Whenever you run a tracked application, the tracking results should show up on the dashboard in real-time. Therefore if after running (and exiting) your application, that particular installations is not shown among the list of active users, then it probably means the data was not sent by the client to the server.

By default, the Usage Intelligence SDK calls home to the server at least once per runtime session when calling ruiStartSDK() and then every 20 minutes of runtime after that. Typically another sync occurs when ruiStopSDK() is called just before the runtime session terminates. At this point the client will attempt to sync with the server and send any cached data for that session.

Whenever an internet connection is not available or the server for some reason rejects the call from the client, the data remains cached on the client until the next sync. You may programmatically force a sync by calling ruiSync(), however this is not necessary and also not recommended unless you need to cater for some specific usage scenario.

Troubleshooting

If you have followed the integration instructions and still cannot get data to show up in the reports, please go through this check list:

1. Make sure you are using the correct callhome URL and product ID for that particular product. Every product has its own unique URL and the server will reject any calls from that product unless they match the designated URL.
2. If you have changed the product ID or callhome URL at any point (such as if you previously tried tracking using a test account) then you must delete the Usage Intelligence log and config files before your client will be able to sync with the server. The location of the files is described in What Files Are Created by the Usage Intelligence SDK and What Is the Folder Location?
3. Confirm that the Usage Intelligence SDK has write access to the folder you have set when calling ruiCreateConfig(). On calling ruiStartSDK() the Usage Intelligence SDK should create the following files:
    
   • ruiconfig.cfg
   • ruilog.log

   More info on using the ruiCreateConfig() function can be found in Initializing the Configuration.

4. Check whether the Usage Intelligence SDK has a valid internet connection to reach the server. Programmatically you can check whether the SDK has connectivity to the server by using the ruiTestConnection() API call. More info on using the ruiTestConnection() function can be found in Testing the Connection Between the SDK and the Server.

   Please note that connection to the server may be blocked due to proxy authentication or gateway firewall. You may use ruiSetProxy() to cater for proxy server authentication. For more information, see How is Usage Intelligence Affected by Proxy or Firewall Environments?.

If you go through the above check list and all seems in order, then please open a support ticket with Revenera Support and send the 2 config/log files created by the Usage Intelligence SDK, so that we can help to identify the problem.

If your query is related to EVENT / FEATURE tracking data, then see Why Are My Tracked Features or Events Not Showing Up in Reports?