Stape logs - no ATC, IC with error, but PUR was ok

[Alin_Tatarca]

Hello,

I have the following situation.

No ATC events found in logs.

Begin Checkout had errors

But, PUR was received corectly.

How is this possible?
Also, please notice the timestamps, there is a 18 minutes difference between IC and PUR.

[Dan]

Hi Alin,

1. Before we point fingers to logs, are you certain those are actually tracked? The fact that it’s missing for both Data Client and GA4 speaks to that potentially.

Do you have corresponding ATC event in your GA4 property? Do you have corresponding ATC in anything that you report to off of Data Client?

2. Begin checkout errors:

HTTP 499 status code, also known as a “client closed request" ,indicates that the client has closed the connection while the server is still processing the request.

In practice this means that the page was left pretty quickly, since it’s begin_checkout I can assume it’s reported on click and you get redirected soon after.

[Alin_Tatarca]

Hi, @Dan

Doing some tests, I can see ATC in stape logs

No Begin Checkout

But the tag was fired

I am 90% sure that my setup is ok.

This is Begin Checkout tag in web side.

And this is GA4 Tag in SS.

Thanks,
Alin

[Dan]

Alin,

Hard to say, most of the obvious explanations don’t fit here.

Any chance we can get added to the container to test? If not, can you please trigger same things again but this time provide screenshots of you Network tab filtered by /collect ? Both headers/URL and payload would be of interest

[Alin_Tatarca]

Sure. You already have access with get@stape.io for web and server container.
(alaplaya dot ro)

[Alin_Tatarca]

Did you find anything suspicious, @Dan?

[Dan]

Hi Alin,

I found no fault in the setup.

Our product team will investigate if there are perhaps some issues with logging and I’ll circle back with an update. Don’t have a timeline for you unfortunately, depends on their load-factor.

Regards,

Dan

[Alin_Tatarca]

ok, thanks for informing me.

[Denis]

The product team validated your issue.
We are now working on fixing it.

Thanks for pointing us to it, and sorry for causing trouble.
I do not have a time range for when this will be fixed, but this issue has a high priority, and we will try to fix it as soon as possible.
I will notify you additionally when having any information.

[Alin_Tatarca]

Thanks, @Denis, for the info.

Not sure if this will help the product team, but I got this error from FB.

It might be related to the issue, I guess…

[Denis]

This error may be caused because of our internal test on your container.
You can mark this as resolved on FB.

We implement improvements to our lodging system. Can you please check now if the issue still persists?

[Alin_Tatarca]

Hello, @Denis,

Please give me a couple of days to monitor the tags.
For now, I am seeing more ATC tags for Data Client than GA4.

[Denis]

Sure.

We are also monitoring this on our side. Thanks.

[Alin_Tatarca]

Hello, @Denis,

Please take a look on 25.03 for view_item event.
38 for Data Client and 21 for GA4.

And this is just one exemple.

Thanks.

[Denis]

Thanks. We will check this.

[Alin_Tatarca]

Hello, @Denis

Any news on this?
There is smth that I can help with?

Thanks,
Alin

[Denis]

Hi,

I’m sorry for the delay.
We found the root cause of the issue, and we already implemented a fix for it.
I tested your container today’s morning, and all AddToCart events were logged.
But we are still monitoring the issue to make sure that it is fixed.

The initial problem is connected to the servers provider that we use.
And there are some difficulties with the fix because of the way how the service provider works.

Thanks again for raising this issue and for your patience.

I will keep you updated.

[Alin_Tatarca]

Hello, @Denis

Can you please help me with this one?
In stape logs I have 61 records for a custom event user_bun_lvl1
Looking closer, there is a GA4 claim without his pair for Data Client.

The same situation is with other events.
I should see an even number, not an odd one, right?

Thanks,
Alin

[Denis]

Not really.
Ga4 can have a few events in one request.
Also, there are different kinds of adblockers and network issues that can block requests.

[Alin_Tatarca]

Thanks for your reply, @Denis!

But I think that something fishy is going on.
Please take a look at ATC events from yesterday, 22 June

All of them have 499 status. I know what that means, but orders are coming in, I can see ATC in my FB ads manager or G ads, so I think that the problem is elsewhere.

Thanks,
Alin