Stats won’t display on a PC

bigsadmin · Member · Nov 16, 2022 at 12:03 am
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My wordpress stats don’t display for one user who is on a PC. The stats display fine for user on iMac. PC user gets a blank white screen. It happens using both Chrome and Firefox. He has cleared his cache and it didn’t help. Any ideas?

WP.com: Unknown
Jetpack: Yes
Correct account: Yes

The blog I need help with is: (visible only to logged in users)
aleone89 · Staff · Nov 16, 2022 at 2:07 pm
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Hello there,

Many thanks for reaching out – what is the operating system of the computer whereby stats are not visible?

Many thanks in advance!
bigsadmin · Member · Nov 16, 2022 at 5:23 pm
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Windows 11 Home, Version: 21H2
supernovia · Staff · Nov 17, 2022 at 4:39 am
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Thank you — is his Chrome and Firefox up to date? And, is he using any ad blockers or other systems that would affect both browsers?

And, just to confirm, is he viewing https://wordpress.com/stats/day/bigenealogy.org or some other address? If he’s viewing that, can you share what account he’s connected to Jetpack with?
bigsadmin · Member · Nov 18, 2022 at 12:16 am
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Both Chrome and Firefox are up to date. I am using ADP on Firefox, but I have been using it for years including the full time that I’ve been on bigenealogy.org without incident. Also ADP isn’t installed on Chrome.

Not sure I understand the last question. The problem exists when I try to move from bigenealogy.org/wp-admin/admin.php?page=stats to https://wordpress.com/stats/day/bigenealogy.org what comes up is https://wordpress.com/stats/day/120984613. A blip of a screen then it goes white.

It does happen when I go to this link?
https://wordpress.com/stats/day/bigenealogy.org

And the problem seem to start when we installed elementor pro.
supernovia · Staff · Nov 18, 2022 at 12:51 am
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https://wordpress.com/stats/day/120984613. A blip of a screen then it goes white.

That should show stats from all the sites.

I this happening when you’re logged in with this account, or is it only happening to another user, and if so, which one? Do they see any of the other toolbars on that page or is the entire page white?
bigsadmin · Member · Nov 19, 2022 at 11:16 am
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I’m waiting for another windows user to test the stats page on another pc. Because of the weekend it may take a day or two.
staff-doublebassd · Staff · Nov 19, 2022 at 7:10 pm
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Okay, keep us updated. Thank you!
bigsadmin · Member · Nov 23, 2022 at 7:55 pm
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Same thing happen using his login account on another PC and network.
aleone89 · Staff · Nov 24, 2022 at 10:32 am
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Hello there,

It sounds like we could be getting close to a resolve.

Is ADP, still present on these devices?
bigsadmin · Member · Nov 24, 2022 at 5:43 pm
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I’m sorry please tell me what ADP is?
aleone89 · Staff · Nov 25, 2022 at 9:13 am
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Hello there,

You mentioned:

I am using ADP on Firefox,

Is this a browser extension in use?
bigsadmin · Member · Nov 28, 2022 at 7:01 am
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Ok new update.
I logged Larry’s account out of all devices then deleted his account from bigenealogy.org. I then recreated his account.

Now he logs into bigenealogy.org with the new account, goes to JetPack, then stats then clicks on Show Me. At that point he he gets a WordPress login screen. When he logs in at that point with the new account it says account unknown.
aleone89 · Staff · Nov 28, 2022 at 9:27 am
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Hello there,

What is the username Larry uses, or the email address? (only staff will be able to see this information).
bigsadmin · Member · Nov 28, 2022 at 1:47 pm
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User email = (email visible only to moderators and staff)

Password = [redacted]
staff-heroponriki · Staff · Nov 28, 2022 at 8:43 pm
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Thanks for that information. We just needed the email address so I removed the password you listed.

The login used for your website is a different login for WordPress.com as they’re two different websites. Larry could not view the site stats here at WordPress.com unless they connected their account to a WordPress.com user account. As such, there is no WordPress.com account for that email address, so he would need to create an account to authorize the connection from your website.

Then they’ll be able to see the stats.
bigsadmin · Member · Nov 28, 2022 at 10:01 pm
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OK he has created a wordpress.com account. How does he get access to bigenealogy.org?
staff-totoro · Staff · Nov 29, 2022 at 12:27 am
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Hi there,

I’m late to this thread, but I’ve read it a few times and I’m not 100% sure what you’re trying to set up here. To clarify, in our system your account (@bigsadmin) is listed as the current owner of the Jetpack connection on bigenealogy.org. That is correct, yes?

I think the easiest path forward is for you to re-invite @larrynoedelcomcastnet to your site again using the option you see here: https://wordpress.com/people/invites/bigenealogy.org

Note that not all roles will have access to stats by default. You will need to make sure to give stats access to Larry which you can do in your Jetpack stats settings. Instructions in the FAQ here under I’m a Contributor, Writer or other non-Admin role on the site and can’t see stats:

https://jetpack.com/support/jetpack-stats/#troubleshooting

Thanks!
bigsadmin · Member · Dec 1, 2022 at 6:36 pm
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Thank you! The issue is fixed. This case can be closed. Thank you for all your help!

Lori
supernovia · Staff · Dec 2, 2022 at 1:14 am
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Thank you for letting us know! I was curious how this one would resolve, so I’m glad to hear he just needed an appropriate user role with his account. Cheers :)

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