Troubleshooting Adobe Advertising data in Customer Journey Analytics

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

Verify the following:

• The feed from Adobe Advertising to Customer Journey Analytics is enabled. Check with your Adobe Account Team.

• Your Adobe Advertising dimension/classification/lookup dataset and your summary dataset are included in your Customer Journey Analytics connection.

• Your Adobe Advertising dimensions and summary metrics are included in your Customer Journey Analytics data view.

• Customer Journey Analytics Workspace is referencing the correct 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 at https://experienceleague.adobe.com/home#support.

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

Verify that the feed from Adobe Advertising to Customer Journey Analytics is enabled for Advertiser 2. Check with your Adobe Account Team.

If the feed is enabled for an advertiser but you still don’t see summary data, then open a support ticket for your organization at https://experienceleague.adobe.com/home#support.

(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 at https://experienceleague.adobe.com/home#support. Include the Account ID for the ad network account.

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 campaigns entities.

Verify the following:

• You’re using the same date ranges in both Workspace and the Adobe Advertising report.

• Any filters and segments that are applied in Workspace and the Adobe Advertising report aren’t causing differences in data.

If you’re sure of a data discrepancy, then open a support ticket for your organization at https://experienceleague.adobe.com/home#support. Include the Account ID for the ad network account.
. Include screenshots and spreadsheets to show evidence of the discrepancy. Your Adobe Account Team can retroactively fix the data feed to resolve the discrepancy if needed.

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

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

• The applicable conversion metrics are web/online events, which Adobe Advertising can attribute to dimensions.

• You’re using the correct data view.

• Adobe Advertising is tracking clickthroughs and viewthroughs on the applicable site.

• In the Customer Journey Analytics connection for the classifications dataset, 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)

• The Adobe Advertising service is added to the Adobe Experience Platform datastream, the mapped schema for the datastream is XDM ExperienceEvent Schema, and the field group Adobe Advertising Cloud ExperienceEvent Full Extension is added to the schema.

• 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 at https://experienceleague.adobe.com/home#support. Include the Account ID for the ad network account.