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Unable to track new product on an existing account (testing on 2 different properties)

[ Edited ]
DBP
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# 1
DBP
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I'm encountering a very strange issue:

 

My client has multiple properties on their account, and multiple products with subdomains are successfully tracked through one main universal clientsite.org property.

 

For some reason, the newest product/subdomain--new.clientsite.org and its view/filter capturing that subdomain I added-- is *not* tracking. It's not showing any traffic whatsoever, including live traffic from myself. The main clientsite.org domain and other subdomains are working great. The view/filters I created for new.clientsite.org are identical to the other subdomains, but filtering to include ^new\.clientsite\.org instead of ^old\.clientsite\.org. But views/filters aside: this property is flat out not recording any traffic to http://new.clientsite.org.

 

In case(?) it's related to any domain or dns issues, I set up a second property on the same account, defining the URI as the IP instead,  http://xx.xx.xxx.xxx and we added that snippet to the site as well. This is also not picking up anything. 

 

My developer has, from the get go, been tracking this through his own separate account/property he created for the domain of http://xx.xx.xxx.xxx and that's picking up *everything*! As far as I can tell, his property--which is quite basic-- is identical to the http://xx.xx.xxx.xxx property I set up on the client account (yes, we are using separate tracking code snippets). His property captures all visits to http://new.clientsite.org and http://xx.xx.xxx.xxx both (I haven't created separate views/filters in there to separate out domains because this property was supposed to be temporary. But it's the only one working!)

 

So, this product is using 3 tracking code snippets--and the 2 snippets attached to their own clientsite.org account are not working. His http://xx.xx.xxx.xxx property and the clientsite.org http://xx.xx.xxx.xxx property settings seem to be identical, but for their unique certificate #'s.

 

Here's what we've ruled out so far:

 

  • The issue isn't the code snippet: we're using GA native code for the clientsite.org property. (The other 2 test properties are using customized code for event tracking.)
  • We have a test.html page running only this one native new.clientsite.org code snippet. This page isn't tracking us in real time either. So it's not a conflict with multiple accounts/snippets (not that that should be a problem).
  • On the server running the product--which is using an elastic IP from AWS, and which has a correct A record associating the IP with new.clientsite.org as it has for the other subdomains in use--they have restarted Apache, in case there was any DNS caching.

 

Server admins I've spoken with are also flummoxed. None of us have ever seen a site refuse to "track."

 

One thing I thought could be an issue? Is that the main universal clientsite.org property recently enabled User ID tracking. This is specifically for one of their other subdomain products, which started registering users. The main clientsite.org domain and other subdomains which don't have user registrations are still tracking great--but they were pre-existing. I don't see how/why enabling User ID on the property may negatively affect new products from connecting with its main tracking code... 

 

And though I initially did set up my other test property on their account with User ID, I since disabled that in case that was causing any issues, too (and to make it more identical to my developer's property that is tracking correctly).

 

Has anyone encountered issues with new products not tracking with the same GA account that's working for older/existing products?

 

 

1 Expert replyverified_user
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Accepted by topic author DBP
June

Unable to track new product on an existing account (testing on 2 different properties)

Rising Star
# 2
Rising Star

DBP,

 

Is the site properly configured for multiple trackers?  That is, you have the developers tracking working and if its instantiating the ga object; yours would not be created. 

 

Check the resource here:

https://developers.google.com/analytics/devguides/collection/analyticsjs/creating-trackers#working_w...

 

and use GA debugger in chrome to see if your hit is being processed.

 

Hope that helps.

 

Best,

 

Theo Bennett

Analytics Evangelist at MoreVisibility | Contact Me
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Unable to track new product on an existing account (testing on 2 different properties)

DBP
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# 3
DBP
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Hi, Theo--

 

Thank you for this! Your reply was very helpful, and resolved using this solution with native GA code.

It didn't work when applied to this code for advanced browsers (which is what our developer was using to allow for some events tracking): 

    <script>
        window.ga=window.ga||function(){(ga.q=ga.q||[]).push(arguments)};ga.l=+new Date;
        ga('create', 'UA-xxxxxxxx-1', 'auto');
        ga('create', 'UA-yyyyyyyy-1', 'auto', 'clientTracker');
        ga('send', 'pageview');
        ga('clientTracker.send', 'pageview');
    </script>


So I think we're going to go the GTM route for more robust advanced events tracking than what he was using. In any case, you really helped us identify the problem/issue. Thanks so much.

Unable to track new product on an existing account (testing on 2 different properties)

Rising Star
# 4
Rising Star

Hi DBP,

 

You're welcome and glad it got you pointed in the right direction.  GTM is the best and easiest way to deploy multiple trackers, so you should be all set.  Smiley Happy

 

-Theo

Analytics Evangelist at MoreVisibility | Contact Me
Connect on LinkedIn