Basic User Account Issues

[Alice Worsley]

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.

[Steve Giller]

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.

[Alice Worsley]

This is a Basic User - they have the roles assigned....please see attached

 

 

 

[Steve Giller]

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?

[Alice Worsley]

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.

[Steve Giller]

Hi @Alice Worsley

Marked in red is the menu bar I am referring to:

 

What can the User see if they open that?

[will.good]

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)

 

[Steve Giller]

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.

[Estie]

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.