HitLens Traffic Analysis

Q: HitLens does not count hits to my site.

A: There could be several reasons of this.
1. Ensure you have uploaded pages with Web CEO tracking script to your web server.
2. Check if you uploaded webceo.js file. It should be placed in the root directory of your site.
3. You should not register a URL with a redirect from it. If you do this, the program will not count hits to such a URL.
4. Check if you inserted the tracking script to all pages of your site which you want to be tracked. Click 'HitLens Settings' for that site in the Project Manager window. On the 'Pages' tab, press 'Rescan' and find pages with the missing code. Ensure they are pages you don't need to be tracked.

Q: I uploaded webceo.js file, but HitLens doesn't count hits anyway.

A: Make sure webceo.js is placed in the root directory of your site. If your site is hosted on the free server, and you don't have access to the root folder of the main site, you should make some manual modification to the tracking script.

Q: I can't get HitLens to accept my password.

A: You should have tried the wrong password. Your HitLens passwords have nothing to do with your Web CEO password. A Web CEO password is used to log on Web CEO Data Center (server).

When you activate HitLens for your added site, you are requested to set a Master password (mandatory) and Guest password (optional). The Master password allows you to modify your Hitlens settings and view traffic reports, while the Guest password allows viewing statistics only. If you are the person who activated HitLens for a certain site, you should use your Master password both for Hitlens settings and reports.

Q: What is 'Master password'?

A: When site owners add their sites and activate HitLens for these sites, it is mandatory for them to set a Master password. Master passwords are associated with the Web CEO registration details of a person who activated HitLens. Master passwords allow you to modify all HitLens settings for that site and view web statistics for it. If a site owner gives the Master password to a third person, this person will be able to view traffic reports and change a few settings for that site.

Q: What is 'Guest password'?

A: Site owners set Guest passwords if they need to share their web stats with other users. Guest passwords allow Web CEO users only to view traffic reports (no HitLens settings can be changed).

Q: I didn't activate HitLens immediately after I added my site. How can I do it later?

A: Yes, you can activate HitLens whenever you want. Select a site in the 'Project Manager' and click 'HitLens Activation'.

Q: I don't see all visits to my site in the 'Navigation Paths' report. Is it normal?

A: If only one page of your site was visited, such visits are not counted in the 'Navigation Paths'.

Q: I have changed the name of the page in the HitLens settings but it is still reported under its old name.

A: The page name in reports will change as soon as the first visitor enters the page after renaming. If you view HitLens reports soon after you have renamed the page, it is most likely that the page hasn't been visited after renaming, and that is why the page name remains old. Please check how visits to the renamed page are reported in a reasonable time interval.

Q: How to cancel the HitLens service

A: When you have made a decision to stop tracking your analyzing your visitors using HitLens, you will not want to be billed for the service you no longer use. Here is what you should do so that your credit card on file is not charged the standard monthly subscription fee:

1. Go to 'Project Manager' (File > Project Manager):
A. Select your Web site from the list
B. Press 'HitLens Settings'

2. Go to the Plan tab:
C. Press 'Deactivate HitLens'
D. Confirm that you want to deactivate the service by pressing 'Yes'
E. Press 'OK' at the info box that will pop up to tell you the service has been cancelled.

3. HitLens has automatically removed its tracking code from all Web pages you used to track. You have to upload these pages from your local PC to the Web. You can use Web CEO's Uploader (Features > Uploader) or your favorite FTP program.

If you don't do this, your pages will download more slowly than before because they will still bear tracking code that doesn't work.

Q: Why many referrers come out as “undefined” in HitLens reports?

A: There are several reasons why the referrers for visits can show as "undefined":

- If the referring site isn't on the Web, or is in the local Intranet, or is blocked by a firewall or another filter, or is in any other way unavailable for standard HTTP requests.

- If a visit started from a page of your site that doesn't have our tracking script, or the script didn't work for some reason (the page may be too large and takes a considerable time to load, so the visitor might not wait until it fully loads and would proceed to another page).

Q: There are several developers working with my pages. How do I avoid traffic misrepresentation?

