Troubleshooting Campaign Issues

If you are experiencing issues with your campaign not working as expected, run through the following steps: 

1. Check if it’s related to the preview.
2. Check if it’s related to targeting. 
3. Check if it’s related to campaign setup & attribution.
4. Check if it’s related to the element selection.
5. Check if it’s related to the campaign timing. 
6. Check the Knowledge Base and the Dynamic Yield Community.
7. Open a Support Ticket.

Step 1: Check your preview

Consider how you are previewing the campaign. You can preview at either the variation level or the experience level. 

Variation Preview:

• Targeting rules considered: No
• When to use: Use the preview to check whether the design and interaction with the campaign work as expected. Don't use it to check whether the campaign is running at the right time, because the variation ignores targeting rules. 
• How: 

Experience Preview:

• Targeting rules considered: Yes
• When to use: Use the preview to check whether the campaign is being displayed on the correct pages, to the correct users and at the correct weight.
• Notes: 
• Previewing at the experience level also includes the weighting of the variation.
• If the campaign doesn’t display, check whether you’re in the control group. 
• If you want to see one specific experience, make sure to set that experience to 100% and that you meet the targeting criteria.
• How:

Solution

1. Check where you are previewing the campaign.
2. Check that the campaign works on the experience level preview.
3. If you can’t see the campaign on the experience level preview:
1. Add a cookie and test the campaign live.
2. If this solution doesn’t work, go to Step 2: Check the targeting.

Step 2: Check the targeting

Check the experience-level targeting to make sure that you are included in the campaign.

At the experience level, you can target who, where, and when: 

What to review when looking at targeting

• Are you in the right audience or user group?
• Are you on the right page?
• Are you there at the right time?

Consider campaign type:

Dynamic Content 

• Are you changing the correct selector?
• Are you on the right page? 

Multi-Touch

• Are you in the correct user group?
• Are you on the right page(s)?

Notification and Overlays 

• What is the frequency of the campaign? 
• Have you already triggered it?

Recommendations

• Are you on the right page type?
• Are you changing the right selectors?

Custom Code

• Are you triggering it the right way?
• What is the frequency of the campaign? 
• Have you already triggered it?

Solution

• Update the targeting rules to meet the proper criteria required by the campaign. 
• If this solution doesn’t work, go to Step 3: Check the campaign setup and attribution. 

Step 3: Check the campaign setup and attribution

Check whether or not Dynamic Yield is running on the page, and whether you have been put into the control group.

Use the console

• In the console, enter DYO.getUserObjectsAndVariations() and hit Enter.
• Find the campaign you are troubleshooting and expand the object.
• If the object variation says ‘do_nothing_action’, you are in the control group.
• This means that the experiment is running correctly, but you have been served the control variation.

Example: In the control group

Example: In a test group

Check the attribution window in the Dynamic Yield console

If you’re in the test group and have refreshed the page and continue to see the control banner, check the attribution window in your campaign settings:

If the attribution window is sticky for the user:
(Check to see if you are in the control/variation after doing this step)

• Expected behavior: You’ll continue to see what you’ve been served (variation or control) even if you refresh the page, or close the window and reopen it.
• You can test in an incognito window to get a new variation.

If the attribution is sticky for the session:
(Check to see if you are in the control/variation after doing this step)

• Expected behavior: You’ll continue to see what you’ve been served (variation or control) if you refresh the page. You might see a new variation after the session ends or when you open a new window.
• You can test in an incognito window to get a new variation.

Solution

• Make sure you’re in the test group by checking the traffic split, and then opening the page in an incognito window or ending the session.
• Change the attribution settings to the desired option.
• If this solution doesn’t work, go to Step 4: Check the element selection. 

Step 4: Check the element selection

If targeting a specific selector, make sure that the selector exists on the pages you are targeting. 

Use the console

• Copy and paste the JavaScript you’re using to target the selector into the console on the page the campaign is running on. 
• Make sure the selector exists on the page.

Example: Element exists

Example: Element doesn’t exist

Check the JS tab in the Dynamic Yield console

• If the selector on the page exists, make sure that it is targeted properly in the campaign JavaScript
• Common errors to review:
• Correct method is being used (querySelector, querySelectorAll, getElementById, and so on)
• Correct notation is being used (. for class, # for ID, and so on)
• Selector is a string and wrapped in quotes

Solution

• Update the element or find a new element.
• If this solution doesn’t work, go to Step 5: Check the campaign timing.

Step 5: Check the campaign timing

Ensure that the element you are targeting is on the page before the campaign runs.

Find out when the element loads on the page

Use console.logs in the JS tab of the experience to determine whether the element is defined when the Dynamic Yield script runs.

The console.logs should show that the element is not undefined:

• If the element is undefined, try the proposed solution.
• If the element is defined, continue to Step 6.

Solution

• Use DYO.waitForElement() to wait for the selector in the JS tab of the experience
  Important: Use no more than 3 of these to avoid flicker.
• Wait for the element in campaign targeting

• If this solution doesn’t work, go to Step 6: Check the Knowledge Base and the Dynamic Yield Community. 

Step 6: Check the Knowledge Base and the Dynamic Yield Community

Search based on keywords related to your issue: https://support.dynamicyield.com/hc/en-us 

Helpful articles

• Campaign information by type: Build Campaigns & Experiments 
• Analyzing results: Analyze Campaign Results 
• Targeting overview: Targeting Your Visitors 
• Debugging Evaluators

Still stuck? Go to Step 7: Open a Support ticket. 

Step 7: Open a Support ticket

If none of these solutions work to resolve the issue, open a support ticket. You can open a ticket by clicking Open a Ticket at the top of any page in this Knowledge Base.

Elements that must be included in the ticket:

• Site name and ID
• Link to the campaign
• Link to page the campaign is running on (staging or production)
• Instructions to replicate the issue (could be a link or detail about how to get into an audience or campaign)
• Issue you are seeing in detail (actual results)
• Expected results