Mautic Community Forums

Leads disappear or don't get tracked at all

Hi,



we have been struggling with major issues for the last couple of weeks.

For some reason Mautic doesn’t see all of our leads. When I register a test account it doesn’t show up in the lead list afterwards. But when our custormers register on the live system the are shown immediately. But they get a strange number in their “days registered” field. It should say 1 or 0 but instead they get numbers like 1968 or something else. This makes sending Emails based on days of registration impossible.

The final issue which we brought up more than one time is that leads disappear from Mautic.

I tested this withChad Windnagle a few weeks back. He appeard in Mautic shortyl after his registration on our site. Now his lead is nowhere to be found.

Funny side note. The users we create in Mautic manually don’t disappear.



We really need some help and some time and will appreciate it very much if somebody is able to help us.



Best regards,



Max

Hi,

we have been struggling with major issues for the last couple of weeks.
For some reason Mautic doesn’t see all of our leads. When I register a test account it doesn’t show up in the lead list afterwards. But when our custormers register on the live system the are shown immediately. But they get a strange number in their “days registered” field. It should say 1 or 0 but instead they get numbers like 1968 or something else. This makes sending Emails based on days of registration impossible.
The final issue which we brought up more than one time is that leads disappear from Mautic.
I tested this withChad Windnagle a few weeks back. He appeard in Mautic shortyl after his registration on our site. Now his lead is nowhere to be found.
Funny side note. The users we create in Mautic manually don’t disappear.

We really need some help and some time and will appreciate it very much if somebody is able to help us.

Best regards,

Max

Hi Max

I have to be honest this is an extremely unique and pretty much impossible to reproduce the issue! I honestly don’t have any more ideas on how to help with this.

Would you consider using the free hosted version of mautic (mautic.com) temporarily to see if leads get deleted from that? Perhaps we can establish it as an issue with your server or environment this way?

Hi Chad,

well we are really running out of ideas what to do. We do track a lot of different fields via the pixel. Do you know if there is some kind of limit to it? We are struggling with the fact that only some leads don’t get tracked while others do. They don’t appear in your database at all while we can see them in ours. Can you suggest where we should start with the debugging in your source code? Which file controls the access to the tracking-image (gif)? If you can tell us we can try to debug our self.

We are currentliy using this pixel:

http://mautic.panthermedia.net/mtracking.gif?d=YTo4OntzOjg6InVzZXJuYW1lIjtzOjc6Im1icmFuZGwiO3M6NToiZW1haWwiO3M6MzQ6Im1heGltaWxpYW4uYnJhbmRsQHBhbnRoZXJtZWRpYS5uZXQiO3M6OToiZmlyc3RuYW1lIjtzOjEwOiJNYXhpbWlsaWFuIjtzOjg6Imxhc3RuYW1lIjtzOjY6IkJyYW5kbCI7czoxMjoidXNlcmxhbmd1YWdlIjtzOjI6ImRlIjtzOjEwOiJzYWx1dGF0aW9uIjtzOjQ6IkhlcnIiO3M6ODoicGFnZV91cmwiO3M6MToiLyI7czoxMDoicGFnZV90aXRsZSI7czo3MDoiTGl6ZW56ZnJlaWUgQmlsZGVyLCBTdG9ja2ZvdG9zIHVuZCBWZWt0b3JlbiAtIEJpbGRhZ2VudHVyIFBhbnRoZXJNZWRpYSI7fQ%3D%3D&timestamp=1441262628

Many thanks,

Max

Hi Max

The tracking pixel gets instantiated like this:

Config.php for PageBundle
https://github.com/mautic/mautic/blob/staging/app/bundles/PageBundle/Config/config.php#L27-L29

Links to the Controller:
https://github.com/mautic/mautic/blob/staging/app/bundles/PageBundle/Controller/PublicController.php#L322-L331

Which records the page hit action in the model:
https://github.com/mautic/mautic/blob/staging/app/bundles/PageBundle/Model/PageModel.php#L339

The PageHit then loads up the leadModel as necessary:
https://github.com/mautic/mautic/blob/staging/app/bundles/PageBundle/Model/PageModel.php#L339

Hopefully this helps you debug it! If you find a bug please do let us know!

Hi Chad,

thanks for the links.
Any info on the length of our currently used tracking pixel? We think that it may be too long because some leads don’t show in Mautic at all while others do.

Thanks,

Max