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Salesforce Life Sciences Cloud: New Insight Page Blank and Product Help Text Missing on New Visit

Publish Date: Jul 10, 2026
Description
This article addresses two related symptoms in Salesforce Life Sciences Cloud on the tablet/iPad app and Lightning record pages.

Symptoms

  • When you create a new Visit from an Account or Visit record page and click New Insight, the page does not load or navigate anywhere. You cannot create a Medical Insight record for a newly created visit. Creating a Medical Insight from an existing (older) visit works correctly.
  • When you select a product in the Provider Visit Product Detailing section, custom help text does not appear.


Steps to Reproduce
  1. Open any Account record and click New Visit.
  2. Complete the required fields and save the Visit record.
  3. On the newly created Visit, click New Insight — the page renders blank and does not navigate.
  4. In the Provider Visit Product Detailing sidebar section, select a product brand — no help text icon or help text appears.


Affected Profile: MSL (Medical Science Liaison). No error message is displayed in either case. Creating a Medical Insight from an older, pre-existing Visit is unaffected.

Root Causes

There are three contributing causes that can occur independently or together:

  • Cause 1: The Provider Visit Product Detailing trigger handlers (ProviderVisitProdDtlNameHandler, ProviderVisitProdDtlLockHandler, ProviderVisitDtlProductMsgLockHandler) are inactive. The name handler is required so that a new Visit correctly initializes the data the New Insight page depends on.
  • Cause 2: The metadata cache is stale. After configuration changes, the metadata cache must be regenerated so the newly created Visit context is available when the user clicks New Insight.
  • Cause 3: The Provider Visit Product Detailings related list is missing from the Visit page layout, preventing the sidebar section and field help text from rendering.
Resolution
Trigger Handlers

  Note: ProviderVisitProdDtlLockHandler and ProviderVisitDtlProductMsgLockHandler apply to the web visit experience only. On the mobile/iPad app, equivalent locking logic is built into the product automatically. ProviderVisitProdDtlNameHandler is required for both web and mobile. 
 
  1. Open the Life Sciences Commercial app.
  2. Click Admin Console.
  3. Navigate to Trigger Handler Administration.
  4. Search for and open ProviderVisitProdDtlNameHandler. Set the Active checkbox to TRUE. Click Save.
  5. Repeat step 4 for ProviderVisitProdDtlLockHandler and ProviderVisitDtlProductMsgLockHandler.


 
Cause 2 — Regenerate the Metadata Cache

  Note: Cache generation typically takes 30–40 minutes. Mobile users must perform a full device sync after the cache is regenerated for changes to take effect. If the cache status remains Inactive after the expected window, delete the cache record, refresh the browser, and regenerate. 
 
  1. Open the Life Sciences Commercial app.
  2. Click Admin Console.
  3. In the left navigation, under Mobile, click Metadata Cache (also labeled Object Metadata Cache Configuration).
  4. Click Create New Cache.
  5. In the Profiles section, select the profile(s) assigned to the affected users (for example, the MSL profile).
  6. (Optional) Check Skip Validation for an initial setup to generate the base cache more quickly.
  7. Click Create New Cache.
  8. Refresh the browser and wait until the cache status shows Active.


 
Cause 3 — Add the Provider Visit Product Detailings Related List to the Visit Page Layout

  1. Go to Setup > Object Manager > Visit > Page Layouts.
  2. Open the page layout assigned to the MSL profile.
  3. From the palette, drag Related Lists > Provider Visit Product Detailings onto the layout.
  4. Click Save.
  5. To confirm help text on the Provider Visit Product Detailing field:
    • Go to Setup > Object Manager > Provider Visit Product Detailing (ProviderVisitProdDetailing) > Fields & Relationships.
    • Locate and open the lookup field displayed in the Provider Visit Product Detailing sidebar component.
    • Confirm the Help Text property is populated. If it is empty, enter the required help text and click Save.
    • Confirm this field is present on the page layout assigned to the MSL profile so that the help icon renders correctly.


 
Verification

  1. Open any Account record on the tablet or browser and click New Visit.
  2. Save the Visit, then click New Insight. Confirm the New Insight page loads and allows you to create and save a Medical Insight record on the newly created Visit.
  3. From the Provider Visit Product Detailing section, select a product brand and confirm the help text icon appears and the expected help text is displayed.


The issue is resolved when:
  • A Medical Insight record can be created and saved from a brand-new Visit, and
  • Help text is visible in the Provider Visit Product Detailing section.


Additional Resources
Knowledge Article Number

005388701

 
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Salesforce Help | Article