Usage Statistics Page Not Loading

Overview

Some users may experience an issue where the Usage Statistics page on the JoVE platform does not fully load. In this situation, only the default header or recommendation section may appear, while the actual usage data and view statistics do not display.

This issue is typically related to browser settings, cached data, or cookie restrictions, rather than a problem with the JoVE platform itself.

This article provides troubleshooting steps to resolve the issue before contacting JoVE Support.

Symptoms

Users may report one or more of the following:

  • The Usage Statistics page loads partially

  • Only the recommendation or header section appears

  • Usage data or view counts are missing

  • The page continues loading indefinitely

  • The statistics section never appears below the header

Example affected page:
https://app.jove.com/account/usage-statistics/[institution ID]

Step 1: Confirm You Are Logged In

Access to usage statistics requires a JoVE account with librarian or account management permissions.

Please confirm:

  • You are logged in at:
    https://app.jove.com

  • Your account has librarian or account management access for the institution.

  • You are using the correct institution usage statistics link.

If you are unsure whether you have the required permissions, please contact JoVE Support.

Step 2: Clear Browser Cache and Cookies

Stored browser data may prevent the statistics page from loading correctly.

Resolution Steps:

  1. Open your browser settings.

  2. Locate Privacy and Security settings.

  3. Clear:

    • Cached images and files

    • Cookies and site data

  4. Restart the browser.

  5. Log back into JoVE and access the Usage Statistics page again.

Step 3: Enable Third-Party Cookies

The Usage Statistics page may require third-party cookies to load certain elements.

Please verify that:

  • Third-party cookies are enabled in your browser settings.

  • Your browser is not blocking embedded content or scripts.

If cookies are blocked, the statistics data may fail to load.

Step 4: Try a Different Browser

Browser extensions or security settings may interfere with page loading.

Recommended test:

  • Open the page using a different browser such as:

    • Google Chrome

    • Microsoft Edge

    • Firefox

    • Safari

Then access the usage statistics page again and wait for the data to fully load.

Step 5: Log Out and Log Back In

Refreshing your login session may resolve the issue.

Resolution Steps:

  1. Log out of your JoVE account.

  2. Close the browser tab.

  3. Log back in at:
    https://app.jove.com

  4. Navigate directly to your institution’s usage statistics page.

Step 6: Allow Time for the Page to Load

In some cases, the statistics page may take several seconds to load, especially when retrieving data for large date ranges.

Please wait for the page to finish loading to allow the usage charts and statistics tables to appear below the header section.

When to Contact JoVE Support

If the issue persists after completing the troubleshooting steps, please contact JoVE Support and include the following information:

  • Your institution name

  • The usage statistics URL you are accessing

  • Your JoVE account email

  • The browser and device you are using

  • A screen recording showing the issue and the troubleshooting steps performed

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