Some users are unable to access the Application/Administration menus since Clarity was upgraded to 13.3

Document ID : KB000029394
Last Modified Date : 14/02/2018
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Description:

Some users are unable to access the Application/Administration menus since CA Clarity PPM was upgraded to 13.3. It only affected half the user base and it seemed to be due to the client computers keeping old CA Clarity PPM 13.2 cookies. 

Solution:

The issue appeared to be related to the Microsoft Internet Explorer (IE) browser keeping old CA Clarity PPM application cookies cached.
This document explains how to clear the cache and cookies in Internet Explorer

  1. Select Tools (via the Gear Icon) > Safety > Delete browsing history....

    NOTE: You can also access this menu by holding Ctrl + Shift + Delete.

    Tools, Safety, Delete browsing history...

  2. Make sure to uncheck Preserve Favorites website data and check both Temporary Internet Files and Cookies then click Delete.

    Uncheck Preserve Favorites website data; Check both Temporary Internet Files and Cookies; > Delete

  3. You will get a confirmation at the bottom of the window once it has successfully cleared your cache and cookies.

    Confirmation

Further Troubleshooting

The above procedure for clearing cache and cookies should work for the majority of websites, but certain website and applications such as WiscMail require a more thorough procedure. If you are still having issues, try to steps below.

  • Note: The F12 developer tools in Internet Explorer 11 do not include a cache menu. This process will only work for IE10 or lower.

 

  1. Close out of Internet Options. Click on Tools and select Developer Tools.

    Tools > Developer Tools

  2. In the Developer Tools window, click on Cache and select Clear Browser Cache...

    Cache > Clear Browser Cache...

  3. Click Yes to confirm the clearing of the browser cache.

    Yes button