Events: Very low number of hits or no hits
Each time the Criteo OneTag is fired, Criteo receives an event; this is called a hit. If no hits are received by Criteo, it means there is an issue with the implementation of the Criteo OneTag.
The number of hits per page recorded by the Criteo OneTag on your website (Homepage, Search Listing, Product, Basket, and Sales Confirmation pages) must match or be similar to the number of hits/page views as recorded by your Analytics tool. If there is a discrepancy it means not all page views are being recorded correctly and you will need to perform the following troubleshooting steps.
Check if Criteo OneTag is properly set up
Browse your website's pages, then do the following checks:
Is the Criteo loader being executed?
Without the loader, Criteo OneTag cannot be fired.
1. Open your browser Network panel.
If you are using Google Chrome, Mozilla Firefox, or Internet Explorer, right-click on your browser page and select "Inspect", then select the Network tab as shown in the attached screenshot
2. Look for Criteo related network activity. Press Cmd or Ctrl+F to open the search bar.
Search "criteo" and try to find a network activity entry like the one below showing ld.js
If you don't find this entry, reload the page and try again
5. If you still do not see the ld.js entry you must double check:
If you are implementing the Criteo OneTag directly into the source code of your website. You must check that the JavaScript loader <script type="text/javascript" src="//dynamic.criteo.com/js/ld/ld.js?a=YOUR_PARTNER_ID" async="true"></script> is included at the beginning of the Criteo OneTag and that it's not being blocked by any other element of the code.
If you are implementing the Criteo OneTag via Google Tag Manager, check that your triggers are correctly defined and the Google Tag Manager dataLayer contains the required information used in those triggers.
If you are implementing the Criteo OneTag through a plugin or an ECP (e.g. Shopify), ensure you have the most up-to-date version, and that you have followed the installation instructions correctly.
After verifying that the loader is executing correctly, you need to perform a similar check to confirm that there is an event call being made to Criteo.
1. Using the network panel, search for an entry starting with "event?a=" as shown in the image below. If you don't find this entry, reload the page and repeat the search
2. If you still can't find the entry starting with "event?a=" it means that the Criteo OneTag is not being executed and you will need to review the implementation of the Criteo OneTag.
Common issues:
Account parameter has been modified: Double check that the account parameter is exactly the same as the one you get from Commerce Growth.
Account ID declaration:
{ event: "setAccount", account: YOUR UNIQUE ACCOUND ID },
JavaScript errors: missing brackets, square brackets, quotes, or commas: If any of these elements or operators are not used correctly, the Criteo OneTag code will be broken, generating JavaScript errors. Check that all parentheses "(" brackets "{" and square brackets "[" and quotes are entered exactly as shown in the Criteo OneTag code that you get from Integrate platform. Errors can be found around the criteo_q.push() part of the code.
Troubleshooting steps summary
Check if the Criteo loader is firing correctly (ld.js in Network tab)
Check if the Criteo OneTag tags are firing correctly (event?a=… in Network Tab)
Check that the JavaScript code is exactly the same as shown in the Integrate platform
If you are still facing issues, please contact us with the results of the Troubleshooting steps above. Sharing the screenshots of the Network tab and the OneTag JavaScript code can help speed up the resolution process.