Stats Troubleshooting

Having some sort of issue with the Stats in your Wistia account? Here are some tips and tricks you can try to get back on track.

Something strange with your stats? Maybe your heatmaps aren’t showing up? We’ve got you covered.

Unable to see heatmaps!

So you’ve uploaded your video to Wistia, and you’re ready to watch it and start pulling in stats. But they don’t appear in your engagement graph, or the Viewer Stream!

This is because Wistia separates any logged in views (Account Owner, Manager, User) from audience views. If you’re logged into your Wistia account (and watching your video within your Wistia account) your views will be logged as Private User Sessions.

Private User Sessions

Note
Heads up - this is different from IP Filtering. IP Filtering will ignore any views from designated IP addresses - these will not be logged as Private User Sessions.

Still can’t see your heatmaps? They should show up pretty immediately. First check out our status page (we’ll tell you if heatmaps are at all behind real time). If everything is good, feel free to reach out to us. We’ll get to the bottom of it!

Why are total plays and play rate plays different numbers?

Sometimes on your video stats page you’ll see a variation between Total Plays and the amount of people who played the video as calculated in Play Rate. Kind of like this:

Video Stats Page Example

This is because the first number is actually the total plays. The second number is individual plays. So you might have a few people who watched your video more than once without clearing their cookies or using a different browser.

So in the case of the above stats, two people watched that video twice on two separate visits.

Anti-Tracking Software

If someone you know has watched your video but did not show up in your stats, they could be using an anti-tracking software. Let’s cover some of the most commonly used applications:

  • Ad-blockers - Although the original intent of these extensions is to stop advertisements, oftentimes they can block browser cookies as well. Our player relies on certain tracking cookies to measure play events and record analytics. If the user disables this then we would have no way of recording that information.
  • Virtual Private Networks (VPN’s) - A VPN is essentially a server that acts as an intermediary between the viewer and the website they wish to connect to. So rather than your viewer playing your video directly, they connect to the VPN first, and then the VPN will play your video from where the VPN server is located. Using this method, we may be able to record a play event for the video your viewer watched, but their audience information can be misdirected and inaccurate.
  • Security Browsers - There are browsers that are made for maximum privacy and by default they disable all cookies and caches from being saved. Often times they double down by having a built in ad-blocker as well (for example: Chromium based browsers like Brave or Epic). These browsers only make up a small portion of all internet users, but it never hurts to cover all your bases!

Stats Tracking Test

Now that you know what common factors can stop a viewing session from being recorded, you can run a test to make sure your videos are tracking stats as expected!

First, you’ll want to open an incognito browser. Why you ask? Because an incognito browser starts a new window with no previously saved cache or cookies, and their default settings are to disable third party extensions.

Afterwards, go to your Wistia media URL - it’ll look something like this (be sure not to log into your account): https://home.wistia.com/medias/30q7n48g4f

Play your video, even if just for a few seconds. Now that you’ve watched your video you’ll want to go back into your video stats and see if your view was tracked. Your views are tracked in real time, but just in case you don’t see it right away wait a minute and do a page-refresh. If you still don’t see your own viewing session populate, reach out to us and we’ll be happy to help!

- make sure you’re not filtering out your own IP as this can block your tracking even if you were in an incognito browser.