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Upendra_Yd
April 21, 2025
Solved

Repeat User Not tracking properly

  • April 21, 2025
  • 1 reply
  • 537 views

Over the last two months , we’ve seen a massive drop in our Repeat Visitors number on Adobe Analytics.

In January, the Repeat Visitors number was 117,595 , in February, it tanked to 277 and in March the number is 33.
In end of Jan we have updated getNewRepeat code as we are getting s_nr cookie as unsecured. To fix that unsecure cookie we have updated the code with latest version but after that update we are recording the repeat users. 
How to fix this?

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Best answer by Jennifer_Dungan

Hi @jennifer_dungan 
I have already tested this multiple time are only recording the new users every time. And also I was checking the s_nr cookie under Application cookies so its showing two cookies- s_nr30 & s_nr365, I have attached screenshot also , why its showing two one with repeat and one with new value. Is it common correct behaviour?

 


Lol, this is one of the reasons I stopped using that plugin... it used to work a lot better before the cookie-apocalypse started...

 

s_nr30 is a 30 day cookie

s_nr365 is a 365 day cookie

 

The problem is, the 365 day cookie is more likely to get killed, causing weird mismatches. Logically, anyone who is Repeat in 30 days is obviously repeated in 365...  (Unless you just added that new cookie)

 

With Safari killing even first party cookies after 7 days, even the shorter 30 day cookie can pose some challenges....

 

Cookies set by a server (like Adobe's ECID) tend to less likely to be destroyed, at least compared to cookies set by JavaScript... 

 

I actually switch to making my own non-overlapping segments.

I actually presented this tip at Summit and in a Skill Exchange...

 

https://experienceleague.adobe.com/en/docs/events/the-skill-exchange-recordings/analytics/may2023/rockstar-tips

 

Maybe this would work better, as it rely on the more reliable Adobe User Identification service.

1 reply

Jennifer_Dungan
Community Advisor and Adobe Champion
Jennifer_DunganCommunity Advisor and Adobe Champion
Community Advisor and Adobe Champion
April 22, 2025

Just to clarify, you made an update in Jan and the numbers started to decrease... but you made a second update when (to fix the unsecured cookie)? You said that after the second update, the "repeat users" are tracking now?

 

Are you still having an issue with the plugin? Or are you trying to find a solution to seeing new / repeat users during the time that the plugin wasn't functioning?

U
Upendra_YdAuthor
April 22, 2025

Hi @jennifer_dungan 
we have published that library on 22 Jan and after that only we have seen the drop in repeat user traffic. There is no second update just only one. And still we are not getting repeat user's data correctly.

    Jennifer_Dungan
    Community Advisor and Adobe Champion
    Jennifer_DunganCommunity Advisor and Adobe Champion
    Community Advisor and Adobe Champion
    April 22, 2025

    Thank you for clarifying.

     

    Have you tested the implementation?

     

    I would start with an Incognito window, and open the site... check that the cookie says "new". Navigate a few pages, the value should remain "new" (as this is set at the visit level).

     

    Leave this browser open and untouched for at least 30 mins (I would leave it for an hour to be safe), then I would load another page on your site, at this point, the cookie should be updated to "repeat" as you are outside the 30 min session expiry. Every page you visit should be repeat now.

     

    If that passes, then you will have to check using non-incognito browsers, checking to see if the cookie is getting deleted accidentally, and forcing a new cookie, set to "new" each time for the same user.... This test might be performed over several days (testing all the browsers and devices you have access to)

     

    Let's see how those tests go, and then we can look at options.

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