General Troubleshooting for ENVISION

This document provides an overview of common troubleshooting steps in ENVISION. Prior to working through these steps, please ensure you are using an ENVISION supported browser: Google Chrome or Firefox. We also recommend clearing your cache and cookies from your web browser prior to working through this document. Here are instructions for doing so: Clearing Your Cache 

Why do I receive the message: "Oops Something Unexpected Happened" when selecting a tool or page? 

Why do I receive a notification when importing a customer file, location file, or spatial file? 

Why do I see a record count of “NaN” once I import customer, location or spatial file? 

Why is my map not rendering or displaying data as expected? 

Why do I receive a notification when trying to map customers? 

Why am I getting a blank dashboard once I run a report in ENVISION? 

Why is my Distance Decay report appearing blank? 

Why can’t I view or download my report? 

 

Why do I receive the message: "Oops Something Unexpected Happened" when selecting a tool or page? 

Create a new workspace in ENVISION and try testing the functionality again: Creating and Activating a new workspace 

 
Why do I receive a notification when importing a customer file, location file, or spatial file? 

  1. Please review the requirements for importing filesHow do I prepare files for importing? 
  2. Review the walk-through documents for importing all types of files: 

 Importing Customers 

 Importing Locations

 Importing Spatial Files
 

Why do I see a record count of “NaN” once I import customer, location or spatial file? 

  1. Ensure files are set up correctly. For tabular data, ensure that you have formatted the table properly: Preparing your files for importing 
  2. If it is a spatial file, ensure that the file has all the necessary components, and meets the import requirements: Importing Spatial Files 
  3. Create a new workspace in ENVISION and try testing the functionality again: Creating and Activating a new workspace 
  4. Try importing another Customer / Location / Spatial file and see if you can import


Why is my map not rendering or displaying data 
as expected? 

  1. Toggle on the Zoom in / Zoom out of the map. Different levels of Geography will render at different zoom levels 
  2. Refresh Map webpage try to create map starting at Step 1 
  3. Turn off any redundant mapping layers i.e store locations, customer points. These layers are found in the Table of Contents tab found on the Mapping Toolbar: The Mapping Toolbar 
  4. Try creating a new ENVISION workspace, and create the same map: Creating and Activating a new workspace 
     

Why do I receive a notification when trying to map customers? 

For Customer Maps, please ensure your customers are found within the selected area. You can see the distribution of your customers by running a Ranking – Areas – Customers report.

  

Why am I getting a blank dashboard once I run a report in ENVISION? 

Ensure you are using a Trade Area that is the same size, or smaller than your benchmark: Selecting a benchmark.

 

Why is my Distance Decay report appearing blank? 

If you are using a Location ID, you must have this turned on for both your customer and location file. You can review the following document about blank dashboardsWhy is my Distance Decay report blank? 

 

Why can’t I view or download my report? 

  1. Once you have run a report in ENVISION it must finish processing before you are able to view the dashboard Please ensure you see the check mark beside the report under the “Results”  
  2. Once you have selected a download type, a grey .pdf or .xlsicon appears beside the report. Once the report is finished processing, these icons will be colored/coloured in 
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