Common Issues and Solutions

1. Tracking Code Not Working

Issue: The SessionScope tracking code is not recording any data.

Solutions:

• Verify Installation: Ensure that the tracking code is correctly installed on all pages of your website. It should be placed just before the closing </head> tag.
• Check for Errors: Open your website in a browser and use the developer tools (F12) to check for any JavaScript errors that might prevent the tracking code from executing.
• Clear Cache: Clear your browser cache or try accessing your website in incognito mode to ensure that the latest version of the tracking code is loaded.
• Network Requests: Verify that the tracking requests are being sent to the SessionScope server. You can check this in the network tab of the developer tools.

2. Data Not Appearing in Dashboard

Issue: Data is not showing up in the SessionScope dashboard even though the tracking code is installed.

Solutions:

• Wait for Data Processing: It may take a few minutes for data to appear in the dashboard. Wait for some time and then refresh the dashboard.
• Correct Site ID: Ensure that the Site ID in your tracking code matches the Site ID in your SessionScope account.
• Time Zone Settings: Check your time zone settings in SessionScope to ensure that data is being recorded and displayed for the correct time period.

3. Inconsistent or Missing Data

Issue: Some data appears to be missing or inconsistent.

Solutions:

• Check Filters: Make sure that no filters are inadvertently applied in the dashboard that might exclude some data.
• Review Exclusions: Verify that your IP address or specific user groups are not excluded from tracking in the SessionScope settings.
• Script Blocking: Ensure that no browser extensions or ad blockers are preventing the tracking code from executing.

4. Incorrect Goal Tracking

Issue: Goals are not being tracked correctly or not registering at all.

Solutions:

• Verify Goal Configuration: Double-check the configuration of your goals in SessionScope. Ensure that the goal conditions match the actions you want to track.
• URL Matching: For URL destination goals, ensure that the URL entered in the goal configuration exactly matches the URL users visit, including parameters if necessary.
• Event Tracking: If you are using event tracking for goals, verify that the event names and categories used in your tracking code match those configured in your goals.

5. API Requests Failing

Issue: API requests to SessionScope are failing or returning errors.

Solutions:

• Check API Key: Ensure that you are using the correct API key and that it has the necessary permissions.
• Correct Endpoint: Verify that the API endpoint URL is correct and that you are using HTTPS.
• Parameter Format: Check that all required parameters are included in the API request and that they are in the correct format.

6. Slow Dashboard Performance

Issue: The SessionScope dashboard is slow to load or navigate.

Solutions:

• Optimize Queries: Reduce the date range or the number of segments and filters applied to reports to speed up query processing.
• Clear Browser Cache: Clear your browser cache and cookies to ensure optimal performance.
• Update Browser: Make sure you are using the latest version of your web browser.

7. Heatmaps Not Displaying

Issue: Heatmaps are not displaying any data or are incomplete.

Solutions:

• Sufficient Data: Ensure that there is sufficient traffic on the pages for which you want to generate heatmaps. Low traffic can result in incomplete heatmaps.
• Correct Pages: Verify that the correct pages are selected for heatmap tracking in SessionScope.
• JavaScript Errors: Check for any JavaScript errors on the page that might interfere with the heatmap tracking code.

8. Session Recordings Not Working

Issue: Session recordings are not being captured or played back correctly.

Solutions:

• Enable Recording: Ensure that session recording is enabled in your SessionScope settings.
• Browser Compatibility: Use a supported browser for both capturing and viewing session recordings.
• Adequate Traffic: Ensure that there is enough traffic to the pages being recorded. Recordings may not start if there is insufficient traffic.

9. A/B Testing Issues

Issue: A/B tests are not running correctly or results are inconclusive.

Solutions:

• Correct Setup: Double-check the setup of your A/B tests to ensure that the variations and goals are configured correctly.
• Sufficient Traffic: Make sure that your site has enough traffic to generate statistically significant results for your A/B tests.
• Consistent Conditions: Ensure that the test conditions are consistent and that external factors (like promotions or changes in traffic sources) are not affecting the test results.

Support

If you continue to experience issues or need further assistance, please visit our Help Center or contact our support team through your SessionScope dashboard. By following these troubleshooting steps, you can resolve most common issues and ensure that SessionScope operates smoothly for your analytics needs.