🔍 Overview
In some cases, triggering a Site Explorer refresh or running a Scan and Recalculate in OTTO may appear to complete — the screen briefly responds — but your data remains unchanged or missing. This article explains why this happens and what steps to take to get your data refreshed.
⚙️ Why This Happens
A refresh request is processed in the background by our internal systems. Occasionally, there can be a delay between when you trigger the refresh and when the updated data becomes visible on screen. The action may have been successfully queued even if the interface did not clearly confirm it. Additionally, our team is actively working to improve how domain metrics are retrieved for OTTO, which may affect refresh behaviour in some situations.
🛠️ What to Try First
- Wait and reload: After triggering a refresh, wait a few minutes and then fully reload the page in your browser. Background jobs can take time to complete, and a stale browser cache may prevent updated data from appearing.
- Check OTTO again after the crawl finishes: Navigate to your OTTO dashboard and confirm that the Scan has fully completed before checking your metrics. Results will not update until the scan reaches 100%.
- Clear your browser cache: If the page still shows old data after reloading, clear your browser cache and cookies, then revisit the page. This rules out a local display issue.
- Try a different browser or incognito window: If clearing cache does not help, open the platform in a private/incognito window or a different browser to confirm the issue is not browser-specific.
- Re-trigger the refresh if needed: If data is still missing after following the steps above, navigate to your OTTO dashboard and initiate another Scan. Monitor the page over the next few hours to see if metrics update.
📊 When the Issue Requires Our Team
If you have followed all the steps above and your Site Explorer or OTTO data still has not updated after several hours, the refresh may need to be manually applied by our internal team — as was the case in situations like this previously. This is not something you can force from the platform interface alone.
In this scenario, contacting support promptly gives our team the best chance of resolving it the same day.
💡 Tips to Avoid This Issue
- Allow sufficient time after a Scan before checking OTTO metrics — large sites can take longer to process.
- Avoid triggering multiple consecutive refreshes in quick succession, as this can cause queuing delays.
- If you need data refreshed by a specific date, contact support in advance so our team can prioritise your request.
🙋 Still Need Help?
If your data is still not updating after following the steps above, our team can es