Hi all!
We’ve been experiencing some Matomo UI outages over the past couple of months. Our most recent outage was addressed by changing performance of our EFS filesystem to “Enhanced” in AWS. But now we’re facing a new issue. Ever since the most recent outage, we’ve seen a significant amount of sessions and transactions not being tracked in Matomo. I connected with our Matomo expert already on this, and he suggested it may be a tagging issue, but we’ve already tested several tagging fixes, and nothing seems to be helping (we also have deployed Matomo across +30 brands that all leverage different technologies/infrastructures, and we’re seeing this missing transaction issue across all of them). The timing of these issues also leads us to believe that this likely pertains to some challenging-to-detect back-end issue since we’re seeing the issue across all sites and we didn’t make a company-wide tagging change that would correlate with the issue.
I’ve spent the past several days sifting through logs in both GA4 (it’s tracking fine there) and Matomo trying to identify geo, device, OS, user type, purchase type, visitor type, page load timing patterns that could explain this, and I’ve found nothing. There’s no consistency with the missing sessions or purchases. The only thing I found that may be useful is that some of the missing purchases appear to happen in clumps.
Any idea what this could be? We know the missing transactions are real because the transaction IDs correlate with real purchases in our sales cube.