Use the information in this section to troubleshoot problems with Experience Analytics reporting.
Data Collector performance issues
The Data Collector runs at least one run every 5 minutes against all active and available Canisters when it is operating optimally. Due to the high number of transactions it performs, the Data Collector can run into performance issues that may or may not be sourced with Experience Analytics components.
What happens to statistical data if the Data Collector Service or reports database goes down?
Every time events fire in a Processing Server, the Canister datastore on that Processing Server creates one or more records. In a functioning system, the Report Data Collector (RDC) service collects these data from every Processing Server and stores the information in the reports database.
The RDC usually runs on the same server that hosts the Portal. By default, it is scheduled to run a data collection 5 minutes after the completion of its previous run.
If the RDC cannot communicate with the reports database or cannot communicate with the Canister on the Processing Server(s) or if the RDC itself cannot run, the records accumulate in the Canister on the Processing Server(s). The next time the RDC does run successfully, all records in the Canister on the Processing Server(s) are collected and stored in the reports database.
The Canister on the Processing Server holds records locally for 48 hours by default. If the RDC is unable to read and reap these records for more than that amount of time, the Canister on the Processing Server(s) begins to delete the oldest records. Old records are deleted in 1 hour chunks. The length of time that records are retained is configured by parameter in the Services Perform tab of the Canister configuration.
If you experience problems with the Data Service or Reporting Service, provide the following information for Customer Support:
- All Data Service log files for the relevant dates. They are in the following location:
- All Database Manager log files for the relevant dates. They are in the following location:
- Any errors or warnings that appear in the Windows™ Application event log.