Troubleshoot your video tracking

Step 2

Go to a page featuring the video and follow these directions. Can you see a videostart firing for the video and verify that the data associated with the videostart is accurate? (Note: Search for a "videostart" instead of a "pageview.")

I can verify a videostart is firing when the video plays and the metadata is accurate, but I still can’t find the video in the dashboard. I can verify a videostart is firing when the video plays, but the metadata doesn’t match the video that is playing. I don't see a videostart firing.

Step 2

Is the issue related to the number of video starts or engaged time?

Video starts. Engaged time.

Solution

Sounds like we need to get a human involved. Please contact our support team .

Solution

The video is associated with the wrong metadata when the videostart event occurs. You can fix the metadata by following these directions. If the problem persists, please contact our support team .

Solution

  1. Navigate to articles featuring the video and follow these directions. (Note: search for a "videostart" instead of a "pageview.")
  2. Check to see if a videostart fires for the video and verify that the metadata associated with the video start is accurate.
  3. Verify the videostarts are launching with the correct metadata on pages where the video is autoplayed as a part of a queued loop. This ensures that regardless of the video's position in the loop it will be associated with the correct data.

If the problem persists, please contact our support team .

Solution

  1. Navigate to articles featuring the video and follow these directions.
  2. Check to see if a videostart fires for the video and verify that the metadata associated with the video start is accurate.
  3. (Note: search for a "videostart" instead of a "pageview.")
  4. If videos are autoplayed as part of a queue, please verify that videostarts with the appropriate metadata are launched for all videos in the queue.

If videostarts appear to be firing correctly and the problem persists, please contact our support team .

Solution

When engaged time for a video seems higher or lower than expected, it's usually related to the implementation of the trackPlay and trackPause functions. Please verify that the trackPlay and trackPause functions are firing accurately by referencing this doc . If they are and a problem with engaged time persists, please contact our support team .

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