Follow

Troubleshooting Guide

Introduction 

To use this troubleshooting guide, please:

  1. Have a our Installation Instructions open in a separate tab/window, and
  2. Log into your WhatCounts account, click the Settings gear icon in the top-right corner, and select the Behavioral Track & Trigger Validator option from the dropdown menu (see below).

Screen_Shot_2018-02-09_at_9.24.36_AM.png

Scrolling down on this page will reveal validation statuses for each type of event we are attempting to receive from your site (pictured below). If any of the event types are showing as No Data Received, follow the corresponding troubleshooting steps in this document.

 

Troubleshooting Specific Errors 

If "PAGE EVENT" shows No Data Received 

Page events represent the base layer of communication for WhatCount’s Behavioral Track and Trigger scripts. If you are seeing this error, it indicates an error in the installation of your main script.  WhatCounts will not receive any tracking data until this error is resolved. Please follow the instructions below to ensure that your scripts do not contain such an error.

  1. Navigate to your store's home page and confirm that the scripts were installed and published successfully.
  2. Confirm that the scripts contain the correct Behavioral Track and Trigger site keys:
    • Note the correct site key displayed on your Behavioral Track and Trigger Validator page (see example below).
        Screen_Shot_2018-02-09_at_9.44.27_AM.png
    • Return to the main script on your home page.
    • Confirm that the correct site key appears in that script, in the location and format indicated in the installation instructions.
    • Confirm that the site key is not surrounded by %% symbols. Those are placeholders in the installation instructions to indicate a variable and should not be in your actual code.
    • Confirm that the site key has double or single quotes around it, as shown in the installation instructions.
    • Check that you are not using your staging site key on your production site or vice versa.

      Reminder: These Behavioral Track and Trigger site keys are unique from any other API keys you may have generated or provided to us during the integration process.
  3. If you are able to locate the Behavioral Track and Trigger scripts on your store's home page in Step 1 above, check for JavaScript errors on the page that might be stopping your script from executing.

    Note: If there are JavaScript errors related to the WhatCounts script, please double-check that you have correctly copied the script from your installation instructions and correctly entered the Behavioral Track and Trigger site keys, as described in Step 2.
     
If "PAGE EVENT" shows Events Received but any other events show No Data Received 

This indicates that your scripts have been installed and contained the correct, properly formatted Behavioral Track and Trigger site key, but that there are issues tracking specific actions.

To troubleshoot these issues, first identify which specific events are showing a No Data Received message, then following the corresponding steps for each event for which you are receiving this message below.
 

If "IDENTIFY EVENT" shows No Data Received 

  1. On each page where user information is available, confirm that the "Identify via Account" script was successfully installed and published.
  2. If you added any conditional logic to check for a logged in user before firing the event (recommended if a page sometimes has user data and sometimes does not), use Developer Tools to make sure that the script is actually executing when a user is logged in.
  3. Make sure that the identify script is always added and triggered when a user has completed a purchase.
  4. If you are able to locate the Behavioral Track and Trigger scripts on a page where user information is available in Step 1 above, check for JavaScript errors on the page that might be stopping your script from executing.
     

If "VIEWED PRODUCT EVENT" shows No Data Received

  1. Navigate to a product page in your store and confirm that the scripts were successfully installed and published on your product pages.
  2. If you are able to locate the Behavioral Track and Trigger scripts on a product page in Step 1 above, check for JavaScript errors on the page that might be stopping your script from executing.
     

If “ADDED PRODUCT EVENT” shows No Data Received 

  1. Navigate to a product page in your store and confirm that the scripts were successfully installed and published on your product pages.

  2. If you are able to locate the Behavioral Track & Trigger scripts on a product page in step 1 above, check for JavaScript errors on the page that might be stopping your script from executing.

  3. Confirm that you are using the correct JavaScript selector for your “added product” button.

    • This event should only fire when the user has clicked a button to add a product to the cart. You can test that the code is running on the click by putting a breakpoint into the code in your developer tools.

    • Alternately, you can also confirm that this event is firing on the click by placing a console.log('event fired') message inside the event handling code and checking to see if that message appears in the JavaScript console after you click the button.

    • Note: For users of all platforms other than Shopify and Magento, please refer to your Behavioral Track and Trigger installation guide for an example of this in the “Troubleshooting” section of the instructions.
       

If “VIEWED PRODUCT CATEGORY” shows No Data Received 

  1. Navigate to a product category page in your store and confirm that the scripts were successfully installed and published on your product category pages.

  2. If you are able to locate the Behavioral Track and Trigger scripts on a product category page in Step 1 above, check for JavaScript errors on the page that might be stopping your script from executing.
     

If “SEARCHED PRODUCT EVENT” shows No Data Received 

  1. Navigate to site search page in your store and confirm that the scripts were successfully installed and published on your site search pages.

  2. If you are able to locate the Behavioral Track & Trigger scripts on a site search page in Step 1 above, check for JavaScript errors on the page that might be stopping your script from executing.
     

If “VIEWED CART EVENT” shows No Data Received 

  1. Navigate to a shopping cart page in your store and confirm that the scripts were successfully installed and published on your cart pages.

  2. If you are able to locate the Behavioral Track & Trigger scripts on a cart page in Step 1 above, check for JavaScript errors on the page that might be stopping your script from executing.
     

If “COMPLETED ORDER EVENT” shows No Data Received 

  1. Execute a “dummy” transaction with a test credit card number and confirm that the scripts were successfully installed and published on your completed order pages:

    • Note: Your e-Commerce platform must be configured to enable test payments in order to execute this transaction.

  2. If you are able to locate the Behavioral Track and Trigger scripts on a completed order page in Step 1 above, check for JavaScript errors on the page that might be stopping your script from executing.

Appendices Edit section

Confirming successful installation and publishing of scripts on a page 

  1. View the page’s HTML source

  2. Search for a relatively unique keyword from the WhatCounts script, such as “.track”. If you cannot find the script, it may not be properly loading on the page.

    • Note: Depending on your site setup, the keyword being absent may also indicate that the script is stored in a separate JavaScript file being loaded by the web page.  If you know this to be the case and you are confident that the JavaScript file is loading correctly, you can ignore the keyword’s absence on the page itself and move on to the next troubleshooting step.

  3. If you are able to locate the script, compare the syntax of the installed script to that of the scripts in the installation instructions and confirm an exact match.
     

Checking for JavaScript errors that might be stopping scripts from executing Edit section

  1. Access the developer console in your browser

  2. Confirm that there are no syntax errors

    • Note: This will typically be a variation of “uncaught syntax error.”

    • Note: You may see a “failed to load resource” error, which you can ignore. This does not prevent the Behavioral Track and Trigger scripts from executing.

Privacy Law Compliance 

Each Customer is responsible for obtaining the requisite consent in accordance with applicable law from its customers and third parties for us to collect and use the Target Data as necessary for the provisioning of the WhatCounts Services. Customer is solely responsible for the quality, accuracy, and legality of the Target Data provided to WhatCounts by or on behalf of the Customer; and the means by which Customer acquired such Target Data.  Unless otherwise specifically disclosed to and agreed to by WhatCounts, the Target Data provided by Customer shall not include any sensitive or special personal data that imposes specific data security or data protection obligations on WhatCounts that are different or in addition to those specified in the written agreement(s) between the parties and the WhatCounts Privacy Policy.

By providing this data you acknowledge that the data you are providing is in compliance with the written agreement(s) between the parties and .

Was this article helpful?
0 out of 0 found this helpful
Have more questions? Submit a request

Comments

Powered by Zendesk