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# Troubleshooting Missing or Incorrect Analytics

# Troubleshooting Missing or Incorrect Analytics

This guide helps you diagnose and resolve issues with analytics data not appearing, appearing incorrectly, or failing to sync in Flightcast.

## Table of Contents

* [How Analytics Work in Flightcast](#how-analytics-work-in-flightcast)
* [Quick Diagnostics Checklist](#quick-diagnostics-checklist)
* [Chrome Extension Issues](#chrome-extension-issues)
* [YouTube Analytics Issues](#youtube-analytics-issues)
* [Spotify for Creators Analytics Issues](#spotify-for-creators-analytics-issues)
* [Analytics Migration Issues (Previous RSS Provider)](#analytics-migration-issues-previous-rss-provider)
* [Using the Diagnostics Page](#using-the-diagnostics-page)
* [Advanced Troubleshooting](#advanced-troubleshooting)
* [Getting Further Help](#getting-further-help)



## How Analytics Work in Flightcast

Flightcast aggregates analytics from multiple sources to give you a unified view of your podcast's performance. Understanding how data flows into the system helps identify where issues might occur.

### Analytics Sources

1. **YouTube Analytics** — Pulled via YouTube Data API using your connected YouTube account's OAuth credentials
2. **Spotify for Creators Analytics** — Pulled either via OAuth connection to Spotify for Creators or through the browser extension
3. **Historical Analytics Migration** — When migrating from another podcast host, historical data is imported from your previous provider using the browser extension

### The Browser Extension's Role

The Flightcast browser extension is essential for certain analytics operations:

* **Scraping historical analytics** from your previous podcast host (Spotify for Creators, Transistor, Libsyn, etc.)
* **Real-time Spotify for Creators analytics** via session cookies
* **YouTube Analytics import** via YouTube Studio session

The extension works by leveraging your logged-in browser sessions to access analytics dashboards that don't have public APIs.



## Quick Diagnostics Checklist

Before diving into specific issues, run through this checklist:

* [ ] Is the Flightcast browser extension installed and enabled?
* [ ] Is your browser up to date (Chrome/Chromium-based browsers work best)?
* [ ] Are you logged into the required platforms in the same browser?
* [ ] Flightcast
* [ ] YouTube Studio (for YouTube analytics)
* [ ] Spotify for Creators (for Spotify analytics)
* [ ] Your previous podcast host (for migrations)
* [ ] Have you connected your OAuth accounts in Flightcast Settings → Integrations?
* [ ] Is the extension showing any errors? (Check **Settings → Diagnostics** in your podcast settings)



## Chrome Extension Issues

### Extension Not Detected

**Symptoms:**
* "Extension not detected" message on the platform
* Import/sync buttons are disabled
* **Settings → Diagnostics** shows extension as not installed

**Solutions:**

1. **Verify Installation**
* Open `chrome://extensions` in your browser
* Look for "Flightcast" in the list
* Ensure it's enabled (toggle should be on)

2. **Reinstall the Extension**
* Remove the existing extension
* Download and install the latest version from the Chrome Web Store or Flightcast dashboard
* Refresh the Flightcast page

3. **Check Browser Compatibility**
* The extension works best with Chrome and Chromium-based browsers (Edge, Brave, Arc)
* Firefox and Safari are not currently supported

4. **Disable Conflicting Extensions**
* Ad blockers can sometimes interfere with extension messaging
* Try disabling other extensions temporarily to identify conflicts

### Extension Errors in Diagnostics

**Symptoms:**
* Red error badges on the Diagnostics page (**Settings → Diagnostics**)
* Extension logs show specific error messages

