Customer encounters an error message "A component failed to load. Refresh your browser to try again" when accessing sheets in Adaptive Insights

This article is intended for accounts integrated with Adaptive Insights, NetSuite's partner in delivering financial management solutions.

Typically when clients receive this error they need to clear their Java and browser cache.

Please coordinate first with your company's IT before doing the said changes on your system.

The steps are below:

How to clear the Java cache:

1. Depending on your operating system navigate to the following path to open the Java Control Panel
- for Windows 7: Start button > Control Panel > Programs > Java
- for Windows XP: Start button > Control Panel > Java (32-bit)
- for Mac: Apple icon > System Preferences > Java

2. In the Java Control Panel, from the General tab, select the Settings… button under Temporary Internet Files.

3. Select Delete Files…

4. Select Trace and Log Files, Caches Applications and Applets and Installed Applications and Applets.

5. Click OK.

How to clear the browser cache:

Firefox: Go to Options > Advanced panel > Network tab > Cached Web Content section, click Clear Now > click OK
Internet Explorer: Go to Tools > Safety > Delete Browsing History... > deselect Preserve Favorites website data and select Temporary Internet files, Cookies, and History > click Delete

If clearing the Java and browser cache does not resolve the concern, here are a few things they might try:

1. Check the Next Generation Plug In

Navigate to the Advanced tab in the Java Control Panel, and expand the Java Plug-In setting. If it is unchecked, check the box and make sure to close out of all open browser sessions after making the change.

2. Temporary File Settings

Navigate to the General Tab in the Java Control Panel and uncheck Keep temporary files on my computer.

3. Confirm applet is working

Visit www.java.com and click on the Do I have Java? link. Then click on the Verify Java Version link. If their screen looks like the screenshot attached called Applet, then the Java applet is running properly.

4. Check for Multiple Versions

Having older of versions of Java on users' machine can occasionally cause interference with the newer version. Disabling or uninstalling can resolve these issues. The following sections describe how to disable and uninstall previous versions of Java.

Disabling Java

To disable, navigate to the Java Control Panel. Navigate to the Java tab, and click the View button. If there are multiple versions installed, make sure that only Java Version 6 Update 31 is enabled.

Uninstalling Java
To uninstall earlier versions on Java, navigate to Start Menu and open the Control Panel. Click on the Uninstall a Program link under the Programs settings.