Troubleshooting

If you have connected a data source like Variance.js, Segment, Rudderstack, or Freshpaint, but aren’t seeing data flow through, there are a few things that could be happening. This guide will help you walk through those possible issues and try to debug the problem.

Make sure data is flowing

The first and most important thing to do is make sure data is flowing from your connection. To see that you’ll need to find the connection you added (by going to Integrations > Variance.js/Segment/Rudderstack/Freshpaint) and hit the Events tab.

If that shows no events then there’s a problem with the connection to Variance. 

What to do if data isn’t flowing? 

1. Double-check the settings in the upstream system to make sure it’s configured properly. 
2. If it’s Segment, for instance, make sure you’ve toggled the destination On so events are flowing.
3. In Segment, Rudderstack, and Freshpaint make sure that events have been sent. (Particularly with Freshpaint, you’ll need to make sure you’ve chosen events to send.)
4. Go click around your app to make sure that events are flowing.

Events showing up with Unresolved Contact

If events are flowing properly to Variance, but you’re seeing Unresolved Contact, then there are a few possible reasons.

Unresolved Contact means that we got an event with a `userId` but we don’t yet have an `identify` call telling us who that person is (their name, email, or other info).

What to do if you’re seeing Unresolved Contact?

1. At the top of your Integrations > Events stream click filter and search for Identify. If you see any Identify calls, note whether those also say unresolved contact. If that’s the case it’s likely that you’re not sending a `name` or `email` so we have no way to know who that person is. If that’s the case, get in touch with us about other options. 
2. If you’re not seeing any `identify` events, it’s possible they just haven’t triggered yet. Every app sends `identify` at different times, but most send on sign-in. So to try and trigger one, sign out of your app and sign back in again. Then check back to see if you have an `identify` event.

Events showing up with Unresolved Account

If you are seeing a name for the contact but an Unresolved Account, there are a few things that could be happening.

The most common reason for this is that the Account Matching method you chose isn’t picking up the company. If you choose the `identify` traits option, you may need to choose different traits.

What to do if you’re seeing Unresolved Account?

One quick note: if you’re using the Fallback method we don’t create accounts for anyone with a free email account (gmail.com, hotmail.com, etc.). If you see Unresolved Account for these users it’s expected behavior.

1. At the top of your Integrations > Events stream click filter and search for Identify. If you see any Identify calls, click into one and see what properties have been passed. If you choose the Use identify call with custom traits, make sure the traits you chose are included on the event.
2. If you don’t see those traits, you may need to use the Fallback method to just use email (assuming you’re passing `email` with your identify calls).