Resolving “The content is blocked” Error When Opening PDFs in SmartCare

Issue Description

Users may encounter the error message “The content is blocked. Contact the site owner to fix the issue” when attempting to open PDF documents within SmartCare. This error typically occurs due to browser PDF settings that need to be adjusted.

Affected Browsers

• Google Chrome
• Microsoft Edge

Resolution Steps

For Google Chrome Users

Configure Chrome to Open PDFs in Browser:

1. Open Google Chrome
2. Click the three dots menu (⋮) in the top-right corner
3. Select Settings
4. In the left sidebar, click Privacy and security
5. Click Site Settings
6. Scroll down and click Additional content settings
7. Click PDF documents
8. Under “Default behavior,” ensure “Open PDFs in Chrome” is selected (not “Download PDFs”)

For Microsoft Edge Users

Configure Edge to Open PDFs in Browser:

1. Open Microsoft Edge
2. Click the three dots menu (⋯) in the top-right corner
3. Select Settings
4. In the search bar, type “Site Permissions”
5. Click Site permissions under “Privacy, search, and services”
6. Click All permissions
7. Scroll down to PDF documents
8. Ensure “Always download PDF files” is unchecked

Additional Troubleshooting

If the issue persists after adjusting these settings:

• Clear browser cache and cookies
  o Chrome: Settings > Privacy and security > Clear browsing data
  o Edge: Settings > Privacy, search, and services > Clear browsing data
• Disable pop-up blockers for SmartCare
  o Add SmartCare URL to allowed sites list
• Try incognito/private browsing mode
  o Chrome: Ctrl+Shift+N (Windows) or Cmd+Shift+N (Mac)
  o Edge: Ctrl+Shift+N (Windows) or Cmd+Shift+N (Mac)
• Verify browser is up to date
  o Chrome: Settings > About Chrome
  o Edge: Settings > About Microsoft Edge

When to Escalate

If users continue to experience issues after following these steps, please submit a support ticket with the following information:

• Browser type and version
• Screenshot of the error message
• County/Organization name
• SmartCare URL being accessed
• Steps already attempted
• Date and time issue occurred

Related Articles

• Browser Compatibility Guidelines for SmartCare
• Clearing Browser Cache and Cookies
• SmartCare Access Troubleshooting Guide