How to check if user is sending data

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πŸ‘€ How to Verify and Troubleshoot a User in KYP.ai Organization Management

If a user is not sending data or seems inactive, follow this step-by-step guide to verify their configuration and ensure everything is set up correctly.


πŸ” Step 1: Check the Username in the Logs

  1. On the affected user’s PC, navigate to:

    C:\Users\Public\KypCache\logs
    
  2. Open the file called updater.log using a text editor like Notepad.

  3. Locate the username within the log file. You will need this for the Admin Panel.


πŸ§‘β€πŸ’Ό Step 2: Locate the User in Organization Management

  1. Go to the Admin Panel β†’ Configuration β†’ Organization Management.

  2. In the table, search using the username you found in the updater.log.

  3. Confirm the user exists in the system.


βœ… Step 3: Confirm User is Enabled and Properly Configured

  • Make sure the user is enabled.

  • Once enabled, it should take no more than 10 minutes for the user to begin sending data.

⚠️ Note: In some cases, there may be a delay of up to 30 minutes due to:

  • Large volume of data

  • Network issues

  • System or process interruptions


πŸ“Š Step 4: Verify if Data is Being Received

There are two ways to check if data is arriving:

Option 1: Front-End Panel

  • Log into your KYP.ai Front-End Panel.

  • Locate the affected user and verify if recent data is available.

Option 2: Admin Panel – KYP Connect App Management

  1. In the Admin Panel, go to:
    Service β†’ KYP Connect App Management

  2. Locate the affected user in the list.

  3. Check the "Last Received" column for a recent date and time.

βœ… If data is available, the user is reporting correctly and there’s no issue.


πŸ§ͺ Step 5: If No Data is Found

If you don’t see any recent data:

  • Double-check that the user is enabled.

  • Confirm the KYP Connect App is installed and actively running on the user's machine.


πŸ†˜ Step 6: Still Not Working?

If all the above checks are completed and the issue persists:

πŸ‘‰ Please submit a support request to KYP.ai Customer Support via our portal:
https://support.kyp.ai