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Troubleshooting Common Issues in Link Protector

Victor @ dtect
Updated

If your Link Protector is not behaving as expected, use this guide to resolve the most common setup and configuration issues.
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These checks cover the most frequent causes of blocked participants, redirect errors, and setup issues.

1. I can’t access the Link Protectors page

If the Link Protectors option does not appear in your dashboard:

  • Confirm your account has the Admin (Link Protector) role.
    You can check this under Settings > Users.

  • If your organization uses the API product only, contact your admin to enable Link Protector access in your account settings.

  • Refresh or sign out and back in after any role change.

Tip: Link Protector is available in the dtect Dashboard. If your organization is still using the legacy Portal, contact your support@dtect.io or your Customer Success Manager to have Link Protector enabled for your account.

2. My entry link is not redirecting

If participants see a blank page or an error message:

  • Make sure the Protected Link in your setup is a complete URL, including https://.

  • Confirm that the Protected Link destination is active and does not require internal authentication.

  • Try disabling Test Mode if it is currently on, as some browsers cache redirect behavior during testing.

Understanding Test Mode

Test Mode allows all participants to continue to the protected link even if they fail security checks.

When Test Mode is enabled:

  • All visitors are allowed through to the Protected Link. 
  • Failed checks are still recorded as Blocked in the export and in the Overview tab. This lets you preview the expected block rate before enabling live blocking. 
  • Deduplication checks and other signals still run in the background. 
  • Test Mode does not prevent billing. Any participant who clicks I agree creates a billable session, even if they drop or would normally be blocked.

3. All participants are being blocked

If your block rate is close to 100%:

  1. Open your Link Protector and check the Overview tab to see which security features are blocking participants.

  2. If Location Lock is enabled, make sure your Allowed Countries list under Location Lock is not empty.

  3. Review the export to see which signals are most commonly triggered.

Tip: Block rates typically fall between 20–30%. If you see higher rates, test a few known safe links first to isolate the cause.

4. My Protected Link or Termination Link is looping

If users keep getting redirected between pages:

  • Confirm that your Protected Link and Termination Link are not the same URL.

  • Avoid redirecting from your own survey page back into the dtect entry link.

5. My metrics are not updating

If your Overview tab does not show participant counts or block rates:

  1. Verify that participants are actually reaching the Protected Link. Metrics only update once valid traffic passes through the Link Protector.

  2. Check that your Link Protector is active and not paused.

  3. If testing, ensure Test Mode is enabled so you can confirm events are recorded without blocking traffic.

Still having trouble?

If you have reviewed these steps and still experience issues, collect the following before contacting Support:

  • The entry link you tested

  • A screenshot of your Link Protector settings

  • A brief description of what happened (e.g., blocked screen, redirect loop, no metrics)

Then reach out to support@dtect.io with the subject line “Link Protector Troubleshooting.”

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