If you’ve hit a roadblock in SV(M)—access issues, error messages or apparent bugs—don’t despair! There could be a simple solution. No, we won’t ask whether your router is plugged in. But this troubleshooting guide can 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.
For optimal viewing, set your screen resolution and/or browser window width to 1280p or higher.
SV(M) runs on most standard browsers, but the majority of our users are on Chrome or Safari. We recommend either one.
Log out of your SV(M) and/or Luminate account when not in use. Avoid unsecured or shared devices and networks.
Multiple users logging in with the same email address can cause problems with site functionality and access. (It also violates our Terms of Use and the software agreement signed by your organization). Use your own email address and login credentials to access your organization’s Luminate account.
If you’re not sure how many team members within your organization have access, contact us.
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 Luminate account representative to change your subscription type, manage users and add or remove logins.
Following our best practices? Good. Spot-check your setup or go down the lists below to eliminate other common issues.
SV(M) is optimized for resolutions of 1280p or greater.
Zoom out in your browser window or change your desktop display settings, then refresh SV(M).
Some SV(M) pages may not automatically reconfigure when you change the zoom, window size or resolution. You might notice text getting cut off or chart widths becoming “stuck.”
Adjust displays, then refresh any SV(M) page to reload at the proper display configuration.
If you find that you can access SV(M) 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 profile on your browser.
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 SV(M) app, 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 SV(M) subscription. You might need to update your account to access some SV(M) features.
You can also verify your or your company’s account status with Support.
Login and access issues have their own troubleshooting checklist here.
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 (svm.luminatedata.com) on your network.
Quickstart Guide: Set up SV(M) in minutes