Why is some SaaS usage data not showing?

This page is to resolve the issue of Engage not picking up data of a certain software tool - for example, when your user uses 5 SaaS tools, but Engage is only showing you 4 tools.

If you cannot see data coming in from a user at all, please refer to this guide instead for troubleshooting steps.

Here are some reasons why Engage is not picking some of your team's tools:

Users are using a desktop app

Since Cledara Engage is a browser extension, we do not pick up SaaS usage if users are accessing the tool in a desktop app.

We know everyone has their preference when it comes to tools, but do encourage your team to use the web version as it helps you assess the value of the software!

Users are not logged into the browser extension

If you deploy Engage in Chrome, we pick up SaaS usage data from even unregistered users as long as they've logged into their Chrome browser. More info can be found here.

However, if they are using other browsers, they will have to log into the Cledara extension. Here are the respective guides to install the extension:

Here is what it looks like when they need to log in:

And this is what it looks like when they are connected:

If your user profile picture and company logo do not load properly, please log out and back in again.

If you have logged in previously, but your extension looks like this:

Screenshot 2024-06-11 at 17.20.33.png

Chances are, you have cleared your local storage previously, and along with your cache and cookies, your login session with Engage has also expired.

In this case, simply log out of the extension and log back in again. You will see your profile picture and company logo.

Users are using the tool with URLs we don't know (yet)

We only collect software usage data when we pick up a URL that we recognised as a SaaS tool, so if the URL does not match our list of SaaS vendors, well... we ignore it (to protect your data privacy).

Therefore, if your users are using a SaaS tool in a browser and having logged into the Engage extension but some of their SaaS tool data is still missing, please reach out to us at support@cledara.com with the following information:

  • the user's email address
  • the URL that they used
  • the timestamp when they used the tool

We will add the URL to our ever-growing list of SaaS vendors so you are always on top of all the latest software your team is using.

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