Reference and help

Troubleshooting: no visits recorded, wrong IP, empty reports

Most problems have one of a few simple causes. Find your symptom below.

No visits are recorded

Is the code installed? Open Settings → Installation. The status must be "Tracking code is installed" for the file that every page uses (How to add the tracking code to your website).
Is your website a PHP website? The line is PHP and works only in .php files that are executed.
Is the page cached? Cache plugins (WP Rocket, W3 Total Cache, LiteSpeed Cache...), server caches, and CDN "cache everything" rules deliver saved HTML without running PHP. Exclude your pages from the cache, or test with a URL that has a unique query string such as ?test=1.
Is it your own visit? Your IP may be ignored (How to exclude your own IP address and private pages from statistics) or the page may be in the ignored list.
Did the visitor use the page? With the default human verification a page view counts only after real mouse, scroll, click or touch input. Open your website, move the mouse and scroll, then look at Real-time. See Human verification: count only visitors who really use the page.
Is it filtered as a bot? Look at the recent list in the The Bot filter: see which robots were kept out of your statistics. If you were filtered, lower the sensitivity (Tracking settings: bot sensitivity, ignored pages, sessions and more).
Can PHP write? Settings → Data shows "Folder writable". Fix the permissions of the data folder (chmod 755/775/777).
Is it an HTML 200 page? Redirects, downloads, JSON and images are not counted.
Wait for the date. The period (top bar) must include today.

The admin panel shows a blank page or an error

Check that your PHP version is 7.2 or newer (System requirements).
Make sure all files were uploaded completely (re-upload the lib and admin folders).
Look at the PHP error log of your hosting for the exact message.

The setup wizard appears again

config.php is missing or empty. Restore it from a backup, or run the setup again; your statistics are reused (The first-time setup wizard).

Wrong IP addresses or everyone has the same IP

Your website is behind a proxy or Cloudflare. See Cloudflare, proxies and load balancers: get the real visitor IP.

Countries show "Unknown"

Local and private addresses (127.0.0.1, 192.168.x.x) have no country.
Check that lib/geo4.bin and lib/geo6.bin were uploaded (binary upload mode if your FTP program asks).
Behind a proxy first fix the IP address.

Times and days look wrong

Choose the right Time zone in General settings: website name, language, time zone and date format. Days are cut at midnight of that zone.

Too many or too few visitors

Too many robots? Move the sensitivity towards "Strict" or enable the Human verification: count only visitors who really use the page.
Real visitors missing? Move towards "Lenient", check the The Bot filter: see which robots were kept out of your statistics and remember that visitors who never touch the page are not counted (human verification).
Compare with other tools carefully: see How visitors, visits and page views are counted.

Language file or characters look broken

Save language files as UTF-8 without BOM (Translate the admin panel into your language).

The admin panel is slow

The first load of a very long period on a busy website is calculated and then cached. Use shorter periods, and delete old data you do not need (Your data: where statistics are stored, backup and deleting data).

Still stuck? Read the Frequently asked questions or contact support at the product site.

Last updated 1 November 2026