"Cannot find ahdtop in popup_frames.htmpl" error displayed

Document ID : KB000048243
Last Modified Date : 14/02/2018
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Description:

While using Service Desk Manager 12.6, 12.7 or 12.9 using Internet Explorer 9 or higher, the following error "Cannot find ahdtop in popup_frames.htmpl" might be displayed and the page refreshes causing the user to be brought to the login page.

The following error might also be displayed by Internet explorer "Internet Explorer Has Stopped Working and Needs to Close".

This problem is normally seen while the communication between the Internet Explorer client and Service Desk Manager server is slow, over a VPN or slow internet connection.

Solution:

Starting with Internet Explorer 9 Microsoft introduced a new feature called "Hang Resistance". This would monitor the Internet Explorer process and when it thinks that it's in a hang state it will try to recover by terminating the process and restarting it. To avoid this from happening a registry key needs to be updated, on the client side, as follows:

  1. Point to the Start menu, click Run, and then type regedit.

  2. Navigate to HKEY_Current_User\Software\Microsoft\Internet Explorer\Main

  3. Right-click Main, and then select new DWORD (32-bit) Value

  4. Enter HangRecovery as the name.

  5. The default value will be 0.

This issue was worked with Microsoft internet Explorer SDL team and this is the recommended solution.

Other good resources about the "Hang Resistance" feature and a Microsoft Documentation on how to disable this feature:

http://blogs.msdn.com/b/ie/archive/2011/04/19/hang-resistance-in-ie9.aspx - Details on the "Hang Resistance" feature.

http://support.microsoft.com/kb/2698959 - Details on how to disable the feature.