One of our Customers get's a blank page after login. How can I solve this. (TypeError: e.attributes)

[Laura Hartstein]

I have reset the customers password and can log into his account without problem on my computer. However the customer's browser doesn't load the page correctly after logging in. He has the same issue in Firefox and Chrome browser. I don't know, how to help him. Does anyone have an idea where to start? He sent me this error message:

This page uses the non standard property “zoom”. Consider using calc() in the relevant property values, or using “transform” along with “transform-origin: 0 0”. login
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detected browser: firefox, version 73.0.0 batch.js:30098:401
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DEPRECATED JS - AJS.debounce has been deprecated since 8.0.0 and will be removed in 9.0.0. Use equivalent functions from libraries like lodash / underscore instead init@https://servicedesk.qudosoft.de:8443/s/555e58c3ecc08b8b0e466b7e02f7335d-CDN/-khasjl/803006/a4b778ca90c7749d54e8ce1a5ac2e5cb/7b54af10d42c8e1ae9bd79de54f40e56/_/download/contextbatch/js/jira.webresources:almond,customerportal,com.atlassian.analytics.analytics-client:js-events/batch.js?locale=en-US:2939:2075 batch.js:1951:465
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TypeError: e.attributes is undefined
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Source map error: Error: request failed with status 404 Resource URL: https://servicedesk.qudosoft.de:8443/s/555e58c3ecc08b8b0e466…n.analytics.analytics-client:js-events/batch.js?locale=en-US Source Map URL: aui.chunk.6a46c4082f29a6fd6bc5--ff11a3937b24ddd7828c.js.map;

[Christian Grunert]

Hallo,

is there a suggestion for this problem. We also got this in our Jira, that the dashboard is just a blank page after login.
Sometimes a few reloads of the page fix it, but that could not be a suggestion.

Best Regards,

Christian

[Bartosz Ornatowski]

Hi Laura,

Sorry to hear you are having this problem.

I am assuming this issue comes from service desk, but would appreciate if you could confirm what pages are affected by this issue, and what version of our software your customer is running on. So if you could please provide more information, that would definitely help us out.

From the first glance, it might be this bug we had in our product: https://jira.atlassian.com/browse/JSDSERVER-6606 and an upgrade would fix that, assuming your customer is running an affected version. You can confirm that by scanning the Jira logs for the error mentioned in that bug report.

[Laura Hartstein]

Hi Bartosz,

I have upgraded our Jira and service desk versions (Jira: 8.6.1 and sd: 4.6.1). Unfortunately, that did not solve the problem. The page affected is the initial home page after login. Now on the updated version the home page flashes for a fraction of a second and then disappears. Then it's just a blank page. Our customer uses ubuntu and firefox (version 73.0.1). We have also tried chrome browser, but he still gets a blank page.

Thank you for your help!

Laura

[Laura Hartstein]

Hi Bartosz,

the issue still persists. Do you have another idea we could try?

Kind regards,
Laura

[Bartosz Ornatowski]

Hi Laura,

Sorry I have missed your replies.

I can see you are on Jira 8.9.1 by now. Did the issue persist on it?

Something else to try:

Verify if it affects only one user, a group or everyone - from the looks of this thread - it seems this affects only this one person in which case, we should investigate what is that person using on their end:

• browser version
• browser addons/extensions
• vpn
• anti-virus/firewall

Then we can try asking that person to run a different browser, or the same browser with all extensions disabled / VPN disconnected. It may be the case that something about the file names the browser is asking to download is interpreted somewhere on their system as an ad or blocked by some other rules that in turn prevents service desk to load the content. Are anyone else you know of affected by this issue as well?

Another possibility would be that the issue is caused by some plugin on your Jira instance or a combination of the two.

I am afraid without looking at your instance and the logs, there isn't much more we can do. Can you please reach out to Atlassian Support in that regards.

Best Regards,