How To Disable The PDA Interface For Service Desk Manager 12.9?

[STUART MATTHEWS]

Hello,

Since 28 September 2020, I've noticed that external links to SDM tickets open in the PDA interface unless a SDM session is already open in the browser, we are using SDM 12.9.

STEPS TO RECREATE

1. Make Internet Explorer 11 your default browser.
2. Ensure you don't have any IE 11 windows open.
3. Paste a SDM link in a Microsoft Word document such as:

http://server/CAisd/pdmweb.exe?OP=SEARCH+FACTORY=cr+SKIPLIST=1+QBE.EQ.ref_num=459915

4. Click this URL via Microsoft Word, and SDM PDA mode appears.

Does anyone know how to disable the PDA interface?

I see this comment on Idea "Disable PDA/Mobile Functionality"  but I'm unsure what form/s they are referencing:

I recently renamed &quot;<strong>pda</strong>&quot; folder to &quot;<strong>disabled_pda</strong>&quot; on &quot;<strong>$NX_ROOT\bopcfg\www\htmpl\</strong>&quot; and <div> &quot;<strong>$NX_ROOT\site\mods\www\htmp</strong>l&quot; paths, then ran <strong>pdm_webcache -H</strong>. That seems to have done the trick for me for. Once I did this, the pda interface cannot be accessed.</div>​

Thanks
Stuart

[Brian Mathato]

Hi Stuart,

You can go ahead and rename or move the PDA folder that is located in ~NX_ROOT\bopcfg\www\htmpl. This interface is not really being used and somewhat obsolete for today's needs. 

Perhaps the below KB articles may help to address your issue and provide an explanation?

https://knowledge.broadcom.com/external/article?articleId=27847

https://knowledge.broadcom.com/external/article?articleId=44986



------------------------------
Kind Regards,
Brian
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[STUART MATTHEWS]

Thanks for replying Brian, If I renamed the pda folder within NX_ROOT\bopcfg\www\htmpl, this messages occurs instead:

AHD04407:CA Service Desk Manager html generation error. Could not find or process 'gobtn_role.htmpl'.
AHD04407:CA Service Desk Manager html generation error. Could not find or process 'welcome_banner.htmpl'.
AHD04407:CA Service Desk Manager html generation error. Could not find or process 'role_main.htmpl'.

AHD04714:Unable to open file std_head.htmpl at gobtn_role.htmpl[14]: No such file or directory (2) userid=jbloggs

Again the 2nd external SDM link opens fine (if you already have a SDM session open), which is puzzling to me. Compatibility view does not fix it either. IE 11 Enterprise Mode does, but that breaks the SDM menu bar.

With regards to link https://knowledge.broadcom.com/external/article?articleId=44986 can you paste the information within faq380589, I don't have access to this.

Cheers
Stuart

[Brian Mathato]

There is really nothing that the normal Analyst should be needing to use in the PDA folder. It looks like you may have some customizations you did in the Analyst interface. Rename and\or move the same PDA folder in the NX_ROOT\site path. The files that are shared between the different interfaces, would not be located in the PDA folder anyway. So not sure what is happening on your specific environment...

------------------------------
Kind Regards,
Brian
------------------------------

[STUART MATTHEWS]

I don't have any pda folder within NX_ROOT\site\mods\www\htmpl.

I suspect a Windows Update has caused this issue, in that case hopefully someone else out there can confirm they have the same problem.

[Joe Gavan]

Stuart,

I previously had problems with the PDA interface showing in the browser and identified the following:

This output is produced as Service Desk decides based on a list of 'supported browsers' whether the client device is able to support the normal interface and if not, it redirects to this very basic PDA interface. The check is performed against the User-Agent string sent by the browser and the code that performs the check is contained within the files browser.js and menu_frames_role.htmpl.

Using Chrome, it is possible to modify the User-Agent string and therefore act as different browser versions to enable testing of web sites. 
So having analysed the code and using this feature within Chrome, I set my User-Agent string to pretend to be an early IE version (4.x) and obtained the pda interface. Setting it back to the correct value for IE11 returned the correct screen.

