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  1. Thread AuthorThread Author   #1  
    Dundy1's Avatar
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    Exclamation Instagram on iPhone - Insights not working (Unknown error)

    Dear All,

    I was not sure which forum to turn to with this questions, please see reasons explained below:

    I am using an iPhone 6 with the latest iOS and have converted my Instagram (IG) account to a business successfully. However when I click on the Insights icon in the top right or the "View Insights" under my photos it shows "loading", even shows the period of time the stats would cover but then I get the following error message:

    Unknown error
    Please try again later


    This has been the same for 2 weeks and none of the following helped:

    I reinstalled the app, restarted the phone, degraded IG account back to person and then upgraded it back to a Business one, nothing helped. And no, it's not because the upgrade to iOS 10, it has not been working for weeks.

    I sent 3 bug reports to Instagram via the app's "Report a problem" option but I never got any response. After googling I learned that there is no such a thing as Instagram customer support that you could contact and submit a ticket to. The reports on my FB Support Mailbox are shown as "submitted" and not reviewed.

    Instagram basically leaves its users in the dark and their business motto seems to be: if you have an issue, turn to the FAQ, if that didn't help, then suck it up and hope that the next release will solve it. Pretty sad. Hence I am turning to this forum for help.

    Has anyone ever had the same issue and if yes, were you able to solve it?

    Thank you for any help in advance!
  2. #2  

    Default Re: Instagram on iPhone - Insights not working (Unknown error)

    Have you tried the following website?

    https://help.instagram.com
  3. Thread AuthorThread Author   #3  
    Dundy1's Avatar
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    Default Instagram on iPhone - Insights not working (Unknown error)

    Of course, that was the first thing I tried.

    The Instgram "help" website offers very limited help to basic issues. It does not let you submit a ticket or to contact them in any other way.

    So if your issue and a solution is not listed there, then tough luck. Extremely disappointing.
    Last edited by Dundy1; 09-17-2016 at 10:31 AM.
  4. Thread AuthorThread Author   #4  
    Dundy1's Avatar
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    Default Re: Instagram on iPhone - Insights not working (Unknown error)

    Anyone else having this issue?
  5. #5  
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    Default Re: Instagram on iPhone - Insights not working (Unknown error)

    Quote Originally Posted by Dundy1 View Post
    Anyone else having this issue?
    I am, extremely frustrating. Instagram's app support is one of the worst I have seen. I think you may need to switch to the business account for 7 days before it starts working but I haven't tested that myself. How long habe you had your account?
  6. Thread AuthorThread Author   #6  
    Dundy1's Avatar
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    Default Re: Instagram on iPhone - Insights not working (Unknown error)

    For me it's been 14-20 days. Like I said I can see that all the bug reports I had submitted via the Instagram app were registered (thet are there under my Facebook account's support mailbox - didn't even know there was such a thing until I found it accidentally) but they didn't care to review or process it yet.

    I understand FB bought Instagram but how can they leave the users with absolutely no support is beyond me.
  7. #7  
    ecuatraveler's Avatar
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    Default Re: Instagram on iPhone - Insights not working (Unknown error)

    Hi I got the same problem, did you manage to make it work? it suck
  8. Thread AuthorThread Author   #8  
    Dundy1's Avatar
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    Default Re: Instagram on iPhone - Insights not working (Unknown error)

    No, I still get the unknown error message and Instagram is ignoring my bug reports.
  9. #9  
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    Default Re: Instagram on iPhone - Insights not working (Unknown error)

    I am experiencing the same problem but thus far it's only been going on for 2 days. Let us know when you had some positive developments!
  10. Thread AuthorThread Author   #10  
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    Default Re: Instagram on iPhone - Insights not working (Unknown error)

    Negative, no solution yet. Will post here for sure if/when this gets resolved.

    In the meantime, everyone please keep submitting error reports via the app and let's hope that one day our complaints to Instagram will be heard.
  11. #11  
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    Default Re: Instagram on iPhone - Insights not working (Unknown error)

    Have totally same problem... Writing to Fu**in Instagram support doesn't help, they just ignore it. third day nothing help(
  12. Thread AuthorThread Author   #12  
    Dundy1's Avatar
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    Default Instagram on iPhone - Insights not working (Unknown error)

    Let's make sure that everyone having this issue file complaints via ALL THREE of the following channels:

    1) Instagram app (Options / Report a Problem / Something isn't working)

    2) Facebook Business Help Community (in case anyone would wonder why, Facebook owns Instagram):

    https://www.facebook.com/business/he...74795442086924

    3) here on this thread on iMore forum.

