Mismatches between counts in event charts and counts in drill-down searches

In an event chart or dashboard, the event counts for a given period may be reported. When you click the link to drill down to the underlying sessions, the number of returned sessions differs from the number reported in the chart.

The above assumes that all events in the charts are configured to count only one time in the session. Otherwise, the counts between the charts and the number of returned sessions may differ.

The discrepancy between these values may not be answered through the Portal, as the issue may be related to how the Data Collector is collecting event counts from the Canister. Complete the following steps to see if the event counts match.

Note: Completing these steps requires the use of regedit and running an SQL query. If you do not feel comfortable with these tasks, contact Support.

Log in to the Canister Server.
Through the Windows Start menu, open regedit.

Acquire value from the following registry key. Retain this value:


HKEY_LOCAL_MACHINE\SOFTWARE\TeaLeaf Technology\
   DataStore\Canister\Time-Statistics Table Trim Seconds

Set this value to 86400, which is 24 hours. This setting effectively disables deletion of aggregated event data on the canister.

Insert the following registry key and value into regedit:


HKEY_LOCAL_MACHINE\SOFTWARE\TeaLeaf Technology\DataStore\ReportServer\Canister Trim Disabled

Set this value to true.

Note: This registry setting is different from Can Trim Enabled, which is part of the default configuration for each Canister. Do not change that setting.
Save your settings.
Let the Data Collector run for several hours or until you find a discrepancy in the chart/search counts.
When a discrepancy is detected, complete the following steps to query the EVNT table on the Canister to find out if the event chart counts were collected properly.
1. Open a command prompt using the following shortcut on the Canister Server:
```
Start > All Programs > TeaLeaf Technology > Portal Server > Server > 
   Client Tools 
```
2. At the command prompt, enter the following command:
```
csql -p ADMIN
```
3. Run the following SQL query:
```
SELECT * FROM EVNT
```
Verify the counts that are returned from the query against those reported in the Portal.
Revert the value for the following registry setting in the Tealeaf Technology hive:
```
\DataStore\Canister\Time-Statistics Table Trim Seconds
```
Disable or remove the following registry entry in the Tealeaf Technology hive:
```
\DataStore\ReportServer\Canister Trim Disabled
```
Save your regedit settings.

Resolving problems with reports

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Resolving problems with reports

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