Troubleshooting

Troubleshooting

Find solutions to common issues with BoostOps setup, integration, and daily usage. Can’t find your issue? Contact our support team for personalized help.

Unity SDK Issues

SDK Installation Problems

Package Manager Installation Fails

Symptoms: Unity Package Manager shows errors when adding BoostOps SDK

Solutions:

1. Check Unity version: Ensure you’re using Unity 2019.4 LTS or later
2. Verify Git connectivity: Unity needs access to GitHub
3. Clear Package Manager cache:

   Unity → Window → Package Manager → Advanced → Reset Packages to defaults

4. Try manual installation: Download the .unitypackage directly

Build Errors After SDK Installation

Symptoms: Compilation errors or build failures after adding BoostOps

Solutions:

1. Check for conflicting packages: Remove duplicate analytics SDKs
2. Verify Unity version compatibility: Some features require newer Unity versions
3. Clean and rebuild: Delete Library folder and rebuild project
4. Check platform settings: Ensure target platform is iOS or Android

SDK Initialization Issues

SDK Not Initializing

Symptoms: BoostOpsSDK.IsInitialized() returns false

Solutions:

1. Verify API keys: Check Game ID and API Key are correct
2. Check network connectivity: Ensure device has internet access
3. Review initialization order: Call Initialize before other SDK methods
4. Enable debug logging: Add debug mode to see detailed error messages

// Enable debug mode to see what's happening
BoostOpsSDK.Initialize(gameId, apiKey, true); // true = debug mode

Events Not Being Tracked

Symptoms: Events don’t appear in BoostOps dashboard

Solutions:

1. Wait for data processing: Events can take 5-10 minutes to appear
2. Check event parameters: Ensure parameters are valid JSON types
3. Verify SDK initialization: Events are queued until SDK is initialized
4. Check network connectivity: Events require internet to send

// Verify SDK is ready before tracking events
if (BoostOpsSDK.IsInitialized())
{
    BoostOpsSDK.TrackEvent("test_event");
}
else
{
    Debug.LogError("BoostOps SDK not initialized");
}

Dashboard and Data Issues

Data Not Appearing

No Data in Dashboard

Symptoms: Dashboard shows “No data available” or empty charts

Solutions:

1. Check date range: Ensure you’re looking at the correct time period
2. Verify game selection: Make sure the right game is selected
3. Wait for data processing: Initial data can take 24 hours to appear
4. Check SDK integration: Verify events are being sent from your game

Incomplete Data

Symptoms: Some metrics show data while others don’t

Solutions:

1. Review event tracking: Ensure all required events are implemented
2. Check ad network connections: Verify all networks are connected
3. Validate revenue tracking: Confirm purchase events are firing correctly
4. Check time zone settings: Ensure consistent time zones across systems

Revenue Tracking Issues

Revenue Numbers Don’t Match Other Analytics

Symptoms: BoostOps revenue differs from other analytics platforms

Common Causes & Solutions:

1. Different time zones:

   • Check time zone settings in BoostOps dashboard
   • Ensure all platforms use the same time zone
   • Account for daylight saving time changes

2. Attribution windows:

   • Different platforms use different attribution models
   • BoostOps uses last-click attribution by default
   • Check attribution settings in other platforms

3. Currency conversion:

   • Verify all platforms use the same base currency
   • Check exchange rates for multi-currency games
   • Ensure currency codes are consistent

4. Event timing:

   • Some platforms report on transaction time vs processing time
   • Check if refunds are handled consistently
   • Verify subscription renewals are tracked properly

Missing Purchase Events

Symptoms: In-app purchases not showing in BoostOps

Solutions:

1. Verify purchase tracking code:

public void OnPurchaseComplete(string productId, float price, string currency)
{
    // Ensure this is called after successful purchase
    BoostOpsSDK.TrackRevenue("purchase", price, currency,
        new Dictionary<string, object>
        {
            {"product_id", productId},
            {"transaction_id", GetTransactionId()}
        });
}

2. Check purchase validation: Ensure purchases are validated before tracking
3. Review store integration: Verify Unity IAP or store SDK is working
4. Test with small amounts: Use test purchases to verify tracking

Ad Network Integration Issues

Connection Problems

OAuth Connection Fails

Symptoms: Can’t connect ad network accounts to BoostOps

Solutions:

1. Check account permissions: Ensure you have admin access to ad accounts
2. Clear browser cache: OAuth flows can be affected by cached data
3. Try incognito/private mode: Eliminate browser extension interference
4. Verify account status: Ensure ad account is active and in good standing

Data Not Syncing from Ad Networks

Symptoms: Ad spend data not appearing in BoostOps

Solutions:

1. Wait for initial sync: First sync can take 24-48 hours
2. Check API limits: Some networks have rate limits that slow sync
3. Verify account access: Ensure BoostOps still has access to your accounts
4. Review campaign status: Paused campaigns may not sync data

