Phoenix Theme in 15.8.1 SaaS

[Will Lloyd]

I am wondering if anyone else has fielded issues from users regarding the Phoenix theme in Clarity 15.8.1.

As part of our last upgrade, I changed our Theme from one of the "Classic" ones to Phoenix in order to be able to build Channels back to Project Dashboards in the Classic UI. With the SaaS/GCP migration not behaving properly when authentication has timed-out and the Modern UX is the default landing page, I had to roll back to the Classic home page (.../niku/nu...) as the landing page after (re-)authenticating.

Unfortunately, I have been receiving reports from users that the main application's page is not fully loading, despite the fact that they have been using Chrome, Firefox, Edge, etc. I have not been able to replicate their result on any of my workstations.

With the Phoenix theme being 8,111 lines while the "Classic" themes are generally around 440 lines, I am wondering if this is simply a matter of the size of the file, or might it be something else?

As you can see from the screenshot that one of my users provided, there isn't enough displayed on the page in order to simply instruct them to click-launch the Modern UX. Since they have authenticated, the work-around of having them type the url for the Modern UX is effective but burdensome to users, and a temporary solution would be to roll-back to a Classic theme.

I'm wondering if anyone else has received reports of this issue.

Thanks,
Will

[Pia Jeppesen]

Hi Will,

We have been using Phoenix theme in Classic for more than a year, even before we had our users in New UI, and we have not had any like issues. We are also on GCP now (15.8.1) and still have not had any reported issues like this.

/Pia

------------------------------
Pia Jeppesen
Senior Specialist
DSV Panalpina A/S
Denmark
------------------------------

[Will Lloyd]

Thanks Pia.

I'm leaning towards thinking that it might be either a browser version issue or something about network bandwidth. I will sometimes see a 2-3 second pause with the rendering of the CSS file when displaying something complex (like a complex Dashboard displayed in a Channel) on my home network, but the window does re-draw properly.

Thanks,
Will

[David Chiumento]

Hello Will,

my Name is David and i am from itdesign. We were initially involved in the development of PhoenixUI.
According to the screenshot i assume you are on Edge? 
Possible cause could then be that you have the compatibility or document mode set to IE11 (or even below)?
If you switch this to Edge it should be way better,

If the issue persists, please try to load the page with the Browsers developement Tools (F12) open and see if there is any logentry that is helpful.
You may share this here or contact me directly.

Best Regards
David

------------------------------
[PPM Consultant]
[www.itdesign.de]
------------------------------

[Will Lloyd]

Hi David,

Thanks for the reply.

Yes my users have told me that they are using Edge. Fortunately (or unfortunately) I am not encountering the problem since I am certain that I am running the edition of Edge that is based on Chromium (version 86.0.622.48), but based on the feedback at the Clarity PPM Office Hours session this morning, I have an email out to the users that have reported this issue to ensure that they are using this Chromium-based edition rather than the earlier IE-based edition.

I think that for the reason that I am running the Chromium-based edition, I cannot find the compatability/document mode settings you mention above. Could you please confirm whether I should be able to find this setting in version 86.0.622.48?

Thanks,
Will

[David Chiumento]

Hi Will.,

 

I can confirm that you cannot find the settings in the Chromium-based edition you are referring to.

I can also confirm that these version is working perfectly fine with the PhoenixUI.

 

For setting the compatibility view in older Edge Version there are plenty of tutorials/hints available in the web.

 

Best Regards

David

[Will Lloyd]

Thanks for confirming David.

The only reason I can think of that people are having persistent browser issues is that they have their workstation set to open links in Internet Explorer by default rather than one of the supported browsers. For some, when I coach them to first open Edge, Chrome or other, then load the Clarity url, they have an "Ah, haa" and everything looks fine. I am imagining that when urls are distributed via email, they click on the links and the default browser opens, they'll think the problem has recurred.

I'm feeling a little like I'm in an episode of Fawlty Towers...

[Will Lloyd]

I am unfortunately still having issues with users who have upgraded to the most current version of Edge (86.0.622.51). The same user I stepped through the investigation with also has a similar issue with display using Chrome. I coached them through updating their Windows 10 settings, and am certain that IE and the previous version (eg. 44) isn't trying to load the page.

I am wondering if it is a workstation-specific setting that is creating this issue.

I have no problem on my personal computer as well as on my work laptop.

I can benchmark my two computers against each other to determine what the problematic setting might be, but I'd appreciate a pointer as to which setting I should suspect.

Thanks,
Will

[Will Lloyd]

I just received indication that the kb document https://knowledge.broadcom.com/external/article?articleId=145045 may be applicable in this instance. I didn't think of trying this until now, but I just enabled that same user's account in our Dev environment and tested their display of the Classic UI with the Phoenix Theme applied, and was able to replicate the behaviour that they were witnessing.

I believe that I have to raise a Case to have their user records investigated and perhaps adjusted.

Cheers,
Will

[David Chiumento]

Hi Will,

that is very likely the case!
Thank you for pointing that out!

Hope you get this solved with the provided querys

Best of Luck,
David

------------------------------
[PPM Consultant]
[www.itdesign.de]
------------------------------