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\uD83E\uDD14 Problem

Charts do not display correctly on the portal. Users see empty spaces where charts are supposed to show.

\uD83C\uDF31 Solution

Find below troubleshooting steps to follow if charts are not showing on the portal. Images can be found below each set of steps, to make them easier to follow.

The numbered red circles indicate the order in which the steps need to be executed.

Step 1 – Ask probing questions

Prior to any technical troubleshooting step, it is important to ask probing questions to narrow the scenario down and determine the impact (users, browsers, devices). Having a clear understanding of the actions taken by the user will prevent us from making unnecessary efforts.

Info

Skip steps performed by the user, unless there are reasons to believe the steps might not have been followed correctly.

  1. When did you first notice this issue?

  2. Do you recall making any changes prior to the first occurrence of this issue (i.e. updates, installing new software, etc.)?

  3. Have you tried using a different browser?

  4. Have you tried using a private session (also known as Incognito or InPrivate)?

  5. Are there any extensions installed on the browser?

  6. Have you tried using a different device?

  7. How many users are affected?

Step 2 – Try using a different browser or device

This will help isolate the issue. It could be caused by an specific browser setting or certain configurations from the current device. If the issue is being experienced on a domain-joined device and some settings are managed by the organization, it could be worth trying from a different device that is not part of the domain to rule out organization-wide policies as the root cause.

Step 3 – Clear history, cache, and other browsing data

Most of the times, issues displaying websites can be fixed by simply clearing the browsing data. Find below steps to clear cache on different browsers.

Expand
titleOn Google Chrome

  1. Use the Ctrl+H shortcut to launch the History window.

  2. On the History window, click Clear browsing data on the left panel.

  3. On the Clear browsing data window, make sure to check Cookies and other site data, and Cached images and files. Also, make sure to select a time range wide enough to include the date when the issue started.
    Optional: On the Advanced tab, you can also check Site Settings.

  4. Click on Clear data and then refresh the page.

Expand
titleOn Mozilla Firefox

  1. Click on the three horizontal lines menu on the top-right corner of the browser window.

  2. On the context menu that appears, click on History.

  3. Click on “Clear recent history…”

  4. On the Clear Recent History window, make sure to check Cookies, Cache, and Site Settings. Also, make sure to select a time range wide enough to include the date when the issue started.

  5. Click OK and then refresh the page.

Expand
titleOn Microsoft Edge

  1. Click on the three horizontal dots menu on the top-right corner of the browser window.

  2. On the context menu that appears, click on History.

  3. On the History window, click on the three horizontal dots menu.

  4. Click on Clear browsing data

  5. On the Clear browsing data window, make sure to check Cookies and other site data, Cached images and files, and Site permissions. Also, make sure to select a time range wide enough to include the date when the issue started.

  6. Click on Clear now and then refresh the page.

Step 4 – Try using a private session (Incognito/inPrivate)

Other possible culprits are the browser extensions. By default, most extensions will be disabled during private sessions. This is why it could prove helpful to load the affected website from an Incognito/inPrivate window. Find below steps to start a private session on different browsers.

Expand
titleOn Google Chrome

  1. Click on the three vertical dots menu on the top-right corner of the browser.

  2. On the context menu that appears, click on New Incognito window.

Expand
titleOn Mozilla Firefox

  1. Click on the three horizontal lines menu on the top-right corner of the browser window.

  2. On the context menu that appears, click on New private window.

Expand
titleOn Microsoft Edge

  1. Click on the three horizontal dots menu on the top-right corner of the browser window.

  2. On the context menu that appears, click on New Incognito window.

Tips: Both Google Chrome and Microsoft Edge will launch a new private window if you use the Ctrl+Shift+N shortcut. If you are using Mozilla Firefox, you can use Ctrl+Shift+P instead.

Step 5 – Check JavaScript permissions on your current browser

One of the most common reasons why some elements might not load correctly on a web page is that JavaScript permissions have been blocked. Find below steps to check this settings on different browsers.

Expand
titleOn Google Chrome

  1. Click on the three vertical dots menu on the top-right corner of the browser window.

  2. On the context menu that appears, click on Settings.

    • Alternatively, you can also access Settings by pressing Alt+F (to open Menu) and then press the S key (to open Settings).

  3. On the left panel, click on Privacy and security.

  4. On the center panel, under Privacy and security, select Site Settings.

  5. Scroll down to the Content section, and click on JavaScript.

  6. Make sure that the Default behavior is set to “Sites can use JavaScript”. Then, go back to the portal and click the Refresh button.

    • You can also press F5 to refresh the page.

Expand
titleOn Mozilla Firefox

  1. Type “about:config” into the address bar of your Firefox browser window, and click enter.

  2. A warning message will display on your browser; click “Accept the Risk and Continue” button to proceed.

  3. Type “javascript.enabled” in the search box to find the preference result of the same name.

  4. If the value is set to “false”, click on the toggle icon to turn on JavaScript. The value should read as “true”.

Now, you just need to restart your Firefox browser and go back to the portal.

Expand
titleOn Microsoft Edge

  1. Click on the three horizontal dots menu on the top-right corner of the browser window.

  2. On the context menu that appears, click on Settings.

  3. On the left panel, click on “Cookies and site permissions”.

  4. Scroll down to the All permissions section, and click on JavaScript.

  5. Make sure that the toggle is on and set to “Allowed (recommended)”. Then, go back to the portal and click the Refresh button.

    • You can also press F5 to refresh the page.

Step 6 – Collect error logs from the console

If none of the steps above help solve the issue, open the browser’s console and collect error logs. Provide these logs to the Knoema Support Team for further analysis. The steps below apply to most browsers.

  1. Use the Ctrl+Shift+I shortcut to open the Developer Tools (same shortcut for Chrome, Firefox, and Edge).

  2. Select the Console tab.

  3. Right click on the console.

  4. On the context menu that appears, select “Save as…” (Chrome and Edge) or “Save all Messages to File” (Firefox). Save the log file and send it to the Knoema Support Team.

Expand
titleon Google Chrome
Expand
titleon Mozilla Firefox
Expand
titleon Microsoft Edge

🔗  Related Tickets

This guide was created after this issue was first reported on the following ticket:

  • Jira Legacy
    serverSystem JIRA
    serverIdda797849-fa59-3841-bb84-522cdac8fc71
    keyPD-2396

Other occurrences of this issue have been documented on:

  • N/A.