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Information Bar returns Customers to Portal Main Page

about 14 years ago | Article no. 2222
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THIS ARTICLE APPLIES TO:

All versions of Knowledgebase.

ISSUE DESCRIPTION:

When accessing articles that are in "inherent" file format, some Customers are prompted with an information bar along the top of the browser pane in order to open or download the article. When they click the "Download Now" link, they are returned to the portal main page and the article does not open or download.

ROOT CAUSE:

This is caused by the security settings within the Customer's Internet Explorer browser. Specifically, the Customer Portal is not recognized as a Trusted Site resulting in the prompt to allow the content.  

SOLUTION OR WORK AROUND:

Customers will need to add the Customer Portal as a Trusted Site to resolve this issue.
  1. Within Internet Explorer on the Customer's computer, cick Tools.
  2. Click Internet Options.
  3. Select the Security tab.
  4. Click Trusted Sites then Sites. 
  5. Uncheck "Require server verification (https://) for all sites in this zone."
  6. Type the Customer Portal URL into the "Add this website to the zone:" field. 
  7. Click Add.
  8. If the Customer should be able to access the KB Admin Control Panel, repeat these steps for the KB Admin Control Panel URL.
  9. Click OK.

AFFECTED SYSTEMS & USERS:

Customers, Internal Users and Administrators

ADDITIONAL INFORMATION:

ESCALATION PROCEDURE:

If you have trouble performing these steps, or have additional questions, please contact our Support group at 877-373-7848 (option 2) or via email at cimsupport@moxiesoft.com.