Updated Analytics and Essentials now information doesn't show on Analytics

Permanently deleted user

09 Juni 2021 20:00

I recently updated Analytics (current v 1.7.2) and Essentials (current v 4.14.2). Since the update my Analytic Site nothing is reporting anything under Geocortex Essentials tab and Geocortex Applications tab. If I click on one of my site under these tab and look at the 'Status' and 'Trends' the information is blank. Before the update everything is working, I followed the directions on updating and did everything they recommended for troubleshooting. I don't know what else I'm missing. Anyone know what is causing this?

 

Thanks!

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  Stefan Schweigert

  14 Juni 2021 20:59

  Hi Jenna,

   

  I have a few questions to help narrow things down:

  1. Are you still able to see historical data in Analytics for this Essentials instance?
  2. Can you confirm that the settings in the proxy.config file for GVH allow for traffic to be sent to Analytics?
  3. If you look at the Network tab in Chrome while using GVH, do you see failed requests being sent from the ClientRelay requests?

   

  Thanks,

  Stefan

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  Permanently deleted user

  15 Juni 2021 12:45

  Hi Stefan,

   

  Thank you for replaying.

   

  1) No I'm not able to see any historical data in Analytics.

  2) On the GVH server under proxy.config there's a web link to the Analytic server. See attached image.

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  Stefan Schweigert

  15 Juni 2021 22:09

  Hi Jenna,

   

  Thanks for your responses. A few follow-up questions:

  1. What version did you update from? If it was from an older version, like 1.4 or earlier, there might be caching in the browser causing the issue, which would requiring clearing your cache.
  2. Are there error messages in the panels or in the Chrome Developer Tools console?

   

  A screenshot of the behaviour would be helpful too.

   

  Thanks, Stefan

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  Permanently deleted user

  16 Juni 2021 12:28

  Hi Stefan,

   

  I have completely cleared all the cache from the system and that didn't help. The previous version was 1.5.1.

   

  I attached some screenshots. Status tab is showing information but the Trend tab is all blank. Its blank for all the item in the left panel.

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  Stefan Schweigert

  16 Juni 2021 13:44

  If you change the date range to the last month, does the panel appear the same?

   

  Any errors in the browser console?

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  Permanently deleted user

  16 Juni 2021 13:56

  No matter what date range I select the information is blank.

   

  Here's what google chrome console is showing.

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  Stefan Schweigert

  16 Juni 2021 20:49

  Hi Jenna,

   

  Thanks for the info. A few other questions:

  1. Did you add anything to your environment like a reverse proxy which requires configuring an Alternate URL to be configured?
  2. Are you using a non-default data directory (changed the drive Analytics is installed one)?
  3. Are any other the other panels outside of Essentials affected?

   

  Thanks, Stefan

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  Permanently deleted user

  17 Juni 2021 12:45

  Hi Stefan,

   

  Thank you for your help so far. I'm a newbie to the Geocortex world.

  1) When I did the update, I didn't do anything with a proxy.

  2) The drive of where Analytic is saved is the same one of the previous version. I ran the .exe file and followed the direction here, Upgrading

  3) The other side panels look to be ok and is showing information

   

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  Stefan Schweigert

  17 Juni 2021 16:25

  Hi Jenna,

   

  Thanks for your responses. I think following-up with our Support team would be your best option as I can't think of anything else to look at to debug unfortunately.

   

  Stefan

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  Gareth Evans

  29 Juli 2021 23:34

  Jenna and I resolved this issue by adding a URL substitution entry for their Essentials server, see our docs for more info around troubleshooting: Missing HTML5 Viewer data

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