Troubleshooting Common Issues

How to troubleshoot StretchAnalytics

Most issues fall into a few buckets: no data, a number that looks wrong, a query or action that errors, or an export/schedule that didn't do what you expected. Work through the relevant section below. When you contact your administrator, include the screen, the exact inputs you used, and any error code shown — codes are prefixed STRETCHANALYTICS_ and pinpoint the failure.

The overview is empty or all zeros

1. Confirm you're in the right organization — every view is scoped to your active org.
2. Check whether the source apps actually have activity yet (forms, CRM, support). A brand-new workspace legitimately reads zero.
3. Generate a test signal — load a tracked page or submit a form — then refresh Recent events to confirm data is flowing.
4. If recent events show activity but a KPI still reads zero, that KPI's source app may simply have no matching records for your org yet.

A metric looks wrong

1. Match the time window — compare like-for-like periods.
2. Match the status filter — for example Open support tickets excludes archived tickets by definition.
3. Open the KPI's source app and count the underlying records; the two should agree.
4. If a snapshot carries a quality-status flag, treat the value with caution and re-check the source.

An Explore query returns no rows

1. Verify the event name is exact (page_view, not pageview or Page View).
2. Widen the date range — your window may not contain that event.
3. If you grouped by country and everything is unknown, that location metadata wasn't captured; group by page_path or site instead.
4. If you used sum: or avg: and got counts, that's expected until the high-volume engine is enabled — use count.

A funnel or retention result looks off

1. Funnels: confirm steps are in true user order and spelled exactly; a misspelled step counts zero and skews everything. Tighten the date range.
2. Retention: start with an empty return event to set a baseline, use page_view as the cohort event, and make sure your window contains enough first-seen visitors.

An action returns an error code

• STRETCHANALYTICS_REPORT_TITLE_REQUIRED — add a non-empty title to the report and save.
• STRETCHANALYTICS_DASHBOARD_TITLE_REQUIRED — give the dashboard a title.
• STRETCHANALYTICS_EMAIL_SCHEDULE_BAD_INPUT — add a title and at least one recipient email.
• STRETCHANALYTICS_REPORT_NOT_FOUND — the report/dashboard was archived or doesn't belong to your org; refresh your list.
• STRETCHANALYTICS_ENGINE_DISABLED — an engine-only feature was requested while the engine is off; use the standard live views, which work without it.
• STRETCHANALYTICS_ORG_REQUIRED — your session didn't carry an organization; sign out and back in.

An export didn't work

1. Empty file: no events matched. Widen the window or drop the event_name filter.
2. Fewer rows than expected: exports cap at 5,000 rows; split into smaller windows.
3. Garbled characters: import the CSV as UTF-8.

A scheduled email didn't arrive

1. Confirm the schedule status is active, not paused.
2. Verify each recipient address is correct and check spam folders.
3. Confirm the frequency has elapsed since the schedule was created or last sent.
4. If the content isn't what you wanted, adjust format (csv vs summary) and event_name, then save.

AI insights are unavailable

1. AI insights are flag-gated and require the model service to be ready.
2. If you see an "insights disabled" response, ask your administrator to enable the analytics AI capability for your workspace.
3. Everything else in StretchAnalytics works normally without AI.

Tips

• Reproduce with the simplest inputs first (a common event, a wide date range) to isolate the cause.
• Note the exact error code — it names the failure and speeds up any support request.
• When a number is disputed, the source app is the system of record; StretchAnalytics reflects it.
• A quick sign out and back in resolves most organization-scope glitches.