Troubleshoot Tracking

This article is focused on troubleshooting tracking itself, not troubleshooting any issues with the collected data. You can read this article to see if this might help any issues regarding aggregating data.

There are two tracking methods in Burst;

1. Endpoint (Default)
2. REST-API (Fallback)

We will explain below how to troubleshoot if both are disabled and how to upgrade using an endpoint if you’re using the fallback method. Burst will choose the method based on your server configuration and will give a notice when there’s an issue.

What if you’re tracking with the REST-API?

Tracking with REST-API is not a problem, and the plugin will still work correctly. You can leave it as is, but we recommend trying to incorporate the endpoint to use the fastest tracking possibilities.

If so, please try the below options to either change your permissions on your root folder or add the file manually. 

What if there’s a complete failure?

If there’s a “Tracking error,” the Rest API and the endpoint are not working. We recommend starting with the endpoint and using the REST API as a fallback.

The endpoint is most likely not available in the root folder of your website because there are no writing permissions on the root. You can change either the writing permissions or add the endpoint yourself.

Change your permissions

Most likely, the endpoint failed because Burst could not write to the root of your WordPress installation. In that case, we’d suggest changing permissions. This can be temporary, as long as the endpoint is written before you change it.

To change your permissions, you should have access to your server with FTP and adjust the folder that contains your installation. In this example, it’s Public HTML:

Look for settings or permissions by right-clicking the folder.

Change the permissions to either a minimum of “664” or make sure ‘writing’ is possible. Now you should wait at least an hour so Burst can write an endpoint after you can leave it as is or change it back.

Or add the endpoint manually.

You can add the endpoint manually by adding this file to the root folder. Make sure the name of your file is exactly:

burst-statistics-endpoint.php

You can find the file here.

Or check your REST-API settings.

A security plugin can limit the REST-API. If you get a notice from Burst saying your permalinks are not pretty enough, please check your permalinks and change them to anything other than ‘plain.’

In some cases, a security plugin might limit the use of the REST-API; in this case, a quick check would be disabling the security plugin and seeing if this works. If so, find and disable the setting that limits the usage.

If this doesn’t work, we would recommend asking your hosting provider.