If you're encountering errors or issues with verifying the RB2B tracking script, here are the most common causes and solutions to help you resolve them.
1. Error: "We were unable to find the script on your website."
Error: We were unable to find the script on your website. Please ensure you have installed the script correctly.
This error indicates that the tracking script could not be detected. Below are the most likely causes:
Cause: Blocked by Cookie Acceptance Policy
If your website uses a cookie policy banner, it may block the RB2B script until users accept the policy.
Solution: Ensure you accept the cookie policy in the pop-up to allow the script to run. Verify that the banner’s settings are configured to activate the script once consent is given.
Cause: Content Security Policies are preventing the script from running.
Check your console for this error.
Refused to load the script 'URL HERE' because it violates the following Content Security Policy directive: "script-src 'self' 'unsafe-inline'
Solution: You'll need to add exceptions to your Content Security Policy to allow RB2B's tracking script to run. To obtain a list of exceptions, please contact RB2B support at [email protected].
Cause: Google Tag Manager (GTM) Related Issues
If you use GTM to publish the RB2B script, the most common reason is that your changes have not yet been published.
Solution: Confirm that the changes have been published per GTM’s instructions. It's common for users to save their changes but forget to also publish them.
Cause: Script Installed Improperly or Not Installed
If the script has not been installed, the verification will fail.
Solution: Refer to this troubleshooting guide related to malformed scripts during installation.
Solution: Refer to the RB2B installation guides for your platform and ensure the script is added correctly before attempting verification again.
2. Error: "The authorized domain does not appear to match."
Error: The authorized domain do not appear to match.
If the script is detected but the domain does not match the one authorized in your RB2B account, you’ll see this error.
Cause: Mismatch Between Authorized and Current Domain
This typically happens when the domain set in your RB2B account is formatted differently from the actual domain where the script is running (e.g., missing or including "www").
Solution:
Visit the script setup page in your RB2B dashboard.
Click the Add Domain button to enter the correct URL format (e.g., without "www" if necessary).
Set the new domain as active by clicking the Make Active button.
Re-run the verification by clicking Test Script beside the primary domain.
3. Error: "The website is running a different script."
Error: The website is running a different script. Please validate that the script is installed properly and try again.
This error indicates that an RB2B script was detected, but the ID within it does not match your account.
Cause: Incorrect Script ID
The ID in the script (rb2b.load("YOUR-UNIQUE-ID")) might not match the one associated with your account, which can occur if a colleague previously installed a different script from their account.
Solution: Verify the ID in your tracking script matches your account ID. If another team member has already set up RB2B, you may need to merge accounts or use their existing setup.
Cause: Outdated Version of the Script
On the morning of November 1, 2024 RB2B made changes to the HTML snippet for all accounts. Using the script verification tool with an older version of the script will result in the "The website is running a different script" message - but
Solution: Please ensure that you have retrieved the latest version of the script from https://app.rb2b.com/script/setup_script_html and try again. The old version of the script will work if installed correctly and will auto-verify once it identifies a visitor but the best practice is to update your tracking script to the latest version to avoid any complications.
4. No Error Message Displayed
No Error Message Displayed
If the verification window doesn’t close and no error message appears, it usually indicates a redirect issue.
Cause: Redirect to a Different Domain
Ensure that the domain shown in the verification pop-up matches the primary domain authorized in your RB2B account.
Solution: Refer to the solution under Error: "The authorized domain does not appear to match".
Cause: Redirect to/from "www." Version
Does the domain in the pop-up window match that of the primary domain exactly?
Your website is redirecting traffic from the naked domain to the www. version
Your website is redirecting traffic from the www. version to the naked version.
Solution (If Example 1): You've authorized our script to run on the naked domain which also allows it to run on all subdomains, www included. This is our recommended setup method. No action is needed on your part and the script will automatically verify itself the moment it transmits the first byte of data, making manual verification a helpful but not mandatory step.
Solution (If Example 2): We recommend removing the www from your authorized domain to allow the tracking script to run on the naked domain as well as all subdomains on which it is installed, www included. Please find the solution here: Error: The authorized domain do not appear to match