Advanced Reporting troubleshooter for Adobe Commerce

Do you encounter a 404 error when using Advanced Reporting, and does your site meet the Advanced Reporting requirements?

• YES – Proceed to Step 2.
• NO – Complete the Advanced Reporting requirements for your site by following the steps in Advanced Reporting requirements. Then, proceed to Step 2.

Are multiple base currencies used (in orders and configuration)? Run the query SELECT value FROM core_config_data WHERE path = 'currency/options/base'; to check.

NOTE: This command requires a full table scan, so for tables with high numbers of records, this could have a performance impact whilst the query is executing to obtain historical orders data.

• YES – If multiple rows are returned by SELECT value FROM core_config_data WHERE path = 'currency/options/base';, Advanced Reporting is not supported. We only support one currency. You will have to use Adobe Commerce Intelligence instead. Reach out to your Account team to set this up.
• NO – If only one currency (e.g., USD) is shown, check historical orders with SELECT DISTINCT base_currency_code FROM sales_order;. If multiple currencies ever existed, Advanced Reporting is not supported. Otherwise, proceed to Step 3.

Is Advanced Reporting enabled? Check Admin > Stores > Settings > Configuration > General > Advanced Reporting. For detailed steps, review Advanced Reporting: Enable Advanced Reporting.

• YES – Proceed to Step 4.
• NO – Enable Advanced Reporting in Admin > Stores > Settings > Configuration > General > Advanced Reporting. Wait 24 hours for sync. If data loads, issue resolved; if not, proceed to Step 4.

Is there a token in the configuration? Run the query SELECT * FROM core_config_data WHERE path LIKE 'analytics/general/token' \G to check.

• YES – Proceed to Step 6.
• NO – If token is NULL or missing, proceed to Step 5.

Does the analytics<>link<>subscription<>update<>reverse<>counter flag exist? Run the query SELECT * FROM flag WHERE flag_code = 'analytics_link_subscription_update_reverse_counter'; to check.

• YES – Delete the row by running DELETE FROM flag WHERE flag_code = 'analytics_link_subscription_update_reverse_counter';, disable and re‑enable Advanced Reporting, reauthorize the token, and wait 24 hours. If the issue persists, submit a support ticket.
• NO – Disable and re‑enable Advanced Reporting, reauthorize the token, and wait 24 hours. If the issue persists, submit a support ticket.

Was the analytics<>collect<>data job executed successfully in the cron<>schedule table? Run the query SELECT * FROM cron_schedule WHERE job_code LIKE 'analytics_collect_data' \G to check.

• YES – If status = missed this indicates that the analytics_collect_data was not executed as expected.  This issue can still occur in supported Adobe Commerce versions because the job originally ran in the default cron group. Apply the QPT patch MDVA-19640. Before applying, upgrade to the latest version of the Quality Patches Tool (QPT). Follow patch application instructions in the official QPT usage guide:

  • QPT usage guide
  • QPT release notes: v1.0.20 (MDVA-19640 added in v1.0.20).

• YES – If status = success, proceed to Step 8.

• YES – If status = error, the job attempted to run but encountered an error. Proceed to Step 7 for further diagnostics.

• NO – No records found. The job never ran. Proceed to Step 7.

Was the analytics_collect_data job logged in support_report.log?

For Adobe Commerce on Cloud, use New Relic Logs as the preferred method to check this because logs can be generated on multiple web nodes and are not synchronized into a single local file on the server. New Relic aggregates per-node and rotated logs in one place.

In New Relic, go to Logs and run the query filePath:"/data/exports/local/%project_id%/log/support_report.log" message:"*analytics_collect_data".

As an alternative/manual check, run zgrep analytics_collect_data var/log/support_report.log*.

• YES – If the job is logged successfully, proceed to Step 8.
• NO – Submit a support ticket.

Does the data.tgz file exist and are there records in access logs? Run ls -ltr pub/media/analytics/ to check for the file and run zgrep -i analytics /var/log/platform/*/access.log* | grep MagentoBI (Cloud) or the equivalent access.log command on-prem to check logs.

• YES – If the file data.tgz is present and there are records in the access logs, but you still have a 404 error, you need to submit a support ticket.
• NO – Proceed to Step 9.

Is there an error message thrown by the cron job? Check the cron_schedule table for errors to verify.

Example: In the cron_schedule table you see the error The “/app/var/tmp/analytics/tmp/.nfsb3b6041dd44588a0000850c0 file can’t be deleted. Warning! unlink(/app/var/tmp/analytics/tmp/.nfsb3b6041dd44588a0000850?lang=en): No such file or directory”

• YES – This issue is automatically resolved on Adobe Commerce on Cloud through the Cloud patches included with ECE Tools. No manual action is required. For on‑premises merchants, this fix is not available through the Quality Patches Tool (QPT). If the error persists, please submit a support ticket.
• NO – Submit a support ticket.