This guide covers common issues with In-Store Ads campaigns and provides solutions for asset uploads, CMS integration problems, and performance optimization.
Asset Upload Issues
Upload Errors
Problem: Assets fail to upload or show error messages Common Causes and Solutions:| Error Message | Cause | Solution |
|---|---|---|
| ”File format not supported” | Invalid file type | Use supported formats: JPEG, PNG, WebP, GIF, MP4 |
| ”File too large” | Exceeds size limit | Compress or resize file to meet requirements |
| ”Upload limit reached” | Maximum creatives uploaded | Remove existing assets or create new campaign |
| ”Validation failed” | Asset doesn’t meet requirements | Check dimensions, format, and content guidelines |
| ”Network error” | Connection issues | Check internet connection and retry upload |
Sequential Upload Issues
Problem: Upload process gets stuck or stops mid-way Solutions:- Refresh the page and try uploading again
- Clear browser cache if uploads consistently fail
- Try uploading one file at a time instead of bulk uploads
- Check file permissions on your local system
- Disable browser extensions that might interfere with uploads
Cache and Display Issues
Problem: Recently uploaded assets don’t appear or old assets still show Solutions:- Click in the upload area to trigger cache refresh
- Refresh the browser page to reload asset list
- Wait a few minutes for server-side processing to complete
- Clear browser cache if persistent display issues occur
CMS Integration Problems
Connection Issues
Problem: Unable to connect to external CMS platform Troubleshooting Steps:- Verify API credentials are correct and up-to-date
- Check CMS platform status for any service outages
- Confirm network connectivity between systems
- Review firewall settings that might block connections
- Update integration configuration if CMS endpoints changed
Content Sync Problems
Problem: Content not appearing on physical screens or delayed updates Solutions:- Check CMS platform logs for sync errors
- Verify screen status in the CMS management interface
- Confirm campaign scheduling and activation settings
- Review content approval workflow in CMS system
- Test with single screen to isolate network issues
Authentication Failures
Problem: Authentication errors when connecting to CMS Resolution Steps:- Regenerate API keys in CMS platform
- Update credentials in In-Store Ads integration settings
- Check token expiration and refresh if needed
- Verify user permissions for CMS integration
- Contact CMS platform support if authentication continues to fail
Campaign Management Issues
Campaign Not Showing
Problem: In-Store Ads campaigns not displaying on screens Diagnostic Checklist:- Campaign Status: Verify campaign is active and within date range
- Budget Check: Ensure campaign has available budget
- Screen Configuration: Confirm target screens are properly configured
- Content Approval: Check if content requires approval in CMS system
- Scheduling: Verify campaign scheduling matches screen availability
Performance Issues
Problem: Poor campaign performance or low engagement Optimization Strategies:- Creative Quality: Review asset quality and relevance
- Placement Timing: Adjust display timing for peak foot traffic
- Screen Location: Evaluate screen positioning and visibility
- Content Rotation: Implement variety in creative rotation
- Audience Targeting: Refine targeting based on store demographics
Reporting Discrepancies
Problem: Inconsistent or missing performance data Solutions:- Check Data Sources: Verify all tracking systems are properly configured
- Review Attribution Settings: Confirm attribution windows are set correctly
- Validate Tracking IDs: Ensure unique tracking identifiers are working
- Cross-Reference Metrics: Compare data across different reporting systems
- Contact Support: Reach out for data validation assistance
Technical Issues
Browser Compatibility
Problem: In-Store Ads interface not working properly in certain browsers Recommendations:- Use supported browsers: Chrome, Firefox, Safari, Edge (latest versions)
- Enable JavaScript: Required for full functionality
- Disable ad blockers: May interfere with asset loading
- Clear browser data: Cache, cookies, and local storage
- Update browser: Ensure you’re using the latest version
Performance Optimization
Problem: Slow loading times or interface lag Solutions:- Optimize Asset Sizes: Compress images and videos before uploading
- Reduce Concurrent Uploads: Upload assets one at a time
- Close Unnecessary Tabs: Free up browser memory
- Check Internet Speed: Ensure adequate bandwidth for uploads
- Use Wired Connection: More stable than Wi-Fi for large uploads
Mobile Access Issues
Problem: Interface not working properly on mobile devices Notes:- In-Store Ads management is optimized for desktop use
- Mobile access may have limited functionality
- Use desktop or tablet for full campaign management
- Contact support if mobile access is required
Data and Analytics Issues
Missing Impression Data
Problem: Impression tracking not working or showing zero impressions Troubleshooting:- Verify Tracking Setup: Ensure presence detection is properly configured
- Check Camera/Sensor Status: Confirm detection hardware is operational
- Review Privacy Settings: Ensure tracking complies with privacy requirements
- Validate Zone Configuration: Check that viewable zones are correctly defined
- Test Detection System: Verify people detection is working in store
Attribution Problems
Problem: Purchase attribution not linking to ad exposure Solutions:- Check User ID Matching: Verify loyalty program integration
- Review Attribution Windows: Confirm time windows are appropriate
- Validate Purchase Events: Ensure POS system is sending data correctly
- Test Data Flow: Verify end-to-end data pipeline
- Review Privacy Compliance: Ensure attribution meets privacy standards
Integration Support
API Issues
Problem: Custom integrations not working properly Resources:- Review API Documentation: Check for recent updates or changes
- Test API Endpoints: Use tools like Postman to verify connectivity
- Check Rate Limits: Ensure you’re not exceeding API call limits
- Validate Authentication: Confirm API keys and tokens are valid
- Monitor Error Logs: Check application logs for specific error details
Third-Party Platform Issues
Problem: Integration with external platforms failing Steps:- Check Platform Status: Verify third-party service availability
- Review Integration Logs: Look for specific error messages
- Update Integration: Ensure you’re using latest integration version
- Test Connectivity: Verify network connection to external platform
- Contact Platform Support: Reach out to third-party platform support
Getting Additional Help
When to Contact Support
Contact support if you experience:- Persistent upload failures after trying all solutions
- CMS integration issues that can’t be resolved
- Data discrepancies that affect reporting accuracy
- Authentication problems that prevent access
- Technical issues not covered in this guide
Information to Provide
When contacting support, include:- Specific error messages (screenshots helpful)
- Steps to reproduce the issue
- Browser and version being used
- Campaign IDs experiencing issues
- Timeline of when issues started
- Any recent changes made to setup
Support Resources
- Documentation: Refer to In-Store Ads Overview for setup information
- API Reference: Check technical documentation for integration issues
- Community Forums: Search for similar issues and solutions
- Support Portal: Submit tickets for personalized assistance
For urgent issues affecting live campaigns, use the priority support channel provided by your account manager.
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