**Common Errors and Solutions:**

| Error Message | Likely Cause | Solution |
| ---- |
| "Unable to find authentication credentials for Spotify" | Not logged into Spotify for Creators | Log in at [creators.spotify.com](https://creators.spotify.com) in the same browser |
| "Unable to find authentication credentials for Anchor" | Not logged into Spotify for Creators (legacy Anchor) | Same as above |
| "Another user is importing data for this podcast" | Concurrent import in progress | Wait for the current import to finish or ensure nobody else on your team is importing (usually 5-15 minutes) |
| "Platform is not currently supported" | Unsupported previous podcast host | Check supported platforms list below |

### Extension Version Mismatch

If you're experiencing issues after a Flightcast update:

1. Check your extension version in `chrome://extensions`
2. Compare with the latest version on the Flightcast dashboard
3. If outdated, uninstall and reinstall the extension



## YouTube Analytics Issues

### YouTube Not Connected

**Symptoms:**
* "Connect your YouTube account" prompt on analytics pages
* YouTube OAuth status shows as disconnected in Integrations

**Solutions:**

1. **Connect via OAuth**
* Go to **Settings → Integrations → YouTube**
* Click "Connect YouTube"
* Sign in with the Google account that owns your YouTube channel
* Grant the requested permissions

2. **Verify Channel Access**
* Ensure you're connecting with an account that has access to the target channel
* For brand channels, use the brand account email or switch to the brand account before connecting

### YouTube Data Not Appearing

**Symptoms:**
* YouTube is connected but analytics show zero or no data
* Specific videos missing from analytics

**Solutions:**

1. **Check Playlist Configuration**
* YouTube analytics require a linked playlist
* Go to **Settings → Integrations → YouTube** and verify a playlist is selected
* If no playlist exists, create one on YouTube and add your podcast videos

2. **Verify Channel Permissions**
* The connected account must have at least "Viewer" access to YouTube Analytics
* For brand channels, ensure analytics permissions are enabled

3. **Wait for Initial Sync**
* First-time analytics sync can take 15-30 minutes for large channels
* Historical data may take several hours to fully populate

4. **Check OAuth Token Validity**
* Go to **Settings → Diagnostics** in your podcast settings to test the YouTube connection
* If the token is expired, disconnect and reconnect YouTube

### YouTube Analytics Appear Incorrect

**Symptoms:**
* Numbers don't match YouTube Studio
* Missing time periods or videos

**Possible Causes:**

1. **YouTube's Reporting Delay**
* YouTube Analytics without the extension has a 48-72 hour delay for accurate data
* Recent videos may show incomplete metrics

2. **Playlist vs Channel Mismatch**
* Flightcast tracks playlist analytics, not full channel analytics
* Ensure all relevant videos are in your linked playlist

3. **Multiple Channels**
* If you have multiple channels, verify the correct one is connected
* Check the channel name in Integrations settings



## Spotify for Creators Analytics Issues

### Understanding Spotify Setup Types

Flightcast supports three Spotify configurations:

| Setup Type | Description | Analytics Source |
| ---- |
| **Managed** | OAuth connected to Spotify for Creators | Direct OAuth API |
| **Hosted** | Show hosted directly on Spotify for Creators | Extension + OAuth |
| **Unhosted** | Show distributed via RSS to Spotify | Extension + OAuth |

### Spotify Not Connected

**Symptoms:**
* "Connect your Spotify account" prompt
* Spotify section shows as disconnected

**Solutions:**

1. **Connect via OAuth**
* Go to **Settings → Integrations → Spotify**
* Click "Connect Spotify for Creators"
* Sign in with your Spotify for Creators account
* Select your show when prompted

2. **Verify Show Access**
* You must have admin access to the show on Spotify for Creators
* If you're a collaborator, ask the show owner to connect instead

### Spotify Analytics Not Syncing

**Symptoms:**
* Spotify is connected but analytics aren't updating
* Historical analytics missing

**Solutions:**

1. **Verify Browser Login**
* Open [creators.spotify.com](https://creators.spotify.com) in your browser
* Ensure you're logged in with the same account connected to Flightcast
* Navigate to your show's analytics page to verify access

