# Find the fix for the most common problems. > Fixes for missing pageviews, missing crawler requests, empty or changing AI answers, keys, limits and billing, plus answers to common Virent questions. Canonical: https://stage.virent.app/docs/reference/troubleshooting Last updated: 2026-10-26 Start with the symptom. Each answer points to the page with the full detail. ## Analytics ### No pageviews arrive Check that `/js/script.js` loads on every page from the root layout or global template, that the publishable key is complete, and that you are not testing on localhost without `data-allow-localhost="true"`. A Content-Security-Policy must allow `https://app.virent.app` in `script-src` and `connect-src`, plus `https://virent.app` in `connect-src` if you use the SDK without an `endpoint`. See [Human Analytics](/docs/analytics/human-analytics). ### Visits are lower than in another analytics tool Ad blockers and privacy tools block third-party analytics hosts. Relay the script through your own domain: see [First-party analytics](/docs/installation/first-party). ### Client-side route changes are not counted The browser script follows client-side navigation. With the SDK alone, call `pageview()` after each route change. ### No crawler requests arrive Check that capture runs on the server or edge before the page renders, covers the path you tested, and uses the full server secret, not the masked preview. Test with `curl -A "GPTBot" https://your-domain.com/`. See [AI Crawler Analytics](/docs/analytics/ai-crawlers). ### Static files show up as crawled pages Exclude framework internals, API routes, images, favicons, `robots.txt`, sitemaps and static file extensions in your matcher or route rules. ### Events are rejected or return 429 Browser events, identify calls and goals must be dated within the last 72 hours and no more than 5 minutes ahead; others come back with `status: "rejected"` and `reason: "timestamp_out_of_range"`, and the batch response counts them in `rejected`. Crawler logs from server and provider ingest may be up to 7 days old. Each website key also has a per-minute event ceiling of 20 times the plan's average minute (at least 1,000 events a minute), on top of the per-visitor limit; past it Virent answers 429 with `Retry-After` and stores nothing, so retry after that many seconds. ### The dashboard says Health unknown Virent couldn't check the installation right now. It does not mean the install is missing; refresh the status before changing anything. ## Visibility ### A prompt has no answers yet Prompts run daily from 06:00 UTC. New prompts join the next run. Use **Run this prompt** to check sooner (one AI credit per answer). ### My brand is never mentioned Add the names answers actually use under **Settings → Brand → Also known as**, and list the profiles you own. New names apply to new answers. See [Brands and competitors](/docs/visibility/brands-and-competitors). ### An answer changed from one day to the next Answers are sampled observations and vary. Compare the two answers' sources, model and collection method in the answer drawer, and act on trends over several days. ### A run failed Failed and incomplete runs are labeled as such and never count as "not mentioned". The prompt runs again the next day. ### Why doesn't the answer match what I see in ChatGPT? Virent asks each engine through its API with a fixed setup, every day. The consumer apps personalize answers by account, history and location. See [Visibility overview](/docs/visibility/overview). ## Account, keys and billing ### I can only see a masked server secret The secret is shown once. Use **Rotate + reveal** in **Settings → Connection**, then update every install. See [Keys and secrets](/docs/workspace/keys). ### I can't add prompts, brands or members You reached a plan limit. A website and a brand without one each count as a brand. See [Plans and billing](/docs/workspace/plans-and-billing). ### We went over our monthly events Data is still collected. Dashboards are limited only after two months in a row over the limit. ### I don't see AI Content Content Agent is in early access and available to owners and admins of enabled workspaces. [Contact Virent](/contact) to join. ### Is there a free plan or trial? No. You choose a plan before setup starts, so the first AI answers can run right away. ## Data and privacy ### What does Virent collect? Only what you enable: answers to your prompts for Visibility; pageviews, sessions, sources, events and goals for Human Analytics; AI crawler request metadata for AI Crawler Analytics. ### What should we never send? Passwords, payment-card data, health data, government IDs, precise location, secrets or other sensitive personal data, in events, traits or URLs. ### Where are the legal terms? See the [Privacy Policy](/privacy), [Terms of Service](/terms), [Data Processing Addendum](/dpa) and [Security](/security). ## Still stuck? Tell us your framework, your hosting and what you expected to see. Don't include passwords, keys, server secrets or customer data. - [Contact Virent](/contact)