# I am really curious to why you can not show all users when you login that are online at the moment?

So I recently had an issue where I knew the user was logged in on our platform but I was really struggling to find that person on Upscope. I reached out to an Upscope representative and he said it was because of bandwidth and gave me an alternative for a code to appear on the user's screen, however, we did not want that to always be on our website, so we used the feature once and turned it off. Also sometimes when a user is online and I type in there username it shows that they are offline like Upscope has not updated.

##### Post Metadata
- Posted at: about 7 years ago
- Author title: Sales Manager at Docketly
- Net upvotes: 1


## Comments
### Comment 1

You can have that code self generate by having the user hit the CTRL key 5 consecutive times. This will give them a unique 4-digit code that your agent enters to connect.

##### Comment Metadata
- Posted at: over 5 years ago
- Author title: EVP of Channel Services



### Comment 2

Hi Michael, 
We just recently saw this, I had not realised there were comments added here so I apologise for the late reply. 

The Upscope search page by default shows the most recently online users. If you can't find a user, the reason in the past may simply have been a bug at that time but right now it's likely to be due to implementation. 

The Upscope code needs to be on all pages you wish to screen share on. If the user moves to a page where there is no code then they'll show as being offline. 

The other reason we've seen is that the Upscope code is on the page but, for example, the user id or email is not correctly passed into the Upscope code. 

There are a number of ways to identify users including the Upscope generated unique 4 digit pin code for each user which can be added to the footer of your app. Alternatively, if you pass in the user's email address, you can search by that. 

If you are still having problems with finding some users, please let us know on our live chat system and we'll run a test, check the code on the pages and figure out where they're being lost. 

Cheers
Pardeep

##### Comment Metadata
- Posted at: almost 7 years ago
- Author title: co-founder




## Related Product
[Upscope](https://www.g2.com/products/upscope/reviews)

## Related Category
[Co-Browsing](https://www.g2.com/categories/co-browsing)

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