Help Universe

FAQ

Troubleshooting.

Q: Why wont my reports load in the portal?

A: If you’re tying to access a report in the ITBI Portal and the ITBI logo wont stop loading it is most likely an issue with your cookie settings in your browser.

Check if your browser allows third-party cookies, and if not, you need to allow third-party cookies on the ITBI Portal. Depending on which browser you’re using, you allow third-party cookies by doing the following:

In Google Chrome

1. Click the three dots icon (More) in the top right corner, then select Settings.
2. Under Privacy and security, click Third-party cookies.
3. Select Allow third party cookies.

In Microsoft Edge

1. Select the Settings and More Menu (3 dots icon on top right corner of the browser) and then Settings.
2. Go to Cookies and site permissions then Manage and delete cookies and site data.
3. Turn off Block third-party cookies.

In Mozilla Firefox

1. Click the menu button (three horizontal lines) and select Settings.
2. Select the Privacy & Security panel.
3. Under Enhanced Tracking Protection, select the Custom radio button.
4. Deselect Cookies.
5. Select the Reload All Tabs button (shown when multiple tabs are open) to apply your new setting.

In iOS Safari

1. Click on the Safari menu, then Preferences.
2. Select Privacy.
3. Make sure Prevent cross-site tracking is off.
   
4. Make sure Block all cookies is off

You can also choose to only allow third-party cookies on specific sites, e.g. ITBI. Here you need to manually add “smtdatab2c.b2clogin.com” or “itbi.smtdata.com” in the cookie settings in your browser of choice.