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Troubleshooting Issues with Tracking New Events

Troubleshooting Issues with Tracking New Events

If you are experiencing any issues with tracking new events in Usage Intelligence, perform the following troubleshooting steps.

Check Version

Make sure that you are using Usage Intelligence Version 3 (https://analytics.revenera.com). Usage Intelligence Version 2 (https://analytics.revulytics.com) is now in read-only mode.

Troubleshooting Steps

Open the Event Tracking Management tab of the Admin > Product page and search for the event that you want to track. Then perform the steps below depending upon whether the event was found or not.

Event is Found

If the event is found on the Event Tracking Management tab, perform the following steps:

  • Ensure that the checkbox is selected in the Tracking column (or the Standard Tracking column if you are in a legacy plan that includes advanced tracking) for that event in the listing on the Event Tracking Management tab. If that checkbox is not selected, select it and click Save. After that, the event should start being reflected in reports based on its usage.
  • If you are not able to enable tracking for that event, check to see if your Events quota is exceeded.

    NOTE: On the Quota & Usage tab of the Admin > Quota & Billing page, the quotas for both events and custom events are shown. In the Current Product Quotas chart, the quota shown for Custom Events is for the size (in MB) of custom event data, while the quota shown for Events specifies the total number of events that can be tracked (either regular events or custom events).

    Event is Not Found

    If the event is not found on the Event Tracking Management tab, check if to see if you have reached the maximum threshold of 3,000 events (tracked and untracked).  If  you have reached that threshold, some events need to be deleted to make room for new events.

    • For deletion, you may choose events which you are no longer interested in.
    • After identifying such events, contact Revenera Support with a list of those event IDs and product IDs and we will remove those events.
    • If you are not interested in all untracked events, you can contact Revenera Support and request the deletion of all untracked events for your product ID.

      CAUTION: Once an event is removed, all its historical usage data will be lost and you will not be able to view it on reports.

      NOTE: If you still continue to use a deleted event from the SDK, it will be rediscovered and listed on the Event Tracking Management page as a new event. If you start tracking it again, Usage Intelligence will start collecting its usage data from that point onward.

    Still Having Issues?

    If you have checked everything mentioned above and are still facing issues, contact Revenera Support.

    Related Articles

    The following articles on the Revenera Community are related to this issue:

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Last update:
‎Feb 08, 2024 10:01 AM
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