Customers portal view stucks when trying to add comment

[Pascal Stephan]

Hello all,

currently we are facing the problem that our customers service portal page stucks when they are trying to write a comment in the comment field in their issues in the customer portal. Their browser then also gives the notification that the page is stuck.

In the atlassian-jira.log i found followin problem for the users that can't add the comments:

Can't find asset: com.atlassian.servicedesk/banner.json: Path does not exist

Is there any known problem with this? We are on jira Software Data Center Version 9.4.7 and Jira Service management Version 5.4.7

[Brant Schroeder]

@Pascal Stephan 

Are all the users having this issue using the same browser?  Have they cleared the browsers cache?  

[Pascal Stephan]

Hello @Brant Schroeder 

no not every user is experiencing this problem and yes they already cleared their browser cache

[Brant Schroeder]

@Pascal Stephan 

• What browser are they using?
• Are they on a VPN when having the issue?