Publish Online Analytics Not Loading

[The McNaughton Group]

It's been a couple of months now that analytics have not been available for either individual documents or my entire account for Publish Online. I can pull up each analytics window, but the little four-box "wait" indicator just spins and spins forever. Never any results. I've left it go for over an hour, nothing. Refreshed the window, nothing.

I have clients who want to know the view data on documents that I've published for them, and it's impossible to give them that information. 

Please, can this be resolved?

[austinr38250128]

Yes, please solve this, Adobe! It's so frustrating!

[shelleywj]

I am following this topic since I am experiencing the same problem. 

[CarolinePeck]

I'm also experiencing this issue!

[Genna23787627lsn0]

I am also experiencing this issue!

[Diane Burns · Accepted solution]

Ongoing problem, yes. Suggest voting for this as a bug. There are several posts on this, but this one seems to have the most votes, please vote and add any comments. Adobe does look at the votes and comments: https://indesign.uservoice.com/forums/601180-adobe-indesign-bugs/suggestions/35964379-publish-online...

[Geophysicus Rex]

I have the same issue and it is forcing me to look elsewhere for a solution. I publish a lot of online documents but unless I can get analytics for them it is useless. Adobe needs to wake up and fix this right away.

[Anshul_Saini]

Hi @Geophysicus Rex,

We are sorry for the trouble. You may try the following suggestion, which has worked for other users:

1. Sign out & Sign in

2. Incognito mode

3. Different browsers

4. Clearing cache & cookies

5. System Reboot

6. Network reset

7. Connecting to a personal Internet network (Home or Mobile Hotspot)

If you are still facing the issue, I will request you to check and ensure that all the network endpoints are accessible in the correct port as mentioned in this help article (https://adobe.ly/3aY7jB2) for the services to function correctly. If you are working on an office network, share this help article with your It department. I hope it helps!

Regards,

Anshul Saini

[Geophysicus Rex]

Ok, none of that worked. As for the list of network endpoints, I have no
idea what they mean or how to check if they are accessible. I am not a
network administrator, I am a creative professional with no idea what that
infinite list of gobbledygook means.

Do you have any help that might make sense?

Thanks.

[Anshul_Saini]

Thanks for trying @Geophysicus Rex. Are you using any VPN, proxy, or office internet? If you are using personal or home internet, then you don't need to check network endpoints.

Also, I have forwarded your email account & the issue you are facing with the product team.

Regards,

Anshul Saini

[Geophysicus Rex]

I am using home internet although I have tried it with my phone on 5G as
well. I have tried with all sorts of browsers and all to no avail. Thanks
for passing this on.

Steve

[The McNaughton Group]

I have tried all these things at various times on my own and am working from a home internet. All the documents in question previously showed analytics, but no longer do so. Some of them are only 3-4 months old.

Working primarily in Chrome on Win10, have also tried MSEdge for browsing. Have tried Chrome in incognito mode. Have cleared the cache. Have turned off my VPN. Have signed in and out to my Adobe account. Have tried different computers. It used to be that if I tried 2-3 times, analytics would eventually come up. 

Nothing works anymore.

I have a major corporate client who is starting to lose patience with my/your inability to resolve this issue. 

Please, please, put some priority on this.

[Eugene Tyson]

Please report as noted above in the Bug section - I've marked the solution as correct.

Venting here is not likely to be heard.

The Bug Report section is the best place to escalate your issue.

[The McNaughton Group]

"Venting"?

Excuse me? I have a real issue with a real client. I can't fulfil my promises to them because your software isn't working as you promised it would. If you consider that "venting," you've been out of the actual creative industry far too long. I'm old enough to remember when Quark shot themselves in the foot by failing to support their customers. Please don't follow that same path.

I've already voted for the bug in that other report, previously mentioned, weeks ago, when you or another tech provided the same "correct" answer to someone else posting this same problem. Nothing has happened. Near as I can tell from searching this forum, this issue has been popping up since at least 2018, off and on, and remains unresolved. That's four years.

Can we please get some priority on this issue? Please?

[Eugene Tyson]

I'm not Adobe staff I am a community volunteer.

I've already given you the best place to post your issue to get it looked at.

Posting here is venting. It's not likely to be seen by Adobe staff.

Sorry if you disagree.

[herlofb86257492]

Copy the URL and paste it in a new tab, works like magic for me!

[The McNaughton Group]

Well, I tried that. No joy. 

I presume you mean copying and pasting the Publish Online Dashboard URL into a new tab, yes?

Tried that three separate times. Still no change in behavior. No analytics.

Thanks for the suggestion, though.