Employee Center Portal - Some Users Not Seeing Main Search Bar

jlaps
Kilo Sage

‎04-23-2024 11:07 AM

There are a few of our users, very few, that for reasons unknown are not seeing the main search bar on our Employee Center portal. It should look like this-

jlaps_0-1713895572488.png

But these users are seeing this-

jlaps_1-1713895593065.png

If we impersonate them, we can see the search bar fine. It is not a display scaling issue, seemingly, as even on large monitors it is happening. Sometimes if we switch between Chrome and Edge it will show in the alternate browser, but it is not consistent. What could be causing this for these seemingly normal users?

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James Chun
Kilo Patron

‎04-23-2024 02:09 PM

Hi @jlaps,

 

I did see someone raising a very similar issue as yours a few weeks ago - https://www.servicenow.com/community/itsm-forum/search-bar-on-customer-portal-missing-on-home-page-a...

Unfortunately, I don't think it was resolved but this makes me think whether it's a platform defect.

 

First, raise a Support case with ServiceNow but make sure you can reproduce the issue easily as it's very likely they want to see the issue on a call.

Next, while you are waiting for them to come back, make sure you don't have any customization on the widget. If so, it may be difficult to get assistance form the Support team.

A few other things to check:

  • Can you verify if the issue is consistent across the different portals? Such as Service Portal (/sp) or different portals
  • If possible, can you access the instance with your account from the impacted users' devices? This is just to validate that the issue has anything to do with their device/browser
  • Check the browser dev tool to see if there is any error printed out in the console

 

Hope it helps, keen to see how it works out.

Once you get this resolved, maybe you can help the other individual who was experiencing the similar issue.

 

Cheers

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