Common Account Questions
Here our Customer Success Managers provide the answers to our most commonly asked account questions
- 14 Topics
- 10 Replies
Not receiving important update emails about your Looker instance? You might not have designated a technical contact for your account, who is automatically signed up to receive important notifications such as security updates, major bug fixes, and new Looker releases. Designating this role for your account is also an important step because our support team will require that any of your requests for major changes are approved by this contact.You can designate a technical contact in the Settings page in the General section of the Admin menu by entering your email address in the field shown in the screenshot below. More details on this are also available through the following link.
If you are interested in migrating to Looker Hosted, contact your Field Sales Representative to get the process started. It takes time to collect all the information needed to have a successful migration. We are here to help!To start out, your FSR will ask you a few questions. These will be provided to our ops team to make sure things go smoothly. At a high level, these are the things to be thinking about: What would you like your hostname to be? Where are the Looker Files Located? What is the current Hostname? Are you clustered? What are your host specs? Will you be hooking up a tunnel, or will you be using our allowlist IPs? How big is the Looker user directory? What is the size of your internal database? Which hosting provider? AWS or GCP? What Region? Do you want a custom domain? (this sometimes costs extra depending on your contract) We set up the custom domain first, then we perform the migration. Database Connectivity: You will need to decide how the Looker-hosted instance will
In order to troubleshoot any kind of scheduled delivery failure (SMTP issues, scheduler hiccups, emails not being delivered, etc.) you will need to file a ticket with our DCL chat support team. To get in touch with chat support, please visit our Help Center page or access the chat option directly in your Looker instance.
Looking to create some added/different security to your Looker instance via SAML? Looker is well equipped for that, and multiple customers have enabled this for peace of mind, to fit their use case, or various other reasons! Have a look at this intuitive doc, on how to get started, the setup needed, and how to work with us to get this enabled! Question on this process? Feel free to comment below
How do I get on an open Looker Beta?Knowledge Drop
In order to get on an open beta, go to go to the General Section on your Looker admin panel, and then to the Labs Page. There you can choose to enable the features that you desire. Not all users have the permissions to accomplish this, soyou may need your Looker admin or technical contact to turn this on for you. If you want to read more about it, check out our documentation on Betas!Questions on this process? Comment Below!
How many active Looker users are on my instance?Knowledge Drop
System Activity is a great way to monitor your looker usage to ensure that you are remaining in compliance with your contract. System Activity is an internal LookML model that connects to Looker’s underlying application database- your admin has access to this by default. The explores and dashboards built upon this model show information about all looks and dashboards saved on your instance, user information, historical query information, and instance performance statistics. Here, you will be able to explore your current active Looker users. If you’d like to get a better understanding of how many users you are contracted for and whether or not your usage is in compliance with your license agreement, please reach out to your dedicated Renewals Manager or your FSR.
How can I investigate why my instance is so slow?Knowledge Drop
The first thing you want to do is figure out which dashboards are the slow performers. Our System Activity Pages will give you performance statistics and help with your investigation. Below are some impactful changes you can make for optimizing Looker query performance: Build explores using many_to_one joins. Take advantage of datagroups. Applying datagroups within Explores and using the persist_with parameter, will allow Looker to integrate closely with your backend data pipeline. This will allow cache usage to be maximized without the risk of analyzing stale data. Use persistent derived tables (PDTs). Convert Explores with many complex or non performant joins, or dimensions with subqueries or subselects, into PDTs. Learn about Aggregate Awareness logic to find the smallest, most efficient table available in your database to run a query while still maintaining accuracy. Leverage the Explain in SQL Runner tool for benchmarking. EXPLAIN produces an overview of your database's
Our Looker Engineering Team uses a carefully designed prioritization system to assess issues as they arise. This system is based on several factors such as the impact of the issue and how widespread it is. When you report a bug, you can ask for follow up about its priority to better understand its timeline towards resolution. If you have a question about a bug’s status, please reach out to your Account Manager.
Is Looker training free?Knowledge Drop
Many of our training materials are currently available to you at no cost. However, there are some that do have an additional fee. See below for a full list of offerings: Looker Connect is our new training platform and has learning pathways for data consumers and developers. Check out the “Getting Started with Looker Connect” document attached for more info. We also have two new on-demand courses, Analyzing and Visualizing Data in Looker and Getting Started with LookML. If you are interested in either of these, please contact your Account Team. Looker Certification: The Looker Business Analyst Certification ended on December 31st, 2021 while the LookML Developer exam is available until March 31st, 2022. Check out this doc for more on Looker Certifications. We have a substantial variety of new offerings for Looker training in Looker Connect and in Google Cloud Skills Boost, and many culminate in skill badges. Skill badges are a useful tool to show proficiency in a specific area. L
How Do I Get a Custom URL / Domain?Knowledge Drop
Some customers choose to add a custom/vanity URL (also known as adding a custom domain) to their Looker instance. This is typically done to avoid third party cookie issues. If you are interested in this, please reach out to your Account Manager as it may incur additional charges. In addition, please review the breaking changes that can occur when adding a custom URL here. Questions on this process? Comment below!
Where can I get a copy of the SOC 2 Compliance Report?Knowledge Drop
For a copy of the SOC 2 compliance report, please reach out to your Account Manager. Once that is received, a request to share the report with you will be submitted. You will then receive an email from Google's Engineering Compliance Team with the appropriate report. Questions on this process? Comment below!
Whether you want to explore our early access release option, our extended support release program, or would just like to temporarily pause updates on your instance, please reach out to your dedicated account manager to make any changes to your release schedule. If you choose to pause your schedule, please also work with your account manager to unpause release updates when the time is right for you, as your schedule will not go back to default automatically. Be sure to refer to our documentation on our release overview to better understand our update processes and your release options.
Where can I submit a feature request?Knowledge Drop
Please refer to this community post which describes our new Pendo feedback process. You can now see a link in the help dropdown in Looker that says “Product Idea?”. Click that link and you’ll be taken to their request dashboard. From there, you can see what’s coming, what others have suggested, and what’s recently been released.Please note that we review requests regularly to read and tag them, but you may not get a direct response immediately. Our roadmap doesn’t change that frequently, so if a feature isn’t already on it, the most likely situation is that we’ll mark it as “Awaiting Feedback”. This means we’ll keep an eye on the request, see if other users are running into similar problems, and think about how we can address it in the future.
My looker instance is down. Who do I talk to?Knowledge Drop
If you are experiencing a complete loss of application functionality, causing a critical impact on business operations, the fastest way to get in touch with technical support is to reach out to email@example.com. You can expect a response time within 1 hour during business hours for critical cases, and within 2 hours during off hours. Be sure to reference our help article for more information on business hours and support details. For general matters, you can reach Looker Support by using our in-app chat application. Click the Chat option from the Help Menu in the upper right-hand corner of the app, and type your question. Alternatively, you can submit a request using this request form.
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