When working with ReportBuilder, sometimes requests return blank or unexpected data. Use these preliminary troubleshooting steps to resolve common issues.

Before troubleshooting

Before troubleshooting requests, ensure that you are on the latest version of ReportBuilder.

  1. Uninstall Report Builder.
  2. Download and install ReportBuilder from the Analytics interface.

Troubleshoot requests without error messages

Often, a given issue is not related to Report Builder. To determine if an issue is Report Builder-specific, create an identical Analytics report as your Report Builder request.

  • Step 1 of the request wizard
    • Make sure that the report suite in the drop-down list matches Adobe Analytics' drop-down list.
    • If a report suite is on v15 processing, select the same segment (if used).
    • The file structure in the request wizard is almost identical to Analytics' default menu structure. Pull the same report in question.
    • Use the same dates between products. Some preset dates are not available in Analytics. Adobe recommends that you modify the Report Builder request date range if the preset in question does not exist in Analytics.
  • Step 2 of the request wizard
    • If Date Range is a row label, ensure that the Analytics report is trended. If another dimension is a row label, the Analytics report is ranked. Multiple dimensions imply a breakdown.
    • Column labels usually contain only Metric headers, which also apply to Adobe Analytics.
    • Ensure that the correct metrics are used.
      Note: Report Builder cannot include traffic and conversion metrics in the same request. Plan your workbooks accordingly with this information.

Adobe Analytics and Report Builder use the same source of data, and are generally processed identically.

  • If there is a discrepancy between Analytics and Report Builder's data, the issue is likely one of two things. It could be a problem with the Report Builder data request, or a legitimate bug with Report Builder. Have one of your organization's supported users contact Customer Care. They can explain in detail the steps to re-create both the Analytics report and Report Builder data request. The representative can validate your request and involve resources to resolve the issue as necessary.
  • If Report Builder and Analytics match, the issue is likely one of two things. It could be that there is an issue with your organization's data, or an issue with data retrieval in general. Validate your organization's implementation, ensuring that the correct variables are firing on the correct pages. Once validated, have a supported user contact Customer Care explaining the issue. Adobe recommends that you don't mention Report Builder in this circumstance, as it has nothing to do with the actual issue of data retrieval.

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