Scenario
- The Experience Profile is not updated with new information about visits.
- New contacts do not appear in the Experience Profile reports.
- The Experience Profile reports show a list of contacts, but you cannot open a contact's profile.
- The search does not function properly.
To troubleshoot when Experience Profile data is out of sync or missing:
For Sitecore XP 8.0 Initial Release or higher:
- Ensure that the MongoDB server is running and accessible for the Sitecore instance.
- Ensure that the Contacts collection of the collection database (MongoDB) is populated with new contacts. To generate a new contact, visit the website using Firefox or Chrome private browsing mode. If the collection database cannot add a new contact, look at Scenario 1 of this article.
- Ensure that sitecore_analytics_index data and collection database (MongoDB) data are consistent. If you have inconsistent data, perform a complete rebuild of the reporting database. This also updates the sitecore_analytics_index to match the collected data.
For 9.0 Initial Release or higher:
- Ensure that the xConnect service is accessible from the Sitecore instance.
- Ensure that the SOLR server used for xDB indexes is running and accessible from xConnect instances.
- Ensure that the Contacts collection of the Shard databases is populated with new contacts.
Note 1:
For Sitecore XP 8.2 Update-3 and higher, the Experience Profile application displays only identified contacts to avoid performance issues. Enable indexing of anonymous contacts for troubleshooting, if necessary. We recommend that you disable this in the production environment.
To enable anonymous contacts indexing:
- [For XP 8.2 Update-3 or higher] Set the ContentSearch.Analytics.IndexAnonymousContacts setting value to "true" in the \App_Config\Include\Sitecore.ContentSearch.Analytics.config file.
- [For XP 9.0 Initial Release or higher] Follow the instructions in this article.
Note 2:
In Sitecore 9, PII Sensitive data is not indexed by default. The Email, FirstName, and LastName fields that are used in the Experience Profile are marked as PII Sensitive. As a result, the search using these fields does not work by default. Check this article for details.