SAP Knowledge Base Article - Public

2087463 - Browser: How to Diagnose Browser Issues for the BizX Platform

Symptom

  • Browser Issue Diagnosis and correction

Environment

  • SAP SuccessFactors
  • BizX Platform

Reproducing the Issue

  • Browsing the BizX platform, one or a few users from a specific location experience error messages or incorrect browser behavior such as pages not loading, error messages, buttons not working etc.
  • NOTE: If your issue is system speed/slowness, do NOT use this solution, please contact Customer Success to begin a more comprehensive System Slowness Diagnostics.

Cause

  • This may be caused by browser settings or issues specific to the user's browser

Resolution

There are 6 main steps to this procedure. This procedure will take 15-45 mins

  1. Preliminary Troubleshooting Steps
  2. Document general information
  3. Perform Diagnostic Capture
  4. Obtain browser and system information
  5. Perform Comparative Browser Test
  6. Create a case and submit your information and test results

Please Note: SuccessFactors can work with you directly to gather this information. Please download the document attached to this solution, fill out as much as you can and submit to your case. A SuccessFactors Customer Support Representative will then contact you to help complete the process.

 

Preliminary Steps:

Some errors caused by the browser can be resolved by the following steps. We recommend that you instruct the affected user to…

Open the browser and clear their browser's cookies & cache:

For Microsoft Internet Explorer (IE)

    1. Tools > Internet Options > Delete Temporary Internet Files
    2. Tools > Internet Options > Delete Cookies

 For Mozilla Firefox

    • Tools > Options > Privacy > Show Cookies button > Remove All Cookies

For Google Chrome

    1. From the “Menu” Menu Button in the upper-right corner of the Chrome window, choose “More Tools” > “Clear browsing data…“.
      • Or Press “CTRL” + “Shift” + “Delete” in Windows or Linux, or “Command” + “Shift” + “Delete” on Mac OS X on your keyboard.
    2. Select “Menu” > “Settings” > “Show advanced settings…” > “Clear browsing data…“.
    3. Select the period of time you wish to delete cached information using the “Obliterate the following items from” drop down menu. From there, you can choose “Cached images and files“
    4. Select the “Clear browsing data” button, and Chrome will clear your cache.

 

Once these steps are completed have user:

  1. Close ALL browser windows
  2. Reopen and login to the application
  3. Repeat steps where error previously occurred
  4. If issue still exists then proceed with the steps below.

 

If the issue persists, please download the document attached to this solution:

  1. Complete this document and include all of your testing results and screenshots, then attach the completed form to your case
  2. Login at: https://launchpad.support.sap.com/
  3. Click Report an incident
  4. Add this document as an attachment to your case

 

CONTACT US

  • If you have any questions or comments about the information provided, please let us know. You can contact SuccessFactors Customer Success at 1800-846-6503 or online at http://www.successfactors.com/support/

Keywords

SF SuccessFactors Success Factors bizx platform app browse navigate browser MS IE Internet explorer google chrome mozilla firefox error not working does not work exception 404 wrong incorrect page load loading fail failure , KBA , LOD-SF-PLT , Foundational Capabilities & Tools , How To

Product

SAP SuccessFactors HCM Core all versions

Attachments

How_to_Capture_Screenshots_HttpWatch_and_GotoMeetings.docx
How_to_Diagnose_Browser_Issues.doc