IE8 Browser lockup when adding attachment

[Dan Hinrichs]

Hello,

We recently implemented a CMS site and now we've received a small handful of incidents stating their browser is locking up when trying to add attachments to records.   We are using IE8 and we've serving up the ServiceNow record page inside of an iFrame on the custom CMS site (the page is set up with a static HTML content block for the header, another static HTML content block for the footer and then the iFrame for the body of the page).   Some IE8 users are reporting that when they attach a file to the record, the browser hangs and the only way to close it down is to go into the file manager and kill the iexplorer.exe process.   Oddly enough, when the user re-launches the record they are able to see that the file got successfully attached to the record.

This behavior doesn't happen when the user does the same with the Chrome browser.

Any ideas on how to correct this (besides having people always use Chrome)?

[rgm276]

Hi Dan

Did you ever get an answer to this ?

If not, I might post this same question out on the community support page, as we are seeing the same issue.   To further complicate things, this does not happen to everyone that is running IE8, This can happen when the click on the attachment link, the box shows up in wrong places and hangs, or like you mention, you attach the first item and it hangs.   Chrome has been a workaround for us as well, but that can be frustrating for many of our customers since IE is the 'standard on all of our machines.

[langfordh]

I would suggest submitting a ticket on the HI server. We are experiencing similar issues with IE9.

Here is what I sent to ServiceNow:

Details (including steps to reproduce) : This doesn't actually error every single time but does quite often.

Log in our instance using IE 9 as our user
Click on "Create New" module under Incident application
You can either:
  - Click on the "Add PHI Info/Change Encryption Context" button on top right-hand corner of form right away or;
- Enter some fields in the ticket like Caller, Department, etc. and then; click on the button "Add PHI Info/Change Encryption Context" button. The window will scroll to the PHI field on the form and highlight it then; the error message will pop up. and sometimes after that initial error message pops up; and I close out of it (using the "x" icon); it will either reload the homepage or display a browser message.

____________________________

It sounds like this is a problem they are working on. Here is the response I received:

Thank you for taking the time to speak with me. I was able to reproduce it in a demo instance and I have opened up a problem number. The problem number for your reference is PRB606845. Development with look into the problem and issue a response. If you have any other questions in the meantime please don't hesitate to ask. Thanks everyone!

The related problem ticket has not been targeted for a fix, as soon as we target a fix , I will update this ticket