The time spent may be shown as 0 when the platform fails to correctly record the user's interaction, usually due to blocks in communication via WebSockets.
How is the time spent calculated?
The time spent is recorded through real-time communication between the user's browser and the platform, using the WSS (WebSocket Secure) protocol.
This communication starts when the user begins content and allows:
Recording the user's activity
Calculating the interaction time
Updating the time spent
For it to work correctly, it is necessary that the domain:
takesecurity-ws[.]com
is allowed on the client's network.
Reason for the problem
If this communication is blocked or interrupted:
The time spent cannot be recorded
The value will be shown as 0 on the platform
This is usually related to security configurations or environment restrictions.
Possible causes
The most common causes include:
🔒 Restrictive Firewall or Proxy
Blocking or inspection of WebSocket (WSS) traffic
Restrictions on outgoing connections
🧩 Browser extensions
Ad blockers
Privacy extensions
Security tools that interfere with WebSockets
🛡️ Antivirus or security software
Blocking domains considered untrusted
Interference with real-time connections
🏢 Corporate security policies
Restrictions at the corporate network level
Traffic filtering to external domains
🌐 Browser configuration
WebSockets disabled or restricted
Advanced security settings
🍪 Cache, cookies, or scripts
Blocking of necessary scripts
Strict cookie settings
How to fix it?
It is recommended to:
Verify that the domain takesecurity-ws[.]com is allowed on the network
Review firewall, proxy, or security tool settings
Test access from another network or device
Disable browser extensions for testing
Validate behavior in an incognito window
Considerations
This behavior does not indicate a content error
It is related to the browser's real-time communication
It may affect only certain users depending on their environment
💡 Best practices
Properly configure the SMARTFENSE domain whitelist
Conduct tests in the client's environment before productive campaigns
Validate functionality on different browsers and networks
Avoid using extensions that block scripts or connections