Troubleshooting Scenarios

The following is a list of problems you may encounter with Analytics and the steps you can take to fix them.

Cannot Sign in to Analytics

Problem:

I cannot sign in to Analytics.

Actions to Take:

Cannot Open Analytics

Problem:

I cannot open Analytics in my browser.

Actions to Take:

Missing Data in a Panel

Problem:

A panel in Analytics does not contain any data.

Actions to Take:

Incorrect Data in Panel

Problem:

A panel contains incorrect data.

Actions to Take:

Incorrect Time for Data

Problem:

The data in one or more of my panels is off by several hours.

Actions to Take:

Cannot Add ArcGIS Server or it's Not Displaying

Problem:

I cannot add an ArcGIS Server or my configured ArcGIS Server does not display in Analytics.

Actions to Take:

Web Adaptor References Multiple ArcGIS Servers

Problem:

I want to add a web adaptor URL as an ArcGIS Server, and the web adaptor references multiple ArcGIS Servers. However, I’m only able to select a single log file directory. How can I configure a web adaptor with multiple ArcGIS Server references?

Actions to Take:

You can set up multiple Log Directories in Configuration and also specify if the server where the logs are located are in a different time zone. For more information, see Add a Remote ArcGIS Server.

  1. In Configuration, click Add | ArcGIS Server in the sidebar.
  2. Under ArcGIS Server Log Settings, click Add under Log Directories, and then specify the path.

No Data or Incomplete ArcGIS Server Data

Problem:

I’ve configured ArcGIS Server as well as a directory(s) for log files, but no data, or incomplete data, is displaying in Analytics.

Actions to Take:

No ArcGIS Server Data on Trends Tab

Problem:

ArcGIS Server is installed on the same machine as Analytics, but there is no information about ArcGIS Server in the panels on the Trends tab.

Actions to Take:

A Resource is not Displaying in Analytics

Problem:

A resource I added is no longer displayed in Analytics.

Actions to Take:

Cannot Edit a Resource

Problem:

I cannot edit an existing configured resource, even though I verified that the settings are correct.

Actions to Take:

Missing HTML5 Viewer Data

Problem:

My Geocortex Essentials HTML5 Viewer is configured to send data to the client relay, but nothing is displaying in Analytics.

Actions to take: 

Missing Silverlight Viewer Data

Problem:

My Geocortex Essentials Silverlight Viewer is configured to send data to the client relay, but no information is available in Analytics.

Actions to Take:

User IP Addresses in Trends are all the Same

Problem:

All of the user IP addresses displayed in Trends are the same.

Actions to Take:

In order to get a user’s IP address, Analytics uses the X-Forwarded-For or the Forwarded message header. If these cannot be found, it uses the last IP request it finds. However, when data is sent from an application to the Analytics client relay via a proxy server or load balancer, the header information is not always retained. Depending on your organization’s network architecture, the header may contain only the last server's IP address, or the header may not exist at all, or it may be overwritten when the request is forwarded between proxy servers.

If Analytics is installed on an Amazon Web Service (AWS) server, then setting the load balancer from SSL (Secure TCP) to HTTPS (Secure HTTP) may allow the server to get the correct IP address information.

Error Configuring Gmail Address

Problem:

I want to use a Gmail email address for alerts but I get an error when I try and configure it.

Actions to Take:

Panels Cut Off in PDF

Problem:

When I print a dashboard to PDF, the panels are cut off.

Actions to Take:

The PDF layout is representative of the current appearance of the panel in your browser. Low-resolution screens are not supported for printing PDFs. The minimum supported resolution is 1024x768.

Role Not Running

Problem:

A required Analytics role is not running.

Actions to Take:

Analytics Running Slowly

Problem:

The Analytics application is running too slowly.

Actions to Take:

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Documentation Version 1.5