--- schema_version: "1" id: 1827e0ed38de3dd6396cb27e0119d2d3d4bab83d8780b9acb9c3dea1aebd0f9c title: Troubleshoot Unified Reporting Issues collection: admin version: current locale: en-us portal_url: https://docs.salesforce.com/admin/current/en-us/mktg/264-0-0/mke_unified_reporting_troubleshoot.md canonical_url: https://help.salesforce.com/s/articleView?id=mktg.mke_unified_reporting_troubleshoot.htm&release=264.0.0&type=5 source_site: help.salesforce.com content_type: documentation content_hash: 9c4fb140eeaef54af6eb8056ac7686dbf8343e21ba5a0bc3f536f8a30294690e description: Troubleshoot common reporting issues to resolve discrepancies and ensure accurate marketing performance data in Marketing Cloud Engagement+. products: - Marketing - Marketing Cloud Engagement release: "264" --- # Troubleshoot Unified Reporting Issues Troubleshoot common reporting issues to resolve discrepancies and ensure accurate marketing performance data in Marketing Cloud Engagement+. ### Required Editions
Available in: Marketing Cloud Engagement Pro+, Corporate+, and Enterprise+ editions
## Dashboard Cards and Metrics Not Displaying Data In some situations, you see empty results in a dashboard or report, or campaign data isn’t available for reporting. If this problem occurs, first verify that the data bundles for Marketing Cloud Engagement are deployed in your account. These bundles are necessary for synchronizing reporting data. These metrics don’t support Marketing Cloud Engagement data: - Segments - Campaigns - Conversation Forwards for SMS messages - Conversation Forwards and Click Rate for WhatsApp messages - Button clicks, image clicks, and carousel impressions for mobile app messages ## Data Discrepancies in Reporting If you run reports and dashboards in the unified reporting platform and run similar reports in a different reporting system, there can be differences in the metrics reported by the two systems. There are several possible causes for these differences, including: - Time zone differences: The external system uses a different time zone from your Marketing Cloud Next account, which results in different date and time selections from the selections in your report filters. - Data updates: The external system synchronizes its data with Marketing Cloud Next at a different cadence, leading to a discrepancy in the reported values. - Data retrieval failures: If a data synchronization event fails, Data 360 automatically retries the synchronization every few hours. However, if the user who’s using the report or dashboard isn’t aware of the failure, they don’t know that the data isn’t the same across the two reporting systems. ## Journey Data Attribution in Campaigns Sometimes, when you compare the journey metrics in Marketing Cloud Engagement to the metrics for a campaign in Marketing Cloud Next that contains that journey, the campaign metrics don’t include the journey history data. This difference occurs when you add a running journey to a new campaign. When you create a draft journey and add it to a campaign, those metrics appear in the unified analytics system. When you connect a running journey to a campaign, only the metrics generated after you add it to the campaign are added to the analytics system. If you remove a journey from a campaign and then add it to a different campaign, the journey data from the first campaign moves over to the new campaign. ## Send to Journey Data Differences If you use the [Send to Journey activity in a flow](https://help.salesforce.com/s/articleView?id=mktg.mke_flow_send_journey.htm&release=264.0.0&type=5 "With Marketing Cloud Engagement+, you can send customers from your flows into existing Engagement journeys."), your journey data in Marketing Cloud Engagement can sometimes show a larger number of sends than you see in the flow and campaign reports in Marketing Cloud Next. These differences can occur when multiple processes activate the API event that triggers your journey. For example, this situation can occur if an external system triggers the API event, or when you trigger the same journey from more than one flow. As a result, the number of events for a specific flow don’t match the number of customers who enter the journey. For example, assume that a campaign contains these elements: - Flow A, which triggers Event A 100 times, sending 100 customers into Journey 1. - Flow B, which triggers Event A 50 times, sending 50 customers into Journey 1. In addition to these flows, an external API process also triggers Event A 25 times, which sends 25 customers into Journey 1. Each of these processes reports the actual number of times the event triggered. For example, the data for the campaign shows that 150 customers were added to Journey 1. However, the data for Journey 1 itself shows that 175 customers were added to the journey. ## Dashboard Installation Issues Across Business Units If you install the Marketing Performance dashboard in one Marketing Cloud Next business unit (BU) and then try to install the same dashboard in a different BU, the installation fails if the target BU isn’t configured correctly. In this situation, make sure that the data streams for Marketing Cloud Engagement are deployed in the target BU before you deploy the data kit for Marketing Cloud Next. After you deploy the data streams, install the dashboard. ## Marketing Cloud Engagement Data Not Shown If you connected Marketing Cloud Engagement to Data 360 before November 11, 2025, your account isn’t eligible to use the unified reporting system. In these accounts, data for Marketing Cloud Engagement isn’t available in the Marketing Performance or Analytics sections.