How to solve common web experience issues

This article covers the most common issues you may encounter when using web properties, the magnews code, on site messages, signup forms and visitor recognition.

The web property is not receiving events

If your web property is not recording events, or if the home page displays Waiting for the first events or No events received for more than 48 hours, check the following items in order.

Web property setup

Check that:

• The web property is active
• At least one web domain is configured under Management > Brand Protection > Web domains. If your account does not contain any web domains, the web property cannot record events
• The configuration selected in the settings allows visitor activity to be recorded or, if you use advanced setup, the Track visitor activity option is enabled
• If you are browsing as an anonymous visitor, the selected configuration allows anonymous visitors to be remembered or, if you use advanced setup, the Remember anonymous visitors option is enabled

Magnews code

Check that:

• The magnews code is installed correctly and only once
  • If you installed the code manually, use the verification tool
  • To verify that the magnews code is present, open the page on your website and inspect the HTML source or use your browser's developer tools (F12)
  • If you use Google Tag Manager, make sure the container has been published and that the tag containing the magnews code is executed on the page
• If the magnews code is installed only on some pages of your website, make sure you are visiting one of those pages
• The installed magnews code belongs to the correct web property. Check that the ID in the code matches the ID of the web property

Domains and website configuration

Check that:

• The page domain is included among the domains configured for the web property. 
  If you are testing from a different domain, add it to the web property's domains or temporarily enable Accept events from any domain
• Your website does not block the magnews code through a Content Security Policy (CSP). 
  If your browser console shows CSP-related errors, ask your website's technical contact to update the configuration

Repeat the test

If you have just installed the code, wait a few minutes before checking again. In some cases, your website or the Google Tag Manager container may take a few minutes to publish the changes and make the updated version of the website available.

Magnews code verification fails

If the magnews code verification cannot find the code on your website, check the following items in order.

Magnews code

Check that:

• The magnews code is installed on the web property's primary domain
• The primary domain does not use wildcards (*)
• The magnews code installed on the website belongs to the correct web property. Check that the ID in the code matches the ID of the web property

Repeat the test

If you have just installed the code, wait a few minutes before checking again. In some cases, your website or the Google Tag Manager container may take a few minutes to publish the changes and make the updated version of the website available.

If the verification still fails, check whether the web property is receiving events or open the Web tracking tab of a recognized contact to confirm that the magnews code is communicating correctly with the platform.

The on site message or signup form does not appear

If an on site message or a signup form is not displayed, check the following items in order.

Message or form setup

Check that:

• The message or form is active
• The message or form is associated with the correct web property
  • The associated web property is active
  • The web property is configured to display messages on the website or, if you use advanced setup, the Display banners and pop-ups on the website option is enabled
• If you use an advanced domain setup for the message or form, the configured domains are included among the domains of the web property

Magnews code

Check that:

• The magnews code is present on the page where the message or form should be displayed
• If the magnews code is installed only on some pages of your website, make sure you are visiting one of those pages
• If you use Google Tag Manager, make sure the container has been published and that the tag containing the magnews code is executed on the page

Display rules and triggers

Check that:

• The message display rules and triggers or those of the signup form are satisfied. You may have configured conditions based on the page URL or title, the contact, or browsing activity that prevent the message or form from appearing where you expect
• If your website is a Single Page Application (SPA), URL-based rules, such as Current page, are compatible with how the website works, as some rules may not trigger as expected
• If the message or form is configured to be displayed only to recognized contacts, the visitor has been recognized correctly

Limits and frequency

Check that:

• The display limit configured for the message or form has not been reached. For example, if you chose to display it only once per visitor, it will not appear during subsequent visits
• The monthly display limit or unique visitor limit included in your plan has not been reached. Once the limit is reached, on site messages and signup forms will no longer be displayed until the first day of the following month
• The message or form has not already been closed by the visitor. If you configured frequency or display limits, it may not be shown again until the configured period has expired

Repeat the test

If the issue occurs while testing:

• Refresh the page completely or open it in an incognito window to avoid issues caused by your browser's cache or existing cookies
• If you have just activated the message or form, wait a few minutes before testing again. In some cases, your website or the Google Tag Manager container may take a few minutes to publish the changes and make the updated version of the website available

The visitor is not recognized

If a visitor continues to appear as anonymous, check the following items in order.

Web property setup

Check that:

• The web property is installed correctly on the website
• The web property is configured to recognize contacts or, if you use advanced setup, the Recognize and remember contacts option is enabled

Contact recognition

Check that:

• The visitor completed a recognition action, such as clicking a link in a communication sent by magnews or submitting a form connected to the platform
• The contact exists in the database and the email address used for the test is associated with that contact
• The test was carried out from a final communication, not from a test send or preview send
• The link was opened directly from the received communication. If you copy and paste the URL into the browser, the parameters required for recognition may not be preserved

Website setup

Check that:

• The destination page contains the magnews code
• The magnews code installed on the page belongs to the correct web property
• The link does not redirect to a page without the magnews code or to a domain that is not configured in the web property

Cookies and browser

Check that:

• The visitor cookie has not expired, been deleted, or been blocked by the browser
• If you use an incognito window or a browser with very restrictive privacy settings, those settings do not prevent recognition

Repeat the test

To verify recognition, send a final communication to your email address, click the link, and then open the contact record in magnews. In the Web tracking tab, you should see the session associated with the contact.