Customers portal view stucks when trying to add comment

Question

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 · Answer

@Pascal Stephan

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

Pascal Stephan · Answer

Hello @Brant Schroeder

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

Brant Schroeder · Answer

@Pascal Stephan

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