Troubleshooting: Market Insight Not Loading

From time to time, users may experience an issue where loading the Market Insight page does not yield any results. These users - most often new users - report that their Market Insight page looks blank, and that they cannot see the physician concentration heat map in mobile or any results on any of the available tabs.

This can occur because:

• A user's profile does not have Market Data territories designated
• An unsupported internet browser is being used, or
• Because cookies are being blocked from the website

Updating User Provisioning

Market Insights access can be restricted by system administrators, which helps ensure that users are provided access to areas (States or Counties) that are appropriate for them. When a new user is created, this area on a user profile is sometimes overlooked, resulting in a lack of access to Market Insights.

To correct this, a system administrator will need to update the user profile using the steps below:

1. Click Admin
2. Click the Users tab
3. Click View on the user you'd like to edit

Next, scroll to the Territories section and click Edit Territories

Here, an administrator can provide the needed level of access dependent upon the purchased market data coverage:

     - An entire state or states. All purchased counties will display if the State option is selected.

     - Individual counties, or

     - Specific ZIP Codes, separated with a space. Though we do provide it as an option, we recommend that users are provisioned with county data rather than a list of ZIP Codes for the best experience, as Market Insights data reporting filters down to the county level.

Once all appropriate Market Insight territories have been added, click Submit to update the user's access.

The user may need to log out and log back in to process the update.

Supported Browsers

Market Insights may also appear blank if the user's web browser is unsupported. Our supported browsers are Firefox, Chrome, or Safari. If Internet Explorer is used, even with correct provisioning, it will appear as though the page is incorrect.

Allowing Cookies

Market Insights may also appear blank if the web browser's security policy has enabled the "Block third-party cookies" option. This is a good safety feature to have, so instead of disabling it we recommend adding Trella Health to the policy's whitelist. This is likely something each user will need to do in their own browser settings. Users can check with their organization's IT Department if a corporate browser policy is in place.

In Chrome

• Go to the URL: chrome://settings/
• Scroll to the bottom, to the section called Allow 
• Click Add
• In the dialog box that opens, paste [*.]playmakerhealth.com
• Click Add

In Firefox

• Go to the URL: about:preferences#privacy
• In the search box, search for "cookies"
• Scroll down until you see the Cookies and Site Data section
• In that section, click Manage Permissions
• A dialog will open which lists allowed websites and let you add a domain to the list
• In the Address of website box, paste api.playmakerhealth.com and click Allow
• Click Save Changes

In Safari

• From the Safari toolbar, click the Adblock Plus icon and select Open Adblock Plus
• Select the Whitelist tab
• Enter the website URL and click Add Website
• Close the window