Troubleshooting "N/A" and Missing Data in Reports

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1. Is the Data Unavailable in the Network?

Report Example:

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Steps to Diagnose:

  1. Is the "N/A" value in a specific Source (and perhaps available from other networks)?
  2. Is the missing metric or dimension just not provided by this network? 
    • If it's a missing dimension - one way to check is through Singular's Dimension Availability tool, which shows precisely which dimensions are available from each network.
    • Review our Data Connectors in Detail documentation. If the connector is documented, check the data mapping table at the bottom of the article to see exactly what metrics and dimensions Singular does pull from the network.
    • You can also check the network dashboard to see if the data appears in there.

Explanation:

  • Some metrics are not provided by some networks, e.g., impressions.
  • Singular strives to provide the highest reporting granularity, but not all networks can provide all dimensions to Singular. If a specific network doesn't offer a dimension, such as Keyword or Publisher, Singular can't display reports with that breakdown.

What to do:

If you think you should be able to see this data in the network, contact your network's support team.

 

Missing dimension in Google Ads data? Learn more

Google Ads provides reports with the following breakdowns:

  • Campaign
  • Sub Campaign (Ad Group)
  • Sub Ad Network (Ad Network Type).

It also provides one of the following additional breakdowns: 

  • Country
  • Country + Region + City
  • Country + Region + City + DMA (Metro)
  • Keyword
  • Publisher

By default, Singular pulls data from Google Ads with the country breakdown. This means that if you run a report with Region/City/Keyword/Publisher etc., you will see N/A values.

To change your Google Ads (AdWords) data connector configuration to pull a different breakdown, contact your Singular Customer Success Manager or Singular support.

Tip: Even when not pulling the Country breakdown, Singular may be able to provide the country based on the targeted countries settings.

Missing dimension in Facebook data? Learn more

Facebook provides your data broken down by the following dimensions:

  • Account
  • Campaign
  • Sub Campaign
  • Creative

In addition, you get one of the following dimensions:

  • Country (Default)
  • Sub Ad Network (Publisher Platform)
  • Platform (Impression Device), e.g., iOS, Android, or iPhone.

By default, Singular queries the Country dimension for you. This means that if you run a report with Sub Ad Network or Platform, you will see N/A values.

If you want to change the configuration, contact your Singular Customer Success Manager or Singular support. You can choose the breakdown for each Account ID separately.

2. Is the Data Not Available Yet (Delayed)?

Report Example:

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Steps to Diagnose:

  1. Is the N/A in data from yesterday?
  2. If so, check the data connector status in the Data Connectors page. Is the network status red? Does it say that there is a data delay or login issue?

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Explanation:

Various technical reasons on the network side may have delayed the data pull, so Singular wasn't able to show you the data for a network at the usual time.

What do Do:

Singular identifies data delays automatically and chances are we are already working on re-pulling your data.

In some cases, action is needed on your part. Check the message in the Data Connectors page. If it says that action is needed (e.g., Singular needs you to reauthenticate or enter valid credentials for the network API), follow the directions on the page. 

3. Is the Data Showing Up in a Different Row?

Example #1: Missing Metrics

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Steps to Diagnose:

  1. Does Singular have access to your tracker data? In other words:
    • Are you a Singular attribution user 
    • OR have you set up a Singular data connector for a third-party attribution tracker?
  2. If the answer to #1 is yes - does your report include network metrics (such as cost) along with tracker metrics (such as installs or events)?
  3. Is a certain row showing only tracker metrics (such as installs) with "N/A" values in the network metrics (or vice versa)?

Explanation:

Due to a mismatch between network data and tracker data, Singular may not be able to display all the metrics in the same row for your selected dimension breakdown. 

Instead, Singular shows network data in a separate row (or rows) and tracker data in a separate row.

In the following example, Singular pulls the "Publisher ID" dimension from both the network and the tracker, but the values are slightly different. This makes Singular show the tracker metrics in one row, with the tracker's Publisher ID value, and the network metrics in another row.

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What do Do:

Remove the dimension that causes the issue and rerun the report.

