Dashboard Issues

Last modified: June 09, 2025 22:12

This article serves as a comprehensive guide for customers facing issues with Countly. It provides a thorough breakdown of common problems along with potential solutions to help you resolve them efficiently. Additionally, it highlights the necessary information to share with our support team for a more accurate and in-depth analysis.

If you are encountering different problems, whether concerning the SDK Integration or Infrastructure, please refer to our documentation below:

1. Collecting Diagnostic Data: SDK Integration Issues

2. Collecting Diagnostic Data: Infrastructure Issues

Countly Dashboard Issues

These are the types of issues that can occur on the Countly dashboard you are accessing. These issues may arise from multiple layers of the system, including the user interface and the foundational architecture supporting its operations. It’s important to be aware of these potential challenges so that you can navigate through the dashboard effectively and report any issues for resolution. These issues can be further classified into two main categories:

Frontend Issues
Backend Issues

Frontend Issues

Frontend issues refer to problems or challenges that arise with Countly’s user interface (UI) and user experience (UX). Frontend issues can include, but are not limited to:

Cross-browser compatibility issues: The Countly dashboard is tested on latest Google chrome versions and it should work properly on chrome. However, it may work perfectly in one browser but, may have issues in another, which can be referred to as cross-browser compatibility issues.
Responsive design issues: The software may not be optimized for different screen sizes, making UI elements appear off-center or difficult to read.

Distinguishing Frontend from Browser-side Issues

To differentiate between frontend and browser-side issues, you can follow these steps:

1. Reproduce the issue

Try to replicate the problem by performing the same actions that led to the issue.

2. Check the browser console

Open the browser console and check for any error messages that might indicate the issue. Look for errors related to JavaScript, CSS, or HTML.

3. Check the network tab

Check the network tab to see if any resources are failing to load, such as CSS or JavaScript files.

4. Check cross-browser compatibility

Test the website or application in different browsers to see if the issue is specific to a particular browser.

5. Clear the cache

After upgrades, you can try to clear the cache or use incognito mode, as some old version files may still remain in the cache.

If the issue is related to the browser, it will likely manifest in only one browser, while frontend issues are more general and affect the UI and UX of the application across all browsers.

For example, a frontend issue might be that a button on a web page is not responding when clicked, while a browser-side issue might be that the button is not visible in a particular browser or is not clickable due to a browser-specific issue.

By following these steps, you can differentiate between frontend and browser-side issues and work towards resolving them appropriately.

Browser-side Issues

Browser-side issues refer to problems or challenges arising from the specific browser you are using to access a software application. This issue occurs on the user side, or it can occur on the user’s machine.

These issues, in general, can include but are not limited to:

1. Rendering issues

The browser may not render the web page or application correctly, causing elements to be misaligned, overlap, or not displayed at all.

2. Compatibility issues

The web page or application may not be compatible with the browser being used, leading to errors or unexpected behavior.

3. Performance issues

The browser may become slow or unresponsive due to the web page or application consuming too much memory or processing power.

4. Plugin issues

The browser may have issues with installed plugins or extensions, leading to conflicts or unexpected behavior.

5. Network issues

The browser may have trouble connecting to the internet or communicating with the server, leading to slow loading times or incomplete data retrieval.

6. Configuration issues

The browser may have settings or preferences that conflict with the web page or application, leading to unexpected behavior or errors.

These are just a few examples of browser-side issues that can arise when accessing a software application. Identifying and addressing these issues is essential to ensure that users have a positive experience with the application and can access its functionality without any hindrance.

User Interface issues

If the Countly Platform showcases any error, such as missing User Interface elements, User Interface sections, Menu items, etc., or if a particular view of the User Interface is not loading, then it can be considered a User Interface issue.

Operational issues from the User Interface side

Operational issues related to the User Interface can significantly impact the usability and functionality of the software. If there are functional issues, e.g.,

It takes longer than expected to load a certain event or related data.
The data is not being displayed correctly.
Any input button is not working correctly.

Seek Solutions: Browser-side Issues

Logs are essential for troubleshooting, monitoring, and gaining insights into software behavior. In the case of browser or frontend issues, it is recommended to collect and share the following logs to the support team for effective diagnosis:

Clearing Cache

The first thing you should do when encountering a User Interface issue is to clear your browser cache or try using incognito mode.

To clear your browser’s cache, please follow the steps below:

1. 1. Press Ctrl + F5 for Windows.
  2. Press Cmd + Shift + R for Mac OS.

Console Logs (Chrome)

If the issue persists after clearing the browser cache, clear the console logs and refresh the page. Then, check for the problem and copy all the text from the console logs or the text highlighted in red.

To get the Console logs, follow these steps:

Press Ctrl + Shift + J for Windows.
Press Opt + Cmd + J Mac OS.
You can also go to More tools > Developer tools.
Click on the Console tab and make sure all log levels are enabled.

