Before you begin: This article is for Super Admins troubleshooting common Dashboard issues in TapClicks. It covers data discrepancies, missing data, grid widget behavior, and export settings. Make sure you can access the affected dashboard and its connected Data Sources before following these steps.
Creating and managing Dashboards are two of the most common activities users perform in TapClicks. As a Super Admin, you may often troubleshoot issues raised by your team. This article outlines common Dashboard troubleshooting steps and when to escalate to the TapClicks support team.
Although Dashboards are visualization and storytelling tools, the most common issues raised relate to perceived data discrepancies. These occur when data is believed to be missing, inaccurate, or otherwise questionable. While the dashboard only displays data from your Data Sources, these issues are often discovered by team members while working in dashboards.
Resolving Data Discrepancies
A data discrepancy occurs when it appears the data in TapClicks and the data in your source application do not match. These issues are common and have some relatively simple fixes. If the recommendations below do not resolve the issue, review troubleshooting steps for the specific Data Source. You can learn more about those steps here.
Verify the dashboard's date range
Make sure the date range in TapClicks and the source application match exactly. If these dates differ, the data will appear inconsistent.
- Ask your team member to provide a full-screen screenshot of both the TapClicks dashboard and the Data Source report.
- Compare the two and ensure the date ranges match exactly.
Determine if today's date is included
If today's date is included, differences may appear as the day progresses. TapClicks fetches data daily in the morning (Eastern Time), while source applications may update continuously. This can create differences in same-day data. To learn more about data fetching, see this article.
To troubleshoot or resolve this:
- Check the date range of the TapClicks dashboard.
- Ensure today's date is not included.
- If you want to include today's date, click Update Dashboard. This will launch a new fetch for data associated with that dashboard.
Troubleshooting Missing Data Issues
Missing data issues occur when expected values do not appear on the TapClicks Dashboard.
If the date range for your dashboard and the source application appear to be the same and you've considered whether today's date might be causing a difference, the next step is to check if there is missing data.
Check connection status and recency of data
Often data discrepancies on dashboards or reports are caused by issues with the data source itself. For Instant On Connectors, visit the Connection Status page to verify that data is flowing properly. For SmartConnectors™, check the SmartConnector™ data source in question and ensure there is data available for the date range you've selected.
You may check the Data Load Status article for a better understanding.
Check for special icons on widgets
You can configure widgets independent of the dashboards where the widget sits. For example, widgets can have date ranges or filters applied independently from the dashboard. These settings allow widgets to display specific data from the data source.
When you configure a widget using these features, you will see icons in the top right of the widget indicating the adjustments being applied. In the image shown, you can see that a custom date range has been applied as well as a filter. The custom date range icon is a calendar. The filter icon is a stack of lines in the shape of a triangle.
If data appears to be missing on a widget:
- Check if the affected widget has filters or other configurations applied. Icons in the top right corner will indicate these settings.
- If these exist, remove them to see if the widget displays the correct data.
Exports not showing all data
When exporting a Dashboard to PDF, you may find that Grid Widgets don't display all the expected results. You may see only a subset of results from what was shown on the Dashboard itself.
To resolve this export issue, follow these steps:
1] Hover over the top right corner of the widget.
2] Click the Edit Widget (pencil) icon.
3] Click the Styles tab.
4] Turn on Paginate records. This will show you how many total records there are.
5] In Number of records to display in reports, select how many you want to show in exports. In this context, "Reports" means exports.
6] Click Save to save the widget changes.
7] Navigate to the top of the dashboard.
8] Click More Options (three dots icon near the top of the page).
9] Select Edit Reporting Options.
10] Select Show all pages in Report and choose one of the following:
- Dashboard: Shows records at the end of the dashboard.
- Section: Shows records at the end of the section.
11] Repeat this for every grid widget.
Troubleshooting Grid Widget Issues
A Grid Widget on Dashboards looks like a table or list. When using Grid Widgets, your team may find that some data isn't showing or you want to display more rows. There are three common reasons why data may not display as expected on a Grid Widget:
- Not enough rows are displaying.
- Data is grouped differently in TapClicks than in the data source's reporting.
- Not all ads are displaying in the Grid Widget.
Not enough rows are displaying
To fix this, follow these steps:
1] Hover over the top right corner of the widget.
2] Click the Edit Widget (pencil) icon.
3] Click the Styles tab.
4] Adjust the Number of Records to Display option to show the desired number of rows.
Try changing the widget's default sort
Unexpected data display issues may occur if the widget is sorting by an undesired metric. To fix this, you can change the default sort for that widget by following these steps:
1] Hover over the top right corner of the widget.
2] Click the Edit Widget (pencil) icon.
3] Scroll to the Metrics selection box.
4] Click the gear icon.
5] View the list of metrics being used in the Grid Widget.
6] Select the metric you want to sort by using the up-arrow or down-arrow icon.
Not all ads are displaying
Ad display issues often stem from a lack of data uniqueness. For example, TapClicks may interpret ad names or IDs as duplicates, in which case it won't show them.
The way to resolve this is to increase the uniqueness of what is being shown. To accomplish this, follow these steps:
1] Hover over the top right corner of the widget.
2] Click the Edit Widget (pencil) icon.
3] Scroll to the Group By selection box.
4] Add another field to the Group By function.
5] Evaluate whether this resolves the issue.
6] If not, add another field to further increase the uniqueness of what is being displayed.
Still have issues? Reach out to support
If dashboard issues persist, contact the support team for assistance. The following steps will help the support team with resolution.
1] Open the Dashboard experiencing the issue and take a screenshot of the whole page.
2] For data discrepancy issues, open the Data Source application (Facebook, Google Ads, etc.), navigate to the comparable report to what you are viewing in TapClicks, and take a full-screen screenshot.
3] Submit a support ticket at customercare@tapclicks.com.
4] Inform the support team that you have already followed these troubleshooting steps and include a link to this article as a reference.