π€ 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.
π Step 1: Check the Username in the Logs
On the affected userβs PC, navigate to:
C:\Users\Public\KypCache\logs
Open the file called updater.log using a text editor like Notepad.
Locate the username within the log file. You will need this for the Admin Panel.
π§βπΌ Step 2: Locate the User in Organization Management
Go to the Admin Panel β Configuration β Organization Management.
In the table, search using the username you found in the
updater.log
.Confirm the user exists in the system.
β 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.
β οΈ 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
π 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 β KYP Connect App Management
In the Admin Panel, go to:
Service β KYP Connect App ManagementLocate the affected user in the list.
Check the "Last Received" column for a recent date and time.
β If data is available, the user is reporting correctly and thereβs no issue.
π§ͺ Step 5: If No Data is Found
If you donβt 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.
π Step 6: Still Not Working?
If all the above checks are completed and the issue persists:
π Please submit a support request to KYP.ai Customer Support via our portal:
https://support.kyp.ai