Profitability Tracking Issues

Ad Spend vs Revenue Mismatch

Symptoms: Profitability calculations seem incorrect

Troubleshooting Steps:

1. Verify time zones: Ensure ad networks and BoostOps use same time zone
2. Check attribution windows: Different networks may use different windows
3. Review currency settings: Ensure all data is in the same currency
4. Validate revenue tracking: Confirm all revenue sources are tracked

Campaign Performance Discrepancies

Symptoms: Campaign metrics differ between BoostOps and ad networks

Solutions:

1. Check reporting time zones: Networks may report in different time zones
2. Verify attribution models: Different attribution can cause discrepancies
3. Review data freshness: Some networks have reporting delays
4. Compare same time periods: Ensure you’re looking at identical date ranges

Performance and Technical Issues

Slow Dashboard Loading

Dashboard Takes Long to Load

Symptoms: Pages load slowly or time out

Solutions:

1. Reduce date range: Query smaller time periods for faster loading
2. Clear browser cache: Old cached data can slow performance
3. Check internet connection: Slow connections affect dashboard performance
4. Try different browser: Some browsers perform better than others

Charts Not Rendering

Symptoms: Dashboard shows loading spinners but charts don’t appear

Solutions:

1. Disable ad blockers: Some ad blockers interfere with analytics dashboards
2. Enable JavaScript: Ensure JavaScript is enabled in your browser
3. Update browser: Use a modern, updated browser
4. Check browser console: Look for JavaScript errors in developer tools

Mobile App Issues

SDK Performance Impact

Symptoms: Game performance decreases after SDK integration

Solutions:

1. Optimize event frequency: Don’t track events too frequently
2. Use event batching: Configure SDK to batch events for efficiency
3. Background processing: Ensure SDK operations don’t block main thread
4. Monitor memory usage: Check for memory leaks in integration code

// Optimize SDK performance
BoostOpsSDK.SetEventBatchSize(10); // Batch events for efficiency
BoostOpsSDK.SetFlushInterval(30);  // Flush every 30 seconds

App Store Rejection

Symptoms: App rejected due to analytics or tracking concerns

Solutions:

1. Review privacy policy: Ensure analytics usage is disclosed
2. Check data collection: Verify you’re not collecting prohibited data
3. Update app permissions: Request only necessary permissions
4. Review SDK configuration: Ensure compliance with store policies

Alert and Notification Issues

Alerts Not Working

Not Receiving Alert Emails

Symptoms: Expected alerts don’t arrive via email

Solutions:

1. Check spam folder: Alert emails may be filtered as spam
2. Verify email address: Ensure correct email in account settings
3. Check alert thresholds: Verify thresholds are set correctly
4. Review alert conditions: Ensure conditions are being met

False Positive Alerts

Symptoms: Receiving alerts for non-issues

Solutions:

1. Adjust thresholds: Increase thresholds to reduce noise
2. Add minimum impact filters: Only alert on significant changes
3. Review time-of-day settings: Account for natural daily variations
4. Use statistical significance: Enable significance testing for alerts

Slack Integration Issues

Slack Notifications Not Working

Symptoms: Alerts not appearing in Slack channels

Solutions:

1. Check Slack permissions: Ensure BoostOps has permission to post
2. Verify channel settings: Confirm correct channel is configured
3. Test webhook URL: Verify Slack webhook is working
4. Review Slack app status: Ensure Slack app is active

Getting Additional Help

Before Contacting Support

Gather Information

When reporting issues, please include:

• BoostOps account email
• Game name and platform (iOS/Android)
• Unity version and BoostOps SDK version
• Exact error messages or screenshots
• Steps to reproduce the issue
• When the issue started occurring

Try Basic Troubleshooting

1. Refresh the page or restart the app
2. Clear browser cache and cookies
3. Try a different browser or device
4. Check our status page for known issues
5. Review recent changes to your setup

Contact Options

For Technical Issues

• Contact Support - Submit a detailed support ticket
• Live Chat - Available in your BoostOps dashboard
• Email: support@boostops.com

For Urgent Issues

• Email: urgent@boostops.com (for service outages)
• Subject: [URGENT] Brief description of issue
• Include: Impact on your business operations

For Integration Help

• Unity SDK Guide - Comprehensive integration guide
• Firebase Setup - Firebase integration help
• Ad Networks - Ad network connection guide

Community Resources

Documentation

• FAQ - Frequently asked questions
• Getting Started - Setup guides
• Feature Guides - Detailed feature documentation

Best Practices

• Regular monitoring: Check dashboard daily for issues
• Proactive alerts: Set up alerts before problems occur
• Documentation: Keep track of your configuration and changes
• Testing: Always test changes in a development environment first

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