Documentation

Advanced Reporting troubleshooter for Adobe Commerce

Last update: Thu Feb 05 2026 00:00:00 GMT+0000 (Coordinated Universal Time)

This article provides a structured troubleshooting decision tree for diagnosing and resolving Advanced Reporting issues in Adobe Commerce. It guides you through targeted diagnostic questions and directs you to the relevant queries, patches, or documentation based on your answers. The workflow helps identify root causes such as configuration gaps, currency mismatches, token issues, and cron‑related failures.

Description description

Environment

Adobe Commerce on Cloud Infrastructure

Issue/Symptoms

  • Advanced Reporting dashboard doesn’t display any data
  • 404 error when accessing Advanced Reporting
  • Synchronization delays between Adobe Commerce and Advanced Reporting
  • Missing or invalid token in configuration
  • Multiple base currencies detected in configuration or historical orders
  • Cron job analytics_collect_data missing, failed, or stuck in error state

Resolution resolution

Click on each question to reveal the answer details in each step of the troubleshooter.

Step 1

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.

Step 2

Are multiple base currencies used (in orders and configuration)?

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.

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.

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.

Step 5

Does the query return the row in flag table?

Step 6

Are there any records in the cron_schedule table, and was the analytics_collect_data job executed (check using SELECT * FROM cron_schedule WHERE job_code LIKE 'analytics_collect_data' \G)?

  • 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:

  • 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.

Step 7

Was the job logged in support_report.log?

Step 8

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

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

code language-none 
ls -ltr pub/media/analytics/

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

On Commerce Cloud:

code language-none 
zgrep -i analytics /var/log/platform/*/access.log* | grep MagentoBI

On-Premise: substitute the file path accordingly:

code language-none 
zgrep -i analytics <your web server's log path>/access.log* | grep MagentoBI
  • 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.

Step 9

Is there an error message thrown by the cron job?

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/.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.

Advanced Reporting in the Commerce Admin Getting Started Guide.

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