> ## Documentation Index
> Fetch the complete documentation index at: https://docs.upstackdata.com/llms.txt
> Use this file to discover all available pages before exploring further.

# Troubleshooting: Events Not Appearing in Dashboard

> Fix missing events in your Upstack Data live stream — covers pixel installation, browser blockers, Shopify theme conflicts, JavaScript errors, and pixel ID mismatches.

## Quick Diagnostic

<Tip>
  **Start here:** Open your store in an incognito/private window (no extensions), browse a product page, then check the **Live Event Stream** in your Upstack dashboard. If events appear there but not in your normal browser, an ad blocker or privacy extension is interfering with your testing — your real visitors are unaffected because Upstack uses server-side tracking.
</Tip>

## Symptoms and Fixes

<AccordionGroup>
  <Accordion title="Symptom: No events have ever appeared in the dashboard">
    **Likely cause:** The Upstack Pixel is not installed on your storefront, or the Shopify app embed is disabled.

    **Fix:**

    1. In your Shopify admin, go to **Online Store → Themes → Customize**.
    2. Open **App embeds** (toggle icon in the left sidebar).
    3. Confirm the **Upstack Data** embed is toggled **on** and click **Save**.
    4. Open your store in a new incognito window and visit at least two pages.
    5. Return to Upstack → **Live Event Stream**. You should see `PageView` events within 60 seconds.

    If the embed is on but events still don't appear, verify your Pixel ID matches — see the last accordion below.
  </Accordion>

  <Accordion title="Symptom: Events were flowing but suddenly stopped">
    **Likely cause:** A recent theme update or theme switch disabled the Upstack app embed. Shopify resets app embeds when you publish a new theme.

    **Fix:**

    1. Check whether you recently published a new theme or updated your existing theme. In Shopify admin, go to **Online Store → Themes** and note the active theme name.
    2. Click **Customize** on the active theme, open **App embeds**, and re-enable the **Upstack Data** embed.
    3. Click **Save** and test with an incognito window.
    4. If you use a staging/draft theme, remember that app embeds must be enabled separately on each theme before publishing.
  </Accordion>

  <Accordion title="Symptom: Events appear intermittently or only on certain pages">
    **Likely cause:** A Shopify theme conflict — custom JavaScript on your theme is throwing an error that interrupts the Upstack pixel before it finishes loading.

    **Fix:**

    1. Open your store in Chrome and press `F12` to open DevTools → **Console** tab.
    2. Navigate through your store and look for red JavaScript errors. Common culprits include `Uncaught TypeError` or `$ is not defined` errors from other apps or custom code.
    3. If errors appear on the same pages where events are missing, the offending script is blocking Upstack's execution.
    4. Try temporarily disabling other third-party Shopify apps one at a time (via **App embeds**) to isolate the conflict.
    5. Once identified, contact that app's support or move the conflicting script to load asynchronously.
  </Accordion>

  <Accordion title="Symptom: Events are delayed by several minutes">
    **Likely cause:** This is usually normal. Upstack batches events and processes them through the identity resolution pipeline before they appear in the dashboard. During high-traffic periods, processing may take 2–5 minutes.

    **Fix:**

    1. Check the **Live Event Stream** — it shows events in near-real-time (within \~60 seconds). If events appear here, the delay is only in aggregated reports and dashboards.
    2. If even the Live Event Stream is delayed beyond 5 minutes, check the [Upstack Status Page](https://status.upstackdata.com) for any ongoing incidents.
    3. For time-sensitive debugging, use the Live Event Stream rather than aggregated dashboard views.
  </Accordion>

  <Accordion title="Symptom: Dashboard shows events for a different store or shows zero despite correct setup">
    **Likely cause:** The Pixel ID configured in your theme does not match the Pixel ID for your Upstack workspace. This can happen if you copied the snippet from a different store's settings, or if your workspace was recently recreated.

    **Fix:**

    1. In your Upstack dashboard, go to **Settings → Pixel** and copy your **Pixel ID** (it looks like `px_abc123def456`).
    2. In Shopify admin, go to **Online Store → Themes → Customize → App embeds → Upstack Data**.
    3. Compare the Pixel ID shown in the embed configuration with the one from step 1. They must match exactly.
    4. If they differ, update the embed to use the correct Pixel ID, click **Save**, and test again.
    5. Note: if you recently deleted and recreated your Upstack workspace, you will have a new Pixel ID that needs to be updated in all theme embeds.
  </Accordion>
</AccordionGroup>

## Escalation

<Warning>
  If none of the above resolved the issue, collect the following before contacting support:

  * Your **Pixel ID** (from Settings → Pixel)
  * The **timestamp range** when events should have appeared
  * A **screenshot** of your browser's DevTools Console showing any errors
  * Your **Shopify theme name** and any recently installed apps
</Warning>

***

**Still stuck?** Contact [support@upstackdata.com](mailto:support@upstackdata.com) with your Pixel ID and a description of the issue. We typically respond within a few hours.

## Related guides

<CardGroup cols={2}>
  <Card title="Install on Shopify" icon="shop" href="/get-started/install-on-shopify">
    Install the Upstack Data tracking pixel on your Shopify store and start capturing events.
  </Card>

  <Card title="Verify events" icon="check" href="/get-started/verify-events">
    Confirm that your Shopify store is sending tracking events to the Upstack pipeline.
  </Card>

  <Card title="Enable theme extension" icon="toggle-on" href="/guides/shopify/how-to-ensure-upstack-data-theme-app-extension-is-enabled">
    Verify the Upstack Data theme app extension is enabled in your Shopify theme editor.
  </Card>
</CardGroup>