Troubleshoot Optimizely Content Recommendations

This guide will help you diagnose common issues with missing content, interactions, or recommendations in your dashboard.

1. I am not seeing any content in the dashboard

If your dashboard is empty or showing no content, there are two common causes:

A. The tracking script (ip.js) is not installed

The ip.js script must be included on every page you want to track or display widgets on.

• Without this script, Optimizely cannot track content or render recommendations.
• Check that the script is present and loading correctly by opening the browser console and looking for network requests to ip.js.

B. Our scraper cannot fetch your content

Even if ip.js is installed, you may still see missing content if our scraper can't access your site's data.

• Verify that your domain is allowlisted so our system can crawl it.
• Check for any robots.txt rules, firewall settings, or password protection that might block scraping.

If your content is gated behind a login or paywall, contact [email protected] to discuss access options.

2. I'm not seeing any interaction activity in the dashboard

Interaction data (clicks, views, and so on) depends on tracked content:

• If there is no content showing in the dashboard, interactions will also be missing.
• Start by resolving any content tracking issues from Step 1.

3. My recommendations are not working

If recommendations are not appearing on your site or in the dashboard, the issue is usually related to tracking or missing content:

• Ensure the ip.js script is installed so widgets can load and render properly.
• Confirm that there is tracked content available for recommendations to be generated.
• Verify that the page where you expect recommendations has the proper widget embed code.

Verify your configuration checklist

Use this checklist to verify your configuration:

• ip.js is installed on every page to track content and display widgets.
• Your domain is allowlisted so our scraper can access content.
• Content is displayed in the dashboard before checking for interactions.
• Recommendation widgets are set up correctly on your site.

Still having issues?

If you checked all of the above and are still experiencing problems:

Contact the Optimizely Support team with:

• A screenshot of your dashboard
• The URL of a page where ip.js is installed
• Browser console logs showing network requests

This will help us diagnose the issue more quickly.