Troubleshooting

Resolve the most common installation, access, data, schedule, license, AI, and tracking problems.

First checks

Reproduce as the affected user
Role, audience, report-enabled state, and feature entitlement can make administrator testing misleading.
Check Preferences
Confirm API mode, endpoint, license status, plan, last check, feature access, and Billing Admin.
Run cron
Review Moodle task output for schedule or background errors.
Enable debug only temporarily
Capture the minimum detail needed, then disable it and remove sensitive diagnostic artifacts.

Access problems

Symptom	Check
User cannot open Lenarys Analytics	System assignment of `local/la:view`.
Report is missing from Library	Audience rule, plan lock, search term, and pagination.
“No access” message	User does not match a report audience.
“Enable report first” message	User matches the audience but has no enabled report relation.
Marketplace or Audience tab missing	Current user is not the configured Billing Admin.

Empty or unexpected data

Clear report filters and URL parameters, then apply one filter at a time.
Confirm the report definition targets tables and records used by this Moodle site.
Review SQL joins for duplicate rows or unintended exclusions.
Check whether courses, activities, users, grades, or completions are hidden, suspended, deleted, or not yet created.
Compare a small sample to native Moodle screens before trusting totals.

Schedules

If a schedule does not send, confirm Moodle cron is running, the schedule is enabled and valid, the next attempt is due, the report is still entitled, recipients still have local/la:view, the recipient cap is not exceeded, and Moodle email delivery succeeds. Review failure count, last attempt, next attempt, and last error.

License & AI

Symptom	Check
API check fails	Endpoint, DNS/TLS, firewall/proxy, response format, and server time.
Local license is ignored	API mode is Manual, JSON is valid, and entitlement date is current.
AI generation unavailable	Moodle 4.5 or later, a configured AI provider with Generate text enabled, license AI prompt, Billing Admin, and provider quota.
Generated report fails review	Definition shape, restricted tables, sensitive fields, SQL validity, and supported columns.

Tracking

If time or visits remain empty, confirm tracking is enabled, the user is logged in and not a guest, the page resolves to a supported logical page, the window stays visible and focused, user activity remains within the idle timeout, and AJAX requests succeed. Multiple tabs intentionally count only from the elected leader tab.

Keep evidence together. Record the affected user, report/app ID, filters, timestamp, license state, browser, and exact error before changing configuration.

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