What should I check if report or Insights data looks incomplete?

Audience:

• Insights: System Admins, Study Managers, Trialbee Analysts, Sponsor Admins, Sponsor Users
• Reports: Referrers, Sponsor Users, Sponsor Admins, Study Managers, System Admins

Purpose: Help users troubleshoot when report or Insights data looks incomplete, outdated, or different from what appears elsewhere in Honey.

TABLE OF CONTENTS

• What should I check first?
• How cached data can affect reports and Insights
• How to clear cached files
• Still need help?
• Related articles

What should I check first?

If data appears in Honey but looks incomplete in a report or Insights, start by refreshing the data in your browser.

In many cases, the data is not missing from Honey. Instead, your browser may be using stored files that are out of date, which can affect how report or Insights information displays or loads.

This does not change or remove the actual data in Honey.

How cached data can affect reports and Insights

Your browser stores temporary files, also called cached files, to help pages load faster.

Sometimes, those stored files can prevent newer report or Insights data from displaying correctly. This may make a report or dashboard look incomplete, even when the information exists in Honey.

Clearing cached files gives Honey a fresh start in your browser and can resolve display or loading issues.

How to clear cached files

Try the following steps:

1. Clear your browser cache.
2. When clearing browsing data, select cached images and files.
3. You do not need to clear cookies.
4. If possible, clear cached files from the last two weeks.
5. Log out of Honey.
6. Log back in.
7. Reopen Insights or re-run the report.

If you are using Google Chrome, you can clear cached files from your browser settings. The exact steps may vary depending on your browser.

Still need help?

If the data still looks incomplete after clearing cached files and re-running the report, contact Trialbee Support. Use the Help button in Honey or email support@trialbee.com.

Please include:

• The study name
• Whether the issue is in Insights, a report, or both
• The data you expected to see
• What appears instead
• Any filters applied
• A screenshot, if available (remove any identifiable information before sharing)

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