WordPress/Jetpack mobile apps stopped showing stats (“Data not loaded”)

  • Resolved zorzstudios

    (@zorzstudios)


    1 year, 5 months ago

    Hello,

    I was referred to this group after troubleshooting with the general WordPress support.

    I’ve been able to see my blog stats in the mobile app (own website) for years. They stopped showing recently. Instead, a message says “Data not loaded” and a Retry button which doesn’t help.

    I see the stats online without problems, it’s just the app. The app is connected to the website as it shows all posts and Activity Log.

    What we suspect the cause could be is my recent switch from a generic web host to VPS, along with a change in DNS provider (Cloudflare). I was told that reseting Jetpack connection should help. How can I do it, please?

    The page I need help with: [log in to see the link]

Viewing 3 replies - 1 through 3 (of 3 total)
  • Plugin Support lastsplash (a11n)

    (@lastsplash)

    1 year, 5 months ago

    Hi @zorzstudios –

    I tested your connection in a way that simulates requests from Jetpack and found that I am blocked after several requests.

    I’d  suggest  checking if  you  have  any  security  plugins  activated that  might  be  blocking  our requests.  If  not,  try  contacting  your  hosting  provider  and  asking  them  to  check  their  security  logs  to  see  if  they  are  blocking  or  otherwise  limiting  incoming  and  outgoing  connections  over  XML-RPC. 

    Jetpack  uses  this  file  to  communicate  with  your  site,  but  some  hosts  block  connection  requests  to  that  file.

    Our  requests  look  like  the  following:

    –  File:   /xmlrpc.php 
    -  User-agent header:  Jetpack  by  WordPress.com
    -  IPs:  https://jetpack.com/support/how-to-add-jetpack-ips-allowlist/

    Please  ask  them  to  allowlist  the  IP  addresses  listed  above.  Note  that  these  IP  addresses  could  change  (or  more  could  be  added)  at  any  time,  which  could  break  your  connection  to  Jetpack.  For  this  reason,  we  actually  discourage  allowing  specific  IPs,  although  with  some  hosts  it  may  be  the  only  option.

    Additionally, you may need to allow our IPs within Cloudflare.

    Let  us  know  how  that  goes.

    Thread Starter zorzstudios

    (@zorzstudios)

    1 year, 5 months ago

    Thank you for taking time to offer the info. I’ll be looking into that.

    One point to note, just in case – the stats are full and fine in my online dashboard, it is only the WordPress and Jetpack mobile apps that do not show the stats. To me, it seems like there is a working connection between my website and Jetpack even with Wordfence and Cloudflare involved.

    Would your points still apply with this in mind?

    Daniel

    (@ihenetudan)

    1 year, 5 months ago

    @zorzstudios,

    If you look at our support documentation where we list the Jetpack features you can use without a connection, you’ll notice that stats is listed as a feature that doesn’t require a WordPress.com connection but advanced stats which is something you’d access via your WordPress.com account, requires the connection.

    Stats are tracked and recorded locally on a user’s site, but with a working WordPress.com connection, they get pushed to and saved on our servers, making it possible for users to retrieve their stats even when they’ve lost their site or it’s been deleted from their host server.

    Even though you can see stats on your local site’s WP Admin dashboard, one way to test the connection health would be to check if you can access the stats from your WordPress.com account/dashboard. If you can’t, or it’s taking too long to load, you can expect the app experience to be similar.

    • This reply was modified 1 year, 5 months ago by Daniel.
Viewing 3 replies - 1 through 3 (of 3 total)
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