When Independent Analytics updates, it is normal to see the following screen immediately following the update:
In some updates, we need to make large changes to the structure of the database tables. For small sites, this takes seconds, but for sites with hundreds of thousands of visitors, it can take a couple of minutes.
However, if you have seen this screen for much longer than five minutes, then this means the update process failed. While we do our best to test every update thoroughly, there are times when these changes conflict with a site’s database environment.
If this has happened to your site, please email us at firstname.lastname@example.org, and we will work with you one-on-one to get it resolved.
We may need login access (live or staging) in order to fully debug the issue, and then we will be able to fix it. The steps to resolve a failed update are highly technical and often unique to each site, so we are not able to include step-by-step instructions here.