App page views not appearing for specific contact

jjl
Participant

I'm in the process of installing the HubSpot tracking code within a single-page app, but I'm running into a super strange problem. The tracking code seems to be working fine - all page views are successfully being reported as people click through the various parts of the app - except for one contact record. When I log into the user account associated with that record, I get either no page views on the contact record in HubSpot, or sometimes I'll get an initial page view (e.g. right after a hard refresh of the site), but no subsequent page views appear on the profile.

 

I've tried to isolate out what could be causing the issue. Filtered IP address? Something browser-related? Something weird about the email address itself? I've been able to eliminate most ideas because when I log into the affected account, log out, and then log into a different account (same browser session, same browser, same IP, etc), the data appears fine for the other contact record but as noted above for the affected contact record. I've even tried using two emails at the same domain (e.g. person1@example.com and person2@example.com), but there's still a discrepancy between the two. As for the contact record itself, I can't see any noteworthy differences between the affected record and other records.

 

Suffice to say, this is so confusing! Anyone have any ideas for other things that could be affecting this? Are there features I'm not thinking of? Are there other things I could try testing?

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5 Replies 5
MelindaNelson
HubSpot Employee

Hi @jjl

 

Thank you for posting in the Community! 

 

It sounds like you are using the same browser to try to track page views for two different contacts. 

 

As shown here:
If and when a visitor fills out a form, HubSpot will associate their previous page views based on the tracking cookie. If the email address filled in the form is associated with an existing contact, this visitor will be identified as the contact. 

Since cookies are unique to a browser, if two people share a single computer, their submissions will be associated with the same contact record. This deduplication by cookie ensures that if a contact submits forms on your website using different email addresses, all submissions are associated with a single contact record in HubSpot

If you're using one browser to try to troubleshoot this, it's likely that the page views are associating to the original contact with the email address that you used to submit the form.

Let me know if you have any additional questions! 

 

Thanks,

Melinda | (She/Her)

Customer Support Specialist

jjl
Participant

Hi @MelindaNelson, I appreciate your response, but I don't think that's the issue here. We've had multiple folks try to log into this account on separate computers. I just ran a test a moment ago where I tried logging in using a different browser than the one I normally use. First, I tried logging into the problematic account to make sure it wouldn't be affected by prior 'identify' calls or cookie deduplication issues. The problem still occurred. Out of curiosity, I then logged into a different user. The second user saw page visit data on their contact record as expected.

 

That seems to indicate the deduplication by cookie issue isn't the source of this problem, correct?

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MelindaNelson
HubSpot Employee

Hi @jjl

 

Thank you for sharing additional information. Have both sample contacts you're working with converted on a HubSpot form? You can check the form activity in the contact's activity.


Also, can you provide more details on what you mean by "logged into the account"? Does your method for logging in send a form submission to HubSpot?


If possible, can you send me a message with the sample contacts you're using?

 

Thanks,

Melinda | (She/Her)

Customer Support Specialist

 

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jjl
Participant

Actually, neither of them have converted on a HubSpot form associated with this particular HubSpot portal (it's a developer portal, but we're trying to understand why it's happening their to make sure it isn't happening in our live portal).

 

Our log in method (and subsequent tracking) does not involve a HubSpot form submission. It works as follows:

 

1) The user logs in via the log in page on our website.

2) On successful log ins, we use the HubSpot javascript library to make an "identify" call followed by a "trackPageView" call.

3) Our app is a single-page application (built using AngularJS). We make a subsequent "trackPageView" call each time the URL changes.

 

Did that make sense?

 

And how can I message you additional information directly?

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MelindaNelson
HubSpot Employee

Thank you @jjl I will reach out.

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