I just want to make sure I understand a few things... when you say "Stage Publish" and "Stage Author" sites... are these two different sites? Are they using different Launch properties? Or the same property?
And we'll just lay out the basics... there are:
- One (or more) Dev Environment(s)
- Only One Staging Environment (Adobe only allows one)
- Only One Production Environment (Adobe only allows one)
Your Dev environment(s) is fine, and your Prod environment as well? This is only impacting Staging?
All environments are set up with Adobe Hosted Akamai servers?
Scenario 1: Both "Stage Publish" and "Stage Author" Sites use the same Launch Property
If the sites are using the same property, and the code is available in "Stage Author" but not in "Stage Publish" this is likely an issue with the site code, more than with Launch....
Confirm that the JS reference is pointing to the correct file, and that there are no scripting errors preventing the file from loading.
Scenario 2: "Stage Publish" and "Stage Author" Sites use different Launch Properties
If you are saying you have 2 properties, and when you build both to Staging, one site sees the change, and the other site doesn't... what is the behaviour of the site that doesn't?
Is the site loading the tracking files at all? Or is the file resolving in a 404 error? Have you double confirmed that the link is 100% correct in the site code... matching what Adobe Launch environment code snippets show?
Can you load the file from the environment snippet directly, do you see the file, or do you also get a 404 error?
If Launch says the file should be located at a specific location, and that location is failing to return a file after deploying (and the deployment shows a success), it sounds like there may be something corrupted in the flow...
After exhausting all checks and confirming that the file isn't loading where it should be loading from, you may need to contact Client Care... they will have direct access to the servers and should be able to trace at a deeper level what is happening to the file.
I don't think this is something that you can resolve on your own...
Though, I don't know if this would work... you could try deleting you Staging Environment... then creating a new one... this should create a new file location (but it might use the same file location... compare the first and second)... you will need to get your developers to update all references to the new location, then you could try publishing a new build into Staging....
The problem with this approach is that once you delete the first Staging environment, you are committed... there's no undo....