Web Access Persistent Issue - Page not loading (grey screen)

Version 9

    Verified Product Versions

    Service Desk 7.6Service Desk 7.7.xService Desk 7.8.x

    Review Date:

    25.03.2015

     

    Problem:

    When navigating to any page in Web Access the page does not load and you are presented with a grey screen with "Done" in the status bar:

     

    ScreenShot002.jpg

     

     

    Suggested Solution 1:

    It could be that Web Access is not set as a Trusted Site.  IE will usually prompt you to add a URL to the list of safe sites, but sometimes it doesn't, and silently blocks the page.

     

    To add Web Access to the list of Trusted Sites, do the following:

     

    Go to Tools>Internet Options.

    ScreenShot005.jpg

     

    Then select the Security tab and click Trusted Sites.

     

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    Click the Sites button, and you will be presented with the following dialogue:

     

    ScreenShot007.jpg

     

    The location you are trying to navigate to should be shown in the "Add this website to the zone" text box.

     

    Click the Add button, then close out of all dialogues and restart the browser.

     

     

     

    Suggested Solution 2:

    Scripts may be disabled in your browser.  In IE8 and upwards, the easiest way to do this is through Developer Tools.

    Click Tools>Developer Tools

     

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    Then click the Disable menu option, and untick "Script"

     

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    Close out of the Developer Tools dialogue and restart the browser.