Advanced Reporting troubleshooter for Adobe Commerce

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.

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.

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.

Check Admin > Stores > Settings > Configuration > General > Advanced Reporting. 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.

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.

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.

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.

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.

To check that the file data.tgz exists, run this command - it should return directory(ies) with hash name(s):

ls -ltr pub/media/analytics/

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

Example: In the cron_schedule table you see the error The "/app/var/tmp/analytics/tmp/.nfsb3b6041dd44588a0000850c0 file can’t be deleted. Warning!unlink(https://experienceleague.adobe.com/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.

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.