2. **Check Extension Status**
* The extension needs Spotify session cookies to fetch analytics
* Go to **Settings → Diagnostics** in your podcast settings and verify the extension can communicate

3. **Check Show Type**
* For **Unhosted** shows (RSS distributed), some analytics are limited
* Full retention and demographic data requires a Hosted show

### Spotify Analytics Mismatch

**Symptoms:**
* Numbers differ from Spotify for Creators dashboard
* Missing episodes or date ranges

**Possible Causes:**

1. **Spotify's Reporting**
* Same-day metrics are estimates

2. **Episode Matching Issues**
* Episodes are matched by title or GUID
* If episode titles were changed after import, matching may fail
* Use the "Match Episodes by Title" feature in integrations

3. **Historical Data Limits**
* Spotify for Creators retains about 2 years of detailed analytics
* Older data may be summarized or unavailable



## Analytics Migration Issues (Previous RSS Provider)

### Supported Platforms for Migration

Flightcast can import historical analytics from these platforms:

| Platform | Support Status | Notes |
| ---- |
| **Spotify for Creators / Anchor** | ✅ Full support | Best supported, includes retention data |
| **Transistor** | ✅ Full support |  |
| **Libsyn** | ✅ Full support | Requires Libsyn Five login |
| **Simplecast** | ✅ Full support |  |
| **Buzzsprout** | ✅ Full support |  |
| **Megaphone** | ✅ Full support |  |
| **Acast** | ✅ Full support |  |
| **OmnyStudio** | ✅ Full support |  |
| **Substack** | ✅ Full support |  |
| **Captivate** | ✅ Full support |  |
| **Podbean** | ❌ Not supported |  |
| **Spreaker** | ❌ Not supported |  |
| **RedCircle** | ❌ Not supported |  |
| **Others** | ❌ Not supported | Contact support for requests |

### Migration Not Starting

**Symptoms:**
* Clicked "Import Analytics" but nothing happens
* No progress indicator appears

**Solutions:**

1. **Verify Previous RSS URL**
* Your previous RSS URL must be set correctly in podcast settings
* This is used to identify which platform to import from

2. **Log Into Your Previous Host**
* Open a new tab and log into your previous podcast host
* Navigate to your show's dashboard to ensure session is active
* Return to Flightcast and try again

3. **Check Extension is Active**
* The extension popup should show it's connected to Flightcast
* If not, try refreshing the Flightcast page

### Migration Stuck or Failed

**Symptoms:**
* Progress bar stopped moving
* "Import failed" error message
* Partial data imported

**Solutions:**

1. **Check for Lock Conflicts**
* Only one import can run per podcast at a time
* If a previous import crashed, the lock expires after ~10 minutes
* Wait and try again

2. **Session Expired**
* Long imports may outlast your session on the previous host
* Re-login to your previous host and restart the import

3. **Rate Limiting**
* Some platforms rate-limit analytics API calls
* Wait 15-30 minutes and retry
* For large podcasts, migration may take multiple attempts

4. **Partial Success**
* Some episodes may fail while others succeed
* Go to **Settings → Diagnostics** to check for specific errors in the extension logs
* Missing episodes can often be fixed by retrying

### Unsupported Provider Warning

**Symptoms:**
* Yellow warning in extension logs: "Platform is not currently supported"

**What This Means:**
* Your previous RSS URL points to a platform we can't scrape analytics from
* You can still use Flightcast, but historical data won't be migrated

**Alternatives:**
* Export analytics CSV from your previous host (if available)
* Contact Flightcast support about manual import options



## Using the Diagnostics Page

The Diagnostics page provides detailed insights into your integration health. To access it:

1. Navigate to your podcast in Flightcast
2. Go to **Settings** (in the podcast sidebar or top navigation)
3. Click **Diagnostics** in the settings navigation bar

You'll find it alongside other settings tabs like Podcast Details, Distribution, Directories, Integrations, and Billing.

