Regardless of how long you’ve been visualizing and analyzing your data, chances are you’ve run into a roadblock at some point. However, thanks to the help from the friendly iDashboards support team, I’m sure you were back to building dashboards in no time!
In today’s #iDashboards18 session, Nate DeGrande and John Lin, two of our best dashboard problem-solvers, tackled some of our most frequently asked support questions. Follow along below to learn what challenges other organizations are encountering and how to get around them.
An Overview of OSKAR & iDashboards Support
Before diving into our top 10 support questions, Nate and John provided a quick overview of our Online Support Knowledge Acquisition Repository (OSKAR), your one-stop shop for support. It’s such a valuable resource that it’s the first thing we recommend our new customers sign up for. The portal is broken up into five sections:
- Getting Started: Tutorials, videos, and anything else you need when starting out with iDashboards.
- News & Updates: Announcements, patch notes, updates, changes, and improvements to software can be found here.
- Knowledge Base: This part of OSKAR is home to helpful resources and webinars – if you aren’t sure where to go, try here first.
- Partner Resources: This section features all of the resources, articles, and other information available to those in the VAR and OEM program.
- Community: iDashboards would be nothing without our customers, also known as the iDashboards family. When you have a question, check here to see if it’s already been asked and answered on the discussion boards. You can also request feature updates here, which we take into careful consideration. After all, we want this to be a software that works for your needs!
The Top 10 Support Questions
1. Why can’t I load iDashboards in Internet Explorer or Edge?
We have compatibility mode, which automatically gets turned on with Internet Explorer and Edge. This mode essentially uses old technology to try to load a brand-new technology, which is why it doesn’t work very well with our software. To turn it off, simply go into your settings, click on compatibility view, and then unselect.
2. What happened to my right-click menu?
You have the ability to load things in HTML instead of Flash, which is basically just a viewer mode. To stop this from happening, you should set the Flash interface as your default, so that loads automatically. You can also add the “?nrd=true” flag to the end of your URL, as another option.
3. How do I install a new license file?
Go into your admin application, click on the system tab, and then click on license. There, you can select your new license file and upload from this interface. The license should show how many users you have, server license, and IP address. Note – software upgrades from v9.1 require an updated license.
4. Why will the auto uploader not upload files?
The auto uploader is a great way to get Excel files into iDashboards, it’s a brand-new driver that allows you to upload files with a lot more accuracy than you could in the past. If you are unable to upload files, you need to make sure that the workbook auto upload is enabled. When enabled, it will say “TRUE” in its setting value in the Data Hub or admin application.
5. What kind of upgrades are available?
We take care of upgrades if you are hosted automatically, but if you are on-premises we provide two upgrade options:
- CD-ROM Upgrade: This update replaces your main files and updates your repository. It’s usually run if you already have a 64-bit environment and just need to upgrade the application.
- Production Installer Upgrade: This is an executable file that installs everything (new versions of Java, Tomcat, etc.) and is mostly used for v9.1 of the software or below because it runs to upgrade from a 32-bit environment to a 64-bit. After running the upgrade script, you can use the same repository database. This upgrade takes a little more work to execute, but you only have to configure once and then you can move forward with any new versions.
6. We can’t load Flash. Is there another option for editing dashboards?
Absolutely – just use the desktop application! It’s a lightweight application that allows you to connect directly to the server and build, edit, and view dashboards. The desktop app is the preferred way to edit and view dashboards. If you are on the free trial of iDashboards and are unsure what URL to use, simply contact support.
7. My drilldown isn’t working. What can I check?
You’ll want to check what axis value you are sending by right clicking on your dashboard. Go into chart designer and click on the drilldown tab to see what value is being set as a parameter. If you are filtering on something you weren’t expecting, the chart may be broken or showing incorrect information. You can also check this in chart diagnostics.
8. What kinds of things can I drill down to?
Here’s a list of various elements you can drill down to (and how to do it) in a named user account:
- Charts: Changing the graphic that’s in the place you want to click to. After you drill down, make sure you click that back button.
- Dashboards: Open up a completely new dashboard focusing on a small part of the original dashboard. An example of this would be clicking on a state from a map chart on the original dashboard to open up a dashboard with information about that specific state.
- Reports: Show the same data, but in an Excel table format.
- Chart Reports: A more centralized view of the actual chart you were interacting with in the beginning
- Web Page: Click on a value and have it open to a real web page. This may be useful for linking to a page that provides more information about complex topics or terms.
- Chart Pivots: Keep in mind that if you click on an axis in a different chart, it will change that in the other charts as well.
- Dashboard Parameters: Filter the information coming into the dashboard to reflect the value that you’re clicking on.
9. What can I check when my dashboard parameters are not changing my chart data?
Inside of chart designer, you can set up chart parameters and filters for the data you are looking at. You should have a parameter defined and a filter on that parameter in order to interact with it and have it change the chart directly. You’ll have some chart configuration to do in order to get it to actually work with the dashboard.
10. How else can I submit a support ticket?
There are 3 options for submitting a support ticket:
- Visit: https://oskar.idashboards.com/hc/en-us
- Email: firstname.lastname@example.org
- Call: (248) 528-7190 (Available Monday – Friday, 8:30 am – 6 pm EST)
For more updates from our 2018 iDashboards Conference, follow us on social media @iDashboards with the hashtag #iDashboards18!
John Lin Pre-Sales Engineer @iDashboards
John Lin has been with iDashboards for about a year, starting in support and quickly moving on to pre-sales. He joins us with over 20 years of prior IT experience. If you’ve requested support within the last year, chances are good you’ve already spoken to John.
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