When analytics numbers are missing or look wrong
Analytics shows nothing, or a number doesn't look right.
- For
- anyone who reads analytics and doubts a number
- Where in the portal
- Analytics
On this page
An empty page, a range instead of a number, or a yesterday that is too low usually isn’t an error but a limit of what can be measured. Find what you see in the tables below.
Analytics shows nothing
| Symptom | Cause | Solution |
|---|---|---|
| No display paired yet | Without a display, there is nothing to measure. | Pair a display: Pair a display. |
| Nothing to measure on this day | No planned time was scheduled for this day, and the display reported nothing. | Check the program and the opening hours of the location. |
| A display has reported nothing since pairing. | The display software on the device is an older version that does not report plays individually yet. On the Devices page, the Device health tab shows the system image of the device. | Bring the device up to date: Updates. |
| Analytics could not be loaded. | The connection to the server is disrupted right now. | Try again. If it stays that way: Troubleshooting: where to start. |
| There was no planned hour in this period. | No planned time was scheduled for any day of the period. | Check whether a program is assigned to the displays. |
The numbers look wrong
| Symptom | Cause | Solution |
|---|---|---|
| Yesterday is too low. | Devices without a network report late. As long as a gap is open, the numbers can still rise. | Look again after the stated deadline has passed: Why is a gap not a zero? |
| Availability appears as a range. | There are open gaps. The lower number calculates with what is on file, the upper one with everything arriving. | Nothing to do until the deadline has passed. |
| The airtime is smaller than the running time in the program. | Only valid time is counted: not when the TV was on standby, the display software was covered, or a playback error left the area empty. | The day of the display shows the reason: Check a display’s day. |
| Gaps appear at night. | Without opening hours on file, the planned time counts every program hour, including at night. | Enter the opening hours at the location: Create locations and assign displays to them. |
| The planned time of a past day no longer matches today’s program. | The planned time uses the program that applied back then. Opening hours, in contrast, follow the current state of the location. | Not a finding. |
| Many plays appear as panel off. | The TV was on standby during the planned time, often because of a timer on the device. | Check timer: The planned time and the timer of the TV should match. |
| Plays appear as clock unreliable. | The clock of the device deviated by more than five seconds, it had no time source, or two plays of the same display overlap by more than two seconds. | Check the network connection of the device. Without synchronization with the server, the clock drifts. |
| Contacts are missing for a location. | No audience is on file for the location, or its displays have no location. | Set up ad space and audience. |
| “The period starts later than asked because your package only reaches back that far.” | You asked further back than your package commits to in history. Shortening is never silent. | Choose a shorter period or a larger package: Packages, trial, and what you pay for. |
| There are no hourly values anymore for days long past. | Hourly values are kept for 25 months, daily values indefinitely, individual plays for 13 months. | Save what you need for longer as an export: Run your own analysis. |
| A screenshot is missing for an older day. | Your package keeps screenshots for 1, 7, 30, or 90 days. | Samples that a proof has taken over stay with it: Proofs and links for advertisers. |
Advertising and proofs
| Symptom | Cause | Solution |
|---|---|---|
| Plays of a creative appear as wrong content. | The display showed a different file from the approved one. | Create a new creative for a new file: Create and approve creatives. |
| Plays appear as too short. | The creative ran shorter than 90 percent of the spot length, for example because a video was shorter or the ad break was interrupted. | Create videos at the spot length. |
| Plays appear as not planned. | The display showed the creative more often than the planning provided for this hour, or in an hour without planning. This happens right after booking, because a booking counts from the next full hour. It also happens on a display that the booking does not reach, or outside the opening hours of the location, for example on a public holiday. The planning provides for advertising only during opening hours. At most the planned plays and two more count. | Right after booking, there is nothing to do. If an ad break also runs outside opening hours, give that time a program without an ad break. If they pile up on one display otherwise, bring the device up to date: Updates. |
| Fulfillment is below the target today. | Displays are not reporting, TVs are on standby, or there are not enough slots. | Failures by reason and Where and when it was delivered name the cause: Analyze ad campaigns. |
| Two proofs of the same month state different numbers. | One is the closing, the other an addendum with what arrived later. | Read both together: Why is a gap not a zero? |
| The contacts in the proof are lower than in your analytics. | The proof counts only contacts of grades A and B, your own view also the self-reported data. | Not an error. A count at the location raises the grade. |
| Proofs from the Premium package | Your organization has neither direct business in its package nor takes part in the ad network. | Compare packages. |
| The verification page reports Not the signed version. | The file was changed after it was signed, or the check code belongs to a different number. | Check a proof. |
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