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Troubleshooting Tracking Code Installation Issues

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Troubleshooting Tracking Code Installation Issues

This guide helps you identify and fix common issues with your analytics tracking code implementation.

Verify Your Installation

Check if the Tracking Code is Present

  1. Visit your website in a browser
  2. Right-click and select "View Page Source" or press Ctrl+U (Cmd+U on Mac)
  3. Search (Ctrl+F/Cmd+F) for <script src="https://cdn.youranalytics.com/tracker.js"
  4. If the code isn't found, it hasn't been added to your site

Confirm Your Site ID is Correct

  1. Check your tracking code contains your correct site ID: 
    <script data-site="YOUR-SITE-ID" src="https://cdn.youranalytics.com/tracker.js" defer></script>
  2. In your dashboard, go to Settings > Websites to verify your site ID

Common Issues and Solutions

No Data Showing in Dashboard

Possible causes:

  • Script missing: The tracking code isn't installed on your website
  • Wrong site ID: You're using an incorrect site ID
  • Script blocked: Ad blockers or CSP settings are preventing the script from loading
  • Script loading too late: The script isn't being triggered before visitors leave

Solutions:

  1. Confirm the script appears in your page source
  2. Verify your site ID matches what's in your dashboard
  3. Check your browser console for errors (F12 > Console)
  4. Ensure the script is placed in the <head> section of your HTML

Data Discrepancies

Possible causes:

  • Partial implementation: Script only on some pages
  • Multiple installations: Script installed more than once
  • Cross-domain issues: Multiple domains not properly linked

Solutions:

  1. Check multiple pages to ensure the script is site-wide
  2. Verify the script appears exactly once in your source code
  3. For multi-domain tracking, check domain settings in your dashboard

Script Conflicts

Possible causes:

  • JavaScript errors: Other scripts causing errors
  • Content Security Policy: CSP blocking the script
  • Tag manager conflicts: Implementation issues with tag managers

Solutions:

  1. Check browser console for JavaScript errors
  2. Add our domain to your Content Security Policy
  3. Review tag manager implementation instructions

Platform-Specific Instructions

WordPress Issues

  • Ensure plugin is activated
  • Check theme compatibility
  • Verify plugin settings

Shopify Issues

  • Check app installation status
  • Verify theme contains tracking code
  • Review app permissions

Custom Site Issues

  • Confirm script is in all templates
  • Check deployment process
  • Verify script isn't removed by build processes

Using the Debug Mode

Add the data-debug="true" attribute to your tracking code to enable detailed console logging:

<script data-site="YOUR-SITE-ID" data-debug="true" src="https://cdn.youranalytics.com/tracker.js" defer></script>

This will show detailed information in your browser console about the tracking process.

Still Having Issues?

  • Use our validation tool to check your installation
  • Check if your site is using a service worker that might be intercepting requests
  • Test with ad blockers disabled temporarily
  • Contact our support team with your site URL and screenshots of any error messages

Need More Help?

Contact our support team at support@youranalytics.com or use the live chat feature in the bottom right corner of your dashboard.

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