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End user analytics page is blank in the application. 

The end user opens the application and attempts to view their usage or analytics, but the analytics page appears blank or shows no data.

Recommended Troubleshooting Steps

  1. Ensure on-device reporting is included in your Deployment. On-device reporting is not included on all CORA AI deployments. If on-device analytics are included in your deployment continue to step 2. 

  2. Check group assignment

    • Verify whether the user or device was recently moved to a different group in the Enterprise Console.

    • Analytics history does not carry over when a device is moved between groups.

  3. Confirm current data collection

    • Ensure the device is actively streaming content on applicable streaming platforms and generating new usage data.

    • Allow some time for new analytics to populate under the current group.

  4. Restart the application

    • Close and reopen the app to refresh the analytics view.

Why this may occur
Analytics are tied to the group context at the time the data is collected. When a user or device is moved to a new group, historical usage remains associated with the previous group and will not appear in the new group’s analytics view. This can result in a temporarily blank analytics page until new data is generated.

When to escalate

  • If the analytics page remains blank and the user has not been moved between groups, create a help desk ticket with Sky Peak Technologies.

Include the following details in the ticket

  • MDN (masked if required)

  • Current group name

  • Confirmation of whether the MDN was recently moved

  • App version and device model