Used to be great, now all data is gone

  • I used the plugin for quite some time, and I would say it was great. But with an update a few weeks ago, all the data was not shown probably anymore, also it did not count the right way (when even GA is counting more, there IS something wrong). Then the makers said I should export the files and delete the plugin, then reinstall.

    Now, everything is gone. The export feature exported almost nothing, the file seems to be broken, I can’t import it again. And for me the plugin is useless from now on, since it is still broken and the data is gone.

Viewing 7 replies - 1 through 7 (of 7 total)
  • Plugin Author Ben Sibley

    (@bensibley)

    I’m sorry for the issue that was breaking the analytics dashboard display. We have only seen this on one other site and had trouble recreating it and were not provided with debugging info we could use.

    As for the data loss, our recommendation was to export the data, and then reset the plugin and re-import the data. We offered to complete this process for you, as it can be quite technical. If you have the exported database tables, it is still possible to import them.

    Thread Starter Bastbra

    (@comicschau)

    You did not ask for the debugging info. This is new information right now. Also, you said you could do this with the database and recommended doing this in the plugin itself, because one user did this and it worked. I did not touch the database, I just used your plugin to export and import again after reinstalling. And yeah, the export file was broken, too. Please be truthful now. You never said you would export the file IN the plugin for me.

    Plugin Author Ben Sibley

    (@bensibley)

    I didn’t think my response here would be controversial. I’m only stating what happened. Here is a screenshot of exactly what I said previously: https://d.pr/i/YyvS5i

    Deleting the plugin and re-installing it may have resolved the issue so I proposed that first. Otherwise, the data could be deleted and re-imported. I said this is a technical process and offered to do it for you. I should have clarified that the database tables in particular need to be exported/imported, but I thought this was implied. It sounds like something else was exported, but I’m not sure what. The plugin has options for exporting data to CSV and PDFs, but not an option to export or import the database tables.

    Thread Starter Bastbra

    (@comicschau)

    I did exactly what you said, I “deleted the plugin and all the data and then re-installing IA and importing the data back in” with your settings page “export/import” feature.

    • This reply was modified 1 day, 17 hours ago by Bastbra.
    Plugin Author Ben Sibley

    (@bensibley)

    It sounds like the report settings were exported, which are used for copying report settings to other sites, but not for backing up your data (this option here). I meant that the database tables need to be exported and imported from the database, and I could have made that clearer.

    If you have a recent backup of your site, the analytics data will be there, and the tables could still be re-imported to restore your data.

    Thread Starter Bastbra

    (@comicschau)

    Oof, I misread that thinking that MUST have been the option to export it, without looking at it close enough, after reading your message about the other user fixing it with that. I have backups, but I don’t think they will be useful for this, since it is still not working.

    Plugin Author Ben Sibley

    (@bensibley)

    I’m truly sorry for the misunderstanding.

    If you’d like to give IA another try, we could help restore the database tables from a backup and make further attempts to resolve the issue with the dashboard not displaying correctly. It would be best to continue that conversation over email rather than here.

Viewing 7 replies - 1 through 7 (of 7 total)
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