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Basic Troubleshooting

Updated

 

SalesIntel Portal

SalesIntel is a web browser application that pulls data from the server. Since it’s a web-based application, you may encounter some behavior where pages will behave unexpectedly (ie. Page not Loading, Data not updating). Below are some common causes for the app to behave differently.

A. Cached Information

B. Browser configuration

C. Outdated browser

D. Site Access

E. AntiVirus

Below are some steps on how you can troubleshoot this:

Note: If you’re using a Company Issued Device and it’s being administered by your IT Dept, you may have limited access on most of the settings and configuration discussed below. In this case, you will need to reach out to your IT Dept so that they can troubleshoot your machine.

 

Isolation

Before moving with other troubleshooting, try to isolate if the unexpected behavior is only happening to your main profile or to some other browser profile of your browser.

To create Test Profile in your browser, follow the steps below:

  1. Click your profile on the upper right corner of the browser, then click Add.
    mceclip0.png

  2. Select Continue without an Account.
    profile_2.png

  3. Enter a Name for your test profile, select Them Color, uncheck Create Desktop Shortcut, then click Done.
    profile3.png

Once the profile is created, test if you will still encounter the same behavior.

If the issue still persist, please contact Support.

Otherwise, continue with the troubleshooting below for your original chrome profile.

 

A. Cached Information

Browser are designed to download temporary files into your machine so that it can easily access those files the next time you access a page, these are called Cached information.

Having said that, there’s a huge possibility that your browser may pull up outdated information to run the application causing for an extension to behave differently than expected.

When you clear your cache and cookies, all of this information gets deleted. That means that it will log you out on any websites you’re currently logged into, and the load time of previously visited sites will increase because it needs to load the content of the webpage again.

To clear your cache and cookies, follow the steps below:

  1. Click the 3-dots on the upper right corner of chrome. Go to More Tools, and select Clear Browsing Data.
    Alternatively, you can also press CTRL+Shift+Delete on your keyboard for Windows Users, and Command+Shift+Delete for Mac Users.
    cache1.png

  2. Go to Advanced tab. Select the time range for deleting the cache and cookies. It’s recommended to select “All Time” or select the time prior to your first time use of the portal
    cache2.png

  3. Check the boxes for:
     *Browsing History
     *Cookies and Other Site Data
     *Cached Images and Files
     *Download History
     *Autofill form Data
     *Site Settings 
    Then click Clear Data.

    Note: Avoid selecting the Password and other Sign-in data, especially if you don’t have a local copy of your Saved Password in your Chrome.
    cache3.png

 

B. Browser Configuration

This configuration is commonly used by IT Department when they are deploying company provided devices and it’s being administered by them. It’s safe to say that non-Admin users will not be able to change this settings. This settings are commonly used to limit the user to access certain websites, add browsing security, and others. If you have access to this configuration, make sure to check the following.

  1. Go to the 3-dots on the upper right corner of chrome, and select Settings.
    browser1.png

  2. Go toPrivacy & Security, then select Cookies and Other Sites.
    browser2.png

  3. Make sure that it is set to eitherAllow All Cookies, or Block Third-Party Cookies in Incognito.
    browser3.png

  4. Go toPrivacy & Security, then select Security.
    browser4.png

  5. Adjust theProtection Settings until you’ve used “No Protection”.
    browser5.png

 

C. Outdated Browser

To update your Chrome Browser, follow the steps below:

  1. Go to the 3-dots on the upper right corner of the browser.

  2. Select Help, then select About Google Chrome.
    out2.png

  3. Chrome will check for any updates and immediately download them as soon as you open the About Google Chrome page.

  4. After the update has been installed—or if it’s been waiting for a few days—click “Relaunch” to finish the update process.
    out4.png

  5. Chrome will say Google Chrome is up to date if you’ve already installed the latest updates.
    out5.png

D. Site Access

Commonly, for a company provided devices, IT Department set certain restriction in Site Access. If you happen to be an Admin of your machine, you can configure your Window Defender to Allow access to our IP Addresses, otherwise contact your IT Department to manage your Site Access.

Below are the steps to allow this IP Addresses.

  1. Go to Control Panel
    site1.png

  2. Select System and Security
    site2.png

  3. Select Windows Defender Firewallsite3.png

  4. Select Advanced Settings
    site4.png

  5. Select Outbound Routes, and click New Rulesite5.png

  6. Select Custom, then click Next
    site6.png

  7. Select All Programs, then click Next.site7.png

  8. Click Scope. Select These IP Addresses on the “Which remote IP Addresses does this rule apply to”. Then click Add
    site8.png

  9. Add the following IP Addresses:
    https://api.circleback.com/
    18.213.167.170
    54.160.138.237
    site9.png

  10. Select Allow Connections, then click Next.site10.png

  11. Tick all options, then click Next.
    site11.png

  12. Enter a Name for the rule, then click Finish.site12.png

E. AntiVirus

In a very few occasions, certain Antivirus Application has certain configuration that may interrupt execution of certain Apps, this includes Site Accesses, Applcation accesses, etc. During troubleshooting, it would be advisable to deactivate your Antivirus for the time being to isolate this possibilities.

Different Antivirus has different ways of deactivating them. Please refer to the User Guide for your Antivirus.

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