Advanced Reporting troubleshooter for Adobe Commerce

Last update: 2024-02-01
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  • Support
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Advanced Reporting issues on Adobe Commerce can be solved using this troubleshooter tool. This includes Advanced Reporting not showing any data and 404 errors. Click on each question to reveal the answer in each step of the troubleshooter.

Step 1 - Confirm site meets Advanced Reporting Requirements

 Does your website meet Advanced Reporting Requirements?

You have a 404 Error page when using Advanced Reporting. Does your website meet Advanced Reporting Requirements?

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

Step 2 - Are there orders in multiple base currencies?

 Are multiple base currencies used?

Are multiple base currencies used (in orders and configuration)? Run this SQL command to obtain the current configuration: SELECT value FROM core_config_data WHERE path = 'currency/options/base'; .

a. YES – If there are multiple rows returned by the query, you cannot use Advanced Reporting, as we only support one currency.
b. NO – Output shows only one currency. Example: USD. Have multiple base currencies ever been used (in orders)? Run this SQL command to obtain historical orders data:
SELECT DISTINCT base_currency_code FROM sales_order;.
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.
If multiple base currencies have ever been used you cannot use Advanced Reporting, as we only support one currency. If the output shows only one currency proceed to Step 3.

Step 3 - Check if split database in use

 Are you using split database solution?

Are you using split database solution?

a. YES – Use the patch MDVA-26831 in Advanced Reporting 404 error on split database solution and clear cache. Wait for 24 hours for the job to run again and try again.
b. NO – Proceed to Step 4.

Step 4 - Confirm Advanced Reporting enabled

 Is Advanced Reporting enabled?

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

a. YES – Proceed to Step 5.
b. NO – Enable Advanced Reporting and save, and wait 24 hours for Adobe Commerce and Advanced Reporting to synchronize. Check if your data now loads. If it does you have solved the issue. If it does not proceed to Step 5.

Step 5 - Check for token

 Is there a token?

Check that there is a token by running the following query: SELECT * FROM core_config_data WHERE path LIKE 'analytics/general/token' \G Is there a token?

a. YES – Proceed to Step 7.
b. NO – If token value is NULL or there is no record in the database, proceed to Step 6.

Step 6 - Use the row

 Does the query return the row?

Check counter value in flag table by running this query: SELECT * FROM `flag` where `flag_code` = 'analytics_link_subscription_update_reverse_counter'\G Does the query return the row?

a. YES – Take the following steps: 1. Run the query below:
DELETE from `flag` where `flag_code` = 'analytics_link_subscription_update_reverse_counter';
2. Disable and Enable Advanced Reporting module in settings and reauthorize the token.
3. Wait 24 hours for Adobe Commerce and Advanced Reporting to synchronize. If you still can’t see data in Advanced Reporting, submit a support ticket.
b. NO – If the query does not return anything, take the following steps: 1. Disable and Enable Advanced Reporting module in settings and reauthorize the token.
2. Wait 24 hours for Adobe Commerce and Advanced Reporting to synchronize. If you still can’t see data in Advanced Reporting, submit a support ticket.

Step 7 - Check for records in cron_schedule table

 Are there are records in the cron_schedule table?

Check that job analytics_collect_data was executed by running this query: SELECT * FROM cron_schedule WHERE job_code LIKE 'analytics_collect_data' \G

a. YES – If there are records and the status column says missed, use the patch in this KB article Update Advanced Reporting to run on its own cron group.
b. YES – If there are records and the status column says success, proceed to Step 9.
c. YES – If there are records and the status column says error, proceed to Step 8.
d. NO – If there are no records, proceed to Step 8.

Step 8 - Check for job in support_report.log

 Was the job logged in support_report.log?

Run the command: zgrep analytics_collect_data var/log/support_report.log var/log/support_report.log.1.gz | tail

a. YES – If the output from the query indicates a successful job, for example Cron Job analytics_collect_data is successfully finished proceed to Step 9.
b. NO – If there are no records in the log, submit a support ticket.
c. YES – If there are records but there is an error, proceed to Step 10.

Step 9 - Check for data.tgz file

 Does the file data.tgz exist in the system and are there are records in access logs?

To check that the file data.tgz exists, run command:

ls -ltr pub/media/analytics/<there should be a directory with hash name>/

To check that there are records in access.logs, run command:

zgrep -i analytics /var/log/platform/[cluster_id|cluster_id_stg]/access.log* | grep MagentoBI

a. 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.
b. NO – Proceed to Step 10.

Step 10 - Check the error message

 Is there an error message thrown by the cron job?

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

a. YES – Use the ACSD-50165 patch in The file can’t be deleted. Warning!unlink: No such file or directory error from the Admin, wait 24 hours for the job to run again and then try again.
b. NO – Proceed to Step 11.

Step 11 - Verify if there is Page Builder error

 Is there an error caused by Page Builder?

Example: report.ERROR: Cron Job analytics_collect_data has an error: substr_count() expects parameter 1 to be string, null given. Statistics: {"sum":0,"count":1,"realmem":0,"emalloc":0,"realmem_start":224919552,"emalloc_start":216398384} [] []

a. YES – Use the MDVA-19391 patch in Common Advanced Reporting cron job errors on Adobe Commerce, wait 24 hours for the job to run again and try again.
b. NO – submit a support ticket.

Back to Step 1

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