If you’re encountering click discrepancies between your TUNE network and another network, some basic steps can solve or quickly identify the problem.
Since click discrepancies are generally caused by differences in application and time zone settings, we recommend working through the steps below until your issue is resolved.
This article is part of our FAQs & Troubleshooting series.
1. Compare Click Metrics Settings
In TUNE, you can report conversion rate performance using unique (per visitor) or gross (all) clicks. Since someone can click a link more than once, the unique clicks number will almost certainly be less than the gross clicks number.
Go to Company > Customize Application > Settings > Tracking. Find the Click Metrics setting. Your setting should match that of the other network. Otherwise, there may be a discrepancy because the two networks are counting clicks based on different methods.
2. Compare Time Zone Settings
There may be click discrepancies because you and the other network are reporting on stats for different time zone settings.
Click Reports in the main menu. Under Options, select the time zone of the other network. Under Timeframe, select the date range of the click discrepancy, then click Run Report. Check the results to see if the click discrepancy was caused by a mismatch of time zone settings.
3. Compare Targeting Settings
In some cases, a user will be purposefully redirected through one network’s tracking to another network’s tracking. If the second network is enforcing offer targeting and the user is not part of the targeted audience, then the second network won’t record the click for that offer.
Go to Offers > Manage Offers. Select the relevant offer, then go to Targeting and click the Edit button. Your targeting settings should match those of the other network. Otherwise, the click discrepancy may be a result of the mismatched settings.
4. Examine Server Logs Report
Our server logs may have information about why a click wasn’t counted. Stats are aggregated by default and can be exported to a CSV file.
Go to Reports > Server Logs. Select the appropriate time frame, then click Run Report. Examine the logs for relevant information to your click discrepancies such as error messages related to targeting or incorrect links.
5. Confirm Click Successes
When a user fires the tracking link, their browser should go through both your TUNE tracking link and the other network’s tracking link before reaching a landing page. If one of the tracking links doesn’t load, you may need to contact the downstream network or advertiser.
To test using Google Chrome or Mozilla Firefox:
- Right-click anywhere on a web page and select “Inspect” from the menu.
- In the window or pane that appears, select the Network tab. This tab displays each HTTP request the browser makes.
- Clear any values listed in the table using the button in the top left.
- Type or paste the first tracking link of the redirect chain in the destination bar, then press Enter.
- At the top of the events table, select your tracking link.
- Select the Headers tab to view more information about that redirect event.
- Confirm the response location URLs (page redirected to) for each redirect event.
If you reach an unsuccessful HTTP request or unexpected response location URL, record the provided “Status Code” and response location URL.
Provide this information to the downstream network or advertiser for additional troubleshooting.
6. Further Investigation with Event Tracer
Although most click discrepancies can be resolved using the above methods, there may be other factors specific to your situation.
Our powerful event tracer tool is a great resource for further study of your network’s logs. To access this tool, go to Reports > Event Tracer.
Information from the tool can then be used to work through the problem on your own. Additionally, it can help our support team when submitting a ticket through the Contact Us page.