How to troubleshoot Criteo OneTag errors

Account ID is missing or empty

Criteo requires specific dynamic and static parameters to be passed into the Criteo

OneTag, so that user browsing intent can be tracked and the Criteo Engine can build relevant product recommendations to be displayed on the Criteo creatives (banners).

The Account ID is a common across all the different pages where the Criteo OneTag is

implemented. The Account ID is provided to you during the initial setup of the Criteo

OneTag and is your unique identifier.

Verify the corresponding line in the Criteo OneTag, and ensure that the Account ID that

was provided to you is properly filled. If your Account ID is 1234 then the Criteo

OneTag should look like this:

{ event: "setAccount", account: 1234 }

No hit in the last 1h, 24h, 48h

You are seeing this error because one or more Criteo's events have not received a hit since at least 1 hour or more.

Step 1

• Open your browser Network panel and search for ld.js.

• If you don't find ld.js, reload the page and try to look for it again.

Step 2

• Still in your browser Network panel, search for "event?a="

• If you don't find "event?a=", reload the page and try to look for it again.

• If you still can't find "event?a=" then Criteo OneTag is not being executed and you have to set up Criteo OneTag again. To proceed click on "Reconfigure tag" blue button in top right corner of Assets > Events tracking page

Common issue

• Account parameter has been modified: Double check that the account parameter is exactly the same as the one you get from the Commerce Growth

For more information, see Events: Very low number of hits or no hits.

> Error {mandatory info} missing: parameter missing

> Error {mandatory info} missing: parameter sent with an empty value

The tracker is not firing correctly because one or more pieces of mandatory information

are sent with a missing parameter. Mandatory info includes product IDs, prices,

quantities, transaction ID, account ID, and site type.

Check that

> The Criteo OneTag on the homepage includes:

• Your unique account ID

• The correct site type (or "d" as a harcoded value)

> The Criteo OneTag on the search listing page includes:

• Your unique account ID

• The correct site type (or "d" as a harcoded value)

• Three product IDs

> The Criteo OneTag on the product page includes:

• Your unique account ID

• The correct site type (or "d" as a harcoded value)

• The product ID of the product shown on the product page

> The Criteo OneTag on the basket page includes

• Your unique account ID

• The correct site type (or "d" as a harcoded value)

• The product ID, price, and quantity of every product in the basket

> The Criteo OneTag on the sales confirmation page includes

• Your unique account ID

• The correct site type (or "d" as a harcoded value)

• The transaction ID

• The product ID, price, and quantity of every product purchased by the customer

Error {mandatory info} info not properly formatted

The tracker is not firing correctly because one or more pieces of mandatory information

are not formatted properly. Mandatory info includes product IDs, prices, quantities, transaction ID, account ID, and site type.

Make sure all parameters are entered in the correct format.

All events received in the last 1h are on the same product ID

You are receiving this error because the product ID sent in the trackers is the same for

all events received in the last 1 hour.

Check that you are providing us with the ID associated with the product displayed on

the page via the Criteo OneTag.

All events received in the last 24h are on the same product ID

You are receiving this error because the product ID sent in the trackers is the same for

all events received in the last 24 hours.

Check that you are providing us with the ID associated with the product displayed on

the page via the Criteo OneTag.

Transaction ID must be unique

You're receiving this error message because one or more Transaction IDs were duplicated on the Sales Confirmation page. This means there is an issue with either the

way you are sending us the Transaction ID or with how we are recording the sale. In order to ensure accurate sales reporting, we need a unique Transaction ID with every sale.

Check that you're passing the Order/Confirmationumber from the sale. If you are

unable to pass us this information, provide a unique or random number instead.

Alternate Ids Wrong Format

This error can occur when the Alternate Ids do not match Criteo specifications. Ensure the Alternate Ids and the value of each property meets the requirements.

The alternate ID should have the following format "alternate_ids": [

{

"type": "email",

"hash_method": "md5",

"value": "__MD5_EMAIL_REMOVED__"

}

And the value of each property, if it exists, should be a string and the hash_method should be one of the following values:

"md5", "none","sha256_md5", "s2m", "sha256"

Client IP Empty

This error occurs if the client IP parameter is included in the event payload, but its value is empty.

Ensure the value is entered and is correct in the event payload.

Client IP Missing

The client IP parameter is not included in the event payload.

Ensure the client IP parameter is included in the event payload and its value is correct.

Client IP Wrong Format

The client IP parameter is included in the event payload, but its value is not.

Ensure the value is in IPv4 or IPv6 format.

Event Type Missing

The Event Type parameter is not included in the event payload.

The eligible event types are

"viewBasket", "setData", "callDising", "viewHome", "appDeeplink", "appLaunch" , "viewItem", "viewList", "viewListing", "viewProduct", "viewPage", "viewSearch", "trackTransaction", "addToCart", "setEmail", "setHashedEmail", "vb", "exd", "vh", "ad", "al", "vl", "vp", "vpg", "vs", "vc", "ac", "ce", "id", "addPaymentinfo", "completeRegistration", "login", "startTrial", "addToWishList", "beginCheckout", "earnVirtualCurrency", "generateLead", "levelUp", "cancelTransaction", "selectProduct", "spendVirtualCurrency", "subscribe", "beginTutorial", "completeTutorial", "unlockAchievement", "playMedia", "nearStore", "visitStore"

Event Type Wrong Format

The event type is not being passed in a valid format.

Extra Data Wrong Format

The extra data format is included in the event payload but is invalid (either the type or value).

To fix, ensure the value and the type are not empty and passed as "string", "integer", "float", or "date". 

Then, work with your Criteo representative to ensure the extra_data is also declared correctly internally.

Timestamp Wrong Format

The timestamp parameter is included in the event payload, but its value could not be parsed as a date.

Valid formats are:

UNIX timestamp
yyyy'-'MM'-'dd'T'HH':'mm':'ssZ
yyyy'-'MM'-'dd'T'HH':'mm':'ssz
yyyy'-'MM'-'dd'T'HH':'mm':'sszzz

Response Type Wrong Format

The response_type parameter is in the wrong format.

It should be in .js or .gif

Request Wrong Format

The request is in the wrong format.

This could be a JSON parsing error. Ensure the parsing meets standards.

Language Empty

The account object's language parameter is included in the event, but its value is empty.

To fix this, include the language parameter in the event.

Language Wrong Format

The account object's language parameter is included in the event payload but its format is wrong.

The Language value is not a valid ISO 639 two-letter language code.

Invalid Country Or Language For Account

An invalid country or language for the account is being passed.

To fix this, contact your Criteo representative to compare with your partner app mapping.