FAQs

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Why did my AdRoll connection break and need reconnecting?

AdRoll uses an OAuth 2.0 sign-in where the refresh token rotates. Each time Adriel refreshes access, AdRoll issues a new refresh token and invalidates the previous one, and Adriel stores the replacement. If that hand-off does not complete, there is no valid token left to retry with, so the connection cannot recover on its own and has to be reconnected through the AdRoll authorization flow. Reconnecting from the data source settings restores access. For the steps, see How to connect AdRoll to Adriel.

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Why do I see paused or ended AdRoll campaigns in my reports?

This is expected. At the campaign level, the connector always fetches both active and inactive campaigns and combines them into a single result, so paused, completed, and other inactive campaigns appear alongside live ones. There is no option to report on active campaigns only. To focus a widget on current activity, filter by campaign status or by the specific campaigns of interest in the widget’s breakdown and filter settings.

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Why is an AdRoll metric showing 0 instead of blank?

When AdRoll returns no value for a numeric metric, the connector reads it as 0 rather than leaving it empty. This keeps totals and roll-ups stable, but it means a genuine zero and a “no data returned” state look identical in a widget. When judging whether a 0 reflects real performance, cross-check the same period and breakdown in AdRoll, and confirm the metric is one AdRoll actually reports for that campaign type.

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Why don’t AdRoll’s visitor metrics appear in Adriel?

AdRoll’s own documentation lists visitor-based metrics — for example, visitors, new visitors, and engaged visitors — but those fields do not return usable data through AdRoll’s reporting API. Because they cannot be relied on, they are excluded from the connector, so they are not available as metrics in Adriel. The supported AdRoll metrics are listed in the AdRoll data reference.

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Why does a future date range return no data?

A widget or dashboard whose date range falls entirely in the future (in UTC) returns an empty result, because there is no reported performance to fetch yet. Adjust the date range to include dates that have already passed, and the data appears once AdRoll has reported it.

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