Haven't seen this before unfortunately but a few things I'd start thinking are:
- Is SSO set up in the system?
- Initial default dashboards preloaded?
- Are users having the same issue belonging to the same team (even if it's not the primary team) - this is somewhat related to the dashboard
Reason for the last 2 points is I'm thinking if it's an issue on data specific to a team that is not loading properly in a dashboard or something along those lines perhaps...
You should check the internet zones in IE and see how the HEAT URL is being handled
No single sign-on.
The issue impacts randomly across teams and roles. I have Self Service users experiencing it as well as IT staff and they all use different dashboards so I'm not sure. A reboot of the PC fixes it so it has to be something that is loading locally.
The site *.saasit.com is listed in our trusted sites list. Should I be looking for something more?
Unfortunately at this point I can't think of anything now. I'd escalate this over to HEAT Support.
Thanks for trying Elyse. Support has basically told me it's something in our environment as they are not able to reproduce and no one else has reported this issue so I guess I'll keep digging. At least the reboot fixes it temporarily.
You can check the Rendering mode for IE, and set it to Edge Rendering mode. I had that come up here.
If it works fine in Chrome, but not IE, that could be it.
If you can open up Internet Explorer's development tools and get it capturing on the network tab or alternatively use Fiddler to capture the requests then we might be able to tell what is happening here.
Running these steps will help narrow down the issue.
IE Developer Tools Network Tab
Capturing https with fiddler
We have heard and seen similar issues after upgrading to IE11. However we usually just need to close the active tab and re-open it. We have had a support ticket open with HEAT due to long module load times in Cloud SM. Clicking on a module to open the grid view we see load times of 8-15 seconds even in objects like "Project" with no records.
We have provided video's of the load times with corresponding Fiddler Traces showing the exact times that that hangs occur on the Workspace Java Scripts that are coming in flagged as No Cache from HEAT. The first two weeks of follow-up questions they asked could all be found by looking at the video's or traces we originally provided. Then they followed up with that they see load time of 3-4 seconds with Firefox and Chrome and 5-6 with IE. Following that it has been a month of no follow-up even after contacting or sales and account rep.
We had the same issue with the on Premise version of HEAT. We found out that one of our network component (Riverbed it is responsible for compressing network traffic) was not configured properly for HEAT. Maybe you have a similiar network component or maybe a proxy which causes the issue.
Would you be able to post a redacted image of a fiddler trace of loading the incident module? My main concern is the caching portion of the trace, especially for the .js files. HEAT has told us they should be caching but they clearly are not for use regardless of internal/external network connection or device. We see load times anywhere from 8-25 seconds depending on how these .js files react.
P.S. Sorry for high jacking this thread.