Example #2: Missing Dimension and Metrics

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Steps to Diagnose:

  1. Does Singular have access to your tracker data? In other words:
    • Are you a Singular attribution user 
    • OR have you set up a Singular data connector for a third-party attribution tracker?
  2. If the answer to #1 is yes - does your report include network metrics (such as cost) along with tracker metrics (such as installs or events)?
  3. Is a certain row showing only tracker metrics (such as installs) with "N/A" values in the network metrics (or vice versa)?

Explanation:

Some dimensions are only available on the network side and are not provided by the tracker, or vice versa. For example, the City dimension is currently only available from select networks and never available on the tracker side.

If you run a report with the City dimension, Singular can only show network metrics, such as cost, broken down by City.

If you include tracker metrics (such as installs) in this report, they appear in a separate row - with "N/A" for the City.

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What do Do:

Remove the dimension that causes the issue and rerun the report.

Other Possible Causes

Unmapped Data

Steps to Diagnose:

Do you have campaigns with "N/A" values in one or more of the following dimensions: App, OS, Platform, Country?

Explanation

Singular strives to map each piece of data to a specific campaign, app, OS/platform, and country. If not all of this data is available from a network, or the app name doesn't match any of your apps that are configured in Singular, Singular attempts to identify a known app and OS within the campaign name. In cases where this is not possible, the data is defined as "unmapped". 

Depending on your account settings, your reports may not include unmapped data by default. You may need to check a "Include unmapped data" checkbox in the Reports page to see this data.

What to Do:

Campaigns that aren't mapped to an app are problematic because they prevent you from measuring your app's success. You can usually prevent unmapped data by ensuring that the app name defined in Singular matches the app name defined in the ad network dashboard - and also appears in the campaign name in the exact same spelling.

See all of our tips for preventing/fixing unmapped data.

If the problem persists, contact Singular support.

No Tracker Data in Creative Report

Steps to Diagnose:

  1. Does your creative report show network metrics (such as cost) but "N/A" in tracker metrics (such as installs)?
  2. Do you use a third-party MMP (not the Singular attribution service)?

Explanation:

Singular can only show tracker metrics in creative reports for users of Singular's attribution service. 

Missing Graphic Assets in Creative Report

Steps to Diagnose:

  1. Does the creative report say "No Graphic Available" instead of showing the creative asset (image or video thumbnail)?
  2. Is the graphic asset not made available by the network?
    • If the data connector is documented in Data Connectors in Detail, check the documentation for information about the availability of creative assets.
    • You can also check the data mapping table at the bottom of the page to see exactly what data Singular does pull from the network (for creative reports or other reports).

Explanation:

Singular strives to show the actual image or video asset in your creative report, but sometimes the network does not make it available to us via API.

N/A in "Actual" Column for Unique Event

Step to Diagnose:

  1. Do you see an "N/A" value in the column for an event (a custom, in-app event)?
  2. Is the event marked as "unique"?
  3. Did you run a report with the cohort period "Actual"?

Explanation:

Events marked as unique are only tracked by cohort (see What are cohort metrics and cohort periods?). That is, they can show how many distinct users performed a particular action within a certain number of days from the date of install. To view stats for unique events, select a cohort period in days.

Non-unique events do have metrics for "Actual" dates.

To learn more, see What Is a Unique Event?

What to Do:

Edit the report to show one or more cohort periods rather than "Actual," and rerun the report.

Newer Custom Dimension Features Not Applied to Older Dates

Steps to Diagnose:

  1. Does the cell value say "N/A (Custom Dimensions Range)"?

Explanation:

Custom dimensions based on the Country or the Creative Name fields are a newer feature and can only be applied to data starting on November 1, 2019.

If you use them on a date range that includes older data, Singular cannot calculate the custom dimension values for the older data, and instead displays "N/A Custom Dimensions Range."

For example, say you define a custom dimension called Region based on the Country field, with two possible values: "North America" and "EMEA," and you and run a report to see the cost per region for two of your apps. If the date range includes dates before November 2019, you will get results like the following:

Learn more in the Custom Dimensions FAQ.

What to Do:

Nothing - keep in mind that you will only see this issue with old data.

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