Can't get stats to work

[dpoindexter]

Hi, I have tried several different things to get my stats working, but with no success. I have it enabled in ClearContext > Options > Misc > Privacy. I am running ClearContext Pro 5.2.0 in Outlook 2010 Plus on Win7. I have tried disabling the iTunes Add-In, but that did not help. I have also repaired my Office 2010 Plus. Any other suggestions?

[ClearContext Support]

I moved this post to our scorecard support forum.

Our records indicate that the Outlook ID associated with your account has never uploaded data to our systems. I have removed the relationship. Press the more button again and log into the forums. Let me know if data appears. If not, I'll take a look and see if the Outlook ID was re-associated to your account. Assuming it is, it appears that some type of security on your end is presenting your stats data from being communicated to our servers.

[dpoindexter]

Hi. I clicked "More" in Outlook and it said "No data..." Then I clicked "forums" and logged into the site. I revisited "stats" and it still indicated "No data...". I then clicked "More" in Outlook again. Still no success.

I'm not sure what you mean by "it appears that some type of security on your end is presenting your stats data from being communicated to our servers." I am running no software firewall. Can you specify which ports need to be opened on our hardware firewall and I'll try that.

Otherwise, it must be something else interfering (add-ins, etc.) or a bug with ClearContext.

Thanks for your help. I would really like to get this working properly.

[ClearContext Support]

It appears that you are running into the same issue as this guy. If you log into a different network and click more is the issue resolved?

[dpoindexter]

I don't think so. "This guy" had a network related issue. To my knowledge we are not blocking any pertinent ports. However, if you can share what port(s) need to be open, I can ensure our hardware firewall is configured appropriately.

By the way, the forum time/date stamp on your post states "Mon Nov 29, 2010 4:19pm". However, I just received the notification of your post today (two identical emails at 4:00pm. I thought you would want to know.

Thanks.

[Scott - CC Support]

No unique ports are used. In theory if you can browse the web, your stats should be uploaded.

Are you using a laptop? If so, have you had the opportunity to log onto a different network to eliminate that as the source of the issue?

Thanks.

[dpoindexter]

How this be called a network related issue if there are no firewall rules in the way? What protocol does ClearContext use to send stats, HTTP or something else?

I am not using a laptop and there is no network to "log in to". We are not on a domain controller. It's just a hardware firewall connected to a DSL modem. There are no other internet access issue here. So this seems to be a ClearContext issue. Can you please check into this?

Thanks.

[Scott - CC Support]

Please go to ClearContext > About > Email Support and send us the data in that email. Attach a zip of your cc_user.db. It's located here:

C:\Users\{USER_NAME}\AppData\Local\ClearContext\ClearContext Information Management System

Where {USER_NAME} is your Windows login name. You may need to display hidden files and folders to find this directory.

Also include a screen print of ClearContext > Options > Misc.

Thanks.

[dpoindexter]

The requested information has been sent several times, but evidently it did not go through previously. Can you confirm you received my email? Thanks!

[Scott - CC Support]

We have not received any support emails in your name or from your registered email address. I have double-checked our junk mail folders, but there is nothing there. Can you resend from another email address?

[dpoindexter]

I just resent it again. I am getting no bounce backs and it is being sent to premium.support at clearcontext.com from dpoindexter at nvisionative.com. I can send it from another email address too, but I don't think that is the problem. I have had no problems with outgoing email to others. Thanks.

[dpoindexter]

I just got an automated response from support, so I am assuming you finally received it. Thanks!

[Scott - CC Support]

Just sent a reply.