Operations & troubleshooting
Troubleshoot a tracking setup
Locate the failing step using DNS, click records, postbacks and account state.
Start with the symptom
| Symptom | First evidence to inspect |
|---|---|
| Cannot open panel | DNS, configured login entry, TLS, server health |
| No click appears | Actual Campaign URL, time range, request reachability |
| Wrong destination | Saved rules, selected path, rotation, caps |
| No conversion | Returned tracker click ID, postback payload, processing scheme |
| Source missing conversion | External ID, outgoing URL, source response |
| License unavailable | Tracker ID binding, applied term, expiry, disabled state |
| Update timeout | Recorded update result and current health |
Reduce the test
Use one controlled campaign and destination. Record the expected result, then inspect the actual request and click record. Change one setting at a time. A source template, DNS response and database record each answer different questions.
Read responses accurately
An HTTP 200 does not prove a conversion was attributed. A saved domain does not prove DNS is correct. A running container does not prove the application endpoint is healthy. Combine the relevant observations for the symptom.
Contact support
Provide the Nevect version, time and timezone, Tracker ID when relevant, campaign or order ID, exact error and steps already checked. Share the smallest redacted log or screenshot that explains the issue. Never send passwords, API keys, private keys or a complete installation command containing its token.
Preserve recoverability
Do not wipe data, reinstall or repeatedly replay payment/conversion events as a diagnostic shortcut. Use the supported backup and update procedures when a repair requires state changes.
Missing conversion: a practical decision path
- Find the original click. Select the correct campaign and a narrow time range in Clicklog. If no visit exists, check the actual Campaign URL and tracking-domain reachability before inspecting conversion settings.
- Inspect the offer handoff. Verify that the final offer URL carried a resolved Nevect click ID into the partner’s accepted sub-ID field. A correctly saved template is insufficient if a redirect drops the parameter.
- Inspect the partner notification. Compare its returned
cnv_idwith that exact click. Check the actual payout, currency, status, generated endpoint and notification time. - Inspect processing. Review the offer’s Upsell setting and Settings → Postback processing. Check whether the submitted status was accepted and whether it changed an existing conversion.
- Inspect reporting. Confirm filters, timezone, campaign scope and late conversions. A wrong report range can hide an otherwise valid record.
- Inspect the outgoing direction last. Once Nevect has the intended conversion, check the source external ID and outgoing URL if the traffic source still has no event.
See the complete S2S setup for parameter examples. Do not replay the same live conversion repeatedly to discover which stage failed.
Account or checkout problem
| Observation | Check next |
|---|---|
| Payment provider returned to the website | The account order may still be pending; wait for confirmation and refresh its status |
| Order is completed but panel inactive | Apply the available term to the intended Tracker ID |
| Binding exists but connection is pending | Compare Tracker ID, expiry and server-to-licensing connectivity |
| An error follows a language switch | Keep the page, action and exact error; language must not alter IDs or command bytes |
For a payment question, retain the order ID and provider reference privately. A return URL containing “success” is not proof of settlement. See orders and payments.
A useful support report
Nevect version:
Time and timezone:
Website account or server panel:
Campaign / order / Tracker ID (as applicable):
Expected result:
Observed result and exact error:
Last successful checkpoint:
Steps already checked:
Attach a small redacted screenshot or log. Remove passwords, install tokens, private keys, provider secrets and unrelated users’ data. This gives support a reproducible starting point while preserving the evidence needed to diagnose the issue.