# When numbers are missing or wrong

An empty page, a dash instead of a number, availability as a range, a yesterday that is too low: Usually there is no error behind it but a limit of the measurement. Here are the most common observations with their meaning.

> **Type:** troubleshooting
> **For:** Everyone who reads analytics and does not trust a number.
> **Where in the portal:** **Analytics**

## Analytics shows nothing

| Symptom | Meaning | Solution |
|---|---|---|
| **No display paired yet** | Without a display, there is nothing to measure. | **Pair a display**: [Pair a display](/docs/displays/pair-display). |
| **Nothing to measure on this day** | No planned time was scheduled for this day, and the display reported nothing. | Check the program and the opening hours of the location. |
| A display has reported nothing since pairing. | The display software on the device is an older version that does not report plays individually yet. The **Devices** tab shows the system image of the device. | Bring the device up to date: [Updates](/docs/devices/about-player-updates). |
| **Analytics could not be loaded.** | The connection to the server is disrupted right now. | **Try again**. If it stays that way: [When something goes wrong](/docs/help/troubleshooting). |
| **There was no planned hour in this period.** | No planned time was scheduled for any day of the period. | Check whether a program is assigned to the displays. |

## The numbers look wrong

| Symptom | Meaning | Solution |
|---|---|---|
| Yesterday is too low. | Devices without a network report late. As long as a gap is open, the numbers can still rise. | Look again after the stated deadline has passed: [Why is a gap not a zero?](/docs/analytics/about-gaps) |
| **Availability** appears as a range. | There are open gaps. The lower number calculates with what is on file, the upper one with everything arriving. | Nothing to do until the deadline has passed. |
| The airtime is smaller than the running time in the program. | Only valid time is counted: not when the TV was on standby, the display software was covered, or a playback error left the area empty. | The day of the display shows the reason: [Check a display’s day](/docs/analytics/check-display-history). |
| Gaps appear at night. | Without opening hours on file, the planned time counts every program hour, including at night. | Enter the opening hours at the location: [Create locations and assign displays to them](/docs/displays/create-locations). |
| The planned time of a past day no longer matches today’s program. | The planned time uses the program that applied back then. Opening hours, in contrast, follow the current state of the location. | Not a finding. |
| Many plays appear as **panel off**. | The TV was on standby during the planned time, often because of a timer on the device. | **Check timer**: The planned time and the timer of the TV should match. |
| Plays appear as **clock unreliable**. | The clock of the device deviated by more than five seconds, it had no time source, or two plays of the same display overlap by more than two seconds. | Check the network connection of the device. Without synchronization with the server, the clock drifts. |
| Contacts are missing for a location. | No audience is on file for the location, or its displays have no location. | [Set up ad space and audience](/docs/advertising/set-ad-space-and-audience). |
| “The period starts later than asked because your package only reaches back that far.” | You asked further back than your package commits to in history. Shortening is never silent. | Choose a shorter period or a larger package: [Packages, trial, and booked seats](/docs/getting-started/packages-and-trial). |
| There are no hourly values anymore for days long past. | Hourly values are kept for 25 months, daily values indefinitely, individual plays for 13 months. | Save what you need for longer as an export: [Run your own analysis](/docs/analytics/run-analysis). |
| A screenshot is missing for an older day. | Your package keeps screenshots for 1, 7, 30, or 90 days. | Samples that a proof has taken over stay with it: [Proofs and links for advertisers](/docs/analytics/manage-proofs). |

## Advertising and proofs

| Symptom | Meaning | Solution |
|---|---|---|
| Plays of a creative appear as **wrong content**. | The display showed a different file from the approved one. | Create a new creative for a new file: [Create and approve creatives](/docs/advertising/create-and-approve-creatives). |
| Plays appear as **too short**. | The creative ran shorter than 90 percent of the spot length, for example because a video was shorter or the ad break was interrupted. | Create videos at the spot length. |
| Plays appear as **not planned**. | The display showed the creative more often than the planning provided for this hour, or in an hour without planning. This happens right after booking, because a booking counts from the next full hour. It also happens on a display that the booking does not reach, or outside the opening hours of the location, for example on a public holiday. The planning provides for advertising only during opening hours. At most the planned plays and two more count. | Right after booking, there is nothing to do. If an ad break also runs outside opening hours, give that time a program without an ad break. If they pile up on one display otherwise, bring the device up to date: [Updates](/docs/devices/about-player-updates). |
| Fulfillment is below the target today. | Displays are not reporting, TVs are on standby, or there are not enough slots. | **Failures by reason** and **Where and when it was delivered** name the cause: [Analyze ad campaigns](/docs/analytics/analyze-ad-campaigns). |
| Two proofs of the same month state different numbers. | One is the closing, the other an addendum with what arrived later. | Read both together: [Why is a gap not a zero?](/docs/analytics/about-gaps#closing-and-addendum) |
| The contacts in the proof are lower than in your analytics. | The proof counts only contacts of grades A and B, your own view also the self-reported data. | Not an error. A count at the location raises the grade. |
| **Proofs from the Premium package** | Your organization has neither direct business in its package nor takes part in the ad network. | **Compare packages**. |
| The verification page reports **Not the signed version**. | The file was changed after it was signed, or the check code belongs to a different number. | [Check a proof](/docs/analytics/check-proof). |

## Related

- [What does analytics measure, and what does it not?](/docs/analytics/about-measurement)
- [Read status, visibility, and incidents](/docs/displays/read-status)
- [When something goes wrong](/docs/help/troubleshooting)