> ## Documentation Index > Fetch the complete documentation index at: https://topten.mintlify.site/llms.txt > Use this file to discover all available pages before exploring further. # Troubleshooting > Symptoms, likely causes, and fixes for the most common Live Product Insights questions — counter not showing, empty dashboards, attribution, and development issues. Work through the symptom group that matches what you are seeing. Every fix here reflects how the app actually behaves — nothing on this page requires contacting support. ## The counter isn't showing on my product page > [accordion] Nobody is viewing the page right now > > The counter hides itself when there are no active viewers. It never shows > "0 people viewing" or an invented number — it stays hidden until a real > session is present. Open the product page in another device or browser to > see it appear. > > Active viewers also drop out quickly: closing the tab removes the visitor > within about a minute. > [accordion] The tracker app embed is not enabled > > Without the tracker, no data is collected and no count can exist. > > 1. Open **Online Store → Customize** in the Shopify admin. > 2. Open **App embeds**. > 3. Enable **Live Product Insights Tracker** and save. > [accordion] Visitors have not accepted analytics cookies > > Collection is consent-gated. If your cookie banner never appears, Shopify's > automated privacy settings may be suppressing it: > > 1. Go to **Settings → Customer privacy** in the Shopify admin. > 2. Under **Cookie banner**, turn **off** "Use automated settings". > 3. Set the region to **All regions** and save. > [accordion] The minimum-viewer setting hides small counts > > The counter can be configured to appear only above a minimum viewer count. > Check **Settings → Live counter** and confirm the minimum is not higher > than your current traffic. > [accordion] The product is unavailable > > The counter only renders for active, published products. Removed or > archived products hide the block. ## Dashboards are empty > [accordion] Tracking was just enabled > > Data appears within a few minutes of the first consented storefront > visit. Open the product page in a private browser window, accept > analytics cookies, and watch the live page fill in. > [accordion] There is no consented traffic yet > > Every metric requires consented storefront activity. A store with visits > but no analytics consent will stay at zero by design. > [accordion] Orders specifically are missing > > Checkouts on development stores create **test orders**, and test orders are > excluded from all order, revenue, and conversion metrics unless you opt in > under **Settings → Storefront tracking**. On a live store, a new order > normally appears within about a minute — the app catches up when the admin > is opened and on a 30-minute schedule. ## Order and revenue numbers look wrong or missing > [accordion] Expected orders are not in the numbers > > The app excludes test orders (unless opted in) and cancelled orders from > every order, revenue, and conversion metric, and subtracts refunds per > unit. A "missing" order is often a test order or a refunded one. > [accordion] Orders count but show as not attributable > > Attribution requires a cart-token match. Two situations produce uncounted > attribution: > > * The shopper's cart token did not match a tracked add-to-cart within the > attribution window (default 7 days). > * The order arrived through the background catalog sync instead of a > webhook — those orders carry no cart token and are counted but never > attributed. > > Unattributed orders are always labelled; the app never pretends an > attribution happened. > [accordion] No order data at all after installing > > Order webhooks require the read-orders permission to be accepted. If the > scope was granted after install, reopen the app once to accept the updated > permissions. ## Numbers look lower than expected > [accordion] A page refresh counted as one view > > Views are deduplicated per session and product within a window — 30 > minutes by default. Refreshing the page repeatedly does not multiply > views. See [Measurement](https://topten.mintlify.site/measurement.md). > [accordion] The time filter excludes the activity > > Every metric is scoped to the selected window, shown next to each value. > Switching from "Last 30 days" to "Today" will legitimately show much > smaller numbers — check the filter before assuming data is missing. ## Development and preview issues > [accordion] Every route returns 404 while the CLI keeps running > > The dev server can die internally while the Shopify CLI stays up, making > every URL — admin pages, proxy endpoints, webhooks — return 404. Restart > `shopify app dev`. A quick health check: request any app route and expect > HTTP 200, not 404. > [accordion] The theme block doesn't render on the local theme preview > > An undeployed theme extension renders only in the store's theme editor > preview, not on the local preview server. Run a deploy, or verify through > the theme editor link the CLI prints. > [accordion] curl checks fail against the storefront > > Password-protected stores redirect plain HTTP clients to the password > page, and Shopify's storefront bot protection blocks scripted clients > entirely. Verify the counter in a real browser instead. ## Rate limiting (HTTP 429) Tracker ingest and counter polling are rate-limited per store. Normal stores never approach these limits — a 429 usually means a script or load test is driving traffic, and it clears on its own. See [App proxy API](https://topten.mintlify.site/architecture/app-proxy-api.md) for the exact limits. This documentation is built and hosted on [Mintlify](https://mintlify.com), a developer documentation platform.