### What the Diagnostics Page Shows

1. **Extension Status**
* Whether the extension is installed and responding
* Extension version number
* Any errors or warnings the extension has logged

2. **YouTube Connection**
* OAuth connection status
* Connected channel information
* Playlist configuration

3. **Spotify Connection**
* OAuth connection status
* Show information
* Setup type (Managed/Hosted/Unhosted)

4. **Browser Environment**
* User agent string (helpful for support tickets)
* Network status
* Browser capabilities

### Interpreting Extension Logs

The Diagnostics page (**Settings → Diagnostics**) shows recent errors and warnings from the extension in the "Extension Logs" section:

* **Red (Errors)** — Something failed and likely needs action
* **Yellow (Warnings)** — Non-critical issues, usually informational
* **Blue (Info)** — Status messages, usually not concerning

Logs are categorized by job type:

| Job Type | What It Covers |
| ---- |
| `youtube` | YouTube analytics imports |
| `spotify` | Spotify for Creators operations |
| `analytics` | Historical analytics migrations |
| `anchor` | Spotify for Creators realtime sync |
| `scheduling` | Background sync scheduling |

### Copying Diagnostics for Support

The Diagnostics page (**Settings → Diagnostics**) has "Copy" buttons that let you easily capture:
* Browser environment info (user agent, screen size, etc.)
* Extension logs (errors and warnings)
* YouTube and Spotify connection configurations

Click these buttons and paste the copied text into your support ticket for faster troubleshooting.



## Advanced Troubleshooting

### Clearing Extension State

If the extension seems stuck or corrupted:

1. Open `chrome://extensions`
2. Find Flightcast extension
3. Click "Remove" to uninstall
4. Clear browser cookies for `flightcast.com` (Settings → Privacy → Clear browsing data)
5. Reinstall the extension
6. Log back into Flightcast

### Service Worker Console

For technical users, you can inspect extension behavior.

To see extension background logs:

1. Go to `chrome://extensions`
2. Find Flightcast extension
3. Click "service worker" link
4. Check the Console tab for errors

### Forced Analytics Re-pull

If analytics seem stuck in a bad state:

1. Go to **Settings → Diagnostics** in your podcast settings
2. Note any errors in the extension logs
3. Clear the extension logs using the "Clear All" button
4. Go to **Settings → Integrations** and trigger a fresh import
5. Return to **Settings → Diagnostics** to monitor new logs for errors



## Getting Further Help

If you've tried the above steps and still have issues:

1. **Gather Information**
* Screenshot of the Diagnostics page (**Settings → Diagnostics**)
* Use the "Copy" buttons to capture browser environment info
* Copy any extension errors/warnings from the logs
* Note what you've already tried

2. **Contact Support**
* Email: support@flightcast.com
* Include all gathered information
* Describe the expected vs actual behavior

3. **Common Support Requests**
* Manual data import for unsupported platforms
* Account connection issues
* Historical data recovery



## Appendix: Error Reference

| Error Code/Message | Category | Description | Resolution |
| ---- |
| `401 Unauthorized` | Auth | Session expired or invalid | Re-login to the platform |
| `403 Forbidden` | Auth | Insufficient permissions | Check account has admin access |
| `423 Locked` | System | Another import in progress | Wait for lock to expire (~10 min) |
| `Rate limited` | API | Too many requests | Wait 15-30 minutes |
| `Network error` | Network | Connection failed | Check internet, disable VPN |
| `Invalid RSS URL` | Config | RSS URL format unrecognized | Verify RSS feed URL is correct |
| `Platform not supported` | Config | Provider not in supported list | See supported platforms table |
| `No episodes found` | Data | Platform returned empty data | Verify show exists on platform |
| `Token refresh failed` | OAuth | OAuth token couldn't refresh | Disconnect and reconnect account |