"Can't find ahdtop in menubar.html"

Document ID : KB000026070
Last Modified Date : 14/02/2018
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Issue:

 

When using the Service Desk web interface, you may encounter errors while trying to open the web interface initially, which states:
"Can't find ahdtop in menubar.html"

 

 

 

Environment: 

 

CA Service Desk Manager 11.2 to 14.1 inclusive, Internet Explorer

 

 

 

Cause:

 

The above error is often due to the shortcut retaining session data created at the time that the shortcut was created, in Internet Explorer. When an end user operates Service Desk and wishes to create a bookmark while logged into Service Desk, the resultant bookmark will contain session and cookie data from the current session that is running at that particular time.

When the bookmark is accessed, later on, the stored session and cookie data will be invoked, but since the original session that used this data at the time that the bookmark was created is no longer active, one will see several errors in the access to Service Desk.

 

 

 

Workaround:

 

The simplest approach to solving this would be to recreate the shortcut in a specific manner:

 

  • Right click on your desktop and choose New -> Shortcut

  • Under Location of the item, type in "http://<server>/CAisd/pdmweb.exe" where <server> is the name of your service desk server, and click Next.

  • Name your shortcut accordingly and choose "Finish".

 

 

You will have a new shortcut on the desktop that, when invoked, should open Service desk up without any errors.

 

 

You can copy this shortcut to your IE Favorites folder, located in your client system's folder, under: C:\Documents and Settings\<user>\Favorites

 

 

Alternatively, you can also edit the .lnk shortcut file in Notepad to strip out the additional session/cookie data that has been directly stored in the shortcut file.