In our case it was the load balancer that was passing the wrong user-agent string and our network guys managed to change the setting to resolve the issue.  If you look in the IIS log file you should see the string being presented e.g "Mozilla/4.0+(compatible;+MSIE+4.0;+Windows+NT+6.0)" and be able to work out which values work and which don't and then either resolve externally or amend the files mentioned above to make it supported.

Best regards
Joe

------------------------------
Joe
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[STUART MATTHEWS]

Thanks for the feedback Joe. Oddly the issue doesn't occur when you open an excel attachment from your email that has a SDM link inside (CABI report), unless you click "Enable Editing". And it doesn't happen if you already have an SDM 12.9 session open.

[STUART MATTHEWS]

Looking the IIS logs I'm struggling to find a difference when I click an SDM external link the 2nd time (which always works).

#Software: Microsoft Internet Information Services 8.0
#Version: 1.0
#Date: 2020-11-02 22:03:56
#Fields: date time s-ip cs-method cs-uri-stem cs-uri-query s-port cs-username c-ip cs(User-Agent) cs(Referer) sc-status sc-substatus sc-win32-status time-taken

2020-11-02 22:03:56 10.xx.xx.xx HEAD /CAisd/pdmweb.exe OP=SEARCH+FACTORY=cr+SKIPLIST=1+QBE.EQ.ref_num=398935 80 - 10.xx.xx.xx Microsoft+Office+Word+2014+(16.0.12527)+Windows+NT+10.0 - 401 2 5 31

2020-11-02 22:03:56 10.xx.xx.xx HEAD /CAisd/pdmweb.exe OP=SEARCH+FACTORY=cr+SKIPLIST=1+QBE.EQ.ref_num=398935 80 DOMAIN\matthews 10.xx.xx.xx Microsoft+Office+Word+2014+(16.0.12527)+Windows+NT+10.0 - 200 0 0 77

2020-11-02 22:03:56 10.xx.xx.xx GET /CAisd/pdmweb.exe OP=SEARCH+FACTORY=cr+SKIPLIST=1+QBE.EQ.ref_num=398935 80 DOMAIN\matthews 10.xx.xx.xx Mozilla/4.0+(compatible;+ms-office) - 200 0 0 46

2020-11-02 22:03:56 10.xx.xx.xx GET /CAisd/pdmweb.exe SID=1215673099+FID=1745185703+OP=REPLACE_LOGIN+HTMPL=post_menu.htmpl 80 - 10.xx.xx.xx Mozilla/5.0+(Windows+NT+10.0;+WOW64;+Trident/7.0;+Touch;+rv:11.0)+like+Gecko http://server/CAisd/pdmweb.exe?OP=SEARCH+FACTORY=cr+SKIPLIST=1+QBE.EQ.ref_num=398935 401 2 5 15

2020-11-02 22:03:56 10.xx.xx.xx GET /CAisd/pdmweb.exe SID=1215673099+FID=1745185703+OP=REPLACE_LOGIN+HTMPL=post_menu.htmpl 80 DOMAIN\matthews 10.xx.xx.xx Mozilla/5.0+(Windows+NT+10.0;+WOW64;+Trident/7.0;+Touch;+rv:11.0)+like+Gecko http://server/CAisd/pdmweb.exe?OP=SEARCH+FACTORY=cr+SKIPLIST=1+QBE.EQ.ref_num=398935 200 0 0 31

2020-11-02 22:03:56 10.xx.xx.xx GET /CAisd/css/print.css - 80 DOMAIN\matthews 10.xx.xx.xx Mozilla/5.0+(Windows+NT+10.0;+WOW64;+Trident/7.0;+Touch;+rv:11.0)+like+Gecko http://server/CAisd/pdmweb.exe 200 0 0 15

2020-11-02 22:03:56 10.xx.xx.xx GET /CAisd/scripts/msgtext.js - 80 DOMAIN\matthews 10.xx.xx.xx Mozilla/5.0+(Windows+NT+10.0;+WOW64;+Trident/7.0;+Touch;+rv:11.0)+like+Gecko http://server/CAisd/pdmweb.exe 200 0 0 15

