Alice Worsley Posted May 9, 2023 Share Posted May 9, 2023 Hi team We are having a few users crop up with issues accessing the hornbill services. They have basic user accounts, and all the access required, but when they log in they have a blank hornbill screen. I have tried disabling and archiving the account, then bringing them back, but the issue remains. Are you able to help at all? We’ve also tried clearing cache and using a different browser. Any help/advice you can offer to understand the root cause of this issue would be greatly appreciated. Link to comment Share on other sites More sharing options...
Steve Giller Posted May 9, 2023 Share Posted May 9, 2023 Could we first clarify that these are Basic Users rather than Guest Users (Contacts) please? If Basic Users, what Roles do they have assigned, and what, if anything, appears on the top menu when it drops down on hover? I've removed the User information as this is a public forum. Link to comment Share on other sites More sharing options...
Alice Worsley Posted May 9, 2023 Author Share Posted May 9, 2023 This is a Basic User - they have the roles assigned....please see attached Link to comment Share on other sites More sharing options...
Steve Giller Posted May 9, 2023 Share Posted May 9, 2023 Those Roles look OK. Are you seeing any errors, either when logging in or in the logs themselves? What is the User seeing in the menu bar? Link to comment Share on other sites More sharing options...
Alice Worsley Posted May 9, 2023 Author Share Posted May 9, 2023 Hiya - if you see the screenshot in the first post you will see what the user sees....it looks like the self service home page loads, but no buttons come up. It's essentially just a blank page This has worked for her in the past, and she is a member of 4 groups - but it stopped working and we can't get it working again. Link to comment Share on other sites More sharing options...
Steve Giller Posted May 9, 2023 Share Posted May 9, 2023 Hi @Alice Worsley Marked in red is the menu bar I am referring to: What can the User see if they open that? Link to comment Share on other sites More sharing options...
will.good Posted May 9, 2023 Share Posted May 9, 2023 We are seeing the same issues across our organisation. Our issue appears to be with using outdated browsers... our users are using Microsoft Edge build 92.0.902.73. However, getting them to update, is not as easy, as Global IT have to manually deploy updates across our estate which have to go through an approval process (which is notoriously slow unfortunately) Link to comment Share on other sites More sharing options...
Steve Giller Posted May 10, 2023 Share Posted May 10, 2023 An outdated browser might cause this, it would certainly be worth testing on the latest version. The System Requirements section of the Getting Started wiki page does specify that we support the latest browser version, and Edge build 92.0.902.73 is almost 2 years out of date. From your screenshot I believe your User is using Safari, but the same would apply if it is not up to date. Link to comment Share on other sites More sharing options...
Estie Posted May 10, 2023 Share Posted May 10, 2023 We have also seen the same issue on previous versions of Edge, and like @will.good updates are managed centrally. I can confirm that the issue does not appear on Edge version starting 112. Link to comment Share on other sites More sharing options...
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