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Why is data not showing up inside the dashboard or reports?

Solution

Whenever you run a tracked application, the tracking results should show up on the dashboard in real-time. Therefore if after running (and exiting) your application, that particular installations is not shown among the list of active users, then it probably means the data was not sent by the client to the server.

By default, the Revulytics Usage Intelligence SDK calls home to the Revulytics server at least once per runtime session. This typically happens when you call tbStop() just before the runtime session terminates. At this point the client will attempt to sync with the server and send any cached data.

Whenever an internet connection is not available or the server for some reason rejects the call from the client, the data remains cached on the client until the next sync. You may programmatically force a sync by calling tbSync(), however this is not necessary and also not recommended unless you need to cater for some specific usage scenario.

Troubleshooting

If you have followed the integration instructions and still cannot get data to show up in the reports, please go through this check list:

  1. Make sure you are using the correct callhome URL and product ID for that particular product. Every product has its own unique URL and the server will reject any calls from that product unless they match the designated URL.
  2. If you have changed the product ID or callhome URL at any point (such as if you previously tried tracking using a test account) then you must delete the Usage Intelligence log and config files before your client will be able to sync with the server. The files are located here.
  3. Confirm that the Usage Intelligence SDK has write access to the folder you have set when calling tbSetFilePath(). On calling tbStart() the Usage Intelligence SDK should create the following files:

    • Windows - tbconfig.xml, tbinfo.xml, tblog.log and tbdebug.log
    • Linux/Mac - tbconfig.cfg, tblog.log and tbdebug.log

    More info on using the tbSetFilePath() function can be found here.
  4. If tbdebug.log exists, open this debug log to check if there are any specific errors logged inside this file.
  5. Check whether the Usage Intelligence SDK has a valid internet connection to reach the Trackerbird Server. Programmatically you can check whether the SDK has connectivity to the server by using the tbConfigCheck() API call. More info on using the tbConfigCheck() function can be found here.

    Please note that connection to the Revulytics server may be blocked due to proxy authentication or gateway firewall. You may use tbSetProxy() to cater for proxy server authentication. For more info please check out the related KBase article on How to use Usage Intelligence in proxy and firewall environments.

If you go through the above check list and all seems in order, then please open a support ticket here and send the 4 log/xml files created by the Usage Intelligence SDK, so that we can help to identify the problem.

If your query is related to EVENT / FEATURE tracking data, then please check out this KBase article.

 
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Article details
Article ID: 30
Category: SDK integration and Technical queries
Date added: 2013-02-23 01:17:37
Views: 510
Rating (Votes): Article rated 2.6/5.0 (5)

 
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