San Diego Next Experience stuck at homescreen on Edge

[AlainT1]

We are on San Diego, patch 5, using the latest version of Edge.  One of our instances logs me in and start showing the top menu options and freezes there.  All the other instances are fine and work as expected.

Here is what my screen looks like after single signon (SSO) - it stays like this until the timeout occurs.

Steps tried so far to resolve the issue:

• Cleared my cache from the last 24 hours - same problem
• Rebooted by computer - same problem
• From my Chrome browser, logged in as myself (admin privileges) and created a local account with admin privilege
  • Logout.do on my instance in Edge
  • Login.do with the local account on my Edge browser - this works perfectly
• logout.do and tried my account with SSO - problem still there
• I also tried login.do with my account with the same result

So I'm assuming that my account, in that instance, has something that makes Edge very unhappy.

Does anyone have any idea on what I could try to resolve this?

Thanks in advance

Alain

[Tom Sienkiewicz]

I think I had a similar issue with a few places in my developer instance recently (also using Next UI).

Trying to open a specific UI Page or some reports would just take forever, blank page, nothing loaded... finally timeout.

Unfortunately I was not able to pinpoint the issue, it sort of went away on its own. But you can try the following: 

• run cache.do in the instance just in case
• make sure to clear ALL your cookies, cache etc. from the browser, related to servicenow
• check the browser console - Network section, what is being loaded and how long it takes. maybe you will pinpoint something specific there. In my case it had something to do with Presence or some web analytics
• Using some plugin like SNUtils, switch to another ServiceNow node and then back to the original one

[AlainT1]

Hi Tomasz,

Thank you for this info.  Like you, it started to work again this morning after being locked out for the whole of yesterday.  You mention using SN Utils to switch node.  I will keep that in mind for next time.

Alain

[Shane38]

Hi

This has issue happened to me as well several times and as Alain says it often disappears again mysteriously. I just had the issue now again and it was pretty solid until I tried Tom suggested cookie and browser history clear related to website. Then is started to load again. So that seems a good place to start.

Rgds

Shane

[AlainT1 · Accepted solution]

This issue has disappeared the same way it appeared!  It has not reoccured so I cannot testify to @Tomasz Sienkiewicz proposed solution.  

Thank you all for your assistance