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23-Emerald IV
TomU23-Emerald IV
23-Emerald IV
November 13, 2020
Question

KB Search Not Working with Brave Shields

  • November 13, 2020
  • 1 reply
  • 2420 views

KB search does not work correctly with the Brave web browser when 'Shields' (ad blocking) is active.

 

TomU_0-1605298895996.png

 

Brave automatically blocks trackers and ads and the KB search doesn't work correctly if this is feature is turned on.  Here is what is being blocked:

www.googletagmanager.com/gtm.js?....
ptc.112.2o7.net/b/ss/ptc-support-new/1/H.21/s85937276772658?....
support.ptc.com/search/style%20library/js/sitecatalyst.js?....
ptc.112.2o7.net/b/ss/ptc-support-new/1/H.21/s854318250515?....
ptc.112.2o7.net/b/ss/ptc-support-new/1/H.21/s82260307874580?....

 

1 reply

P
Pierre_M5-Regular Member
5-Regular Member
November 17, 2020

Thanks Tom for sharing this.

I'll ask @PeterCase  to chime in but my understanding is that this is intended. Some of those trackers are used to monitor searches and track articles viewed, which helps us maintain and improve our knowledge base.

P
PeterCaseCommunity Manager
Community Manager
November 17, 2020

Hi @TomU, confirming what Pierre says above. We use different combinations of tracking software on our more popular eSupport pages to understand:

  • What our visitors are using the site for
  • Whether they are completing what they set out to do
  • If not, understand why not

We also "power" some of our tools using data from our tracking. That's why, for example we don't list an article you've recently accessed as a "Suggested Read" on the Home Page.

 

We'll take a look into why this page is particularly sensitive to this and other ad-blockers (see also the pinned post on UBlock Origin). We're planning to replace our search platform over the coming 1-2 years and possibly the front end for our next generation search will resolve this for us.

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