# Troubleshooting Pixel Installation

#### When does the first event fire?

The Pixel will only show as **connected** once a verified event is received.

* When you click the **Copy** button in Primer, we trigger a crawler on your site for 10 minutes to detect the Pixel.
* For Google Tag Manager (GTM) users, this typically shows up instantly.
* If no event is triggered during that window, we wait for the first natural event from actual site traffic.
* If the status shows **“Not Connected,”** it means no valid event has been received in the last 24 hours — usually a sign of a faulty installation.

***

#### Troubleshooting Steps

1. **Confirm script placement in GTM**
   * Ensure the Primer Pixel snippet is in the correct GTM container.
   * Set it to fire on *All Pages*.
   * Publish changes (not just Preview).
2. **Check for tag firing in GTM preview/debug mode**
   * Use GTM Preview to confirm the tag is firing when the page loads.
   * Look for console or network activity showing the script is called.
3. **Verify tracking in browser dev tools**
   * Open Chrome DevTools → Network tab.
   * Confirm requests are being sent to Primer’s tracking endpoint.
   * If no requests appear, the tag may be misconfigured or blocked.

***

#### Next Steps if Still Not Connected

* **Test in Incognito**: Try loading your site in an incognito window with ad blockers/extensions disabled.
* **Re-publish GTM**: Make sure you’ve published your GTM container to production (not staging).
* **Check domain consistency**: Ensure the Pixel is firing on the same domain where you installed it.
* **Contact Support**: If none of the above resolves the issue, reach out to Primer Support with:
  * A screenshot of your GTM setup (showing the Pixel tag)
  * A screenshot of GTM Preview/Debug mode
  * Your website URL

This helps us diagnose the issue quickly and confirm whether events are being received on our end.


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