2020-11-02 22:03:56 10.xx.xx.xx POST /CAisd/pdmweb.exe - 80 DOMAIN\matthews 10.xx.xx.xx Mozilla/5.0+(Windows+NT+10.0;+WOW64;+Trident/7.0;+Touch;+rv:11.0)+like+Gecko http://server/CAisd/pdmweb.exe?SID=1215673099+FID=1745185703+OP=REPLACE_LOGIN+HTMPL=post_menu.htmpl 200 0 0 124

2020-11-02 22:03:56 10.xx.xx.xx GET /CAisd/scripts/browser.js - 80 DOMAIN\matthews 10.xx.xx.xx Mozilla/5.0+(Windows+NT+10.0;+WOW64;+Trident/7.0;+Touch;+rv:11.0)+like+Gecko http://server/CAisd/pdmweb.exe 200 0 0 15

[Joe Gavan]

Stuart,

I found the following information in another internet post that suggests the User Agent string presented to IIS from a word document in "Protected View" differs to subsequent requests and does not identify it as coming from MS office :

If the Word document is in "protected view" then when a user clicks on a link they first get a warning about the dangers of the internet, and then Word tries to retrieve the document. In this case, the user agent string DOES NOT identify that it's coming from Word or Office - at least not in any way I can tell. 

Protected View User Agent String:

Mozilla/4.0 (compatible; MSIE 7.0; Windows NT 6.3; WOW64; Trident/7.0; .NET4.0E; .NET4.0C; .NET CLR 3.5.30729; .NET CLR 2.0.50727; .NET CLR 3.0.30729; Tablet PC 2.0)

Unprotected View User Agent String:
Mozilla/4.0 (compatible; MSIE 7.0; Windows NT 6.3; WOW64; Trident/7.0; .NET4.0E; .NET4.0C; .NET CLR 3.5.30729; .NET CLR 2.0.50727; .NET CLR 3.0.30729; Tablet PC 2.0; ms-office)

You can see the "ms-office" part only arrives if the user has turned off protected view.

Do you see this difference in your IIS logs between the working and non working link?

Regards
Joe

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Joe
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[STUART MATTHEWS]

I'm not seeing the HEAD entries when it works when opening a SDM link within an Microsoft Excel file attached to an email in "Protected View":

WORKING ("Excel Protected View")
#Software: Microsoft Internet Information Services 8.0

#Version: 1.0

#Date: 2020-11-05 03:31:55

#Fields: date time s-ip cs-method cs-uri-stem cs-uri-query s-port cs-username c-ip cs(User-Agent) cs(Referer) sc-status sc-substatus sc-win32-status time-taken

2020-11-05 03:31:55 10.xx.xx.xx GET /CAisd/pdmweb.exe OP=SEARCH+FACTORY=cr+SKIPLIST=1+QBE.EQ.ref_num=398935 80 DOMAIN\matthews 10.xx.xx.xx Mozilla/5.0+(Windows+NT+10.0;+WOW64;+Trident/7.0;+rv:11.0)+like+Gecko - 200 0 0 31

2020-11-05 03:31:55 10.xx.xx.xx GET /CAisd/pdmweb.exe SID=95432107+FID=652107228+OP=REPLACE_LOGIN+HTMPL=post_menu.htmpl 80 - 10.xx.xx.xx Mozilla/5.0+(Windows+NT+10.0;+WOW64;+Trident/7.0;+Touch;+rv:11.0)+like+Gecko http://server/CAisd/pdmweb.exe?OP=SEARCH+FACTORY=cr+SKIPLIST=1+QBE.EQ.ref_num=398935 401 2 5 15

2020-11-05 03:31:55 10.xx.xx.xx GET /CAisd/pdmweb.exe SID=95432107+FID=652107228+OP=REPLACE_LOGIN+HTMPL=post_menu.htmpl 80 DOMAIN\matthews 10.xx.xx.xx Mozilla/5.0+(Windows+NT+10.0;+WOW64;+Trident/7.0;+Touch;+rv:11.0)+like+Gecko http://server/CAisd/pdmweb.exe?OP=SEARCH+FACTORY=cr+SKIPLIST=1+QBE.EQ.ref_num=398935 200 0 0 15

