> ## Documentation Index
> Fetch the complete documentation index at: https://docs.topsort.com/llms.txt
> Use this file to discover all available pages before exploring further.

# In-Store Ads Troubleshooting

> Common issues and solutions for In-Store Ads campaigns, asset uploads, and CMS integrations

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<div style={{ textAlign: "justify", marginBottom: "1.5rem" }}>
  This guide covers common issues with In-Store Ads campaigns and provides solutions for asset uploads, CMS integration problems, and performance optimization.
</div>

## 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**:

1. **Refresh the page** and try uploading again
2. **Clear browser cache** if uploads consistently fail
3. **Try uploading one file at a time** instead of bulk uploads
4. **Check file permissions** on your local system
5. **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**:

1. **Click in the upload area** to trigger cache refresh
2. **Refresh the browser page** to reload asset list
3. **Wait a few minutes** for server-side processing to complete
4. **Clear browser cache** if persistent display issues occur

## CMS Integration Problems

### Connection Issues

**Problem**: Unable to connect to external CMS platform

**Troubleshooting Steps**:

1. **Verify API credentials** are correct and up-to-date
2. **Check CMS platform status** for any service outages
3. **Confirm network connectivity** between systems
4. **Review firewall settings** that might block connections
5. **Update integration configuration** if CMS endpoints changed

### Content Sync Problems

**Problem**: Content not appearing on physical screens or delayed updates

**Solutions**:

1. **Check CMS platform logs** for sync errors
2. **Verify screen status** in the CMS management interface
3. **Confirm campaign scheduling** and activation settings
4. **Review content approval workflow** in CMS system
5. **Test with single screen** to isolate network issues

### Authentication Failures

**Problem**: Authentication errors when connecting to CMS

**Resolution Steps**:

1. **Regenerate API keys** in CMS platform
2. **Update credentials** in In-Store Ads integration settings
3. **Check token expiration** and refresh if needed
4. **Verify user permissions** for CMS integration
5. **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**:

1. **Campaign Status**: Verify campaign is active and within date range
2. **Budget Check**: Ensure campaign has available budget
3. **Screen Configuration**: Confirm target screens are properly configured
4. **Content Approval**: Check if content requires approval in CMS system
5. **Scheduling**: Verify campaign scheduling matches screen availability

### Performance Issues

**Problem**: Poor campaign performance or low engagement

**Optimization Strategies**:

1. **Creative Quality**: Review asset quality and relevance
2. **Placement Timing**: Adjust display timing for peak foot traffic
3. **Screen Location**: Evaluate screen positioning and visibility
4. **Content Rotation**: Implement variety in creative rotation
5. **Audience Targeting**: Refine targeting based on store demographics

### Reporting Discrepancies

**Problem**: Inconsistent or missing performance data

**Solutions**:

1. **Check Data Sources**: Verify all tracking systems are properly configured
2. **Review Attribution Settings**: Confirm attribution windows are set correctly
3. **Validate Tracking IDs**: Ensure unique tracking identifiers are working
4. **Cross-Reference Metrics**: Compare data across different reporting systems
5. **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**:

1. **Optimize Asset Sizes**: Compress images and videos before uploading
2. **Reduce Concurrent Uploads**: Upload assets one at a time
3. **Close Unnecessary Tabs**: Free up browser memory
4. **Check Internet Speed**: Ensure adequate bandwidth for uploads
5. **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**:

1. **Verify Tracking Setup**: Ensure presence detection is properly configured
2. **Check Camera/Sensor Status**: Confirm detection hardware is operational
3. **Review Privacy Settings**: Ensure tracking complies with privacy requirements
4. **Validate Zone Configuration**: Check that viewable zones are correctly defined
5. **Test Detection System**: Verify people detection is working in store

### Attribution Problems

**Problem**: Purchase attribution not linking to ad exposure

**Solutions**:

1. **Check User ID Matching**: Verify loyalty program integration
2. **Review Attribution Windows**: Confirm time windows are appropriate
3. **Validate Purchase Events**: Ensure POS system is sending data correctly
4. **Test Data Flow**: Verify end-to-end data pipeline
5. **Review Privacy Compliance**: Ensure attribution meets privacy standards

## Integration Support

### API Issues

**Problem**: Custom integrations not working properly

**Resources**:

1. **Review API Documentation**: Check for recent updates or changes
2. **Test API Endpoints**: Use tools like Postman to verify connectivity
3. **Check Rate Limits**: Ensure you're not exceeding API call limits
4. **Validate Authentication**: Confirm API keys and tokens are valid
5. **Monitor Error Logs**: Check application logs for specific error details

### Third-Party Platform Issues

**Problem**: Integration with external platforms failing

**Steps**:

1. **Check Platform Status**: Verify third-party service availability
2. **Review Integration Logs**: Look for specific error messages
3. **Update Integration**: Ensure you're using latest integration version
4. **Test Connectivity**: Verify network connection to external platform
5. **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](/en/knowledge-base/offsite-and-instore/instore/) 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

<div style={{ textAlign: "justify", marginBottom: "1.5rem" }}>
  For urgent issues affecting live campaigns, use the priority support channel provided by your account manager.
</div>

***

<LastUpdated date="2025-11-24" />