UTM processing is not reporting any visitors, sessions or page views

This article describes common UTM misconfiguration problems. In order to troubleshoot, you need:

  • access to the Urchin configuration
  • at least one complete and current log file that was created after the UTM was configured and installed.

As a first step, make sure that you have configured Urchin and your site as described in the UTM Quick Install article that applies your platform.

Common Mis-configuration Problems

  1. In the Admin tool, edit your profile and click the Reporting tab. Make sure that the value for "UTM domain" on the Reporting tab matches the value used for the "_udn" variable in the __utm.js file in the document root of the website. If "UTM domain" is not set or not set properly, no sessions or pageviews will be recorded. Note that with Urchin 5.5 and later, you can leave the "UTM domain" field blank if you've left the _udn variable set to "auto" in the __utm.js file.

  2. Make sure that the __utm.gif file is installed in the document root of the website, and that its permissions are set so that it can be accessed. A missing or permission-inaccessible __utm.gif results in the hits to __utm.gif being recorded in the webserver log with a 404 (not found) status code. This, in turn, will result in no sessions or pageviews being recorded.

  3. Make sure that all pages on the website contain the SCRIPT line that calls __utm.js. Compare the Requested Pages report from Urchin 5 with the All Files by Hits report. If you are seeing hits to your pages, but no actual pageviews are being recorded it is highly likely that the __utm.js file is not being called in your page.

  4. Use the correct version of the __utm.js file in the website's document root. For Urchin 4, use UTM-1. For all versions of Urchin 5, The correct version of the __utm.js file can be found in the util/utm directory of the Urchin distribution; it can also be downloaded via FTP from ftp://ftp.urchin.com/urchin4/utm-1 (Urchin 4) or ftp://ftp.urchin.com/urchin4/utm-4 (Urchin 5)

  5. Make sure that your Urchin configuration does not include filters that interfere with UTM processing. Do not exclude gif files or add Include filters that don't allow the __utm.gif file to be processed. This also applies to the webserver configuration which may be configured to exclude image file requests from the website's log file.

  6. Within your profile's Configuration tab, click the reporting tab under Report Sets and change the Default Report Set from Basic to UTM-Enabled. This will cause the reports for Visitors and Sessions to appear.