My Desktop MSEdge persistently throws a mobile error when I resolve to a ServiceNow url

[PB7]

Hi Team,

On my domain-joined work laptop, everytime I *initially* navigate to [myinstance].service-now.com or support.servicenow.com , I get the attached redirect [pfa-1]. I have no workaround for support.servicenow.com [I simply need to switch over to Chrome], but with my instance I can postpend "/logout", which forces me out, then "/login" reinitializes the MFA flow via SSO, and my login becomes a normal desktop experience again.

Even though I do not ever experience this issue when I use via Chrome, FireFox, or Opera, my employer encourages MSEdge as my default browser for various security reasons.

Attempted all these below fixes individually without success:

1. I've deleted all cached MSEdge browser data related to any ServiceNow sites

2. I've deleted ALL cached MSEDGE browser data.

3. I've done a clean MSEdge reinstall.

While an 'InPrivate' // incognito MSEdge window has no problems, I cannot rely on this workaround since it disables all the other browser plugins I use to administrate and develop for my instance. 

Last note: I've seen this issue persist across 3 different domain-joined laptops over the course of a year.

My internal IT isn't aware of anything relating to my AAD User object which could somehow cause this behavior.

My default UI I log into SNow with is UI16, current build I'm on is

Build name: Tokyo
Build date: 08-01-2023_1829
Build tag: glide-tokyo-07-08-2022__patch9-hotfix2b-07-19-2023

Any thoughts or ideas are greatly appreciated!

Thanks,

Pat

[RaghavSh]

While this should not happen on edge but Chrome is the recommended browser.

This would require logs before you login so best would be to raise a HI ticket with servicenow so that they can look into the logs when you login through Edge. Working session with support team would be best.

Please mark the answer correct/helpful accordingly.

[PaulSylo]

Hello PB7 - if this works fine in InPrivate mode and having issues only in regular mode, then this is an issue with your browser. Long back i read a similar issue in Google chrome, On the other way, your browser setting changed to "Mobile view", which is why whenever you launch, the portal, it detects your desktop mode as mobile view and directs you to this message. I read long back if you sync your mobile browser from your phone and desktop Chrome sync.

Try once to reset the browser by going to the settings of your Edge browser and try this check the issue

[PaulSylo]

Hi PB7 - any luck?

[PB7 · Accepted solution]

The Root Cause ended up being browser extensions [YouTube Ad Blocker or YouTube Nonstop Extension , most likely candidates].

After I uninstalled the extensions the issue totally cleared up.

I will slowly being re-adding extensions and testing to confirm which extension it was.