2020-11-05 03:31:55 10.xx.xx.xx POST /CAisd/pdmweb.exe - 80 DOMAIN\matthews 10.xx.xx.xx Mozilla/5.0+(Windows+NT+10.0;+WOW64;+Trident/7.0;+Touch;+rv:11.0)+like+Gecko http://server/CAisd/pdmweb.exe?SID=95432107+FID=652107228+OP=REPLACE_LOGIN+HTMPL=post_menu.htmpl 200 0 0 140

2020-11-05 03:31:55 10.xx.xx.xx GET /CAisd/pdmweb.exe OP=DISPLAY_FORM+SID=95432107+FID=123+HTMPL=gobtn_role.htmpl 80 DOMAIN\matthews 10.xx.xx.xx Mozilla/5.0+(Windows+NT+10.0;+WOW64;+Trident/7.0;+Touch;+rv:11.0)+like+Gecko http://server/CAisd/pdmweb.exe 200 0 0 31

2020-11-05 03:31:55 10.xx.xx.xx GET /CAisd/pdmweb.exe OP=DISPLAY_FORM+SID=95432107+FID=123+HTMPL=welcome_banner.htmpl 80 DOMAIN\matthews 10.xx.xx.xx Mozilla/5.0+(Windows+NT+10.0;+WOW64;+Trident/7.0;+Touch;+rv:11.0)+like+Gecko http://server/CAisd/pdmweb.exe 200 0 0 46

2020-11-05 03:31:55 10.xx.xx.xx GET /CAisd/pdmweb.exe OP=DISPLAY_FORM+SID=95432107+FID=123+HTMPL=role_main.htmpl+prop.role_menubar=menubar_sd.htmpl 80 DOMAIN\matthews 10.xx.xx.xx Mozilla/5.0+(Windows+NT+10.0;+WOW64;+Trident/7.0;+Touch;+rv:11.0)+like+Gecko http://server/CAisd/pdmweb.exe 200 0 0 62

2020-11-05 03:31:55 10.xx.xx.xx GET /CAisd/pdmweb.exe OP=DISPLAY_FORM+SID=95432107+FID=125+HTMPL=load_cache.htmpl 80 DOMAIN\matthews 10.xx.xx.xx Mozilla/5.0+(Windows+NT+10.0;+WOW64;+Trident/7.0;+Touch;+rv:11.0)+like+Gecko http://server/CAisd/pdmweb.exe 200 0 0 46

2020-11-05 03:31:56 10.xx.xx.xx GET /CAisd/capa.properties _=1604547116544 80 DOMAIN\matthews 10.xx.xx.xx Mozilla/5.0+(Windows+NT+10.0;+WOW64;+Trident/7.0;+Touch;+rv:11.0)+like+Gecko http://server/CAisd/pdmweb.exe?OP=DISPLAY_FORM+SID=95432107+FID=123+HTMPL=role_main.htmpl+prop.role_menubar=menubar_sd.htmpl 200 0 0 15

2020-11-05 03:31:56 10.xx.xx.xx GET /CAisd/capa.properties _=1604547116651 80 DOMAIN\matthews 10.xx.xx.xx Mozilla/5.0+(Windows+NT+10.0;+WOW64;+Trident/7.0;+Touch;+rv:11.0)+like+Gecko http://server/CAisd/pdmweb.exe?OP=DISPLAY_FORM+SID=95432107+FID=123+HTMPL=gobtn_role.htmpl 200 0 0 15

2020-11-05 03:31:56 10.xx.xx.xx GET /CAisd/capa.properties _=1604547116668 80 DOMAIN\matthews 10.xx.xx.xx Mozilla/5.0+(Windows+NT+10.0;+WOW64;+Trident/7.0;+Touch;+rv:11.0)+like+Gecko http://server/CAisd/pdmweb.exe?OP=DISPLAY_FORM+SID=95432107+FID=123+HTMPL=welcome_banner.htmpl 200 0 0 15

