(Search, Social, & Commerce users) Summary reporting data is available in Customer Journey Analytics for one Google Ads, Meta Ads, or Microsoft Advertising account but not for another account.

See the section “Reporting issues” > “Summary reporting”

Summary reporting data in Customer Journey Analytics Workspace is different than the data in Advertising DSP or Advertising Search, Social, & Commerce, or summary data is missing for some campaigns and campaign entities.

See the section “Reporting issues” > “Summary reporting”

Conversion data (such as Page Views) isn’t available for a reporting dimension (such as Campaign) in CJA Customer Journey Analytics Workspace.

See the section “Reporting issues” > “Event-level reporting”

Installation and setup issues issues-installation-setup

WebSDK extension doesn’t initialize websdk-extension-doesn't-initialize

Issues:

No alloy() calls are visible in the Network tab of your browser’s code inspection tool.
Console error: alloy isn’t defined.
No interact or collect requests are made to edge.adobedc.net.

Possible causes and verification/resolution

Cause

Fix

Library not published or in draft state

Go to Publishing Flow and make sure the library that contains the WebSDK extension is in the approved/published state.

Embed code missing or wrong environment

Verify that the Tags embed code on the webpage references the correct environment (Dev/Stage/Prod). Look for the environment in the <head> tag for the //assets.adobedtm.com/... script tag.

Async vs. synchronous load conflict

Make sure that only one Tags embed code is present per webpage. Duplicate embed codes cause race conditions.

Content security policy (CSP) blocking

Add edge.adobedc.net and assets.adobedtm.com to your CSP connect-src and script-src directives.

Datastream not configured or misconfigured datastream-not-configured-or-misconfigured

Issues:

Requests reach the Adobe Experience Platform Edge Network but return 400 or 500 errors.
No data appears in Adobe Analytics or Adobe Advertising reports.
Error in network response: “datastream not found”

Possible causes and verification/resolution

Cause

Fix

The datastream ID for the tag property is missing or incorrect.

In Tags, open the datastream configuration settings for your tag property.
Confirm that the Datastream field points to the correct datastream for each environment (development, staging, and production), as well as to the correct scema and dataset.

Each environment should have its own datastream unless you explicitly share one datastream across all three environments.

Datastream services aren’t enabled for the tag property.

Open the datastream settings and make sure that the following services are enabled:

Adobe Advertising (for conversion/audience sync)
Adobe Experience Platform (for profile ingestion)

Sandbox mismatch

Make sure the datastream belongs to the same Adobe Experience Platform sandbox as your schema and dataset. A common mistake is creating a datastream in the production sandbox but pointing schemas to the development sandbox.

Advertising extension setup issues advertising-extension-setup-issues

Issues:

No view-through or click-through conversions are recorded for the webpage.

To verify if conversions are recorded:
1. Open the webpage with ef_id=test&s_kwcid=test appended to the URL.
2. Open your browser’s code inspection tool (often called Inspect), open the Network tab, and look for an interact call for event_type=“advertising.enrichment_ct” from Adobe Experience Platform.
3. In the Data Collection interface, open the schema definition for the website data you want to collect and confirm that xdm->_experience->adcloud->conversionDetails->trackingCode and trackingIdentities contain ef_id and s_kwcid.
_experience.adcloud is missing from the Experience Data Model (XDM) payload for click-throughs.
Conversions are confirmed in a debugger tool but don’t appear in Adobe Advertising reports

Possible causes and verification/resolution

Cause

Fix

The Adobe Advertising service isn’t enabled for the datastream.

In Tags, open the datastream configuration settings for your tag property.
Enable the following services, and save the settings:
- Adobe Advertising (for conversion/audience sync)
- Adobe Experience Platform (for profile ingestion)

The Adobe Advertising component isn’t enabled for the WebSDK extension.

The Adobe Advertising component within the WebSDK extension is disabled by default and must be explicitly enabled before any tracking for Adobe Advertising click-throughs or view-throughs is functional, regardless of how the XDM schema or rules are configured.

In Tags, open the build options for the property in the Adobe Experience Platform Web SDK configuration settings.
Enable the Advertising component, and save the settings.
Rebuild and republish the library.

Only click-through conversions are recorded; view-through conversions never appear.

This is expected default behavior. Once the Adobe Advertising component is enabled, click-through tracking is active automatically using the s_kwcid and ef_id URL query parameters. View-through tracking is disabled by default and requires additional configuration — see the next row.

