DocumentationExperience Cloud KCS

Troubleshooting Web Personalization (RTP) - RTP Tag

Last update: August 18, 2026

Description description

Included in this Article:

  • Enabling or Checking if the Tag is Enabled
  • Validating the Tracking Code
  • Checking if the Tag Executes the Tracking and Personalization Code

Enabling or Checking if the Tag is Enabled

Log in to RTP and enable the tag within the Account Settings page.



RTP - Go to account settings.png

Confirm the Tag toggle is set to On

tagon.png

Validating the Tracking Code

Check if the RTP tracking code is injected into your website’s pages.

In a web browser, open the developers console. Go to Network, Search for rtp. Locate the rtp.js.

script.png

Checking if the Tag Executes the Tracking and Personalization Code

You should see four RTP calls:

    1. rtp.js
    2. trw
    3. msg, appearing twice

If you only see the first rtp.js call but not all other calls, check the following:

  1. Validate the tag’s account ID

    1. In RTP, go to Account Settings, click Generate Tag, and confirm the correct Account ID

      rtptag.png

    2. Confirm the Account ID is the same in the code installed on this page (it’s case sensitive)accountid.png

    3. Validate there are no javascript errors.

      1. In Developers Tools, go to the Console tab and check if there are any error messages related to RTP or to jQuery

    4. Validate the tag is injected properly

      1. Check if the tag is not cutting code lines or any remark elements are not there.

        1. The RTP tag is between remark elements.rtptag2.png
        2. Some of the RTP code lines are commentedtag3.png

      2. In the Developers Tools, go to Sources and add break points in the RTP tag. Refresh the page and see if there are any errors.tag4.png

Resolution resolution

For technical assistance contact Marketo Engage Customer Support.

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