If you’re encountering click discrepancies between your TUNE platform and another tracking system, 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 number of unique clicks will almost certainly be less than the number of gross clicks.
Go to Company > Customize Application > Settings > Tracking. Find the Click Metrics setting. Your setting should match that of the other platform. Otherwise, there may be a discrepancy because the two systems count clicks based on different methods.
2. Compare Time Zone Settings
There may be click discrepancies because you and the other system are reporting on stats for different time zone settings.
Click Reports in the main menu. Under Options, select the time zone of the other platform. Under Timeframe, select the date range of the click discrepancy, then click Run Report. Check the results to see if a mismatch of time zone settings caused the click discrepancy caused the click discrepancy.
3. Compare Targeting Settings
Sometimes, a user will be purposefully redirected from one platform’s tracking to another. If the second system is enforcing offer targeting and the user is not part of the targeted audience, then the second system 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 platform. 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 users fire the tracking link, their browser should go through your TUNE tracking link and the other system’s tracking link before reaching a landing page. If one of the tracking links doesn’t load, you may need to contact the downstream system 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 for 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 system or advertiser for additional troubleshooting.
6. Further Investigation with Event Tracer
Although most click discrepancies can be resolved using the above methods, other factors may be specific to your situation.
Our powerful event tracer tool is an excellent resource for further study of your platform'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.