Troubleshooting - Web Personalization (RTP) Campaigns Not Showing

Included in this Article:


Testing Campaigns by Sandboxing

Sometimes you'll need to see what your campaign looks like live on your website without customers being able to see it. Sandboxing allows you to match a segment and see the campaign live by targeting a specific term added into the URL. Since leads won't randomly guess the value and alter the URL, it's safe to test on a live site. Here's how you do it.


1. Create a new 'Sandbox' segment and call it "Sandbox=1"

  • Add the Included Pages filter and enter *sandbox=1* as the value for the URL matches.

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  • Add all other filters you need. When used in combination with the *sandbox=1* URL match, it will match just like your other segment you want to test, but only if you have "sandbox=1" in the URL.


2. Create a campaign called: "Sandbox=1" (or alter the campaign you're working on) to use the "Sandbox=1" segment.

  • Verify that your campaign is set up properly, then launch the campaign.

3. Go to the webpage you're testing with. Let the page load fully.

4. Add ?sandbox=1 at the end of the URL and hit enter.

5. Verify whether the sandbox campaign is being displayed.




General Tag Checklist


  • Check the Product Documentation:

Troubleshooting Web Personalization (RTP) - RTP Tag


  • Verify the tag exists in the HTML code on your website

     All pages, all domains, all sub-domains and landing pages need to have the RTP tag in the code in order for it to work properly.

    • The RTP tag can be loaded through a tag manager like Google Tag Manager, Adobe Tag Manager or Tealium Tag Manager. If the RTP tag is not directly in the HTML of the page, remove it from the tag manager and load it directly into the HTML of the page.
    • RTP tags can be used with tag managers, but removing it and placing the tag into the HTML of the page directly will let you test whether there is a problem being introduced by the tag manager itself.


  • Make sure that the right tag has been inserted properly

    • Check the Deploy the RTP JavaScript - Marketo Docs - Product Docs documentation for how to locate the RTP script tag. This will show you how to actually locate and deploy the RTP script tag.
    • If your instance has more than one domain configured, you will have access to more than one RTP tag that can be deployed.

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Each domain that is configured in your instance will have its own unique script tag. If you use the wrong one in the wrong place, your campaigns will not execute as planned.



  • Verify the tag is enabled

1. Go to 'Account Settings'


2. Make sure the tag is enabled

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Website Checklist


  • Verify there are no jQuery or JavaScript errors

Navigate to your site and open the developer's tool Console panel.

Check for any errors such as this:

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  • Verify In Zone campaign Div IDs

    • In Zone campaigns utilize a Zone ID to identify where the RTP campaign should be inserted into the body of the page. This is the Div ID in the HTML code of you website. 

    • Verify the Div ID exists in the HTML code on the page where the campaign should be displayed. Even small differences in the Div ID will cause it to not match, resulting in the campaign not displaying.




Segment Checklist


  • Verify that the segment has had matches.

When viewing you list of segments, make sure that there have actually been matches. If your segment hasn't matched any leads, there's no way the campaign can be called to action

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  • Verify the Segment is set for the relevant domains.

Segments can be set to only apply to certain domains configured in your instance. If your segment is only applying to one of multiple domains you need, that would stop the segments from matching very often, and stop the the associated campaign from being called to action.

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  • Verify ISP setting

When using the "Exclude ISP" filter, it's important to make sure when testing that you aren't showing up as an ISP. The network you're on plays a very big part in how you appear to the RTP system.

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  • Verify location settings

If you have a location filter in use, you could be not matching the segment because the filter thinks you're coming from a different location based on your network's settings.

    • Are you physically in the location your filter is searching for?
    • Is your network representing the correct location?

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Campaign Checklist


  • Check for target URL

If the campaign is set for a specific target URL and you aren't viewing that exact page, the campaign will not display.


  • Are there any JavaScripts in the campaign?

JavaScript running inside of an RTP campaign can cause conflicts. Try removing the JavaScript and testing it. If the campaign displays as it should, then you know the JavaScript caused the issues.




Important notes about Widget campaigns

  • Widget campaigns will only show up once per session.
  • A session lasts for 30 minutes since the last click on a tracked web page, so the session times out after 30 minutes of inactivity.
  • To view your campaign again, clear your cookies, use an incognito mode, or use a different browser