Unable to View Articles in Portal Style 4 (PS4) After Installing Windows Patch KB3154070 / KB3160005

over 8 years ago | Article no. 6609

1 rating

THIS ARTICLE APPLIES TO:

This issue affects Moxie Knowledge versions 9.2, 9.3 Hot Fix 1, 9.4 and 9.4 Hot Fix 1. It does not affect customers on version 9.4 Hot Fix 2.

ISSUE DESCRIPTION:

Visitors using Internet Explorer 11 are unable to view articles in Portal Style 4 after installing Microsoft Windows update KB3154070 or Windows update KB3160005. When browsing a portal the visitor will see a blank page instead of article content.

Note: This issue does not affect Portal Styles 1-3 or the Responsive portal.

ROOT CAUSE:

Microsoft's latest updates change the behavior of IE 11 related to iframe loading which led a race condition.

SOLUTION OR WORK AROUND:

Patches have been released to resolve this issue (KBP-2447 for Windows Update KB3154070 & KBP-2747 for Windows Update KB3160005). These patches will be applied to all cloud customer environments. On-premise customers should contact Moxie support to obtain the patch.

As a temporary workaround prior to installing the patch customers are advised to either uninstall the Microsoft Windows update or use an alternate browser.

AFFECTED SYSTEMS & USERS:

Visitors using IE 11 with Portal Style 4 that have applied Windows Update KB3154070 or Windows Update KB3160005.

ADDITIONAL INFORMATION:

If you have additional questions, please contact our Support team at 877-373-7848 (option 2) or via email at Support@gomoxie.com.