IE Browser appears to hang with white screen

Document ID : KB000009838
Last Modified Date : 14/02/2018
Show Technical Document Details

The indication problem may occur while the login user uses the web interface like the below on IE. It looks being hang.

  1. Click the Service Desk tab.
  2. Search menu > Incidents > Click Search button.
  3. Click an optional ticket link in the searched incident in the list.
  4. New window will be opened with white screen. Even if the user waits for a while, the white screen does not indicate anything.
  5. It is necessary to kill the iexplorer.exe process from the task manager. 



SDM r12.9 or later version.IE10 or earlier.

When like the problem occurs, try to isolate the problem as follows.

1. Isolate the problem if it depends on the browser.

Check if the problem occurs on the Firefox/Chrome. It is possible to verify if the problem is the problem depends on the browser. When IE is used, check if your IE version is supported version.

We have received the topic like the above on IE earlier version is used from the customers. Especially, the performance of the IE8 and IE9 was very slow by their architecture. It is not only SDM but also the other application. As IE earlier version is not certified and not supported, we cannot mention anything about the behavior when you use the IE earlier version. Before opening the case, check the behavior on the supported IE version and Firefox/Chrome. Firefox/Chrome are better performance than IE.

2. If the problem occurs on all browser, try to remove the customization and check if the problem still occurs.

3. If the problem still occurs, take the fiddler trace with reproducing the problem. The TEC485575 explains how to use the Fiddler.

4. If the fiddler trace does not notice you anything, contact CA Support with the fiddler trace.




Additional Information:

Title : Troubleshooting Web Browser Problems with CA Output Management Web Viewer and Fiddler Web Debugging Proxy program - TEC485575