If you detect issues with Analytics, it is helpful to do some troubleshooting on your own before contacting technical support team, because in most cases it will help you to solve the issue promptly. The main possible issues are: slowdowns (long loading time) and lack of data.
What to check in case of slowdowns:
1. Try refreshing the page and see if the issue persists.
2. Try clearing your browser cache and re-enter the System.
3. Check that you are using a browser from our supported list: Google Chrome or Mozilla Firefox.
4. Make sure your internet connection is fine and there are no network-related errors.
5. Make sure that you or your colleagues have not overloaded the System with complex resource-intensive tasks (e.g. multiple tasks to recalculate a large number of EDRs). You can check the total load on the System by the CPU usage metrics on the main page (if the metrics are available to you).
If the slowdowns persist after the operations described above, you can contact technical support by creating a ticket on HelpDesk and providing detailed information:
1. How to reproduce the problem (a step-by-step guide on what we need to do to replicate the problem you are experiencing)?
2. Have you performed the steps described above?
3. Your browser name.
4. What interfaces have slowdowns: all of them or just some of them (for example, only Analytics)?
5. Who is experiencing the problem: only one user on one computer, or several?
6. Please capture F12 logs (send us a screen record with F12+Network pressed at the moment of slowdowns). Details on how to do this can be found on the internet, e.g. here (note that by changing the language on the website, you can read this article in any of the languages available).
What to check if data is missing in Analytics:
1. Wait a bit and refresh the page. Analytics does not display statistics in real time. It takes a certain amount of time to calculate analytical cubes, minute cubes are the fastest to be calculated. Cubes that have not yet been calculated are grayed out, the data displayed on them may not be complete.
2. Check the arrival of new EDR files using the EDR file status (Administration) report in the Reports interface (in most cases, Administration reports are available to System owner users with no restrictions only). This report shows the download and processing time of all EDR files.
If there are no new entries in the report, no files are uploaded to the system. If records of uploaded files appear, but the status does not change from 'new' to 'ok' for a long time, this also signals a problem.
3. Check the calculation procedure itself in the Administration/System jobs interface. The SMS_LOAD_CDRS job is responsible for loading EDR on SMS systems, and it runs every minute. The SMS_RECALC_CUBE job, which also runs every minute, is responsible for cube recalculation on SMS systems. Check the time of the last and next scheduled start of the job against the current time on the system.
If you can see that the start date is far in the past, the job is probably stuck.
If the lack of data persists after performing the checks above, you can contact technical support by creating a ticket on HelpDesk and providing detailed information on your findings and how to reproduce the issue.
AKBSMS - Alaris Knowledge Base
Related Questions:
1) Slowdowns in the Analytics interface.
2) The Analytic interface is slow and data is lacking.
3) The statistics are not up-to-date in the Analytics.
4) The data is not displayed in the Analytics.
5) How to troubleshoot Analytics issues.
Link to this Article: https://helpdesk.alarislabs.com/en/knowledge_base/article/301/category/139/