Materials Needed for AdOps Troubleshooting

Materials Needed for AdOps Troubleshooting

Are you in need of AdOps help with your troubleshooting ticket? This guide will help you make sure you have all the materials the AdOps team might ask you to provide. By preparing these items ahead of submitting a ticket, you save time for all teams and AdOps will be able to more efficiently help you diagnose and resolve the issue.

What kinds of issues could benefit from AdOps troubleshooting?:

Anything having to do with the ad server, included but not limited to:
  1. Tags not firing or tag rejections from the publisher
  2. Discrepancies in impressions/clicks discovered via reporting (outside of the 15% discrepancy threshold, 1st party and 3rd party number will almost never align exactly)
  3. Viewability reporting discrepancies (MOAT/IAS viewability outside the viewability threshold)
Typically, AdOps will need any variation of the below to begin troubleshooting:
  1. FPS (Full Page Screenshots) of the tag implementation from the publisher to allow us to view the platform the tags are running on. If the publisher is unwilling to send FPSs, please inquire if they would be willing to participate in a live screenshare call, should the XM AdOps team determine that is the best course of action.
  2. The tag sheet with the specific placements pointed out to be experiencing an issue
  3. 1st party and 3rd party reports (preferably in excel or csv formatting)
  4. Provide any context that would be helpful to diagnose the issue more quickly:
    1. Ex. If you are noticing a reporting discrepancy in impressions, how long has this issue occurred? Have you submitted any additional tickets with a similar issue, from this supplier or client in general? Did the publisher change anything in how they were running the campaign previously (if this is not a new campaign)? 

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