Is there something going on with stape lately?

1

I have encountered quite a lot of strange issues using stape lately.

First, the server GTM missed many requests yesterday. I got around 10 leads which i can see from the form on my website, but the server hubspot tag creating contact only registered 5. Also the same number of conversion is missing from my google and meta ads. If this is an issue with stape server performance, then honestly, I might as well use client side tracking for all the hassle and money.

Second, the hubspot tag by stape is suddenly behaving very strangely. Sometimes it generates 2 contacts for one submission. It’s almost as if it sends data 2 times for 2 events even when there is only one event in server GTM triggered. Because I use a placeholder email with unique event id in it, I can see this very clearly. Also it does not happen all the time and only happens some of the times. This is still ongoing when I tested it just now.

Third, the new ga4 bypass does not work. I use a clean wordpress website with barely any plugins and only a formidable form, and I use the GTM server side plugin. I use all the standard set up following stape.io document and everything was working before. I turned on the ga4 bypass in custom loaders and then all requests to server GTM are delayed by about 30 seconds. Tried restarting everything and asked in the community and did not receive a proper response.

Fourth, the stape.io analytics showed up a big spike of requests recovered by ad blockers around 3 days ago. It used to stay around 3% and on that day it’s 40%. Then total requests have been dropping sharply every since, with requests recovered by ad blockers to 3% again the following day and then 0% today. All my website and ad setup was the same throughout the period.

Fifth, I could not login to stape.io sometimes recently and the stape community pages load very slowly for a while a few days ago.

Please let me know if all or any of my above issue is related to any issue or change of performance of stape server. If yes, then let me know when i can expect things to normalize because this kind of erratic patterns are very disconcerting. Unreported and unrecognized broken tracking issues can cause big losses to businesses.

2

Hey @Fan_Zhong

First, the server GTM missed many requests yesterday. I got around 10 leads which i can see from the form on my website, but the server hubspot tag creating contact only registered 5. Also the same number of conversion is missing from my google and meta ads. If this is an issue with stape server performance, then honestly, I might as well use client side tracking for all the hassle and money.

You can always check the status of Stape servers and services here: https://status.stape.io.
Doesn’t look like there’s been any problems in the last few days here.

The problem you describe is most likely related to one of two things:

a) you have a consent and you don’t count it in the results (i.e. the user has cancelled the consent and because of that you didn’t track this event).

b) implementation problem. That is, it’s either a problem with the way tags are configured and for some reason they don’t work in some cases (this can often be the case if you don’t use a data layer).

c) some events do not contain mandatory data to be accepted by the platform.

Here I can advise to enable event logging in Hubspot tag - it will allow to exclude or confirm option c).

It is also worth making additional events by which you can track tracking behaviour. For example, if some of your tags are triggered simply by the url thank you page - add an additional event to this trigger and analyse if it works the same or if there are differences.

Also, if you are using GA4 - this can often help you troubleshoot implementation issues.

Second, the hubspot tag by stape is suddenly behaving very strangely. Sometimes it generates 2 contacts for one submission. It’s almost as if it sends data 2 times for 2 events even when there is only one event in server GTM triggered. Because I use a placeholder email with unique event id in it, I can see this very clearly. Also it does not happen all the time and only happens some of the times. This is still ongoing when I tested it just now.

Can you please provide examples here? That is to replicate the conditions, there’s no way the server, i.e. hosting behind the container can make the tag fire twice (assuming single event) so it must be tag behaviour, so need to know more about the conditions. Please exclude anything sensitive but we do need detail.

Third, the new ga4 bypass does not work. I use a clean wordpress website with barely any plugins and only a formidable form, and I use the GTM server side plugin. I use all the standard set up following stape.io document and everything was working before. I turned on the ga4 bypass in custom loaders and then all requests to server GTM are delayed by about 30 seconds. Tried restarting everything and asked in the community and did not receive a proper response.

Again, need more input from you. Can you give us a site where this occurs? Or perhaps you can record a video demoing it?

Fourth, the stape.io analytics showed up a big spike of requests recovered by ad blockers around 3 days ago. It used to stay around 3% and on that day it’s 40%. Then total requests have been dropping sharply every since, with requests recovered by ad blockers to 3% again the following day and then 0% today. All my website and ad setup was the same throughout the period.

You should definitely contact the support team with this, they should probably check your analytics are working in the container: https://help.stape.io/hc/en-us/requests/new

Fifth, I could not login to stape.io sometimes recently and the stape community pages load very slowly for a while a few days ago.

Unfortunately, I don’t think anyone here can help. It sounds like your local connection problem. I recommend checking this with different internet connections (from a different network/device). There are no related incidents reported from our infrastructure.

Please let me know if all or any of my above issue is related to any issue or change of performance of stape server. If yes, then let me know when i can expect things to normalize because this kind of erratic patterns are very disconcerting. Unreported and unrecognized broken tracking issues can cause big losses to businesses.

I checked with the support team just in case and they confirmed to me that they have not received any such or even similar requests for any of your points. But you can always contact them if you have any problems related to Stape services.

3

Thanks for the detailed response! I am relieved to know that there is no performance issue from the stape server side. I will look into all of my issues individually. Thank you!

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