View-through tracking isn’t enabled or configured.

Enable the Adobe Advertising service for the datastream
1. Go to Data Collection > Datastreams in Adobe Experience Platform and open the datastream used by your Tags property.
2. Select Add Service, select Adobe Advertising and Adobe Experience Platform, then select Save. Configure advertisers in Adobe Advertising DSP
1. In Tags, go to Extensions > Installed > Adobe Experience Platform Web SDK > Configure.
2. Under the Advertiser section, select an advertiser from the dropdown and enable it. To configure multiple advertisers, select Add Advertiser. Verify that view-through conversion pixels are firing
3. In the Adobe Experience Platform Debugger, confirm that the interact call includes stitchId under the xdm.query field.
4. On the Network tab of your browser’s code inspection tool, confirm that an event with type advertising.enrichment is fired and includes stitchId under xdm.query.

View-through conversions fire only every 30 minutes, regardless of the number of visits. If you don’t see an interact call, clear your browser cache and try again.

No view-through events area available in Experience Platform after the viewthrough interact call fires.

Confirm that an advertiser is configured and enabled under the Advertiser section of the WebSDK extension configuration. If the advertiser was entered manually, reselect the advertiser from the Advertiser dropdown instead. Once you configure the advertiser, rebuild and republish the library.

Before opening a support ticket for Advertising extension setup issues, verify the following:

The Adobe Advertising and Adobe Experience Platform services are added to the datastream.
The Adobe Advertising component is enabled in the WebSDK extension configuration.
The library was rebuilt and republished after enabling the component.
For click-through tracking, the landing page URL contains s_kwcid and ef_id on ad click.
For view-through tracking, an advertiser is configured in Adobe Advertising DSP with the correct advertiser ID.
The WebSDK extension is version 2.36.0 or later.

Identity and ECID issues identity-and-ecid-issues

Issues:

The visitor ID changes between pages.
Advertising audience segments don’t match.

Possible causes and verification/resolution

Cause

Fix

Third-party cookies are blocked.

Migrate to first-party CNAME data collection by configuring a first-party coookie ID in the datastream’s Edge Network configuration.

idMigrationEnabled is set to false while a legacy s_ecid cookie is present.

Set idMigrationEnabled: true in the WebSDK base configuration to migrate the existing ECID from the s_ecid or AMCV_ cookies.

Rules or events don’t fire rules-or-events-don't-fire

Issues:

The debugger shows that rule conditions aren’t met.
The Send Event action never executes.

Verification and resolution

Verify the following:

The rule is saved and included in the active library build.
The event type matches the actual page behavior (such as Library Loaded vs. DOM Ready vs. Window Loaded).
The rule’s conditions aren’t too restrictive. Test by temporarily removing conditions to isolate the issue.
The rule order is correct. If multiple rules share the same event, check the rule ordering.
No JavaScript errors earlier on the page are halting execution. Check the browser console for uncaught exceptions.

Library build and publishing issues library-build-and-publishing-issues

Issues:

Changes made in Tags aren’t reflected on the live site.
An extension update was applied, but the old behavior persists.

Possible causes and verification/resolution

Cause

Fix

Changes weren’t added to a library.

In the publishing workflow, confirm that your changes were added to a library in the development environment. If you make changes to the library, add the resources, and then save and build the library.

The browser is caching an old library.

Do a hard refresh (Ctrl+Shift+R or Cmd+Shift+R), or open the page in an incognito/private window. Clear the browser cache entirely if the issue persists.

The embed code is for the wrong environment.

Confirm that the embed code on the page is for the correct environment. For example, if you’re testing production behavior, then confirm that the embed code is the production embed code.

The library build failed silently.

In the publishing workflow, check if the library shows a Build Failed state. Open the library and review the build log; common causes for build failures are invalid rule configurations or extension version conflicts.

Schema validation issues for Advertising fields schema-validation-for-advertising-fields

Issues:

The alloy() send event call succeeds (with a 200 response), but Adobe Advertising conversion data is missing from reports.
The XDM payload in the debugger shows no _experience.adcloud object.

Possible causes and verification/resolution

Cause

Fix

The Advertising field group is missing from the schema.

Go to Adobe Experience Platform > Data Management > Schemas.
Open the schema used by your datastream.
In the Field Groups panel, confirm that Adobe Advertising Cloud ExperienceEvent Full Extension is listed.
If it’s missing, then select Add, search for Adobe Advertising Cloud, select Adobe Advertising Cloud ExperienceEvent Full Extension, and then save the settings.