2020-11-05 03:31:56 10.xx.xx.xx GET /CAisd/pdmweb.exe SID=95432107+FID=123+OP=SEARCH+FACTORY=cr+SKIPLIST=1+QBE.EQ.ref_num=398935 80 DOMAIN\matthews 10.xx.xx.xx Mozilla/5.0+(Windows+NT+10.0;+WOW64;+Trident/7.0;+Touch;+rv:11.0)+like+Gecko http://server/CAisd/pdmweb.exe?OP=DISPLAY_FORM+SID=95432107+FID=123+HTMPL=role_main.htmpl+prop.role_menubar=menubar_sd.htmpl 200 0 0 78

2020-11-05 03:31:56 10.xx.xx.xx GET /CAisd/capa.properties _=1604547117551 80 DOMAIN\matthews 10.xx.xx.xx Mozilla/5.0+(Windows+NT+10.0;+WOW64;+Trident/7.0;+Touch;+rv:11.0)+like+Gecko http://server/CAisd/pdmweb.exe?SID=95432107+FID=123+OP=SEARCH+FACTORY=cr+SKIPLIST=1+QBE.EQ.ref_num=398935 200 0 0 15

2020-11-05 03:31:56 10.xx.xx.xx GET /CAisd/pdmweb.exe SID=95432107+FID=1297177407+OP=VALID_TRANSITIONS+FACTORY=cr+STATUS_FACTORY=crs+STATUS=OP+PERSID=cr:799922+TENANT=+TYPE=R 80 DOMAIN\matthews 10.xx.xx.xx Mozilla/5.0+(Windows+NT+10.0;+WOW64;+Trident/7.0;+Touch;+rv:11.0)+like+Gecko http://server/CAisd/pdmweb.exe?SID=95432107+FID=123+OP=SEARCH+FACTORY=cr+SKIPLIST=1+QBE.EQ.ref_num=398935 200 0 0 15

2020-11-05 03:31:56 10.xx.xx.xx GET /CAisd/pdmweb.exe SID=95432107+FID=512+OP=SEARCH+FACTORY=alg+QBE.EQ.call_req_id=cr:799922 80 DOMAIN\matthews 10.xx.xx.xx Mozilla/5.0+(Windows+NT+10.0;+WOW64;+Trident/7.0;+Touch;+rv:11.0)+like+Gecko http://server/CAisd/pdmweb.exe?SID=95432107+FID=123+OP=SEARCH+FACTORY=cr+SKIPLIST=1+QBE.EQ.ref_num=398935 200 0 0 46

2020-11-05 03:31:58 10.xx.xx.xx GET /CAisd/capa.properties _=1604547117960 80 DOMAIN\matthews 10.xx.xx.xx Mozilla/5.0+(Windows+NT+10.0;+WOW64;+Trident/7.0;+Touch;+rv:11.0)+like+Gecko http://server/CAisd/pdmweb.exe?SID=95432107+FID=512+OP=SEARCH+FACTORY=alg+QBE.EQ.call_req_id=cr:799922 200 0 0 15

2020-11-05 03:31:58 10.xx.xx.xx GET /CAisd/pdmweb.exe SID=95432107+FID=1297177407+OP=SPEC_HAND+FACTORY=cnt+PERSID=cnt:D18B4835EA28A643800260AA1C282A87 80 DOMAIN\matthews 10.xx.xx.xx Mozilla/5.0+(Windows+NT+10.0;+WOW64;+Trident/7.0;+Touch;+rv:11.0)+like+Gecko http://server/CAisd/pdmweb.exe?SID=95432107+FID=123+OP=SEARCH+FACTORY=cr+SKIPLIST=1+QBE.EQ.ref_num=398935 200 0 0 15

2020-11-05 03:32:04 10.xx.xx.xx GET /CAisd/pdmweb.exe SID=95432107+FID=0+ENDSESSION=1 80 DOMAIN\matthews 10.xx.xx.xx Mozilla/5.0+(Windows+NT+10.0;+WOW64;+Trident/7.0;+Touch;+rv:11.0)+like+Gecko http://server/CAisd/pdmweb.exe 200 0 0 15

NOT WORKING
#Software: Microsoft Internet Information Services 8.0

#Version: 1.0

#Date: 2020-11-05 03:32:36

#Fields: date time s-ip cs-method cs-uri-stem cs-uri-query s-port cs-username c-ip cs(User-Agent) cs(Referer) sc-status sc-substatus sc-win32-status time-taken

