What Is Happening and Why
After a Search Atlas platform upgrade, your OTTO Pixel may display a duplicated or incorrect UUID in the dashboard. This is a known issue that can occur when a platform upgrade affects the existing pixel configuration. Because this issue involves the relationship between your Search Atlas account and your Google Tag Manager (GTM) setup, the exact steps to resolve it depend on your specific account state and configuration.
Generic steps like clearing your cache will not resolve this issue. The root cause is a mismatch between the UUID in your GTM container and the UUID currently active in your Search Atlas account. Resolving it requires locating your current active OTTO Pixel UUID in Search Atlas and ensuring your GTM tag reflects that same UUID.
How to Identify This Issue
You are likely experiencing this problem if you notice any of the following after a platform upgrade:
- Two different UUIDs appear under your OTTO Pixel settings in Search Atlas.
- The OTTO Pixel status shows as disconnected or unverified despite the script being present on your site.
- GTM is still firing a UUID that no longer matches what appears in your Search Atlas dashboard.
- OTTO automations are not triggering or tracking correctly.
What to Prepare Before Contacting Support
Because the specific resolution for UUID duplication depends on your account configuration and cannot be completed without account-level access, our support team will need to assist you directly. To help us resolve this as quickly as possible, please have the following ready when you reach out:
- The name of the affected OTTO project.
- The UUID or UUIDs currently showing in your OTTO Pixel settings (screenshot helpful).
- The UUID currently in your GTM tag for the OTTO Pixel (screenshot helpful).
- The date or approximate time the duplication was first noticed, especially if it followed a platform upgrade.
- Whether OTTO automations have stopped triggering or tracking since the issue appeared.
If you need further assistance, open the chat widget in the bottom-right corner of the platform and type human teammate to be connected with a member of our team.