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UPDATES NOT loading

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Level 2
Wanted to add to the thread of the issues on the Updates tabs. We are having issues where random users are not seeing anything on the updates tab. We have had admin log in as that person and they can see the updates. Cache clearing has happened, browser has been re-started. Would like to keep updated on the status of this issue. maradith markham-burns Kronos
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15 Replies

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Employee
Hello Maradith, We have several threads about this ongoing. Have you submitted a ticket to support about this or updated an ongoing ticket? Thanks, Kyna

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Level 2
We found that using the IE browser instead of Chrome allowed you to see updates Bill Percival

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Level 2
Hello Bill, Clearing cache and cookies (for all time) is resolving the majority of reported cases. We are still getting a few reports of edge cases where clearing browser cache and cookies (for all time) iis not resolving the blank updates screen. IF this is the case for your users please open a Support case and provide the below information to help us troubleshoot this issue. -Link to an object where the Updates are blank -Name of the users experiencing the issue Thanks, Adam Millet

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Level 1
We were having the same issue. Our users are on Chrome, we found that when they switched to Incognito mode, it would work but that's not a permanent fix. When I called Support, these are the exact steps they gave us to resolve it and so far it's working. Clear Cache & Cookies for all time in the browser Completely close out the browser Reboot the computer After completing those 3 steps, Open Workfront and test if the issue is resolved Margaret Stanek Tech Data

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Level 3
This seems to have hit a large group of my users this morning. We just drafted an Announcement to our teams to clear their browser's (Chrome's) cache and cookies then restart. It seems to be working after that. Will this be happening a lot? Eileen Womelsdorf SEI Global Marketing Operations, Resource Management Developer | Arranger | Individualization | Relator | Empathy SEI New ways. New answers. 1 Freedom Valley Drive, Oaks, PA 19456 T 610-676-2801 www.seic.com

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Level 2
Hello All, Our Development Team is looking into the few edge cases where clearing cache and cookies is not resolving the blank updates tab. We have created an article for this here that you can follow for updates on this. Thanks, Adam Millet

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Level 7
I've had another rash of users whose Updates aren't loading on any of their Updates tab. One of my users tried doing the "zap and restart tango" with Chrome and his Updates still weren't loading. (I've already submitted a ticket for him; Case #00196762.) This always seems to happen on Thursday s. And lately, it's been a weekly problem. Is there a reason for this? John J. O'Sullivan Bristol-Myers Squibb

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Level 4
We had the same problem with users both in and out of our organization's network. It seems to have resolved for now, but not sure why it happens. Lila Whitney Discover Financial Services

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Level 2
We had the same issue with several users and we did these steps and it worked perfectly. In Chrome On your computer, open Chrome. At the top right, click More "https://api.ams.gcc.teams.microsoft.com/v1/objects/0-gccaz-d2-4088acde6e14997b4128333ad4e8ec45/views/imgo" media-preview-enabler="" ng-click="$event.stopPropagation();" aria-label="Image" target="_blank" rel="noreferrer noopener" tabindex="-1"> . Click More tools "https://api.ams.gcc.teams.microsoft.com/v1/objects/0-gccaz-d1-d8ee2dec811b08fb71651fccbf9539d8/views/imgo" media-preview-enabler="" ng-click="$event.stopPropagation();" aria-label="Image" target="_blank" rel="noreferrer noopener" tabindex="-1"> Clear browsing data . At the top, choose a time range. To delete everything, select All time . Next to "Cookies and other site data" and "Cached images and files," check the boxes. Click Clear data . try Workfront again Dawn Cejudo Sr. Application Specialist/Workfront Admin Inland Empire Health Plan Rancho Cucamonga, CA 909.890.5108

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Level 7
We've had our users do just this and it does work. It didn't work for one of our users. The reason was that he had multiple computers running Chrome. He zapped his cache/cookies on one computer, but it didn't carry over to the other. It worked eventually. I got a response from Workfront Support re: why this is happening. The reasoning makes sense: It's possible that the reason you're seeing this on Thursdays is due to the timing of our patches. Over the past few weeks, we've fixed a couple of defects with the update stream and the fixes go out in our patches on Wednesday nights. We also uncovered new defects during this process and those had to be patched as well. Occasionally, after a fixed is rolled out, if a cookie in your browser doesn't play nice with the new patch, clearing cookies may be necessary. John J. O'Sullivan Bristol-Myers Squibb

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Level 3
I've only had 4 users (myself included) have this issue. I'm the only one on the NWE, the rest are on classic. I had them follow the steps outlined by the community and it worked permanently (so far) for two of us. The other two have had no success. One of those folks, who is one of my power users, cleared cache/history for all time and restarted her machine -- to no avail. She also checked Safari and Firefox (she defaults to Chrome) -- she even tried Incognito Mode, which also didn't work. This is especially frustrating because I can't repeat the issue. I've logged in as her and Updates show up for me just fine. I logged a ticket ( 00196746) and I was asked to have my user get on a call with support so she can walk through the steps. That's a tough ask when everyone is remote now and working with clients who are in crisis-mode. Kind of at a loss... Brandon Hamm Bravo Group

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Level 10
Hi Brandon, As frustrated as your two users are, they're also in a unique bug-trapped-under-a-glass situation. If you think they're up for it (and provided you screen share with them in support), I'd suggest: have them give you control of their computer remotely using chrome, log in as yourself on their browser and see if Updates show up "as you" (if not, it's their machine/browser) using chrome, lagged in as yourself on their browser, do a Setup > Login As their user and see if Updates show "as them" (if not, it's their machine/browser/user) repeat the above two steps using firefox with their permission, deinstall firefox (if they don't typically use it), then retry the previous two steps (if it doesn't work, it's their machine) if the latter does work, ask them to consider using firefox for now, or -- thinking very carefully before suggesting this -- ask them to consider reinstalling chome if none of the above helps, by relaying the results here (and on your helpdesk ticket), you'll at least be offering some new clues to the Dev team Regards, Doug Doug Den Hoed - AtAppStore

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Community Advisor
Hi Brandon, I've had multiple users lose their updates, where the cookie/cache clearing fixed them, but I have one user where the cache/cookie clearing did not work. Since we are working remotely, I can't guarantee that she did it properly, but she's done it before so I'm pretty confident she followed the correct steps. When I had her try an Incognito window, it did work, but I will continue to monitor this closely. It's pretty important the updates load now that we are remotely working for the foreseeable future. I do feel like a broken record, though... "Have you tried clearing your cache and cookies? No? Please try it now. You're welcome" Take care! Sheri Sheri Whitten

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Level 3
Thank you very much, @Doug Den Hoed - AtAppStore ! I appreciate the extra info and possible solutions. I'm not sure that I have the capability to control my user's computer to be honest. I'm assuming that I'd have to have an app installed on both my machine and my user's machine, correct? @Sheri Whitten , so good to hear from you! :) I'm in the same boat, I can't guarantee that my user is following the steps exactly. However, I can tell you that they tried an Incognito window and didn't have positive results -- which I know had been the quick/dirty solution for other folks. In other news...my updates had been fine for several weeks, maybe even a month...until moments ago. I don't normally keep 'System Updates' showing, but I needed to check on something so I toggled that on, and it triggered my updates to disappear. Anyone notice something similar in the NWE? Brandon Hamm Bravo Group

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Level 10
My pleasure Brandon, Correct: Zoom, GoToMeeting, WebEx, RDP...lots of options to use (most of which have free trials and web based) to choose from, and a handy skill to have, these days. Regards, Doug Doug Den Hoed - AtAppStore