Experience Cloud ID service cookies blocked potentially causing large percentage of internal session refresh visitors | Community
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cwjg
September 1, 2020
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Experience Cloud ID service cookies blocked potentially causing large percentage of internal session refresh visitors

  • September 1, 2020
  • 4 replies
  • 1871 views

Hi, Adobe Analytics noobie here. We are noticing that on some browsers the VisitorAPI.js, is occasionally being blocked (which is hard coded onto each page). It seems to be related to cookie settings in that browsers with strict cookie settings prevent it from firing, most often during checkout where users transition from our main site xyz.com to store.xyz.com, which is actually operated by our e-commerce partner. An artifact of this seems to be a large percentage of transactions being misattributed to our internal session refresh channel in Adobe Analytics. I think that updating the way we set cookies on the site may alleviate this issue, but I'm not positive. Does anyone have any guidance or advice on this issue? 

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Best answer by Andrey_Osadchuk

Double check that the cookieDomain, trackingServer, trackingServerSecure parameters are set correctly on both sites.

Could you share or DM a link to your website?

4 replies

I
Adobe Employee
isinhaAdobe Employee
Adobe Employee
September 1, 2020

Just a quick check - are we sure we have VisitorAPI.js implemented on store.xyz.com as well? Also are you also seeing VisitorAPI.js or MID not generating on other pages of the site on xyz.com?

    C
    cwjgAuthor
    September 1, 2020
    Yes, VisitorAPI.js is implemented on store.xyz.com as well. I'm not positive that there are no other pages affected, but I will check.
    Andrey_Osadchuk
    Andrey_OsadchukAccepted solution
    Level 10
    September 1, 2020

    Double check that the cookieDomain, trackingServer, trackingServerSecure parameters are set correctly on both sites.

    Could you share or DM a link to your website?

      C
      cwjgAuthor
      September 3, 2020
      Looks like the domain on the checkout page on "store.xyz.com" is actually set to be our e-commerce partner's domain, whereas the cookie on our site is obviously our domain. I assume we'll want to fix it so that the cookie on store.xyz has our domain?
      Brian_Johnson_
      Brian_Johnson_
      Level 8
      September 1, 2020

      To add to the questions you've already been asked, are you confident that your internal domains are properly identified, and that your Marketing Channel Processing Rules are accurately defined? I ask because of this statement from your original question:

      "An artifact of this seems to be a large percentage of transactions being misattributed to our internal session refresh channel in Adobe Analytics."

      Are there other signs that point to this being a cookie/ECID issue, or is this the inflated Internal Session Refresh channel the only issue?

        C
        cwjgAuthor
        September 1, 2020
        I am pretty confident our Marketing Channel Processing Rules are accurately defined. The sign pointing to it being a cookie issue is that we were seeing a large % of internal session refresh and upon further investigation, it was significantly disproportionately affecting certain browsers that have being rolling out strict cookie settings. Furthermore, the landing page for these visits was most often a page in the checkout process.
        jantzen_b
        Adobe Employee
        jantzen_bAdobe Employee
        Adobe Employee
        September 10, 2020
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