Troubleshooting
When tracking the performance of your content using JWP analytics, you may encounter certain issues:
- Discrepancies in performance metrics
- Failure to capture data in the Analytics dashboard
This article provides essential troubleshooting steps to help you resolve these issues and ensure accurate data reflection.
Troubleshoot discrepancies
When tracking the performance of your content, discrepancies of less than 15% can be expected. However, discrepancies over 15% may appear when comparing metrics from multiple sources. Discrepancies can occur due to ad blockers that prevent analytics tracking or different methods used to calculate metrics.
Submit a support ticket for discrepancies
JWP Support can help resolve discrepancies. When submitting a support ticket for an analytics discrepancy, please provide the following information.
Context of the discrepancy
For JWP Support to understand the discrepancy, provide answers to the following questions:
- For which metrics do discrepancies greater than 15% occur?
- Over what period do the discrepancies occur?
- When expressed as a percentage, how large is the discrepancy?
- Which third-party analytics solution do you use?
- Have any recent updates been made to that analytics solution?
- Which events are you listening for?
- Are the metrics related to those events also showing discrepancies?
- To the best of your knowledge, when did the discrepancy begin?
- Is the discrepancy still appearing in your reports?
- Have any recent code changes been made to your properties?
- Have any recent changes been made to your player configuration, settings, or playlists?
Raw data from your third-party analytics solution
Ensure the data covers a time range from several weeks before the discrepancy to several weeks after it (or up to the present date). Please break out the data by the following dimensions:
- Date
- Geography
- Page URL
- Domain
- Browser
- Device
FAQ
How do I reconcile a discrepancy greater than 15%?
If you experience a discrepancy that is greater than 15%, follow these steps:
- Confirm that your third-party analytics solution has been accurately configured for the player events you want to track.
- If the discrepancy persists, submit a support ticket. Be sure to include context for the discrepancy.
Troubleshoot data capture issues
If your data does not appear on the Analytics page of the JWP dashboard, you are likely experiencing an issue with your data capture setup.
Data capture typically fails due to the setup issues below.
| Cause | Description |
|---|---|
| External URL lacks a Media ID reference | (Most common) An external URL is used without a reference to a JWP Media ID We strongly recommend using the default Media IDs generated by the JW Platform for reliable data capture. However, if you choose to create your own Media ID, it must adhere to the JWP format and be assigned to the mediaId property. |
| Custom player embed | An issue exists within the custom player embed For more information, learn how to embed a player to enable platform services. |
Submit a support ticket for data capture
When submitting an analytics data capture support ticket, please provide the following information.
Context of the data capture failure
For JWP Support to understand the discrepancy, provide answers to the following questions:
- Are you using the default Media IDs generated by the JWP dashboard, or have you created your own Media IDs?
- If you created your own Media IDs, are they exactly 8 characters in length and correctly assigned to the
mediaIdproperty in your embed code? - Are you using any external URLs for your content? If so, have you ensured that each URL references a JWP Media ID?
- Have you recently made any changes to your player embed code or custom player setup?
- Are the Media ID and Player ID from the same property?
- Did you follow JWP guidelines when embedding the player to ensure platform services, including analytics, are enabled?
- Are you experiencing data capture issues across all players on your site, or is the issue isolated to specific players or content items?
- When did you first notice that data was not appearing in the Analytics section of the JWP dashboard?
- Have any recent code changes been made to your website or player configuration that could impact data capture?
- Are you using any third-party tools or plugins (such as ad blockers) that might interfere with data capture?
- Is there a particular type of content (e.g., single videos vs. playlists) or platform (e.g., web vs. mobile SDKs) where the data capture issue is more prevalent?
FAQ
How do I create my own Media IDs?
For reliable data capture, we strongly recommend using the default Media IDs generated by the JW Platform. This ensures that the full range of media data is captured and reflected accurately.
Learn how to host and register your media with JWP.
The JW Platform generates default Media IDs for all content. However, you can create your own Media IDs to track performance analytics.
If you choose to create your own Media ID, it must consist of eight, alphanumeric characters. The custom Media ID must also be correctly assigned to the mediaId property in your setup.
After creating your custom identifier, you can get a single media object with an external ID using the Delivery API.
Updated about 15 hours ago