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Marketing Cloud Personalization | Website Events Not Appearing in Event Stream

Julkaisupäivä: May 22, 2026
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This article provides troubleshooting steps for issues where events from your website are not being captured in Marketing Cloud Personalization. We will cover common causes related to the Salesforce Interactions SDK (JavaScript beacon) implementation and provide resolution steps you can follow.

Note: In this article, the JavaScript code registered in the Personalization UI under Web > WEB SETUP > Site-Wide JavaScript is referred to as the Sitemap.

Ratkaisu

First, the troubleshooting steps are divided based on whether or not the target Dataset has ever successfully received events.

1. If You Have Never Received Events

There may be a problem with the Personalization implementation itself (such as the beacon placement or Sitemap code) or your website's environment. Please check the following points.

Verify the Salesforce Interactions SDK Implementation

  • Confirm that the Salesforce Interactions SDK (JavaScript beacon) code is correctly implemented on the target website.
  • You can easily check if the beacon is detected correctly using the "Salesforce Interactions SDK Launcher" Chrome extension. Check the Detected Beacon section in the extension. A green checkmark indicates the beacon is detected. (See: Install the Salesforce Interactions SDK Launcher)
  • Possible Cause: If the beacon is not detected by the extension, the JavaScript code may be missing from the website or implemented in the wrong location. For Synchronous integration, it is recommended to place the beacon within the <head> tag. (See: Web Integration Considerations)
    • If you are using an Asynchronous implementation, try switching to a Synchronous implementation as a test. This can help determine if the issue is related to the SDK's load timing.

Test in a Simple Environment

  • Event sending might be blocked by the execution order of other JavaScript libraries on your site, or by your Tag Manager configuration.
  • Create a simple test page that includes only the beacon and a basic Sitemap (e.g., just a page view event) and verify if it works.
  • Possible Cause: If the simple environment works, the cause is likely a conflict with other scripts on your website. You can isolate the cause by adjusting the load order of Personalization tags and other tags, or by temporarily disabling other tools.
    • Note: When integrating with external tools, you are responsible for adjusting the implementation to ensure both tools function as expected.

Test with a Minimal Sitemap Implementation

  • To isolate the issue, implement a minimal Sitemap that only tracks page views and see if events are captured. (See: Get Started with Site Mapping)
  • Possible Cause: If the minimal Sitemap works, the original Sitemap code is likely the problem. It is important to narrow down the cause step-by-step (e.g., using console.log() to check variable values, or commenting out parts of the code) rather than trying to fix everything at once.
  • Common Sitemap issues include:
    • Incorrect pageType: The intended pageType is not being set. (You can check the current pageType using the SDK Launcher's Visual Editor. See: Sitemap Event Validation)
    • Incorrect isMatch condition: The conditional logic in the isMatch function (used to identify the page) is incorrect.
    • Event listener issues: The selector (ID or class name) for an event listener (like a click) is wrong, or the target element doesn't exist.
    • Incorrect event data: The data structure of the event being sent does not match the specifications required by Personalization. (See: Interaction Definitions)

Check Browser Developer Tools

  • Open Chrome Developer Tools (or similar) and check the Console tab for errors.
  • Possible Cause: If you see CORS (Cross-Origin Resource Sharing) errors, further investigation is needed. If you see JavaScript errors, there is likely a syntax error in your Sitemap.
  • Possible Cause: If you see CORS (Cross-Origin Resource Sharing) errors, further investigation is needed to determine which request is causing the issue. Please also refer to "CORS Errors: Causes and Resolutions" for more details. If you see JavaScript errors, there is likely a syntax error in your Sitemap.

2. If Events Were Previously Working

If event capture was working in the past, a recent change to your website or Sitemap is likely the cause. Check the following based on recent changes.

2-1. If the website was modified

There may be a mismatch between the website modifications and the Sitemap configuration.

  • HTML Structure (DOM) Changes: The Sitemap often uses specific HTML element IDs or class names as selectors to capture click events. Check if these selectors were changed or removed during the website modification.
  • URL Changes: If the URL structure changed, logic in the Sitemap that relies on URL patterns (like pageType detection) may fail.

You must adjust the Sitemap to match the website modifications.

2-2. If the Sitemap (Site-Wide JavaScript) was modified

The recent Sitemap modification may contain the error.

  • Check Diffs: If you use a version control system (like Git), check the differences (diffs) between the working and non-working versions. If not, compare against a backup. (We recommend using a version control system for diff management.)
  • Isolate the issue: If the problem isn't obvious, try commenting out the modified sections to narrow down the cause.
    • Note: Always back up your current Sitemap before making changes.

2-3. If neither the website nor Sitemap was modified

This may be caused by a Personalization platform issue or an external factor.

  • Check Salesforce Trust: Go to https://trust.salesforce.com and check the status of Personalization.
  • Browser Privacy/Extensions: Ad blockers or other extensions installed on the end-user's browser may block event sending. Scripts may also be blocked by native browser privacy features. These are dependent on the end-user's environment and cannot be controlled by Personalization. (Note: You may not capture events from 100% of users.)
    • Troubleshooting: To test this, check if the issue is reproducible in a different browser or Incognito/Private mode.

Information to Provide When Contacting Support

If the issue persists after checking all the above, please log a support case with the following information:

[Basic Information]

  • MID:
  • Dataset Name:
  • URL of the page(s) with the issue:

[Issue Details]

  • Steps to reproduce the problem (e.g., "Click the 'Submit' button on the XX page"):
  • Which event (defined in the Sitemap) is expected to fire:
  • Approximate date and time the issue was first observed:

[Troubleshooting Information]

  • Screenshot of the Salesforce Interactions SDK Launcher status:
  • Screenshot of the browser Developer Tools Console (showing any errors):
  • Does this happen only for specific users or browsers? (e.g., "Works in Chrome, fails in Safari"):

[Change History]

  • Did event capture work previously? (Yes / No)
  • (If Yes) Were there recent website modifications? (Yes / No)
    • If yes, please describe the changes:
  • (If Yes) Were there recent Sitemap modifications? (Yes / No)
    • If yes, please describe the changes:
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