    Naively (?) hoping that if there will be enough complaints they will bother to attend to it.
    Last edited by Dundy1; 09-26-2016 at 02:37 AM.
  13. Thread AuthorThread Author   #13  
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    Default Re: Instagram on iPhone - Insights not working (Unknown error)

    Good news!

    Upgrading the Instagram app to 9.4 (just came out) fixed this issue and Insights is working finally.
    Lamloumh likes this.
  14. #14  
    Lamloumh's Avatar
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    Default Re: Instagram on iPhone - Insights not working (Unknown error)

    Hi, i have exactly the same issue!! did anyone find out how to solve it? please let us know.
  15. Thread AuthorThread Author   #15  
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    Default Re: Instagram on iPhone - Insights not working (Unknown error)

    Quote Originally Posted by Lamloumh View Post
    Hi, i have exactly the same issue!! did anyone find out how to solve it? please let us know.
    Hi,

    Please see my last comment. The latest update of Instagram that came out yesterday (Sept 26th) on iOS has solved this bug. I see that you "liked" that post but it's not clear if you checked in the app store to make sure your IG received its more recent update?

    Do you still have this issue after updating your Instagram app within the last 48 hours?
  16. #16  
    Lamloumh's Avatar
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    Default Re: Instagram on iPhone - Insights not working (Unknown error)

    Hi,

    yes i saw your post after posting mine.
    i updated it and it seems to be solved now.

    Thanks,
  17. Thread AuthorThread Author   #17  
    Dundy1's Avatar
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    Default Re: Instagram on iPhone - Insights not working (Unknown error)

    Great.

    Instagram having an extremely unresponsive customer support team (or not having one) is shocking.

    However, this got solved and that is good news.
  18. #18  
    Lamloumh's Avatar
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    Default Re: Instagram on iPhone - Insights not working (Unknown error)

    Hello Everyone,

    the issue came back

    i dont know what is wrong with Instagram these days!
  19. Thread AuthorThread Author   #19  
    Dundy1's Avatar
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    Default Re: Instagram on iPhone - Insights not working (Unknown error)

    Same here! It was working fine 8 hours ago and not I also keep getting the same error message. This is getting really annoying.
  20. #20  
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    Default Re: Instagram on iPhone - Insights not working (Unknown error)

    Updated the app but I still got the error straight away... is anyone's actually working??
  21. Thread AuthorThread Author   #21  
    Dundy1's Avatar
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    Default Re: Instagram on iPhone - Insights not working (Unknown error)

    The update came out on the 26th and it worked in the first 48 hours.

    Then today it stopped working.

    To answer your question, this feauture works for a lot of people but there is a relatively smaller (only IG knows how small of a ) group who has this issue.
  22. #22  
    tblakemore58's Avatar
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    Default Re: Instagram on iPhone - Insights not working (Unknown error)

    I've got the issue lol, It's so annoying!
  23. Thread AuthorThread Author   #23  
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    Default Re: Instagram on iPhone - Insights not working (Unknown error)

    Quote Originally Posted by tblakemore58 View Post
    I've got the issue lol, It's so annoying!
    It is, indeed.

    If not done already, please report this error through the following ways:

    1) Instagram app (Options / Report a Problem / Something isn't working)

    2) Facebook Business Help Community (in case anyone would wonder why, Facebook owns Instagram):

    https://www.facebook.com/business/he...74795442086924

    Here, please make sure you scroll up to the first post by Viktoria and click on the triangle pointing upwards (highlighted in yellow in the image below). By voting to rate this as a "Good question", I am hoping that the thread will get more attention:

    Click image for larger version. 

Name:	Instagram Insights bug.jpg 
Views:	58 
Size:	43.5 KB 
ID:	112398

    Thanks!
  24. #24  
    Anton Yatsushko's Avatar
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    Default Re: Instagram on iPhone - Insights not working (Unknown error)

    Same here! Although I use android Galaxy S4 and it doesn't say "error" just a white screen
  25. #25  
    tblakemore58's Avatar
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    Default Re: Instagram on iPhone - Insights not working (Unknown error)

    When's it going to be fixed??
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