When experiencing issues loading or viewing parts or all of the ActivTrak App, there are several steps we can take to identify and resolve them.
Identify whether the email signed in to the App is assigned an Admin role.
Typically, if the only tab under Access in the navigation menu is "ActivTrak Profile", the current email address used to log in to the App is not assigned to the Admin role. To learn more about roles and their access level, check out this article: Roles & Permissions for Access to Your ActivTrak Account
To be sure, please send a screenshot of the App page to the ActivTrak support team via chat or email support@activtrak.com. From there, the Support Engineer assisting you can verify the login role associated with the email address used to log in.
Ensure that the account is not over in storage or license limits.
When an account exceeds its user limit, all data will be hidden. To check this, navigate to the top right of the App, click the circle icon and check the Users / Licenses ratio. Data will not be shown until the extra users are removed or additional licenses are obtained. To remove extra users, check out this article: Do Not Track
Free accounts can also have their data hidden if they exceed their storage limit. New data will not be shown until enough data has been deleted to bring the account back under the 3GB limit. To free up storage space, check out this article: ActivTrak User and License Management
Check filter settings.
In many reports, the option to filter the data is present, but sometimes no data may be available to match the filters applied. In this situation, a message similar to "no entries to display" will appear. It is always important to ensure that the report filters are set properly to display the correct data. Filters are typically located at the top of each report.
Try opening and logging into the App in an incognito browser window.
In Chrome, click the three small circles at the top-right of the browser pane. A dropdown will appear, choose "New Incognito Window". Attempt to log in to the App in the new incognito window.
If the App issue seems to be resolved when using an incognito browser, the browser cache and cookies will need to be cleared: Clear cache & cookies
After this has been done, the App should appear correctly in the normal browser window.
Try opening and logging into the App in a different browser.
Log in to the App using a different browser. If only one browser is experiencing issues, ensure it is up to date.
Use the browser dev tools to identify errors.
Open the Chrome dev tools, click on the "Console" tab, and take a screenshot of any errors that appear. This link explains how to open the dev tools inside Chrome: Dev Tools
Send any screenshots taken to Support via chat or email support@activtrak.com.