2020-11-05 03:32:36 10.xx.xx.xx HEAD /CAisd/pdmweb.exe OP=SEARCH+FACTORY=cr+SKIPLIST=1+QBE.EQ.ref_num=398935 80 - 10.xx.xx.xx Microsoft+Office+Excel+2014+(16.0.12527)+Windows+NT+10.0 - 401 2 5 15

2020-11-05 03:32:36 10.xx.xx.xx HEAD /CAisd/pdmweb.exe OP=SEARCH+FACTORY=cr+SKIPLIST=1+QBE.EQ.ref_num=398935 80 DOMAIN\matthews 10.xx.xx.xx Microsoft+Office+Excel+2014+(16.0.12527)+Windows+NT+10.0 - 200 0 0 93

2020-11-05 03:32:36 10.xx.xx.xx GET /CAisd/pdmweb.exe OP=SEARCH+FACTORY=cr+SKIPLIST=1+QBE.EQ.ref_num=398935 80 DOMAIN\matthews 10.xx.xx.xx Mozilla/4.0+(compatible;+ms-office) - 200 0 0 46

2020-11-05 03:32:36 10.xx.xx.xx GET /CAisd/pdmweb.exe SID=782502305+FID=879500744+OP=REPLACE_LOGIN+HTMPL=post_menu.htmpl 80 - 10.xx.xx.xx Mozilla/5.0+(Windows+NT+10.0;+WOW64;+Trident/7.0;+Touch;+rv:11.0)+like+Gecko http://server/CAisd/pdmweb.exe?OP=SEARCH+FACTORY=cr+SKIPLIST=1+QBE.EQ.ref_num=398935 401 2 5 15

2020-11-05 03:32:36 10.xx.xx.xx GET /CAisd/pdmweb.exe SID=782502305+FID=879500744+OP=REPLACE_LOGIN+HTMPL=post_menu.htmpl 80 DOMAIN\matthews 10.xx.xx.xx Mozilla/5.0+(Windows+NT+10.0;+WOW64;+Trident/7.0;+Touch;+rv:11.0)+like+Gecko http://server/CAisd/pdmweb.exe?OP=SEARCH+FACTORY=cr+SKIPLIST=1+QBE.EQ.ref_num=398935 200 0 0 31

2020-11-05 03:32:36 10.xx.xx.xx POST /CAisd/pdmweb.exe - 80 DOMAIN\matthews 10.xx.xx.xx Mozilla/5.0+(Windows+NT+10.0;+WOW64;+Trident/7.0;+Touch;+rv:11.0)+like+Gecko http://server/CAisd/pdmweb.exe?SID=782502305+FID=879500744+OP=REPLACE_LOGIN+HTMPL=post_menu.htmpl 200 0 0 15

2020-11-05 03:32:36 10.xx.xx.xx GET /CAisd/pdmweb.exe SID=782502305+FID=123+OP=SEARCH+FACTORY=cr+SKIPLIST=1+QBE.EQ.ref_num=398935 80 DOMAIN\matthews 10.xx.xx.xx Mozilla/5.0+(Windows+NT+10.0;+WOW64;+Trident/7.0;+Touch;+rv:11.0)+like+Gecko - 200 0 0 31

2020-11-05 03:32:36 10.xx.xx.xx GET /CAisd/img/circleca.png - 80 DOMAIN\matthews 10.xx.xx.xx Mozilla/5.0+(Windows+NT+10.0;+WOW64;+Trident/7.0;+Touch;+rv:11.0)+like+Gecko http://server/CAisd/pdmweb.exe?SID=782502305+FID=123+OP=SEARCH+FACTORY=cr+SKIPLIST=1+QBE.EQ.ref_num=398935 304 0 0 15

######################################################################################################

And only 1 HEAD entry for clicking the link from a locally saved Microsoft Word document:

FIRST TAB = FAULT

2020-11-05 03:15:55 10.xx.xx.xx HEAD /CAisd/pdmweb.exe OP=SEARCH+FACTORY=cr+SKIPLIST=1+QBE.EQ.ref_num=398935 80 - 10.xx.xx.xx Microsoft+Office+Word+2014+(16.0.12527)+Windows+NT+10.0 - 401 2 5 15