Network Logs (Chrome)

When Countly fails to load some resource or perform any action with the API/DB, you must collect the Network logs. We will need the following to debug the issue:

1. 1. 1. The Headers tab with the Status Code
    2. The Payload tab
    3. The Response tab

To get all of the above, click on each failed red request.

To access Network logs, follow these steps:

Press Ctrl + Shift + J for Windows
Press Opt + Cmd + J Mac OS
You can also go to More tools > Developer tools
Click on the Network Tab

Console Logs (Safari)

In Sarafi Browser, console and network logs are available as part of the "Develop Menu". By default, these options are disabled.

To enable the "Develop Menu":

1. 1. 1. Launch "Safari"
    2. Go to Safari >> Preferences >> Advanced (From the header)
    3. Enable "Show Develop Menu in Menu Bar"

Post enabling "Develop Menu,” go to the desired webpage and click Develop >> Show Javascript Console.

Network Logs (Safari)

Opening the Network Log:

1. 1. 1. Open Safari JavaScript Console.
    2. Switch to "Network Tab".
    3. Refresh the webpage.
    4. Errors are displayed in Red font. Clicking on the error would open the details area. You can find critical error information in the header and Preview tabs.

Console Logs (Mozilla Firefox)

In Mozilla FireFox, the Console Logs are available as a part of FireFox developer tools.

To open the Web Console:

1. 1. 1. Either select "Web Console" from the Web Developer submenu in the Firefox Menu (or Tools menu if you display the menu bar or are on Mac OS X)
    2. Or, press Ctrl+Shift+K for Windows / Command+Option+K for Mac

Network Logs (Mozilla Firefox)

Opening the Network Monitor:

1. 1. 1. Press Ctrl + Shift + E ( Command + Option + E on a Mac).
    2. Select "Network" from the Web Developer menu (which is a submenu of the Tools menu on OS X and Linux).
    3. Click the wrench icon, which is in the main toolbar or under the Hamburger menu, then select "Network".

You can also try using incognito mode to ensure the cache is cleared.

Backend Issues - Node.js processes

Backend issues related to Node.js processes can include problems or challenges that arise in the backend or server-side of a Node.js application. Some examples of backend issues related to Node.js processes include:

1. Memory leaks

A memory leak can occur when a Node.js process allocates memory but fails to release it, leading to a gradual depletion of system resources and eventual application failure.

2. Blocking code

Node.js is built to be non-blocking, but blocking code can cause performance issues, leading to slow response times or even application crashes.

3. Database connection issues

If a Node.js process is unable to connect to the database, it will not be able to retrieve or store data, leading to errors or unexpected behavior.

4. File system issues

Node.js applications often interact with the file system to read or write data. Issues with the file system can cause data corruption or application failure.

5. Error handling issues

Node.js processes can encounter errors that may cause the application to crash or behave unexpectedly. Proper error handling is necessary to ensure that the application can recover from errors and continue to function as expected.

6. Scalability issues

Node.js processes are designed to be scalable, but issues can arise when attempting to scale an application, such as increased response times or server crashes.

This issue usually arises within the client's server environment. Understanding the nature of these issues is crucial for finding the right solutions. The following are the two specific issues:

Functional issues

When some of the functionality on the Countly server is not working.

Performance issues

When a particular event is taking longer than expected, i.e., if a response to a query or any event is not loading any data and also taking longer time than expected.

Seek Solutions: Backend Issues

For effective resolution of backend issues, comprehensive data is required, ranging from server type to server logs.

If your server is self-hosted, please provide the following details:

Deployment Scenario

In order to effectively address backend issues related to Countly, it’s crucial for our support-team to know the server instance that is being used by your application. Please share the details with us about the type of your instance, which can be from the following:

1. 1. 1. Standalone instance.
    2. Replica set.
    3. Sharded cluster.
    4. Auto scale group.

Deployment Type

Logs play an important role in debugging backend issues. To effectively utilize the logs for troubleshooting, we need to know about the Deployment type of Countly. It can be any of them from the following three options:

1. 1. 1. VM
    2. Docker
    3. Kubernetes

Web Server Type

Server-related problems can also lead to backend issues. To better understand and address the issue, our Support team needs details about your server and any associated load balancers. Although Nginx is the default load balancer for the Countly server, in cases where Docker or Kubernetes setup is employed, alternative web servers may be utilized.

Countly Version

Now, lastly you need to inform the support team about the version of Countly Server being used. This helps us assist you better by understanding your specific setup.

Server Logs

To ensure that bugs are resolved properly, the logs play a very crucial role. You can follow on, to learn more about how to collect logs in each scenario.

You can collect the API and Dashboard logs from the Countly server. To do so, go to Management > Logs. And there, you can select the logs that you want to collect.

API Logs

To collect the API logs using the command line, you can use the following commands.

VM setup:

*countly dir*/log/countly-api.log

Docker setup:

docker logs <api pod name>

Kubernetes setup:

kubectl logs <api pod name>

Dashboard Logs

If there are login and logout issues or dashboard loading, you can use the following commands to get the logs.