Issue with downloading documents on Customer Portal using My Documents

[Adrian Simpkins]

Hi All,

We are still on the old Customer Portal  (currently in process of transitioning to the Employee Portal), using My Documents for our Customers to download or access relevant documents. On Thursday I started receiving reports of full Users and Customers having issues downloading / accessing documents here. I also have the same issue - when selecting the Download document button instead of the Download interface appearing at the bottom of the browser, a new page is launched showing random text characters as below.

I have found the following:

- Works fine for me on Chrome, and Edge, doesn't work in IE

- Another 2 colleague's it doesn't work at all in IE or Edge

- Another User can access it on Chrome but not Edge or IE

All on Windows 10 desktops. I know there was a document manager update earlier in the week so unsure if related?

Many thanks as always

 

 

[Adrian Simpkins]

Bump

[TrevorHarris]

Hi @Adrian Simpkins

Will have a look and see what the issue is here

Thanks

Trevor

[TrevorHarris]

Hi @Adrian Simpkins

We've identified the problem here and are currently working on a fix for it

Thanks

Trevor H

[Adrian Simpkins]

Thanks Trevor - i will await patch to live

 

Many thanks

[TrevorHarris]

Hi @Adrian Simpkins

We have applied a patch so you should now be able to download these files in the service and customer portal in Internet Explorer now

A full fix for this issue will be in the next document manager release

Thanks

Trevor

[Adrian Simpkins]

Thanks Trevor

[Adrian Simpkins]

Hi Trevor, just to confirm i have tested the My Documents on IE, Edge and Chrome and working aok on all 3 browsers now

Many thanks as always !