Sitecore analytics not working

Hi All,


Have spent couple of hours today and in past days to troubleshoot analytics issue on Production server. Following are all possible test cases carried out to investigate the issue, unfortunately all cases were passed and couldn’t find the root cause.

Client is using 9.0 update 2. (One CD and One CM on Production).


Test Cases:


  1. Check logs for errors related to analytics

      Result: No related error was found related to analytics.


      2. Check certificate installation or Thumbprint are missing/incorrect.

      Result: Certificates and thumbprints were correct and properly configured.


      3. Untrusted certificates in ‘Trusted Root Certification Authorities’

      Result: NO untrusted certificates was found in the trusted root authorities, hence this was not our case as well.


      4. SQL Script Execution as Post Installation Step

      Result: Verified at database level, the collectionuser had all the permissions


      5. Invalid SSL Certificate on IIS Level

      Result: Valid SSL certificate is installed and assigned on all the IIS Instances.


      6. SSL Setting in IIS accepts the Client Certificates

       Result: It was already selected as ACCEPT.


       7. Application doesn’t have access to the certificate

        Result: All required access was provided to the certificates.


       8. Verify configuration files/settings related to analytics

       Result: tracking is enable and setting are fine.


       9. Check Solr is up and running, restart solr as recommended

        Result: Was verified and even restart didn’t help.


      10. Rebuild Solr indexes as recommended by Sitecore

       Result: Solr was rebuild successfully, but didn’t fix the issue.


      11. Validate if analytics data is being updated in Database

       Result: Data is being stored as expected.


       12. Rebuilding indexes, database links and deploy marketing definition

       Result: rebuild successfully, but didn’t resolve the issue.


      13. Restart xconnent and site in IIS and recycle AppPool

       Result: restarted successfully, but didn’t resolve the issue.


Can any one help, what could be the issue? This is urgent, and will appreciate the help.



3 Replies

  • How is the Processing role hosted, and does it run well?
    xDB Processing

    Same for the The Reporting role
    xDB Reporting

    How is the xConnect Search Indexer running? I assume it runs on an VM as Windows Service?. and is it started? or are you on Azure PaaS?

    What have you checked with the "analytics data is being updated in Database"
    is it updated in the DB Collection Database.? (after session expire)
    is it also updated in the Reporting Database? (after processing)

  • In reply to jan bluemink:

    Agree with
    Its mostly now your xDB Processing Instance and XDB reporting instance. Please check KeepLive IIS instance as well.
  • Hi Shahla,

    As per your description given above it seems that it has all valid configuration to run xConnect and xD. But please check connection string for Reporting DB, also check Shard Map DB in which data is being stored.