If Web Tracking in your Higher Logic Thrive Marketing Professional (Thrive Marketing Professional) account is not behaving as expected, you may need to make additional changes to your configuration. Below are some possible issues with potential solutions.
| Issue | Potential Solution |
|---|---|
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Why am I not receiving data from my site (according to the Web Tracking Setup page)? |
There are a few probable reasons:
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| Why are there no Users showing up in my Thrive Marketing Professional Web Tracking reporting? | You'll need to send a mailing to your subscribers that contains at least one link to the website that you're tracking in order to collect Users in Thrive Marketing Professional. When subscribers click a link to your website, Thrive Marketing Professional will add two parameters to the end of your URL. Those parameters are analyzed by the Web Tracking codes to add cookies into the browser to track all future visits by the subscriber in question. |
| Is it possible that a Web Tracking User may no longer be tracked? | Yes. If users switch to another web browser, then the Web Tracking cookie that was stored upon clicking on your mailing is no longer available. They will need to click on another link in one of your mailings to view in the new browser so that they get the proper cookies added for your web site. For example, if a user switches from Firefox to Chrome, the cookies will only exist in Firefox (not in Chrome) and the user cannot be tracked until he or she clicks a link and views that mailing in Chrome. |
| I am getting tracking and purchase information sent from my website to the Web Tracking reports, but it references items that are not available for purchase on my site, and it references Interactions that don’t make sense to what my website is all about. Why are these appearing in my Web Tracking reports? | You or your web developer may have included information from the code samples that are provided on the Web Tracking Instructions page without customizing the function parameters for your organization’s particular needs. The web tracking instructions are only a guideline; they contain code structures that must be used for web tracking to work. However, the string values that are in the parameters will need to be customized for each interaction and purchase you wish to track. The only code that does not change is the basic web tracking code that is responsible for gathering Known Users. If you want to track interactions and purchases, it will require some JavaScript and HTML experience to place these properly. Thrive Marketing Professional can assist, but only up to a certain point. |
| In Web Tracking Setup, my site is showing up as red and Not Receiving Data. We changed nothing on our site – why is this the case? | Thrive Marketing Professional monitors information over a 24-hour period. If a user visits your site at 10:00 am and leaves at 10:05 am (and no one visits thereafter for 24 hours), your site will indicate that you are not receiving data by 11:05 am the next day. Try visiting your own site. If this does not change things, you may have it configured to ignore your own IP, so visiting your site from an alternate site or from a mobile device may work. If you're still having difficulty, there may be a configuration issue. Create a case for additional help. |
| Why are my Interactions and Purchases not showing up in my Web Tracking report? | Our web tracking processing occurs nightly, so there is a delay between when the data gets sent from your website and when Thrive Marketing Professional reflects these activities. If this delay is not what's affecting the activity, there are additional considerations:
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