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:
Confirm that your third-party analytics solution has been accurately configured with the player [events you want to track](🔗).
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_ section below.
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## Submit a support ticket
When submitting an analytics discrepancy [support ticket](🔗), please provide the following:
<strong>Answers to the following questions</strong>:
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?<br /><br />
**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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