If you’ve hit a CONNECT roadblock—access issues, error messages, apparent bugs—don’t despair! There could be a simple solution. Use this guide to narrow down the problem and/or make it easier to explain to Client Support.
First, review our best practices and adjust your setup if needed. Then, follow the steps below.
CONNECT is optimized for desktop browser use, though it can be accessed from tablet and mobile devices. Site resolutions and layouts automatically adjust for tablet and phone screens, but some pages might be harder to browse on mobile.
Our tablet and mobile experience will improve over time, but a desktop browser ensures the best experience right now.
CONNECT runs on most standard browsers, but the majority of our users are on Chrome or Safari. We recommend either one.
Log out of your CONNECT and/or Luminate account when not in use. Avoid unsecured or shared devices and networks.
Use your own email address and login credentials to access your Luminate account. Multiple users logging in with the same email can cause problems with site functionality and access. It also violates our Terms of Use and the Services Agreement signed by your organization. Refer to the "Authorized Users; User Accounts; Access Information" section of the Agreement for details.
If you’re not sure how many team members within your organization have access, contact Support
or speak to your Luminate account representative.
Check with your organization to make sure all subscriptions and team member accounts are up to date. If you are the account holder, talk to your account representative to change your subscription type, manage users and add or remove logins.
We do not allow the use of artificial intelligence systems, machine learning models, robots, crawlers, indexers or any other automated data gathering and extraction tools on our content. This includes using our content to train AI and machine learning models. If we detect automated activity from your account, we will contact you and may restrict access.
Refer to your Services Agreement and the Luminate Terms of Use for details.
Following our best practices? Good. Spot-check your setup or go down the lists below to eliminate other common issues.
If you can access CONNECT via private browsing or incognito mode, you’ll probably have to clear some browser data to fix your issue.
See above. Create or log into a different user profile on your browser, then log in again.
Recent platform updates altered certain URL pathways. Some older CONNECT URLs may no longer work.
This mainly applies to bookmarked Analysis URLs. If you’re trying to navigate back to a specific Analysis view from a bookmark, the link may be broken (sorry). Re-apply filters and Data Controls and bookmark the page again.
Clear your cache. Clear your cookies. Delete all saved browsing data.
This includes password managers. You don’t have to delete all your saved passwords, but delete saved passwords associated with the CONNECT app, Music Connect, luminatedata.com and mrc-data.com. Then try logging in via manual password entry.
Download and install any available browser updates, then restart your browser.
If that doesn’t work, try a different browser.
Check with your organization to make sure you have a current Luminate subscription that includes CONNECT. You might need to update your account to access some CONNECT features.
You can also verify your or your company’s account status with Support.
Refer to the login and access issues troubleshooting checklist.
Contact Support for a temporary login and password. If we can verify your account and subscription status, we’ll get you back into the platform.
Make sure your organization allows access to the Luminate domain (app.luminatedata.com) on your network.
Refer to these topical guides to troubleshoot more specific problems.
Troubleshooting login and access issues
Troubleshooting music registration and reporting