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Tracking Issues

Common tracking problems and how to fix them.

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Events Not Appearing

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Check Installation

  1. Open your browser's developer console (F12)

  2. Look for _ll in the console

  3. If not found, verify the script is in your <head> tag

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Check Account ID

Verify your account ID in the script:

<script>
  _ll('init', 'YOUR_ACCOUNT_ID'); // Check this matches your dashboard
</script>

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Check for Errors

  1. Open browser console

  2. Look for red errors related to ListenLayer

  3. Common issues:

    • CORS errors: Contact support

    • 403 errors: Verify account ID

    • Network errors: Check ad blockers

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Forms Not Tracking

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Form Not Detected

  1. Go to Settings > Forms in your dashboard

  2. Click Scan for Forms

  3. Check if your form appears

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Form Platform Not Supported

We support most popular form platforms. If yours isn't detected:

  1. Check our supported platforms listarrow-up-right

  2. Use the SDK to track manually:

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AJAX Form Not Tracking

For forms that don't reload the page:

  1. Ensure the form has a unique identifier

  2. Check that the submit button is inside the form

  3. Try adding a slight delay if using custom JS

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Video Not Tracking

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YouTube

  • Ensure enablejsapi=1 is in the embed URL

  • Video must be embedded, not linked

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Vimeo

  • Video must be embedded with their iframe embed code

  • Player JS API must be enabled

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HTML5

  • Video must use the <video> tag

  • Must have src or <source> elements

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Page Views Not Recording

  1. Verify the script is on every page

  2. Check for SPA (Single Page App) - you may need to call _ll('page') on route changes

  3. Ensure no JS errors are blocking execution

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