Views Not Showing - Tracking Issue?

[LCarey6]

Hi all, we've been tracking site views in HubSpot just fine since last July, but on 18th April we noticed it dropped to 0 across all forms and reports.

I've checked Google Tag Manager and no changes there, and still matches. I just can't figure out why we're seeing a drop to 0 in views.

Our website is icmp.ac.uk if you'd like to check, any ideas?

[Crystal_Hopper]

@PamCotton, @Jnix284 or @colinwitt do you have any suggestions for @LCarey6? Is it something to do with Privacy for a UK website? That's where I was leaning but am not familiar with those policies. Thanks for jumping in!

[Jnix284]

Happy to help @Crystal_Hopper, thanks for the tag!

Hi @LCarey6 can you confirm whether you were using the Cookiebot prior to 18 April?

I've run into a few situations where external cookie bots are blocking all scripts, so unless the user accepts cookies, the JS isn't loading - I haven't seen this specifically with the tracking script.

There are also JS errors in the console that could be causing the issue:

If you can eliminate these variables to confirm whether tracking is working as expected, that will help determine the best way forward.

[LCarey6]

Hi Jennifer, thanks for looking into this. We've been using Cookiebot since 8 March (when DMA came into effect) so was working as expected. The other js issues I'll flag this end but just odd as nothing has changed.

[Jnix284]

Hi @LCarey6 thank you for the additional information!

The cookiebot is only defaulting necessary cookies, to allow statistic cookies the user has to click Allow All or customize the cookies to include statistics. If they are only allowing necessary cookies, this would be the most likely cause.

While "Allow All" is the first prompt, I would recommend turning statistic cookies on by default so if they customize they can see that it's important to you.

Before we run a test to confirm this as the cause, can you please verify these settings:

Since you have the tracking script added to Drupal manually, have you confirmed that you have allowed tracking for your domain in the settings here?

Settings > Account Setup > Tracking Code > Advanced Tracking

[LCarey6]

Thanks, our domain is listed within the HubSpot tracking settings, statistics are on by default now too (but can't imagine 100% of users clicked 'Decline' for the past 2 weeks).

[Jnix284]

@LCarey6 Can you run a test with one of your internal contacts to accept cookies, submit a form, and confirm if this is showing in their timeline?

[LCarey6]

The submission is but the view isn't 😕 Same story across all forms/pages.

[Jnix284 · Accepted solution]

Hi @LCarey6 sorry, I missed your reply in my inbox - are you still not seeing any views?

Since you have a paid subscription, I'd recommend reaching out to HubSpot Support to see if they can isolate what is causing your views not to show if you haven't already.

[Crystal_Hopper]

Hi @LCarey6! That is frustrating. 

I found this other conversation that might have some insight for you:
HubSpot Community - Re: Lead Attribution Issue - HubSpot Community

[LCarey6]

Thanks but afraid not - that's more attribution - we're not seeing any views on anything on our account now.

[MCabelka]

Were you able to find a solution? I have experienced the same issue and surprisingly around the same date as well. We actually were able to narrow it down that just after April 17th at 3:03pm (MST), the tracking stopped working.

[LCarey6]

Afraid not, not getting anywhere with this (though I need to add, the community has been great, as usual).