Pixel Troubleshooting

Article author
Knorex Support
  • Updated

A pixel is a code snippet that you embed into a website to track activities on it and its visitors. You can track the number of times a certain page, buttons or links are being viewed or clicked based on the pixel that you have embedded into them. This is useful for sales conversion tracking, identifying pages/buttons that require further optimization and many other benefits. Thus, ensuring that the pixel is embedded properly and subsequently is able to fire/trigger correctly are very important.

In many systems, pixel data is not directly available for easy verification and will require technical knowledge for interpretation. Identifying and solving pixel related issues is hence a tedious and cumbersome task, often testing one's patience besides skill. Hence, to help you troubleshoot pixel firing related issues much easier and faster, we have introduced troubleshooting feature in XPO.


1. Verify pixel status

You can check if a pixel is being fired or not by checking the status field in XPO. Status will appear as Active if it is embedded in the website and firing, otherwise status will show as Inactive.



2. Identify unique users

Unique users tracks the number of times the pixel has been fired by capturing actual unique devices/users visiting the website/webpage(s) containing the pixel. For instance, if a user visits the website 6 times and interacts with several elements within that page, XPO will report this user as one unique user.


3. View pixel insight details

XPO gives you an insight on whether the pixels are firing, what the errors might be and which are the top performing URLs. To view these details, click Action and select Details.

  • The total number of events is the total number of times the selected pixel is fired during the specific time period entered. Events can also be referred to as Funnels or Page Type.
    For example, a user visits the website 5 times and interacts with 20 different web pages. The total number of events will be 5 x 20 = 100 Events.

  • Event activity graph shows the number of funnels and interactions, (page view, view content, checkout page, etc.) for each day, showing whether the pixels are collecting data or not.

4. View pixel event performance

(A) List of funnel events

This list provides you with an overview of the added funnel(s) created while creating the specific remarketing or conversion pixel, thus helping you to understand which pages are working well and if any of them are not firing.

The Issues column refers to any errors associated with the pixels, causing it not to fire. XPO will show you the technical errors which should enable you to fix the errors.

You can view the performance of each funnel event by clicking on Details under the Action column.

You will see the 3 options on your left side as shown below:
  • (i) View Details:

    This shows an Event Activity Overview graph with a step-by-step breakdown of the Event.

    • Event time : The exact date and time when the event was fired
    • Device : On the kind of device the event occurred on
    • Referring URLs: The list of URLs the pixel was fired on
  • (ii) Diagnostics (IN PROGRESS)

  • (iii) Manage Setup

    You can download or copy the event script here and use it for your website:

    After you rectify the errors or bugs that caused the pixel status to be inactive. See an example below to solve issues

(B) URLs tracked by the pixel

This panel shows all the URLs which are fired by the pixel and their corresponding number of events (total number of times the pixel has fired on the specific URL).

This panel lets you analyze which pages from your website are firing most. You can learn what are the pages / contents that interest your visitors and how you can retarget them based on top performing URLs.

(C) Devices tracked by the pixel

This panel shows the different devices fired by the pixel and their corresponding number of events (total number of times the pixel has fired on that device type).

With device lists you can target specific device types, operating systems or device models. Bid adjustments for each device type (desktop, tablet, mobile) also gives you control to effectively manage campaign performance and return on ad spend.


  • Q: I have embedded the XPO pixel and it is still showing INACTIVE status when I check the pixel dashboard. The pixels are firing when the button is clicked. What went wrong?

    A: If a pixel is INACTIVE (see (1) above to view screenshot), it could mean a few things:

    • Pixel is not correctly embedded
    • Wrong pixel type/script is being used. See Method 2 of Step 4. You may have embedded the DCM-compliant script instead of the standard script.
    • Variable is not replaced.
  • Q: Why is XPO pixel firing other XPO pixels or other vendors' pixels?

    A: For additional functions and e.g. cross-device tracking, XPO pixel will trigger other vendors' pixel so that we can activate the respective services to render their function to you or your visitors, see Knorex Privacy Policy  .

  • Q: Is XPO Pixel secured to be used?

    A: XPO pixels are all implemented using "https" (i.e. the secured version of HTTP). With this, all data communication between browser and our servers are encrypted using industry standard. The communication is conducted in a secured manner to prevent any intercepts or sniffing from other unauthorized parties. This is the industry's recommended best practice to prevent any unwanted data leakage. Once data enters XPO system, we use a highly secured SHA-512 protocol to encrypt the data in order to protect it. Learn more about HTTPS  

  • Q: Will XPO pixel impact or has any effect on my bandwidth usage?

    A: The file size of an XPO pixel is less than 50KB and it loads once per user browser. The subsequent loading is less than 1KB. Hence, there should be negligible impact on bandwidth usage.

Was this article helpful?

0 out of 0 found this helpful

Have more questions? Submit a request



Article is closed for comments.

Didn't find what you were looking for?

Submit a request