Republishing your Tags library isn’t required for schema changes alone, but you must re-map the XDM data element in Tags if new fields were added.

The required Adobe Advertising fields are missing from the schema.

Make sure that the required Adobe Advertising fields are present in the schema under _experience.adcloud.conversionDetails. See “Reference: required schema fields”.

If either field is missing, confirm that the Adobe Advertising Cloud ExperienceEvent Full Extension field group was saved to the schema, then refresh the schema editor.

The landing page URL doesn’t include the required query parameters.

Make sure that the landing page URL includes the necessary query parameters. On an ad click-through, the landing page URL must contain both query the s_kwcid and the ef_id parameters, such as https://www.example.com/landing-page?s_kwcid=AL!12345!3!abc123&ef_id=abc123xyz:G:s. See “Reference: missing query parameters” for likely causes.

Some parameters in the XDM payload are missing or empty.

To validate the outbound XDM payload, open the Adobe Experience Platform Debugger or the Network tab of your browser’s code inspection tool, filter for edge.adobedc.net, and inspect the interact request body (see the example payload below).

If trackingCode or trackingIdentity are empty or missing, then a) the query parameter wasn’t present on the page when the rule fired (check the URL and the rule’s event timing) or b) the field group is missing from the schema (revisit the first row above).

Reference: required schema fields required-schema-fields

Field path

Type

Description

_experience.adcloud.conversionDetails.trackingCode

String

Maps the conversion to the originating ad click. Populated from the s_kwcid query parameter on the landing page URL.

_experience.adcloud.conversionDetails.trackingIdentity

String

Stores the unique identity and other details for the tracked view-through or click-through conversion event. Populated from the ef_id query parameter on the landing page URL.

Reference: missing query parameters missing-query-parameters

Missing parameter

Likely cause

s_kwcid

Auto-tagging isn’t enabled in the Adobe Advertising Search or DSP campaign settings.

ef_id

The landing page URL isn’t using an Adobe Advertising-tracked redirect, or EF ID appending isn’t enabled in the campaign settings.

Example click-through payload

{
  "events": [{
    "xdm": {
      "eventType": "advertising.clicks",
      "_experience": {
        "adcloud": {
          "conversionDetails": {
            "trackingCode": "AL!12345!3!abc123",
            "trackingIdentity": "abc123xyz:G:s"
          }
        }
      }
    }
  }]
}

Reporting issues in Customer Journey Analytics Workspace

Summary reporting

Issue

Verification and resolution

No summary reporting data is available in Customer Journey Analytics for Advertising DSP or Advertising Search, Social, & Commerce.

Confirm that Customer Journey Analytics Workspace is referencing the correct data view.
Confirm that the feed from Adobe Advertising to Customer Journey Analytics is enabled. Check with your Adobe Account Team.
Confirm that your Adobe Advertising dimension/classification/lookup dataset and your summary dataset are included in your Customer Journey Analytics connection.
Confirm that your Adobe Advertising dimensions and summary metrics are included in your Customer Journey Analytics data view.

If you verify all of the above settings but you still don’t see summary data, then open a support ticket for your organization.

Summary reporting data is available in Customer Journey Analytics for Advertiser 1 but not Advertiser 2.

Confirm that the feed from Adobe Advertising to Customer Journey Analytics is enabled for Advertiser 2. Check with your Adobe Account Team.
Confirm that the setting “Backfill all existing data” is enabled for your three datasets (dimension/classification/lookup, summary, and event metrics) in your Customer Journey Analytics connection.

If you verify all of the above conditions but you still don’t see summary data, then open a support ticket for your organization.

(Search, Social, & Commerce users) Summary reporting data is available in Customer Journey Analytics for one Google Ads, Meta Ads, or Microsoft Advertising account but not for another account.

Verify that the feed from Adobe Advertising to Customer Journey Analytics is enabled for the specific ad network account. Check with your Adobe Account Team.

If the feed is enabled for an account but you still don’t see summary data, then open a support ticket for your organization. Include the Account ID for the ad network account.

Confirm that you’re using the same date ranges in both Workspace and the Adobe Advertising report.
Confirm that any filters and segments that are applied in Workspace and the Adobe Advertising report aren’t causing differences in data.
Confirm that the Time Zone for your Customer Journey Analytics data view matches the Default Timezone for your Advertising DSP account.
Confirm that the setting “Backfill all existing data” is enabled for your three datasets (dimension/classification/lookup, summary, and event metrics) in your Customer Journey Analytics connection.

