Data Sync Timing
After deploying the Browser Extension or Desktop Agent, data typically takes up to 24 hours to appear in Viio. If you've just completed a deployment, wait until the next day before troubleshooting further.
Browser Extension Issues
"No Data Received" Status
If the Browser Extension shows as installed but displays "No Data Received" in Viio (Integrations > Browser Extension), check the following:
Cause | Solution |
User email domain mismatch | The user's browser login email must match a domain in your organisation's Active Directory. For example, if users log into Chrome with |
User not logged into browser | The user must be signed into Chrome/Edge with their work email. Check |
Silent extension user mapping | The Silent version of the extension needs 3-5 days to map users if they're not logged into the browser. During this time, data is collected but not yet associated with specific employees. |
Low Reporting Numbers
If you deployed to 200+ devices but only see 30-40 reporting:
Domain mismatch: Users may have multiple email domains. Ensure all relevant domains are in your AD.
Wrong browser: If you deployed to Chrome but users primarily use Edge (or vice versa), they won't be tracked.
Extension not enabled: Some users may have disabled the extension. For managed deployments, use force-install policies.
Desktop Agent Issues
Agent Installed but Not Showing in Viio
Check status: Go to Integrations > Desktop Agent in Viio to see agent status.
Verify installation: On the device, check for:
Windows:
C:\Program Files\Viio Desktop Agent\conf.jsonmacOS: Run
sudo cat /etc/viio.confRun troubleshooting script: See GitHub troubleshooting scripts
Specific Apps Not Showing Usage
Some desktop applications require the Desktop Agent for usage tracking because they don't have API-based usage data:
Application | Why No API Data | Solution |
Microsoft Project (Desktop) | Only web version reports via API | Deploy Desktop Agent |
Microsoft Visio (Desktop) | Only web version reports via API | Deploy Desktop Agent |
Adobe Creative Cloud apps | Requires local detection | Deploy Desktop Agent |
Autodesk apps | Requires local detection | Deploy Desktop Agent |
Requesting New URLs for Browser Extension Tracking
If a web application isn't being detected by the Browser Extension, it may not be in Viio's Discovery Engine database yet.
To request a new URL:
Email [email protected] with:
Information | Example |
App Name | Acme Project Manager |
Login URL |
|
Our team will add the URL to the Discovery Engine, and it will be tracked on the next sync cycle.
Quick Troubleshooting Checklist
[ ] Wait 24 hours after deployment
[ ] Check user is logged into browser with work email
[ ] Verify email domain matches Active Directory
[ ] Confirm correct browser is being used (Chrome vs Edge)
[ ] For Desktop Agent: run troubleshooting script
[ ] Check status in Viio under Integrations
Need Help?
If you've checked all the above and data still isn't appearing, contact [email protected] with:
Device name and ID
Employee email
Configuration file contents (see paths above)
Output from troubleshooting script