Encountering Latency Issues when Accessing Customer Portal Utilizing Internet Explorer 7
THIS ARTICLE APPLIES TO:
ISSUE DESCRIPTION:
Some end users may encounter latency issues while using Internet Explorer 7 when accessing Portal Style 4 with the secure site option enabled as the portal loads.
Replication Steps:
1. Log into the Knowledgebase Administrative Website Panel
2. Click the Portal tab
3. A list of portals will appear, choose the portal style 4 with security enabled and launch it.
4. Log in with the secure user credentials
Note: The page may take up to 45 seconds or several minutes to populate fully.
ROOT CAUSE:
SOLUTION OR WORK AROUND:
1. Download the attached file "Favicon.ico.txt" to the Knowledgebase Server
2. Backup the below directory Prior to replacing the file in the directory, in case it becomes necessary for any reason to rollback.
3. It is possible to deploy the attached fie to the following directory “\PROGRAM FONT Files\KnowledgeBase.Net\knowledgebase\applicationprogram\ui\http\KBPortal\”
4. Place the attached file called Favicon.ico.txt in the above directory and rename it to "Favicon.ico"
5. Once placing the file in this directory has been completed, go back to the Portal Style 4 which is encountering the latency and launch it.
The Latency issue should now be completely resolved, if it is not, follow the procedure under escalation.
AFFECTED SYSTEMS & USERS:
This will affect all customers utilizing Internet Explorer 7 and encountering a latency issue trying to load the Customer Portal Page.
ADDITIONAL INFORMATION:
Only a System Administrator with good working knowledge of the server environment should be applying this fix to the Knowledgebase Server. If the Administrator is not comfortable installing this fix please follow the escalation procedures in the article.