WordPress/Jetpack mobile apps stopped showing stats (“Data not loaded”)

  • Resolved zorzstudios

    (@zorzstudios)


    2 years ago

    Hello,

    I was referred to this group after troubleshooting with the general WordPress support.

    I’ve been able to see my blog stats in the mobile app (own website) for years. They stopped showing recently. Instead, a message says “Data not loaded” and a Retry button which doesn’t help.

    I see the stats online without problems, it’s just the app. The app is connected to the website as it shows all posts and Activity Log.

    What we suspect the cause could be is my recent switch from a generic web host to VPS, along with a change in DNS provider (Cloudflare). I was told that reseting Jetpack connection should help. How can I do it, please?

    The page I need help with: [log in to see the link]

Viewing 3 replies - 1 through 3 (of 3 total)
  • Plugin Support lastsplash (a11n)

    (@lastsplash)

    Hi @zorzstudios –

    I tested your connection in a way that simulates requests from Jetpack and found that I am blocked after several requests.

    I’d ?suggest ?checking if ?you ?have ?any? security ?plugins ?activated that? might? be? blocking? our requests.? If ?not, ?try ?contacting ?your ?hosting ?provider ?and ?asking ?them? to ?check? their ?security ?logs ?to ?see ?if ?they ?are ?blocking? or ?otherwise ?limiting ?incoming ?and ?outgoing? connections ?over ?XML-RPC.?

    Jetpack? uses? this ?file ?to? communicate ?with ?your ?site, ?but ?some ?hosts ?block? connection ?requests ?to ?that ?file.

    Our? requests ?look ?like ?the ?following:

    – ?File:? ?/xmlrpc.php?
    -? User-agent?header:? Jetpack ?by ?WordPress.com
    -? IPs: ?https://jetpack.com/support/how-to-add-jetpack-ips-allowlist/

    Please ?ask ?them? to ?allowlist ?the ?IP ?addresses? listed? above. ?Note? that ?these ?IP ?addresses ?could? change ?(or ?more ?could ?be? added)? at ?any ?time,? which? could? break? your? connection ?to ?Jetpack. ?For ?this? reason, ?we ?actually ?discourage ?allowing ?specific ?IPs, ?although ?with? some? hosts ?it ?may ?be ?the? only ?option.

    Additionally, you may need to allow our IPs within Cloudflare.

    Let ?us ?know ?how? that ?goes.

    Thread Starter zorzstudios

    (@zorzstudios)

    Thank you for taking time to offer the info. I’ll be looking into that.

    One point to note, just in case – the stats are full and fine in my online dashboard, it is only the WordPress and Jetpack mobile apps that do not show the stats. To me, it seems like there is a working connection between my website and Jetpack even with Wordfence and Cloudflare involved.

    Would your points still apply with this in mind?

    Daniel

    (@ihenetudan)

    @zorzstudios,

    If you look at our support documentation where we list the Jetpack features you can use without a connection, you’ll notice that stats is listed as a feature that doesn’t require a WordPress.com connection but advanced stats which is something you’d access via your WordPress.com account, requires the connection.

    Stats are tracked and recorded locally on a user’s site, but with a working WordPress.com connection, they get pushed to and saved on our servers, making it possible for users to retrieve their stats even when they’ve lost their site or it’s been deleted from their host server.

    Even though you can see stats on your local site’s WP Admin dashboard, one way to test the connection health would be to check if you can access the stats from your WordPress.com account/dashboard. If you can’t, or it’s taking too long to load, you can expect the app experience to be similar.

    • This reply was modified 2 years ago by Daniel.
Viewing 3 replies - 1 through 3 (of 3 total)
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