Peter Liapin on Sun, 09 Feb 2014 15:55:04

I have couple apps listed in Office Store and it seems like my metrics for both apps are frozen. There is information on the main metrics screen saying:

"UPDATED Sunday, February 09, 2014 Includes metrics for up to four weeks."

however the reports show data only till 2/1/2014 (1st of February). I checked my statistics many times during the last 8 days - no counts where updated, i.e. downloads and browser hits stayed the same all the time.

Can someone please check if there is a bug in my reports?


JulianKirkness on Mon, 10 Feb 2014 08:10:37

I am having exactly the same problem from the same date. I reported it to MS a week ago and they tell me they are working on it nut still no fix! I hope no actual sales are being lost!

Philip Harney on Thu, 13 Feb 2014 15:26:15


Thank you for bringing this issue to our attention. You are correct: there is an issue with the synchronization process that updates your metrics. We’ve been investigating this issue and we are working to identify the cause and fix it. We have the data in our system, so once the issue is resolved your totals will take account of the intervening period. Apologies for any inconvenience caused.

Program Manager, Office Store

Peter Liapin on Fri, 14 Feb 2014 09:47:02

Hello Philip,

Thank you for you reply. Please, keep us posted about status of this issues. We are really waiting for this fix as we have realeased a new app and it would be handy to see the stats for it.

FYI: I checked my stats today - some data has changed. I can defenetly say that Browser Hits value increased for our Unpivot Table for Excel App. But the latest date for the statistics is still 1st of February 2014.

JulianKirkness on Fri, 14 Feb 2014 11:24:31

Hi Philip

I have also noticed a slight increase in the Browser Hits figure today - not as much as you would expect though.

I am really looking forward to these being correct as my apps have only been on the store  for about 5 and 4 weeks!


Philip Harney on Tue, 18 Feb 2014 21:34:33

The change you noticed was part of our putting a fix in place. Due to the volume of data involved, it will take some time for your metrics to catch up to the present day, but you should be seeing more data now and will continue to do so until the metrics are up to date. 

Peter Liapin on Thu, 20 Feb 2014 09:47:35

That is right. The data is coming slowly, from time to time. Do you have any fixed schedule for syncronization? I just can not catch the logic - the data just eventually jumps up to the next date.

Another problem which still remains is my new app witch has no stats yet - SendGrid Reports for Excel. 9 days passed since the time it was published, but stats are still missing.

Philip Harney on Mon, 24 Feb 2014 10:49:03

I'm afraid I'm not able to predict exactly how long complete synchronization will take since the data volumes fluctuate day-to-day and it's quantity of data, rather than timeline, that is the determining factor in how fast we'll get the data up to date.

As for your new app, the lack of data is due to the synchronization still being behind its date of publication. It should appear once the data synchronization catches up to its date of release.

JulianKirkness on Fri, 28 Feb 2014 04:56:38

As I have said in an email to support, this has now been going on for ages and I am getting very frustrated by the App Store experience in general - when on earth are we going to see this sorted out - I am keen to get an idea how my apps are doing and at the moment we can obviously have absolutely no faith in the numbers at all!!!

Peter Liapin on Tue, 04 Mar 2014 15:28:18

I'm not sure why, but yesterday I checked my SellerDashboard and I see that all comment counts are missing now. That is very strange how all this works. I have some reviews for my apps for almost 1 month, but there are not accounted in the rating and not shown on Seller Dashboard. After 1 month or so they appeared in Seller Dashboard, but still where not accounted in apps rating. And now they all gone even from Seller Dashboard. That makes no sense to me.

Philip, when you say about data volumes what is the amount of data we are talking about? I can see there are not more than 300 apps in total in the office store now:

I think that is not a lot at all. How long do you expect syncronization time will take when this amount will grow up, let say to 1000 apps?