loss of ‘stats’ details
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when i click on ‘stats’ i get the msg- we’re sorry, but an unexpected error has occurred
WP.com: Yes
Correct account: YesThe blog I need help with is: (visible only to logged in users)
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Hi there,
I am able to view your stats while logged in under the most updated version of Chrome. What browser are you currently under when trying to view your site? Also, do you have any ad blockers or extensions that you can temporarily disable and see if that helps?
Let us know, thanks!
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Hello and thank you!!
I am and have been using Safari and from what i can tell it is up to date.
When i click ‘my site’ i get a minimal version of stats with only number of visitors and views. If i click the ‘see all stats’ option it sends me the error reply.
I don’t believe i have any ad blockers because ads do appear. And not sure what extensions are but i do know i’ve done nothing to alter the website. Just suddenly cannot see the details in stats of which pages are being viewed from which countries and where from- which is very helpful. -
Hey there,
Thanks for clarifying! Do you have another browser that you can log into and see if you receive the same error? I want to first rule out this being a browser-related issue. Thank you!
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Hello there,
Many thanks for carrying out that initial troubleshooting.
Can you tell us if the error still persists after clearing the browser cache? https://en.support.wordpress.com/browser-issues/#clearing-your-browser-cache?
Many thanks in advance.
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I did try Firefox but received the same error.
i did google yesterday and found this link and tried it but it did not remedy the problem. And in the process I apparently wiped out history on other tabs on safari so then installed Stella data recovery to retrieve history because i was unable to through Time Machine.
Now afraid to try anything for fear of screwing up more stuff!
As of now everything seems to be working as it was with the exception of ‘stats’ on wordpress site -
To assuage your fears – your stats data is stored and secure on our servers – anything you do (or don’t do) will have any impact on whether or not that stats data is recorded. The information is there; you’re just having a hard time seeing it at the moment.
Your browser history and information stored on your computer also has no impact.
So in short, unless you can figure out how to destroy our hosting servers, nothing you do will do anything. :)
Back to the error you’re seeing, can you provide a screenshot of your stat page when you try to load it? If you’re not familiar with how to take a screenshot, this support document will help explain how to make one:
Then, use a service like Snipboard.io to upload the screenshot and then share the image link from that service here and we’ll take a closer look.
Also, could you let us know what operating system and browser (and versions of each) you’re using? Once we have that information, we’ll be better able to advise.
Thanks!
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i followed the link instructions to make a screen shot but nothing happened. and not quite sure how to press CMD+shift+3. i tried holding CMD / shift / 3 at same time
i can take a screen shot with my phone but don’t know how to send it here
the screen has an image of puzzled workers with wrench on either side of a box with ! in a circle. and the message underneath We’re sorry, but an unexpected error has occurredi have a Mac Pro Mojave 10.14.6
and use Safari 14.1.2 -
Thanks for the information regarding the OS and Safari versions! Would you be able to let us know what version of Firefox you had tested?
It does sound like this may be a compatibility issue, since Mojave is now an older version of Mac OS.Are you able to add the screenshot from your phone to your website’s Media library and share the link to it? If not, a free service like Dropbox or perhaps https://snipboard.io can let you upload the image and generate a link for you to add to this thread, so we can check it.
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Firefox 106.0.5
I’d prefer not to have to sign-up with my credit card info etc on snipboard and dropbox.
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@carolynstuart you shouldn’t have to; we use free versions here.
Are you able to upload here instead?
https://wordpress.com/media -
/Users/carolynstuart/Desktop/thumbnail-3.jpeg
Does that do it?
I also added it to the wordpress.com/media page -
Thank you. I can’t tell from the screenshot. Is that at https://wordpress.com/stats/day/contactgames.wordpress.com or another page?
I also suspect your browser version.
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yes, that is the page on my site that appears when i click ‘stats’
which browser? safari? same thing on firefox
and if browser what then?ps. thanks a bunch for sleuthing this!!!
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Are you using any browser extensions? Can you try disabling them and seeing if that changes things?
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Hi there,
From what we can see, I noticed you mentioned that you are using Mac OSX 10.14.6 (Mojave) and as mentioned here, that is an older version of the OS, released about 5 years ago.
Without updating your computer, I’m curious if you have this same issue if you go to wordpress.com on your phone instead. If you log in to your account from your phone, are you able to see your stats as usual? Or do you have the same issue there, thanks!
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OMG you nailed it!!! 🌟🙏🍄💥🐸👊
do you happen to know if it’s possible to update my mac to a newer version?
or is it a case of planned obsolescencewhat an amazing resource this is. wow, to the people that know and are willing to help!!!!
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Hi there,
Great, thanks for clarifying. To update your Mac, look for the apple icon in your menu at the top right (the one that actually looks like an apple) and click on that.
In the dropdown click on “About this Mac” which will open a new window. On that window you should see two buttons, and one of them will say “Software Update”
You can click on that and it will allow you to update to the most recent OS that your computer can run.
Hope that helps. Please let us know if you have any more questions.
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Thank You! I was successful updating my Mac.
I’m so grateful to have found this resource!!!
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