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When comparing metrics from multiple sources, discrepancies of less than 15% can be expected. Discrepancies can occur due to ad blockers that can prevent analytics tracking or different methods used to calculate metrics.

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## Troubleshoot a discrepancy

If you experience a discrepancy that is greater than 15%, follow these steps:

  1. Confirm that your third-party analytics solution has been accurately configured with the player <a href="https://docs.jwplayer.com/players/docs/jw8-player-events-reference" target="_blank">events you want to track</a>.

  2. If you continue to see a discrepancy, submit a support ticket. Be sure to include answers to the questions in the [Submit a support ticket](πŸ”—ο»Ώ) section below.

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## Submit a support ticket

When submitting an analytics discrepancy <a href="https://support.jwplayer.com/hc/en-us/requests/new" target="_blank">support ticket</a>, please provide the following:

  1. **Answers to the following questions**:

    • With which metrics do discrepancies greater than 15% occur?

    • Expressed as a percentage, how large is the discrepancy?

    • Which third-party analytics solutions do you use?

    • For which events are you listening?

    • 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?

  2. **Raw data from your third-party analytics solution**.The data should cover a data range from a few weeks leading up to the discrepancy to then a few weeks after. The data should be broken out by date, geography, page URL, domain, browser, and device.

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