Troubleshooting

The tracking script shows an error in the browser console

Short answer

Every line the tracking script writes to the browser console starts with [EnfonicaTracker], and most error messages point to the tag, a blocker or a pool rule. A few messages, such as DOM observer disconnected, are normal and need no fix.

Applies to
Tracking script
Who can do this
Whoever manages the website

Check for a known incident first. If there is one, we're already working on it, and there's nothing to change on your side.

Checking Enfonica system status…

Status page
On this page
  1. What are you seeing?
  2. There are no EnfonicaTracker messages at all
  3. No data-tracking-code found
  4. Initialization failed: HTTP error
  5. Initialization failed: Failed to fetch
  6. Invalid phone number in config
  7. Heartbeat failed, or failed to push Google Analytics identifiers
  8. What to send us
  9. Related

What are you seeing?

To see the messages, open a page of the website and open the browser console: open your browser's developer tools (F12 on Windows, Option+Command+I on a Mac), and select the Console tab. Reload the page so the messages appear from the start.

When the script is working, you see [EnfonicaTracker] Bootstrapping with tracking code: E-... with your tracking site's code. 10 seconds after the script gets its numbers, [EnfonicaTracker] DOM observer disconnected after 10s idle window. means it has stopped watching the page for new numbers. In a single-page app, it starts watching again after each page change, so you see this line again each time. Both are normal.

There are no EnfonicaTracker messages at all

The script didn't run on this page. Check these causes in order.

The tag isn't on the page

Check

View the page's source and search for ctjs.au/ct.js. If you use Google Tag Manager, use its Preview mode to see whether the tag fired on this page.

Fix

Add the tag to every page, in the template or shared header. In Google Tag Manager, use the All Pages trigger. To learn how, see Install the tracking script.

A consent tool can hold the script until the visitor accepts cookies, and some ad blockers block ctjs.au.

Check

Open the page in a private window with extensions turned off, and accept the consent banner. If the messages appear, the consent tool or a blocker was the cause.

Fix

Decide with the website owner whether the script can load before consent. The script doesn't set cookies or collect form data. To learn more, see Tracking numbers only show after visitors accept cookies. You can't do anything about blockers on visitors' browsers.

The website's security policy blocks it

If the website sends a Content Security Policy, the browser refuses scripts from hosts the policy doesn't list. The browser console shows a "Refused to load the script" error that names ctjs.au.

Fix

Ask the website's developer to allow https://ctjs.au in script-src and connect-src. To learn more, see Content Security Policy.

No data-tracking-code found

[EnfonicaTracker] No data-tracking-code found. Skipping init.

The script loaded, but its tag has no tracking code, so it stopped. This usually means the tag was typed by hand or edited, and lost the ?code=E-... at the end of its URL.

Fix

In the Enfonica Console, open the tracking site, select Settings, and under Tracking script, select Copy script. Replace the tag on the website with the one you copied.

Initialization failed: HTTP error

[EnfonicaTracker] Initialization failed: Error: HTTP 500

The script asked Call Tracking for numbers and got an error back, even after retrying three times. The number on the page doesn't change. The code after HTTP can differ.

This isn't caused by your settings. A wrong tracking code, a paused site or a domain that isn't allowed doesn't give an error: the script runs without one and swaps nothing. For those, see Tracking numbers don't show on your website.

Fix

Check the Enfonica status page and reload the page in a few minutes. If the error keeps happening, contact support with the full message.

Initialization failed: Failed to fetch

[EnfonicaTracker] Initialization failed: TypeError: Failed to fetch

The script loaded, but the browser blocked its request to https://ctjs.au. Firefox shows "NetworkError when attempting to fetch resource" and Safari shows "Load failed" instead.

Check

Open the page in a private window with extensions turned off, on another network if you can.

Fix

If the page works there, an ad blocker, a privacy extension or a network filter on your device was blocking it. If it still fails, check the website's Content Security Policy allows https://ctjs.au in connect-src.

Invalid phone number in config

[EnfonicaTracker] Invalid phone number in config: ...

The number in a rule's Find Number isn't a valid phone number, so the script can't look for it. The message shows the number it read.

Fix

In the Console, go to the tracking site's Number pools, open the pool, and edit the rule. In Find Number, enter the number the website shows, such as 02 5550 1234 or +61255501234, and select Save Changes.

Heartbeat failed, or failed to push Google Analytics identifiers

[EnfonicaTracker] Heartbeat failed: ...

Or: [EnfonicaTracker] Failed to push GA identifiers: ...

While a visitor is on the site, the script checks in with Call Tracking in the background so they keep their number, and sends the Google Analytics identifiers it finds. These messages mean one of those requests failed. The number was already swapped, so the visitor still sees their tracking number.

Fix

You don't need to do anything if it happens now and then. If it repeats on every page, check the network or a blocker as in Initialization failed: Failed to fetch.

What to send us

Include these and we can look at the website straight away.

  • The address of a page where the number doesn't change.
  • The tracking site's name in the Console, or the tracking code from the tag (it starts with E-).
  • The lines that start with [EnfonicaTracker] in the browser console on that page, or that there are none.
  • The browser and device you tested on.
Contact support

Our support team will reply by email.