Conversions API

Conversions API Gateway - Troubleshooting Errors and Warnings

If you notice that server events are missing, or the volume of server events is lower than browser events, use this documentation to troubleshoot the issue. For information about troubleshooting tools, see Conversions API Gateway - Troubleshooting Tools.

Use the following troubleshooting steps to help identify the issue:

  1. Navigate to Events Manager
  2. Open website in the browser
  3. Conversions API Gateway admin UI

Domain Is Not Configured to Send Events

The Conversions API Gateway will receive events from the connected domains you configure during the integration setup. If the volume of server events appears lower compared to the browser events, it may be because the Pixel is firing on domains not yet connected to Meta.

Diagnostics

  • Log in to the Events Manager
  • Select the appropriate event
  • Click on View Details and select Event Overview
  • From the drop down on the left, select Domains to find the domains that the browser events are firing from
  • If those domains are missing or different from the configured domains, it’s expected that the browser events are not captured

Resolution

  • Add required domains to your Conversions API Gateway connection by following this guide.

DNS Is Not Configured or Wrong DNS Mapping

The Conversions API Gateway is hosted on AWS, which assigns it an IP address upon creation. You have to map a subdomain of your domain to this IP address so that the Conversions API Gateway endpoint can be reachable from the browser through a first-party request call.

Diagnostics

  • Use an online DNS checker like https://dnschecker.org/ to verify if the Conversions API Gateway domain is resolved to the right IP address and is fully propagated. If your domain is not resolving to any IP address, refer to the resolution section for the next steps.
  • Get your Conversions API Gateway server IP address from your AWS EC2 dashboard or ask this information to your cloud infrastructure point of contact.
  • If the two IP addresses are different, refer to the resolution section for the next steps.

Resolution

  • Work with an admin on the domain registrar.
  • Update the DNS record in your domain registrar with the IP address of your Conversions API Gateway server (the one shown on your AWS EC2 dashboard).
    • Set a DNS A record that maps your Conversions API Gateway subdomain to the server IP address generated during the set up.

Certificate Was Never Issued

If the Conversions API Gateway never had a certificate issued from Let’s Encrypt, even a long while after the DNS is configured correctly, it means your domain is so popular that Let’s Encrypt refused to issue one.

Resolution

  • Consider putting an AWS Load Balancer (ALB) in front of the Conversions API Gateway instance and use the ALB to host the certificate you own.

Certificate Was Issued but Expired

This issue happens if you closed port 80 after the Conversions API Gateway was successfully installed, or you are running in old versions.

Resolution

Gateway UI Is Not Accessible

This issue happens if you closed port 80 after the Conversions API Gateway was successfully installed, or you are running in old versions.

Resolution

  • Verify that the IP address for the Conversions API Gateway instance matches the DNS configuration. If not, see DNS Is Not Configured or Wrong DNS Mapping.
  • If the server is unresponsive, this can be due to a temporary network error and can be resolved by restarting the instance. It can take a few minutes for Conversions API Gateway to start, so wait about 10 minutes to log in again.

Gateway Requires Version Upgrade

It may appear that the Conversions API Gateway of versions prior to v1.0.8 stopped sending events to Meta. We suggest you upgrade it to at least v1.0.8 to maximize the benefit of the setup. It will resume the events flow and ensure automatic updates in the future.

Diagnostics

  • To check the current version of the Conversions API Gateway:
    • Open your Conversions API Gateway admin UI:
https://<Conversions API Gateway Endpoint>/hub
  • Check the current version of your Conversions API Gateway server:
    • Left side menu > Settings > Updates

Resolution

To upgrade the Conversions API Gateway, do the following:

Troubleshooting with EKS Logs

If you encounter any issues installing the Conversions API Gateway for single-account EKS version or multi-account version, you can refer to the logs to troubleshoot the problem.

The EKS installation log is available in AWS Cloudwatch under the group name “ConversionsAPIGateway/cloud-init-output.log”. You can check if there are any error messages. Common errors include exceeding AWS resource limitation and lack of AWS permissions.



DNS Record with CAA Type Does Not Have amazonaws.com

If the DNS record the Conversions API Gateway asks to set up has a proper TLS certificate or does not have a CAA record, you can ignore this section.

If you have a CAA record for the domain, please make sure to provide amazonaws.com as the value for the CAA record if you have installed the AWS EKS version of Conversions API Gateway (for Single Account) or Conversions API Gateway for Multi Accounts version 1.10.* or later which uses AWS Certificate Manager for domain creation. An example of the CAA record would be:

0 issue "amazonaws.com"

If you have installed Conversions API Gateway for Multiple Accounts version 1.9.* or earlier, please make sure to provide letsencrypt.org as the value for the CAA record. An example would be:

0 issue "letsencrypt.org"

See Also