Troubleshooting Analytics

If the descriptive analytics dashboards are not refreshed, here’s how to troubleshoot.

 These steps are the preliminary investigation:

  1.  Check if the extract 1 job for this client completed successfully. If it failed or is still running, begin fixing the problem from step 1 below.
  2. Check if the extract 2 job for this client completed successfully. If it failed, begin fixing the problem from step 2 below.
  3. If the job 2 is still running, tell Support that the overnight processing is not done yet. Check the job activity monitor to see which step it has reached. Do not stop and restart the job! There is nothing which can be done here until this job completes.
  4. If the job 2 completed without errors, check its history to see what time it finished.
    1. If the reported problem was that the dashboards were not showing the correct date and the job might have finished after the problem was reported, begin with step 3 below.
    2. If the reported problem was that the filters were not correctly populated and the job might have finished after 7:30am this morning, begin with step 4 below.
  5. If job 2 completed in a timely fashion and had no errors and if the reported problem was that the filters were not correctly populated, check if the job “EMP Analytics – Descriptive Analytics Rebuild Resources” completed successfully. If it failed, begin with step 4 below.
  6. If you reach this step, punt to a developer (usually Caitlin).

 These are the steps to fix problems. All steps are performed on the secondary SQL Server for that client. In each case, go on to the next step only after the given step is complete and has no errors (except for the “if X, have support check Y” steps which can be skipped if the problem reported was not X). If any of these steps fail, hand the problem over to a developer (usually Caitlin).

1. Run the extract 1 job for this client. If the extract 1 job is still running, cancel it and start it again. (Check to make sure someone else working down the same troubleshooting list didn’t just start it, though! This job will almost always complete quickly and without error.)
2. Run the extract 2 job for this client. If the extract 2 job is still running, DO NOT cancel it. Instead, report back to Support that the overnight processing is not done and wait for this job to finish on its own.
3. If the analytics dashboards were not showing the correct date: Have Support check to see if the analytics dashboards are refreshed.
4. Run the job “EMP Analytics – Descriptive Analytics Rebuild Resources”.
5. If the analytics dashboards were not showing the correct filters: Have Support check to see if the analytics dashboards are refreshed.
6. Have Support check to see if the problem is resolved now. They may need to log out of the client’s EMP site and log back in to see changes.

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