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The tracking agent can fail due to various reasons, including network issues, database connection problems, and insufficient permissions. Issues can occur at each step of the data collection process, which we've broken down into these points:
- Downloading the Tracking Code - The JavaScript tracking code is added to a SharePoint common page component and is downloaded to the client browser with each page request.
- Personalizing Content (Optional) - Information about the visitor segments is downloaded to the client browser with each page request. The JavaScript code hides the content of the page, adds or modifies page elements and finally re-displays the page according to visitor segments.
- Tracking Usage Data - Data about user actions within website pages are sent to the CardioLogAgent web application via asynchronous JavaScript calls using AJAX.
- Storing Usage Data - The CardioLogAgent web application passes on the usage information via HTTP/S web requests, to the EventCollector web application, which writes the data into the CardioLog database.
For assistance in troubleshooting tracking agent errors, please open a new support ticket.
Contents
- How to Test the Tracking Agent
- Possible Faults
- Troubleshooting Usage Data Collection Issues
- Troubleshooting Content Personalization Issues
- How to View Server Error Messages
- View Server Errors in Tracking Usage Data
- View Server Errors in Storing Usage Data
- View Server Errors in Personalizing Content
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Usage data collection can be monitored by the CardioLog Diagnostics Service, which checks the event count for all monitored websites (08:30 AM daily by default), and sends error alerts via email when the event count is under the threshold.
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[Installation Folder] - by default, the CardioLogAgent folder is located in the CardioLog Installation folder. If the "CardioLog Analytics " SharePoint feature is installed, the CardioLogAgent folder should be located on all SharePoint WFEs under the SharePoint website "_layouts" folder.
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- Delete the temporary files on your browser and browse to at least three (3) pages on your SharePoint website.
- While on the SharePoint website page, click the "Agent Console" bookmark and wait for several seconds. Verify that you see the tracking agent console.
- Click the "CardioLog" tab. The last line should read: "events: event sent. status: 0"
The Tracking Agent Console CardioLog Tab
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Test Content Personalization
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To test content personalization, use the Agent Console:
- Delete the temporary files on your browser and browse 3 pages on your SharePoint website.
- While on the SharePoint website page, click the "Agent Console" bookmark and wait for several seconds. Verify that you see the tracking agent console.
- Click the "SharePoint Marketing Suite" tab. Verify that you see the visitor segments information.
The Tracking Agent Console SharePoint Marketing Suite Tab
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The tracking agent can fail due to various reasons, including network issues, database connection problems, and insufficient permissions. Issues can occur at each step of the data collection process.
For advanced troubleshooting, first determine if the tracking agent files have been successfully downloaded to the client browser. This can be done by using web debugging tools that log all HTTP(S) traffic. We recommend a program like Fiddler. The If the tracking agent files have been successfully downloaded, check for server errors.
Troubleshooting Usage Data Collection Issues
In order to troubleshoot issues with the tracking agent test event collection and follow the instructions below according to the outcome:
The 'Last Event #' in the tracking agent pop-up is 'None' or 'N/A', or an error message is displayed in the Agent Console CardioLog tab
- Verify that Anonymous Authentication is enabled for the EventCollector web application in IIS Manager.
- Verify that the EventCollector web application can be accessed from the SharePoint front-ends, and that it is not blocked by a FW/Proxy in the organization. This is done by browsing to http://[CardioLog server name:port]/EventCollector/monitor.aspx (edit the CardioLog server name and port). The expected result is an XML response. View the ports which are used by CardioLog Analytics.
In case you have deployed the CardioLog Analytics SharePoint feature in order to track usage data, and the EventCollector web application cannot be accessed from the SharePoint front-ends due to security reasons, you can configure the CardioLogAgent web application to redirect to the CardioLog server by modifying the following key in the [SharePoint TEMPLATE folder]\CardioLogAgent\Web.config on all WFEs: <add key="CardioLogAgentRoot" value="http://[CardioLog server name:port]" />
Note: This requires access from the client browser to the CardioLog application server. - Verify that the CardioLog database is working and that the CardioLog application pool user account can connect to it, and it is assigned a db_owner role.
- Check for server errors in storing usage data.
The tracking agent pop-up does not show up at all, or the Agent Console shows up without any content
Delete the temporary files on your browser and test event collection again. If it was not helpful, do the following:
- Stop and Start the CardioLogApplicationPool in IIS.
- If you have added the tracking code automatically using the Configuration Wizard, verify you have repeated this step for all of the SharePoint front-ends in your farm.
- If you have deployed the "CardioLog Analytics" SharePoint Feature, verify it is activated.
- If you have added the tracking code yourself, verify that you have removed the opening and closing script tags.
- Verify that the CardioLogAgent web application can be accessed from your workstation, and it is not blocked by a FW/Proxy in the organization. This is done by browsing to http://[CardioLog server name:port]/CardioLogAgent/AgentEmbed.aspx (edit the CardioLog server name and port). View the ports which are used by CardioLog Analytics.
- Check for server errors in tracking usage data.
- In Internet Explorer, click Tools > Internet Options > Security > Custom Level > User Authentication > Logon > select 'Choose Automatic logon with user name and password'.
- Verify that the CardioLogAgent directory files have 'Read' permissions for all users, and for the application pool account.
- If you still get a login box, install the CardioLog Analytics SharePoint Feature.
- Send the JavaScript error message to Intlock Support.
- Remove the tracking code from your SharePoint website. How?
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