Map Service not listed in Analytics > ArcGIS Servers

I've got a map service (that I've had a for a long time) that is not appearing in my list of services under ArcGIS Servers.

I can locate the service under the Essentials app that uses it and it has an "i" icon and says "Pending first collection." "Service Alarms" tab shows 200 status and 1.41 seconds response time.

Users of this service are frequently getting an "Error performing identify operation on service" message. I'm unable to recreate this error, even when they are getting it. My hunch is a connectivity problem (they are in a different location than I).

How can i get this service connected to Analytics? More importantly, how can I resolve the error?