Below we have put together the most common troubleshooting tips, if you experience any issues loading particular reports or pages in Analytics. These issues are usually related to a local network, desktop or browser setting.
Some of the suggestions below may require additional support from your local IT team at your organisation, and the steps may differ depending on the browser you're using.
Troubleshooting
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Latest browser - Ensure your browser is up to date and has the latest version installed.
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Zoom settings - Ensure your zoom settings are reset to 100% (CTRL + 0 on your keyboard).
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Clear your browser cache and ensure cookies are enabled - We recommend clearing your cache, you can either:
- Do this on the page affected using CTRL + F5 on your keyboard OR
- Ask your IT department to clear your browser cache fully and enable cookies.
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In-Private Browsing / Incognito mode - We recommend accessing the page/report via the in-private or incognito mode in your browser (CTRL + SHIFT + N).
If this works, it suggests your browser may need updated or you have a setting applied / extension installed in your browser that is causing issues. Your IT department may then be able to help look into what specific setting/extension is causing this, and update your browser for you if needed.
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Filtering Restrictions - Another school's IT has resolved issues such as this by removing filtering restrictions from the user's network settings at the organisation, as well as adding both sites listed below as allowed sites on the staff filtering restrictions: www.sisraanalytics.co.uk (file://www.sisraanalytics.co.uk) and www.sisra.com (file://www.sisra.com).
One school reported that turning off SSL inspection for the above two URLs resolved the issues they were having with the network filtering.
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Another browser - If the above do not resolve the issue, you could try another popular browser to see if the issue is associated to your current browser. For example, you may have more advanced security settings enabled in your current browser. The compatible browsers are shown in our FAQ: What devices/browsers will Sisra Analytics work on? article.
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Another machine - You could then try to access the page/report via another machine. If this works for another machine connected to your local network, it suggests something is installed/out of date on your machine which is causing the issue.
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Another machine/device not connected to your local network - Another option if the above do not resolve the issue, would be to try another machine or device not connected to your local network, such as a home machine or a mobile device. If this works, it suggests there is something related to the local network causing the issue, which your local IT team may be able to investigate.
- Firewall - Ensure your firewall is not blocking aspects of Sisra Analytics.
Thanks for reading!