Environment / Context
This applies to Owl Analytics in any knowledge base. A visit, or a reader's activity, is missing from the Logs report, the Readers report, or other Owl Analytics reports, even though the reader was logged in and reading articles. Their last login date or required reading acknowledgment may look right.
Resolution
A browser extension, such as an ad blocker or privacy extension, is most likely blocking the Owl Analytics tracking script on the reader's computer. Ask the reader to turn the extension off for the tracking script so their visits can be recorded. They should follow these steps in the browser they normally use to read your knowledge base. These steps use Chrome; other browsers have similar extension menus.
- Open a new browser tab and go to the Owl Analytics tracking script.
- Select the Extensions (puzzle piece) icon in the toolbar. If an ad blocker or privacy extension is blocking the script, the extension shows that it blocked something on this page.
- Select the extension and turn it off for this site. If the extension doesn't offer a per-site option, turn it off or remove it.
- Go back to your knowledge base, reload the page, and click through a few pages.
- Check the Logs report in Owl Analytics for the new visit. The Logs report isn't available if you've turned on Turn off visits log & visitor profiles in your Owl Analytics privacy settings.
Extensions installed by your organization
If your organization installs a blocking extension on everyone's computer, ask your IT team about turning it off for your knowledge base.
If the visit still doesn't appear after you've turned off any blocking extensions, contact us and tell us:
- Which browser and operating system the visitor uses.
- Which extensions they have installed.
- When they visited and, if you have reader accounts, which reader it was.
Cause / Background
Owl Analytics records a visit using a tracking script that runs in the visitor's browser. If an extension blocks the request that sends the visit to KnowledgeOwl, the visit never reaches Owl Analytics, but the reader can still read your knowledge base normally. uBlock Origin Lite is one extension that has caused this.
KnowledgeOwl saves required reading acknowledgments and a reader's last login date itself, so those can show activity that Owl Analytics doesn't.