Real User Monitoring Data Is Not Available

User Monitoring Data Is Not Available

🔍 Problem

User Monitoring data is not available in GermainUX.

Missing data may include:

Use the following steps to identify where monitoring has stopped.

⚙️ 1. Verify the Monitoring Component Is Deployed

First, verify that the appropriate GermainUX monitoring component is installed and active.

Depending on the application, User Monitoring may use:

For RUM JS, use Validate RUM JS Deployment to confirm that the monitoring script is correctly deployed.

Validate RUM JS Deployment

If the application has a dedicated GermainUX Integration guide, also verify its application-specific deployment requirements.

🔁 2. Verify Global User Monitoring Settings

User Monitoring may be disabled globally.

Go to:

Germain Workspace > Settings > System > UX and Session Replay Settings

Verify that:

If Browser and Real User Experience Monitoring Data is disabled, User Monitoring data will not be collected.

If User Monitoring data is available but only Session Replay is missing, see Session Replay Is Not Available instead.

📋 3. Verify the UX Monitoring Profile

The UX Monitoring Profile associated with the application must be enabled.

Go to:

Germain Workspace > Settings > Analytics > UX Monitoring Profiles

Then:

1. Select the profile associated with the monitored application.

2. Verify that the profile is enabled.

3. Review the monitoring configuration.

4. Save any changes.

Also verify that the application and test user are within the intended monitoring scope and are not excluded by the profile configuration.

📡 4. Verify the Monitoring Agent

For applicable deployments, verify that the monitoring agent associated with the application is enabled.

Go to:

Germain Workspace > Germain > State

Then:

1. Open JS Scripts.

2. Locate the monitoring agent associated with the application.

3. Verify that it is enabled.

🔧 5. Check the Init Script

An error in a customized Init Script can prevent User Monitoring from starting correctly.

Go to:

Germain Workspace > Settings > Analytics > UX Monitoring Profiles

Then:

1. Select the applicable profile.

2. Review the Init Script.

3. Check for JavaScript errors.

4. Correct any errors.

5. Save the profile.

6. Start a new test session.

If the Init Script was recently customized, compare the current configuration with the last known working version.

🧭 6. Verify GermainUX Services

If the monitoring component and configuration are correct but data is still unavailable, verify that the required GermainUX services are running.

Go to:

Germain Workspace > Settings > Germain > State

Verify that:

If either service is unavailable, User Monitoring data may not be ingested or stored correctly.

✅ 7. Validate with a New Session

After correcting the issue:

1. Open the monitored application.

2. Start a new test session.

3. Perform several representative user actions.

4. Confirm that the monitoring component is active.

5. Verify that the session reaches GermainUX.

6. Confirm that expected User Monitoring events are available.

7. Open Session Replay, when enabled.

8. Verify that the recording is available.

9. Confirm that privacy and masking rules are applied correctly.

This validates the complete monitoring path:

Monitoring Component → UX Monitoring Profile → Data Collection → Ingestion → Storage → User Session

🎥 If Only Session Replay Is Missing

If User Monitoring data is available but Session Replay is not, the overall monitoring pipeline is working.

Continue with:

Session Replay Is Not Available

🔥 If Only Heatmaps or Overlays Are Missing

If User Monitoring and Session Replay are available but Heatmaps or Overlays contain no interaction data, continue with:

Heatmaps & Overlays Data Is Not Available

🔗 Related Documentation

ℹ️ Get Help

The Germain Team can help you set this up. Contact GermainUX Support.