- Mark as New
- Bookmark
- Subscribe
- Mute
- Subscribe to RSS Feed
- Permalink
- Report Inappropriate Content
11-28-2022 11:11 AM
Hi all,
We've been having an issue where a record (e.g. and INC) will load old / cached data after it's been updated. Typically this happens when you open it from an email link. The form will show data that has since been changed (e.g. State was updated to work in progress, but is still showing New). After you reload the form, it seems to be resolved.
We are on San Diego, and we are using the Next Experience UI.
I can't find anything on the community regarding this, and ServiceNow support seems to be stumped as well which makes me wonder if we are the only ones experiencing it.
The issue is intermittent and not reproducible on demand.
The one way I've been able to (kind of) reproduce it is by opening two separate web browser windows (one incognito) and impersonating another user. Then updating a record, using SNUtils to switch the node, and opening the record in the other window.
Thoughts on what could be causing this? Has anyone else seen this issue, or is it something unique to us?
Thanks!
Solved! Go to Solution.
- 3,520 Views
- Mark as New
- Bookmark
- Subscribe
- Mute
- Subscribe to RSS Feed
- Permalink
- Report Inappropriate Content
02-28-2023 05:36 PM
ServiceNow support did finally provide a work around for this. You will need to put a ticket in with ServiceNow as there is an update set they can provide that updates the record that needs to be updated, you will not be able to update it even as admin.
The name of the update set they provided me was "SNC PRB1588976 Workaround", if you need this from ServiceNow support, it might be useful to ask for it specifically.
Feedback from support below.
Most Probable Cause:
This issue is caused by a caching issue with the Next Experience / Polaris UI service worker, specifically the "polaris-sw-prefetch-iframe" worker.
Workaround:
This issue can be worked around by doing:
0. Logging in as maint
1. go to sys_ux_managed_service_worker.do?sys_id=4f58aeeb6d251ab126be8ae441962762 (managed-service-workers/polaris-sw-prefetch-iframe)
2. Uncheck Active
3. Click update
4. Visit cache.do
5. Close & reopen browser (or close all tabs on the problematic domain)
6. managed-service-workers/polaris-sw-prefetch-iframe service worker should no longer be registered
OR:
1. Load and apply the update set that is attached to this PRB (sys_remote_update_set_87632745773021101db9169bae5a991f.xml) and proceed with steps 4-6 above.
How to confirm the workaround:
1. Open chrome dev tools
2. Click on Application tab
3. Click on Service Workers in left panel
4. Click on root.js in center panel
5. Confirm importScripts does not contain '/uxasset/externals/managed-service-workers/polaris-sw-prefetch-iframe.jsdbx' in list

- Mark as New
- Bookmark
- Subscribe
- Mute
- Subscribe to RSS Feed
- Permalink
- Report Inappropriate Content
11-28-2022 11:25 AM
I'm sure you must have done this but still asking, have you tried "cache.do" ?
.
BR.
Ishaan Shoor
- Mark as New
- Bookmark
- Subscribe
- Mute
- Subscribe to RSS Feed
- Permalink
- Report Inappropriate Content
11-28-2022 12:06 PM
Hi Ishaan,
Yeah unfortunately that does not resolve the issue here.

- Mark as New
- Bookmark
- Subscribe
- Mute
- Subscribe to RSS Feed
- Permalink
- Report Inappropriate Content
11-28-2022 12:11 PM - edited 11-28-2022 12:12 PM
Hi @Ashley Snyder Can you please advise?
BR.
Ishaan Shoor
- Mark as New
- Bookmark
- Subscribe
- Mute
- Subscribe to RSS Feed
- Permalink
- Report Inappropriate Content
12-14-2022 05:14 AM