A: When you're setting up the HitLens tracking mechanism with the help of the wizard, you should keep in mind the following:

The HitLens activation wizard makes changes to your html pages by adding a special tracking code to them. As long as a page contains the tracking code, HitLens is able to collect information about visits and views for this page.

If there are several people (webmasters, designers or developers) working with the pages from different locations, and they all have equal permissions to upload / update the pages on the hosting server, this may produce a mess in visitor tracking, unless the work is properly organized.

Example. You have inserted the tracking code into the local copy of your page. After that, you upload this page to the hosting server. Then, someone else uploads the same page, however without the tracking code. HitLens is activated; however you will not see the statistics, because the page on the server doesn't contain the tracking code any more.

Solution. In the multi-user mode, the proper way to organize the work of EACH user would be as follows (we assume that the HitLens service is already activated):

1. Download the pages you're going to modify from the hosting server to your folder where you keep the local copy.
2. If you wish to set up HitLens visitor tracking, via the wizard or manually, for any of the pages, scan the local copy with the help of the wizard to find out which pages already contain the tracking code. Here are the steps to complete:
• Go to File > Project manager.
• In the Project manager, select your website from the list and press the "HitLens Settings" button below.
• Once in the wizard, go to the third tab called "Pages".
• In the topmost field, select the folder where the index file (home page) of your local copy is located.
• Press "Scan". The wizard will help you further select html pages to add to the list.
• Once the list of pages is generated, you will see which pages contain the tracking code already (they are marked as "enabled") and which ones don't. The wizard will not let you add the tracking code to the pages that already contain it.

1. You may insert the tracking code only into the pages where it has not been detected. Select or multi-select (with the <CTRL> or <SHIFT> keys held down) the necessary pages and press the button "Insert tracking code" below. The pages you selected will be updated in the local copy. The wizard will automatically skip the pages which already have the code, in case there are any of them in your selection.
2. Upload the pages back to your hosting server. Thus, you may not be afraid to destroy another user's work, because the pages with the tracking code remain intact.

In general, with the multi-user mode, it is a good practice to synchronize your local copy with the server copy before making any changes to the pages.

An alternative solution may be to distribute the folders of the site between the developers, so that each developer is responsible for files within one or several separate folders on the site. This solution eliminates the possibility that the same file will be uploaded / updated by several users at a time, and therefore ensures there's no mess with the statistics.

Q: Can I grant other people access to HitLens statistics?

If you have set up visitor tracking for a Web site, you may want to allow other people (e.g. your customer or colleague) view the statistics reports.

There are two separate kinds of access you may grant them:

Guest access. This user will be allowed to see all reports concerning visits, navigation, referrers, downloads etc. A user with the guest password will not be able to see the reports containing financial information.

ECommerce access. A user with the eCommerce password will be only able to see the reports containing financial information: revenue, transactions, ROI, etc.

If you want to grant someone full access to all and every HitLens report, give them both passwords.

Step 1. Setting up guest and eCommerce passwords. (If you have already created these passwords, skip this step).

1. Go to File > Project manager. Select your Web site and click the "HitLens settings" button below.
2. The HitLens Activation Wizard will open. Go to the "Passwords" tab. Check the Share Statistics for this Web site option, if you want to allow other Web CEO users to view your traffic reports:

A. Set a Guest password that enables the viewer to see general traffic reports.

B. Set an eCommerce password enabling the viewer to see commercial reports such as revenues, conversions, efficiency of advertising, etc.

3. Press "Apply". Wait while your changes are saved to the Datacenter.

Step 2. Let other users view the reports.

1. The person whom you want to share the reports needs to install Web CEO. A Free Edition is enough to see the statistics.
2. After that, he/she needs to add this site to projects with the help of the Project manager (see Adding your site to projects).
3. When the site is added, this Web CEO user will have to go to File > Project manager, select this site and press the "Activate HitLens" button below. In the dialog box that appears, check "Activate viewer's access" and press OK.
4. Now this person is able to view the reports by going to Features > HitLens. When trying to load a report from the Datacenter, this user will be asked to enter an appropriate password (eCommerce password for reports with financial information and guest password for all other reports).