Help and troubleshooting information about IBM Support Insights
Troubleshooting
If you are experiencing issues with IBM Support Insights (SI), please review the scenarios and steps outlined below.
SI displays blank screen upon logging on
If you are encountering a blank/white screen upon a successful login, this might very well be caused by the browser's stored cache and cookies.
In order to clear the cache and cookies, please go to your browser's History or Privacy settings and then locate the setting or button to clear history, cache and cookies.
- Clear the cache and cookies specifically for appdomain.cloud and try accessing the application again.
- If step 1 does not remedy the issue, also clear the cache and cookies specifically for ibm.com try accessing the application again.
- As a final step, it might help to restart your browser before attempting to access the application once more.
Below is a simple walk-through on how to delete cache and cookies for specific websites across the top 5 most used browsers worldwide:
| Browser | Steps to clear cookies and cache |
|---|---|
| Google Chrome | Go to the three dots on the top right-hand side of the browser and click on Settings, and then navigate to the Privacy and security section. Once there, click on Site settings and on the next screen, click on View permissions and data stored across sites. On the top right-hand side of the screen you will see a search bar, where you can type the specific site for which you wish to remove cookies/cache. Once you have located the site in the list, click the bin icon next to its name and then on Clear in the pop-up that follows. |
| Safari | Go to the Settings and then click on Privacy, and then click on the Manage Website Data button. Once there, you will see a search bar on the top right-hand of the newly opened pop-up window, where you can type the specific site for which you wish to remove cookies/cache. Once you have typed in the name of the website, and you see it on the screen, click on Remove All. In the pop-up window that follows, click on Remove Now to confirm your choice and then click on Done to close the website data screen. |
| Microsoft Edge | Go to the three dots on the top right-hand side of the browser and click on Settings, and then navigate to the Cookies and site permissions section. Once there, click on Manage and delete cookies and site data and on the next screen, click on See all cookies and site data. On the top right-hand side of the screen you will see a search bar, where you can type the specific site for which you wish to remove cookies/cache. Once you have located the site in the list, click the downwards facing arrow next to its name and then click on the bin icon. |
| Mozilla Firefox | Go to the three horizontal lines on the top right-hand side of the browser and click on Settings, and then navigate to the Privacy & Security section. Scroll down to the Cookies and Site Data section and click on the Manage Data button. In the beginning of the newly displayed pop-up, you will see a search bar where you can type the specific site for which you wish to remove cookies/cache. Once you have typed in the name of the website, and you see it on the screen, click on Remove All Shown. Then click on Save Changes and confirm your choice on the pop-up that follows by clicking Remove. |
| Opera | Go to the three horizontal lines on the top right-hand side of the browser, scroll down and click on Go to full browser settings, and then navigate to the Privacy & security section. Once there, click on See all cookies and site data. On the top right-hand side of the screen you will see a search bar, where you can type the specific site for which you wish to remove cookies/cache. Once you have located the site in the list, click the Remove All Shown button and then confirm your choice by clicking the Clear all button on the pop-up that follows. |
SI screen loading hang or freeze
Upon successful login, you ought to be able to navigate to the application's pages using the side navigation on the left-hand side of the screen. If you click on a particular page and the application begins loading the page and hangs on the page loading screen or freezes, please consider the following possibilities:
- An application update might be in progress. Please, close the browser window, clear the browser cookies and cache and attempt a new log in after some time.
- Your device's processing memory might be overloaded. If your entire browser freezes, please wait a few minutes without pressing any keys or anything on the screen. If the issue persists, please consider closing some applications on your device to free processing memory capacity, or restarting your device.
- Your internet connection might be disrupted. Please, check your device's internet connectivity - either in the device's settings or by attempting to access a few other websites.
No access to a particular client
Upon successful login, you ought to be able to switch clients from the client dropdown menu at the start of the page, if you have been granted access to more than 1 client. For more details on client navigation, please see the switching between client accounts section.
If you have previously been granted access to a particular client and are unable to locate their client account in the dropdown menu, please reach out to the client's account manager in order to make sure appropriate access has been given to you, or raise a support request using IBM's MySupport portal, as outlined in the next section.
Getting help with IBM Support Insights
If you are experiencing issues with SI not mentioned in the previous section, you may submit a support ticket in IBM's Cognitive Support Platform (CSP). In order to do so, please execute the following steps:
- Go to the My Support - "Open a case" page via this link.
Note, you need to be logged in with your IBMid in order to see the following on the page:
For more information on IBMid, go to the IBMid information section.
If you were not previously logged into your IBMid and are prompted to do so, upon logging in you will be taken to the My Support homepage. Then click on the
Open a casebutton located on the upper right-hand corner of the screen in order to get to the designated page for opening your support case. -
Once you are on the page from the screen shown above, populate the required fields as follows:
- Type of support - choose Product support
- Case title - enter a title for your new support case
- Product manufacturer - choose IBM
- Product - choose Support Insights
- Severity - select the most appropriate severity level for your new support case from the provided list of options
- Description - enter a description of the issue you are experiencing with the application. Please, try to detail your trouble thoroughly and make sure to include the client name of the client account you were in when you encountered the problem. If possible, include steps to reproduce the issue and the browser used when the issue occurred
- Select your preferred language - select the language in which you would like to be contacted by the support team
Additionally, you may also fill in the non-mandatory fields on the page, namely Client reference number and Case contact number.
Please note, creating support tickets for the Technical Support Appliance (TSA) is done using the same portal, but the fields need to be populated differently. If you wish to create a TSA-related support ticket, please follow these instructions.
- Once you have populated the required details on the page, click on the
Submit casebutton at the end of the page. This will create your CSP support case and generate a CSP support case reference number which you may use to monitor the progress of your issue.
Viewing your support cases
To monitor the progress on support cases you have previously submitted, you may go to the My Support - Cases page via this link. In this page, you will see a list of all support cases you own and all support cases you have been invited to - in other words, support cases which you have access to that were submitted by other users.
Make sure the first dropdown filter on the page describes the support cases you wish to see. By default, the filter is set to display open cases owned by you. It may be toggled to display closed cases owned by you or all cases owned by you, as we all as open, closed and all cases you have been invited to.
For more information on working with the My Support page, go to the My Support getting started guide.
Feedback and suggestions
If you wish to share feedback about your experience with SI or wish to make improvement suggestions, please contact us at ibmsi@us.ibm.com.