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Anonymous
August 14, 2017
Solved

Frequent RealTime Analytics crash

My company is seeing frequent (multiple times per day) crashes of RealTime across all of our sites. Is this a known error? Is there a fix in sight?

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Gigazelle
GigazelleAccepted solution
Adobe Employee
August 14, 2017

Hi John, to get in touch with customer care, you'll want to first become a Supported user​. After doing so, you'll have the ability to log in to the customer portal and create a ticket. Be sure to give them specific information like the login company, report suite, and specific real-time report that keeps zeroing out. Once the agent is able to see the issue, they'll be able to determine the best route to resolution.

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5 replies

Urs_Boller
Community Advisor
Urs_BollerCommunity Advisor
Community Advisor
August 14, 2017

what error do you get? did you check user permissions?

sometimes i have a "permission denied" when changing report suite. but after a reload of "reports" all works fine ...

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Anonymous
August 14, 2017

We are not getting an error message, we are just seeing all of the numbers trail off to zero, then gradually climb back up after about 20 minutes. We used to see this about once per month. However, we've been seeing it several times per day for about the past week.

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Urs_Boller
Community Advisor
Urs_BollerCommunity Advisor
Community Advisor
August 14, 2017

did you talk to clientcare?

i haven't seen something but must admit that i'm not using it too frequently (just a few times per day)

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    Anonymous
    August 14, 2017

    I haven't. The support links on the site all sent me here to the discussion boards.

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    Gigazelle
    Adobe Employee
    GigazelleAdobe EmployeeAccepted solution
    Adobe Employee
    August 14, 2017

    Hi John, to get in touch with customer care, you'll want to first become a Supported user​. After doing so, you'll have the ability to log in to the customer portal and create a ticket. Be sure to give them specific information like the login company, report suite, and specific real-time report that keeps zeroing out. Once the agent is able to see the issue, they'll be able to determine the best route to resolution.

    Translate
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