👋 Start Here
When using the Cometly Report Builder, you may encounter the label 'No Source.' This label typically means that the origin of a customer’s journey couldn’t be tracked or identified. In this article, we will explain the common reasons for 'No Source' occurrences and provide actionable steps to address them.
Setting Expectations
Seeing 5-10% of events labeled as 'No Source' is normal due to factors like complex VPNs or technical limitations. However, with proper setup and monitoring, you can minimize this percentage.
Common Reasons for 'No Source'
1. Historical Customer Journeys
If a customer’s journey began before Cometly was fully installed and integrated, their source information might not be available. This is particularly common with historical data prior to tracking implementation.
Pro Tip: Retargeting campaigns can provide attribution insights for past customers. If a past customer interacts with your ads, Cometly’s flexible attribution windows can capture recent clicks, offering valuable insights into their updated interactions.
2. Pixel Code Installation Issues
Improper installation of the Cometly Base Pixel Code can prevent accurate tracking of customer journeys. Below are common scenarios and how to address them:
Scenario 1: Pixel Not Installed Across All Pages
If the pixel isn’t installed on all pages where conversions occur, Cometly cannot attribute events correctly.
Scenario 2: Third-Party Form Tracking or Iframe Forms
For third-party forms embedded as iframes, the pixel must be installed on both the landing page and the iframe to capture data accurately.
Checklist for Troubleshooting Pixel Installation:
Is the pixel installed on all landing pages that ads direct to?
Are there additional domains or subdomains requiring pixel installation?
Are third-party forms properly integrated and tracked?
3. UTM Parameter Issues
UTM parameters help identify and track specific traffic sources. Incorrect installation or configuration of these parameters can lead to 'No Source' events.
Fixing UTM Setup Errors:
Ensure all of your paid ads have URL parameters correctly configured.
View Setup URL Parameter Article
Ensure referrers from social platforms are tracked correctly by adding URL parameters to bio links and organic posts. This guarantees consistent attribution even when referrer information is unreliable.
View Social Organic URL Parameter Article
4. OAuth or Cross-Domain Tracking Not Set Up
For SaaS companies or businesses with multiple domains, proper configuration of cross-domain tracking is essential to avoid 'No Source' events.
How to Enable Cross-Domain Tracking:
Install the Cometly Pixel on all relevant domains (e.g., marketing website and app registration page).
Toggle on the Cross-Domain Tracking feature in the pixel setup area.
Benefits:
Automatic tracking of the comet_token across verified domains.
A unified view of user journeys across multiple websites.
For SaaS companies, please see our Cometly Pixel Setup Guide for SaaS Companies to set up Oauth and automatic Cross-Domain Tracking.
Troubleshooting Summary
To address 'No Source' events, review the following areas:
Historical Journeys: Were these events triggered by journeys that began before Cometly integration?
Pixel Installation: Is the pixel installed correctly on all necessary pages and forms?
UTM Parameters: Are URL parameters configured properly?
Cross-Domain Tracking: Is the comet_token linking user activity across domains?
If issues persist beyond these scenarios, contact our support team at support@cometly.com for further assistance.