Visits not tracked

Hi @nemoprofeta,

Thanks for reaching out with your question, I’d be happy to take a closer look.

I see you’ve added the link to your request, is this the page that you would like tracked when using the plugin? Also, to clarify, what event were you looking at that stopped being tracked when our plugin was active? I can then check our code to see how that event is populated, and what might be causing the even to be missed in this case!

Cheers,

Simon.

Yes, that’s the page I was tracking. I created a custom conversion that tracks the page visit. I didn’t add any custom event.

Tracking has been working for months with your plugin installed. It stopped some days ago.

I can also add that after disabling your plugin and manually adding the pixel, tracking is working.

Hey @nemoprofeta,

Thanks for confirming! My understanding of custom conversions is that they would require an initial event to trigger, combined with certain rules, to track your custom conversion.

To clarify then, you mention that this custom conversion uses the PageView event, is that right? It would be great if you could let me know how this conversion was created!

At the moment I’m seeing that the PageView event is being tracked with the pixel helper extension, though I’m not sure if this is because you have reverted back to a manual pixel install.

If we can clarify which event is being used, I can take a look at the code and see what might have been changed to prevent it from being tracked recently!

Could you let me know if you’re using your manual pixel at the moment, as well as the additional information about the conversion set up?

Cheers!

Simon.

I did not manually set the event. I select the “traffic” conversion type from the FB Ads interface. Then I specify the URL of a page. The conversion is triggered every time the page is visited.

The pixel helper showed that the pageview event was tracked even with the plugin installed. But it wasn’t recorded in the ads manager.

With the manual code, it keeps working.

Morning @nemoprofeta!

Thanks for confirming. I now understand that you have set the “All Traffic URL” option here: https://cloud.skyver.ge/z8u8qJXL

“All URL Traffic” is determined using page view events according to the Facebook documentation. So if the PageView event was tracked with our plugin installed, but yet the conversion was still not being triggered, this may be a further question for Facebook as our plugin would only be used to track the underlying event.

Before we do that though, as it’s currently working with your manually installed pixel, is it possible to compare the PageView events both with our plugin, and your manually installed pixel? Is there any noticeable difference that might explain why the custom conversion isn’t triggered?

Cheers!

Simon.

I don’t know how I could do it. I don’t think I can have both installed. It’s the same pixel.

Hi @nemoprofeta!

I think it would require two separate tests. One with our plugin enabled, and our pixel code installed. This would let us use the Pixel Helper extension, or search the pages HTML, to see the tracking code that was generated for PageView.

The second test would be with our plugin deactivated, and the manual code installed. We would want to test again what the code used for the PageView event was, or check the HTML page for the source.

Which version is active at the moment, is it our plugin or the manual code?

Cheers!

Simon.