Troubleshooting common issues
Causes and fixes for common issues in VIOOH Trading Manager.
A deal line will not save
Cause: the deal line contains 10,000 or more unique frames.
Solution: review your targeting criteria — check the location, venue type and format filters for rules that are wider than you intended. If the selection is correct and you need more than 9,999 frames, split the activity across multiple deal lines within the same campaign. See Frames.
A campaign is trading on days you did not select
Cause: all days in a schedule default to full-day targeting. Selecting specific days does not deselect the others.
Solution: select the days you do not want and use the '–' button to exclude them. Excluded days appear unselected, with a white background. See Custom Hours and Dayparts.
A dayparting pattern has disappeared after editing a deal
Cause: the start or end date of a saved deal was changed after the pattern was set, which resets existing patterns.
Solution: re-apply the pattern after changing the dates. See Custom Hours and Dayparts.
The 'Approve' button is greyed out on a creative
Cause: mandatory metadata has not been added.
Solution: complete the Advertiser, Brand and Product Category fields, and save. See Creative Details.
A creative shows as 'Rejected (auto)'
Cause: the creative does not match the aspect ratio of any frame in your inventory, within the tolerance threshold.
Solution: check the rejection reason in the audit log and ask the DSP to resubmit a file with compliant dimensions. See Creative Auto-Rejection.
The DSP field cannot be edited
Cause: the campaign is live. The DSP is read-only once a campaign goes live.
Solution: edit the DSP while the campaign is in 'Pending Approval' or 'Approved' status. See Editing Campaigns.
Frames are not appearing in the asset export
Cause: assets missing PMP_CPT, width or height, or with a dismounted status, are excluded from the export file.
Solution: check the Asset Health dashboard for the missing parameters and submit the data. See Asset Health.
Inventory is not trading at all
Cause: the asset has no allotment figure set in VIOOH Central, which is retained as a null value.
Solution: check the 'Frames Missing Allotment' table and submit a valid allotment figure. See Asset Health.
Changes to a deal line have not been saved
Cause: you navigated away from the deal line before saving.
Solution: select 'Save Deal Line' for deal line changes, or 'Save Campaign Info' for campaign-level changes, before navigating elsewhere in VTM. See Creating Multiple Deal Lines.
A Guaranteed campaign is underpacing
Cause: delivery is behind what was allocated. The Deal Health dashboard shows which frames, hours and loss reasons are responsible.
Solution: use the 'Pacing' and 'Diagnostics' tabs in Deal Health to find the cause, then reallocate the deal line. See Troubleshooting an underpacing Guaranteed campaign.
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Tips and best practices — Recommendations for getting the most from VIOOH Trading Manager.
If you need more help, see Contacting support.