If you’re sure of a data discrepancy, then open a support ticket for your organization. Include the Account ID for the ad network account. To show evidence of the discrepancy, include screenshots and spreadsheets. Your Adobe Account Team can retroactively fix the data feed to resolve the discrepancy if needed.

Event-level reporting

Issue

Verification and resolution

Conversion data (such as Page Views) isn’t available for a reporting dimension (such as Campaign) in Customer Journey Analytics Workspace.

Verify the following, starting with the items with the fewest verification barriers:

Confirm that you’re using the correct data view.
Confirm that the applicable conversion metrics are web/online events, which Adobe Advertising can attribute to dimensions.
Confirm that Adobe Advertising is tracking click-throughs and view-throughs on the applicable site.
In the Customer Journey Analytics connection for the classifications dataset, confirm that the values for the Key and Matching Key settings are correct: Key: Tracking Code (_customername.adLens2.trackingCode), Matching Key: Tracking Code (event._experience.adcloud.conversionDetails.trackingCode).
Confirm that the Adobe Advertising service is added to the Adobe Experience Platform datastream, that the mapped schema for the datastream is XDM ExperienceEvent Schema, and that the field group Adobe Advertising Cloud ExperienceEvent Full Extension is added to the XDM ExperienceEvent schema.
Confirm that the Adobe Advertising settings are configured correctly in the WebSDK extension and published.

If you verify all of the above settings but you still don’t see conversion data, then open a support ticket for your organization. Include the Account ID for the ad network account.

Useful validation and debugging tools

Adobe Experience Platform Debugger

Install the Adobe Experience Platform Debugger extension for Chrome for:

A real-time view of all WebSDK alloy() calls
Datastream ID and environment validation
XDM payload inspection
Edge Network request and response details

Key checks in the debugger:

Tab

What to check

Summary

Confirms that the WebSDK is detected and shows the installed version.

Adobe Experience Platform WebSDK

Shows each event fired, the full XDM payload, and the Edge Network response.

Adobe Advertising

Confirms AMO ID capture and the XDM interact call with the advertising.enrichment event type.

Network tab of your browser’s code inspection tool

Use the Network tab of your browser’s code inspection tool (often called “Inspect”) to do the following:

Filter by edge.adobedc.net to inspect raw Edge Network requests:

Request URL: https://[org-id].data.adobedc.net/ee/v2/interact
Method: POST
Status: 200 (healthy), 400 (bad payload), or 500 (server or datastream error)

Check the request payload for:

The correct dataStreamId
The presence of an xdm object with the expected fields
An identityMap with the ECID populated

Console validation

Check the installed WebSDK version:

window.alloy.version

Manually trigger a test event:

alloy("sendEvent", {
  xdm: {
    eventType: "web.webpagedetails.pageViews",
    web: {
      webPageDetails: { name: "Test Page", URL: window.location.href }
    }
  }
}).then(result => console.log("Edge response:", result))
  .catch(err => console.error("Send event error:", err));

Quick reference checklist before requesting support

Verify the following before opening a support ticket:

The WebSDK extension is on the latest version.
The library is published, and the embed code is correct for the environment.
The datastream ID is set correctly for development, staging, and production.
All required datastream services are enabled.
The Advertising component is enabled in the WebSDK extension configuration, and a DSP advertiser ID is configured.
The XDM schema includes the Advertising field group.
The Send Event rule includes an identity map and fires on the correct event.
No CSP or browser privacy settings are blocking Edge Network requests.
The Adobe Experience Platform Debugger confirms that events are reaching the Edge Network.
No JavaScript errors in the browser console are halting execution.
The Adobe Advertising Cloud ExperienceEvent Full Extension field group is added to the schema.
_experience.adcloud.conversionDetails.trackingCode is present in the schema.
_experience.adcloud.conversionDetails.trackingIdentity is present in the schema.
The landing page URL contains both s_kwcid and ef_id parameters on click-through.
The Adobe Experience Platform Debugger confirms that conversionDetails is populated in the outbound payload.

When to escalate an issue

Contact your Adobe Account Team or your engineering team if:

Edge Network requests return persistent 500 errors after datastream validation.
Advertising conversions are confirmed in the debugger but don’t appear in reports after 24-48 hours.
A WebSDK version update introduces a regression that wasn’t present in the previous version. Include the specific version numbers in the support ticket.

recommendation-more-help

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