@Jamie_Mann wrote:
Hiya,
I've recently noticed some odd behaviour by Piwik, when it comes to tracking visitors.
99% of the time, a visitor's actions are correctly grouped into a single visit. However, for some visitors, each action is treated as a separate visit, despite the fact that the actions are only a few seconds apart. Also, our website has explicitly set a user_id value for the visitor - i.e. it's a single individual performing multiple actions on our website, not several visitors behind the same IP address.
Sadly, I can't show the full raw data from these visit-actions, but the following screenshot (taken from an internal report) demonstrates how closely timed the events are
Interestingly, the above screenshot also shows that tracking worked correctly earlier in the year for this visitor on the same browser/os/ip-address, as well as when they were using a different combination! With that said, the visitor-id value has changed since their earlier logins; as we use the default "1 year" setting for the piwik cookie, this suggests that this user has done something to their browser (e.g. deleting all cookies).
Also, the example above is taken from a visitor who had logged into our website and completed a multi-step process, so our website's session-management mechanisms are working correctly. I.e. the visitor doesn't appear to be blocking cookies. In addition, this issue is occurring on multiple platforms (Safari, Chrome, iOS, Macs, Windows, etc), so doesn't appear to be due to a specific browser/os combination.
Unfortunately, I've not been able to reproduce the issue (e.g. by deleting cookies), and while I've seen that someone else reported a similar issue a few years ago (https://forum.piwik.org/t/multiple-visits-with-same-idvisitor-within-short-period/7778), there doesn't look to have been any solutions or conclusions.
Any suggestions on how to address this - or investigate it further - will be appreciated!
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