Troubleshooting Installs tracking or discrepancy

If you’re experiencing issues with app install tracking on your analytics dashboard or noticing discrepancies in the number of app installs, follow these troubleshooting steps to resolve the issue.

• Details: The Adjust SDK can be released in production or sandbox mode. Apps in sandbox mode might not show install data correctly.

• Question: Do you see no installs at all or you see a discrepancy?

• How it can be checked: Navigate to the dashboard add environment filter. Select the sandbox environment filter on the existing overview. Select a timeframe during which the isntall should have been reported

• Action: If you see the installs in a sandbox environment, please contact your developer to release the app in a production mode.

• Details: Adjust offers some security features namely SDK signature. If installs do not contain a valid signature and this feature is enforced on a dashboard the installs will be rejected and won't be displayed on the dashboard. A reason for no installs could be that the SDK signature was implemented incorrectly and was enforced.

• Question: Have you enforced SDK signature for your app? If yes, was it implemented correctly?

• How it can be checked: Navigate to App view --> select the app --> protection --> suspicious installs --> reject suspicious installs on/off

• Action: Disable the SDK signature and review the integration steps to make sure valid installs have the signature attached.

• Details: There might be a steady drop in installs in case the app was resubmitted with no Adjust SDK. There might be a drop in installs due to a channel as Adjust might have blocked a traffic source for click spamming.

• Question: Were any installs reported before and now the numbers have dropped? Is a drop associated with a particular channel?

• How it can be checked: Go to your reports to identify the changes and proceed with the following actions

• Action:

  • Check if there is no traffic no due to the SDK not being released or it’s not initialised.

  • If there is a drop in traffic, confirm if you had any recent updates/submissions of the app.

  • Run a test install and see if it is attributed.

  • If particular network is affected run other checks below.

• Details: Note the difference between installs and attribution. Check if there are any attributed installs per OS. Make sure you are looking at the correct dashboard.

• Question: Which OS is affected? If iOS, do you see any SKAdNetwork installs?

• How it can be checked: On the overview tab apply the app store/google play and check if there are any attributions for any partners. Check SKAdNetwork dash.

• Action: Do you have any live campaigns? Which media partners are you running with? You can clarify if those are app install campaigns or web campaigns (are they sending traffic to the app store or LP). If you see SKAN installs send an explanation on reporting metrics

Is partner configuration incorrect?

• Details: Either we don’t have permissions or partners do not support the attribution.

• Question: Have you verified that the partner is setup correctly? Confirm with this link to the partner setup details.

• How it can be checked:

  • Check if probabilistic is enabled for those partners. (custom links – attribution settings; networks → attribution settings).

  • Check if the module is set up correctly (events links; correct ids).

  • Check if partner Ad credentials are added (maybe you are running SAN campaigns and installs won’t be tracked without credentials)

• Action: Please share a screenshot of ids on the partners side. We might need to ask to relink the accounts if you are running SAN campaigns and no installs are tracked.