Fix common analytics issues

Use this guide to diagnose and fix the most common problems with Dashboards and Analytics in Cosmesoft.

If you're not sure how analytics work, start with About Analytics.
For setup steps, see How to use analytics dashboards.

Problem 1 — Dashboard is loading indefinitely

How you recognise it

• The screen shows a loading spinner for more than 30 seconds.

• Widgets show a "connection error" or remain empty boxes.

Most likely causes

• Slow Connection — Large dashboards require a stable internet connection to load data from the BI server.

• Large Date Range — Loading data for a very long period (e.g. 5 years) can cause the report to time out.

• Service Interruption — The underlying reporting service may be experiencing temporary downtime.

How to fix it

• Refresh your browser page to re-establish the connection.

• Reduce Date Range — Try selecting a smaller range (e.g. "Last 30 Days") to see if the data processes faster.

• Check Connection — Verify your internet speed is stable.

Problem 2 — "Access Denied" or missing Analytics menu

How you recognise it

• You cannot see the Analytics option in your sidebar.

• Clicking an analytics link shows a "You don't have access to this page" message.

Most likely causes

• Role Permissions — Your current user role does not have the Analytics Module permission enabled.

How to fix it

• Contact your clinic owner or administrator.

• Request that your permissions be updated via Settings → My Team to include View (or Manage) access for the Analytics module.

Problem 3 — Dashboard data seems incorrect or out of date

How you recognise it

• Sales figures on the dashboard do not match your recent POS transactions.

• A new location or staff member is missing from the filters.

Most likely causes

• Data Refresh Delay — Analytics data is synced periodically and may have a slight delay (usually less than 1 hour).

• Timezone Differences — Ensure your filters are set to the correct local dates for your location.

• Transaction Status — Only completed or "closed" transactions may be included in certain revenue widgets.

How to fix it

• Check Sync — Wait 60 minutes for the next sync cycle to complete.

• Check Timezones — Ensure your filters match the correct local dates for your clinic.

• Verify Transaction Status — Ensure the sales you are looking for have been fully finalised in the POS.

Problem 4 — Cannot save changes in Designer Mode

How you recognise it

• After rearranging or adding widgets, the Save button is greyed out or shows an error.

Most likely causes

• Read-Only Mode — You may be trying to edit a Platform Dashboard (which cannot be edited).

• Session Timeout — Your login session may have expired while you were designing.

How to fix it

• Duplicate first — "Platform Dashboards" must be duplicated before you can create your own custom version.

• Save often — If an error occurs, refresh the page and try making smaller changes sequentially.

Still not working?

If the issue persists, gather the following before contacting support:

• The name of the dashboard you are trying to view.

• A screenshot of the failing widgets or error message.

• The specific date range and filters you have applied.