Troubleshoot: Missing Analytics Data

If you would like to resolve the issue of missing analytics data, continue reading for troubleshooting steps. 

Troubleshooting missing Analytics data

Verify the version of your, or your users' Showell App

Showell Analytics was introduced to Showell with the following app versions:

  • iOS - Showell version 5.0.1 (October 2019)
  • Windows - - Showell version 5.0.1 (October 2019)
  • Android - - Showell version 6.0.1 (October 2019)

If you or your users are using an older version of Showell, you will not be able to access Analytics. To resolve this, we recommend enabling automatic updates on your device so that you always have the latest version of the Showell App. You can find the latest version of Showell and download it from our Showell Releases page.

Refer to the following article to determine the version of your, or your users' Showell App:

Check your device's operating system

It is possible that your device may not be compatible with the minimum required operating system needed to support Showell analytics. Please refer to the list of supported devices to check if your device meets the requirements.

If you are unable to update your device's operating system to the minimum required version, you will not be able to upgrade the Showell App to the necessary version. This means that Showell App analytics will not be available on your device.

Make sure you've selected a large enough time frame

choose analytics time frame overview
It is possible that you are viewing a short analytics time frame. If a user has not been active during this period, there will be no available analytics data.

To set a larger time frame, follow these steps:

1. Login to Showell Admin

2. Go to the top menu > Analytics > User Analytics

3. To view a comprehensive overview of user activity, select a time frame from the date options on the top right. For instance, if you are currently only seeing analytics for this week, choose "Last 30 days" to access a broader range of activity data. This will provide a more complete picture of user engagement.

Users location

Some users may not generate analytics data due to their location.

Due to the current conflict between Russia and Ukraine, there is a digital barrier in place that prevents Showell's analytics from being generated for users located in Russia.



How long does it take for Analytics data to be updated?

The availability of share analytics data may take 15 to 30 minutes. For Share analytics data in SalesForce, it may take 30 to 60 minutes. Other analytics data may take 2 to 4 hours to become available.