Overview
Vidyard has the ability to integrate into the most popular Marketing Automation Platforms such as Marketo, Pardot, Oracle Eloqua and Hubspot, to name a few.
When you have connected your MAP into Vidyard, identification and video view information will transfer between both platforms. This article will help troubleshoot any problems that can arise.
Symptom
You have successfully integrated your MAP into Vidyard and know someone has watched a Vidyard player. You expect their identification to come from Vidyard and go into your MAP, or vice versa. You also expect to see video view information for a contact in your MAP, but it's not appearing.
Cause & Solution
There are a number of possible reasons why this can occur. The following are the most common:
| Possible cause | Solution |
|---|---|
| A) You have used an iframe embedded on your domain. | A) This will not work because we need to use Javascript to retrieve the MAP cookie and route the data correctly. You can quickly check whether you are using an iframe by looking at the 'page source' in a web browser and identifying whether the Vidyard player code starts with either <script> or <iframe>. If this needs to be changed, you can use the Share page for a player to get the required Javascript version. |
| B) You are using a Vidyard sharing page and haven't added the tracking code into the Sharing Page set up (found in Channels). | B) Set up your tracking codes on the branded sharing page. Learn how here. |
| C) You are anticipating that a known lead/contact in your MAP will be identified when they go to a Vidyard sharing page and watch a player without a lead capture form/vyemail string. | C) This may not occur as their identification would only be associated with the domain where their information was initially collected. You can resolve this by sending them to a Vidyard sharing page from a MAP email, as this should associate their identity to the MAP cookie for the Vidyard domain. Then any further sharing page views will track in the MAP. |
| D) The MAP tracking script code is not implemented correctly. | D) If you cannot see general web page visit activity in your MAP for a contact, then it's likely that the MAP script has not been correctly implemented on your page. Please refer to your MAP's implementation instructions to ensure this is corrected. |
| E) You are using a HubSpot beacon that is associated with another domain. | E) You need to ensure that your tracking script is creating a MAP cookie for the domain where the player is embedded. You can check this in Chrome via Inspect>Application>Cookies and look for that particular cookie. |
| F) An email address has been entered incorrectly on a form, so the data is going into a different place than anticipated. | F) Unfortunately, you cannot control whether a user inputs an email address correctly. Try searching for close matches. |
| G) There is a delay in the Analytics Engine or API on the MAP. | G) You should always allow up to 24 hours for the data to show. If you use Eloqua, you must allow up to 60 hours for any new contacts, due to a known delay in their API. |
| H) If using HubSpot, you have not made the necessary view adjustments to the timeline to accommodate Vidyard data. | H) Click Filter Timeline and made sure that the Vidyard for HubSpot checkbox under Integrations is checked. |
| I) If you have Marketo, you may have originally approved a Custom Activity that contained an error. | I) Remove the Custom Activity and start again. Marketo has been known to not update the error once the object has been created, even if you reapprove the new draft. |
If you are still having an issue with this, please contact Vidyard Support. We're happy to help troubleshoot further.
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