The HTML in the Idea form is not loading in PRD

[Hola Ola]

Hello folks,

When I go to the Production Idea Portal, the HTML on the Description is not loading for me and others. If just displays this moving dots. 

 

This is not the situation when I click on the TEST and DEV Idea Portals, which displays the correct information. 

 

[marina18]

Thanks for your response, but unfortunately, it’s not working for me.

[Ben Cuddington]

I also am having the same issue across multiple browsers:  Chrome/Edge/Firefox & some work, some don't according to colleagues.   Clearing local cache (help of SNUtils with the "/cls" command), and clearning site cache ("Ctrl + F5) isn't working

[marina18]

Hey, we got an answer from ServiceNow. Now it's working again. 

The macro "tinymce_setup" (sys_ui_macro) was deactivated. 

Solution Proposed:
We have found that tinemce_setup(by default available) is an internal UI Macro which is not visible for any user . This ui macro xml file is kind of controlling all tinymce and also controlling the language integration, field tools and other properties that hits HTML type of field. This UI Macro on you rinstance was added to override the code and our customers were using this UI Macro as a workaround for the PRB1258609 and PRB1238856. Then we created another problem PRB1338829 to remove this overridden UI Macro from our customer's instance, because in every update, this macro is being updated and when it is overridden, then it wasn't getting the latest code changes. The PRB1338829 is fixed in New York and if you are above this version, you can disable it. Then the platform will use the updated and invisible OOB version of this UI Macro. So you can disable it as it is recommended in PRB1338829 to not touch(override) tinymce_setup UI Macro. We have deactivated the above UI macro and issue is fixed on the dev and production instance.

[Ben Cuddington]

I created a "Now Support" ticket, but they said they couldn't reproduce it, for which I linked them this article & your previous response.   

I looked for that UI Macro "tinemce_setup", but wasn't able to find it.   Was that the name of it?  (or was it something that ServiceNow support has to do for you?)