---
title: "Fix common analytics issues"
url: "https://support.cosmesoft.app/en/article/fix-common-analytics-issues"
language: "en"
last_updated: "2026-09-01T22:38:12.796Z"
---

# 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**.

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## 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.

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## 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.

  

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## Problem 3 — Dashboard data seems incorrect or out of date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.

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## 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.

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## 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.

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