- Check whether your experiment is running
- Figure out why you don’t see visitors or conversions on your Results page
- Figure out why you can’t see your variations
- Confirm your experiment’s targeting conditions
Are you experiencing any of the following issues? Then this article will help you get to the root cause:
You started an experiment, but after an hour or more you’re still not seeing visitors or conversions come through on the Results page.
The experiment doesn’t seem to be running on the page, and you can’t see any of the variations in your browser (outside of the Editor).
You can see variations when you use the force parameter, but not when you view the page in your browser without the force parameter.
Your Optimizely experiment is running, and you see visitors and conversions on your Results page, but can’t see the experiment live in your browser (outside of the Editor).
Usually, this problem has to do with activation or targeting issues. We’ll walk you through what that means and how to troubleshoot it.
Here’s when this article may not be for you:
You’re seeing visitors on your Results page, but not conversions. Or you’re not seeing results for a certain variation. If that’s the case, see our article on troubleshooting variation content.
You’re having trouble with goal tracking. If that’s the case, see our article on troubleshooting goals.
1. Check the snippet on the page
Before you begin this troubleshooting process, quickly make sure that the Optimizely Snippet is on your page, as high as possible in the <head> tag, and that there is only one Optimizely Snippet on the page.
Optimizely works best when installed directly in the <head> tag of every page you would like to test. Having more than one Optimizely Snippet on the page, even if it’s for a different project, can create complications.
You can also check your Diagnostic Report to make sure your snippet is installed and your experiment is live.
2. Make sure your experiment is running on the page, and you're bucketed into the variation
If your snippet is implemented correctly, check whether the experiment is active and you are bucketed into the correct variation. Here’s how to do that:
Make sure that your experiment is in Running status on your Home page.
Optimizely provides an easy way for determining whether an experiment is running. Go to the URL where you’re running the experiment, and then open your browser's console.
Now, we’ll need to ask Optimizely, “Which experiments are active on this page?“ To do this, examine the Optimizely data object in the next two steps.
Type optimizely.activeExperiments into the console. This will return a list of all experiments currently running on the page for you.
If you see your current experiment ID, you are bucketed into the experiment. You can find an experiment ID by going to your Home page > Overview > Experiments, then click that experiment and scroll down in the right-hand panel). You can also find the experiment ID in the experiment's Diagnostic Report or at the end of the visual editor's URL, for instance:
If you see an empty array ‘[ ]’ then your experiment isn’t active on the page. Investigate further by moving to the section on targeting conditions below.
Type optimizely.variationNamesMap into the console. This will return a mapping of experiment IDs to variation names for all experiments on the page into which you are currently cookied, both active and inactive.
If this returns the “Original” variation for your experiment, then your experiment is running, but you’re simply looking at the Original variation.
Use the force parameter to toggle to another variation, and see whether it appears.
If there are multiple active experiments, make sure they are not colliding (in other words, making different changes to the same element on the page). If there is interference, you can make simultaneous experiments mutually exclusive.
If you see the correct Experiment ID in
activeExperiments AND the correct variation name in
variationNamesMap, but this hasn’t resolved your issue, continue to the next section.
3. Check for targeting issues
Next verify that your targeting conditions are set correctly: audience conditions, URL Targeting conditions, or traffic allocation. Double-check each of these in Optimizely for obvious errors that would be preventing you from seeing the experiment.
First, test your URL Targeting conditions.
Once you’ve done that, try the following:
Use the Optimizely Log. This is will show you all of Optimizely’s actions and decisions. Functionality works a little differently for Optimizely X and Classic.
In Optimizely Classic, open the browser console again to read the log, and paste this in:
Then, hit Enter.
In Optimizely X, append the
?optimizely_log=infoquery parameter to your URL to read the log. Then, reload the page.
Filter the log by your Experiment ID. Paste your Experiment ID into the search field:
Check whether the log reveals any Condition errors -- in other words, that you failed to match URL, Audience, or Traffic Allocation conditions.
If you’ve failed conditions, and you don’t think you should be failing them, there is a problem with your URL Targeting, Audience, or Traffic Allocation configuration. You’ll need to change them in Optimizely.
If you passed the conditions but you’re still not seeing your experiment, move on to the next section on other issues.
If you're familiar with Optimizely Classic, you may be used to using the "log" API to read the logs for the current page load. In Optimizely X, we've updated the client so you must append the optimizely_log parameter, then reload the page to see the log. This minimizes the logging overhead for visitors and pageviews that don't request the log.
4. Check for other issues
If you’re not experiencing targeting issues, then one of these other issues may be causing the problem:
Are you using manual or conditional activation? Manual and conditional activation require specific visitor actions to take place in order for the experiment to activate. What actions are necessary to activate your experiment and have you taken those necessary steps? Use Optimizely’s log to see where your experiment may not be meeting these conditions by searching the log for your experiment ID.
Is your site dynamic? Does your single page application utilize client-side frameworks like Angular.js, Backbone.js, or Ember.js? If so, Optimizely might not be initialized properly when the next page is rendered. Explore some of the options described in this article on Single Page Applications.
Still having trouble? Reach out to the Optiverse community for additional assistance.