2020-11-05 03:15:55 10.xx.xx.xx HEAD /CAisd/pdmweb.exe OP=SEARCH+FACTORY=cr+SKIPLIST=1+QBE.EQ.ref_num=398935 80 DOMAIN\matthews 10.xx.xx.xx Microsoft+Office+Word+2014+(16.0.12527)+Windows+NT+10.0 - 200 0 0 93

2020-11-05 03:15:55 10.xx.xx.xx GET /CAisd/pdmweb.exe OP=SEARCH+FACTORY=cr+SKIPLIST=1+QBE.EQ.ref_num=398935 80 DOMAIN\matthews 10.xx.xx.xx Mozilla/4.0+(compatible;+ms-office) - 200 0 0 31

2020-11-05 03:15:55 10.xx.xx.xx GET /CAisd/pdmweb.exe SID=544108233+FID=1641470309+OP=REPLACE_LOGIN+HTMPL=post_menu.htmpl 80 - 10.xx.xx.xx Mozilla/5.0+(Windows+NT+10.0;+WOW64;+Trident/7.0;+Touch;+rv:11.0)+like+Gecko http://server/CAisd/pdmweb.exe?OP=SEARCH+FACTORY=cr+SKIPLIST=1+QBE.EQ.ref_num=398935 401 2 5 15

2020-11-05 03:15:55 10.xx.xx.xx GET /CAisd/pdmweb.exe SID=544108233+FID=1641470309+OP=REPLACE_LOGIN+HTMPL=post_menu.htmpl 80 DOMAIN\matthews 10.xx.xx.xx Mozilla/5.0+(Windows+NT+10.0;+WOW64;+Trident/7.0;+Touch;+rv:11.0)+like+Gecko http://server/CAisd/pdmweb.exe?OP=SEARCH+FACTORY=cr+SKIPLIST=1+QBE.EQ.ref_num=398935 200 0 0 31

2020-11-05 03:15:55 10.xx.xx.xx POST /CAisd/pdmweb.exe - 80 DOMAIN\matthews 10.xx.xx.xx Mozilla/5.0+(Windows+NT+10.0;+WOW64;+Trident/7.0;+Touch;+rv:11.0)+like+Gecko http://server/CAisd/pdmweb.exe?SID=544108233+FID=1641470309+OP=REPLACE_LOGIN+HTMPL=post_menu.htmpl 200 0 0 15

2020-11-05 03:15:55 10.xx.xx.xx GET /CAisd/pdmweb.exe SID=544108233+FID=123+OP=SEARCH+FACTORY=cr+SKIPLIST=1+QBE.EQ.ref_num=398935 80 DOMAIN\matthews 10.xx.xx.xx Mozilla/5.0+(Windows+NT+10.0;+WOW64;+Trident/7.0;+Touch;+rv:11.0)+like+Gecko - 200 0 0 31

2020-11-05 03:15:55 10.xx.xx.xx GET /CAisd/img/circleca.png - 80 DOMAIN\matthews 10.xx.xx.xx Mozilla/5.0+(Windows+NT+10.0;+WOW64;+Trident/7.0;+Touch;+rv:11.0)+like+Gecko http://server/CAisd/pdmweb.exe?SID=544108233+FID=123+OP=SEARCH+FACTORY=cr+SKIPLIST=1+QBE.EQ.ref_num=398935 304 0 0 15


SECOND TAB (Existing SDM Session) = NO FAULT
2020-11-05 03:16:10 10.xx.xx.xx HEAD /CAisd/pdmweb.exe OP=SEARCH+FACTORY=cr+SKIPLIST=1+QBE.EQ.ref_num=398935 80 DOMAIN\matthews 10.xx.xx.xx Microsoft+Office+Word+2014+(16.0.12527)+Windows+NT+10.0 - 200 0 0 93

2020-11-05 03:16:10 10.xx.xx.xx GET /CAisd/pdmweb.exe OP=SEARCH+FACTORY=cr+SKIPLIST=1+QBE.EQ.ref_num=398935 80 DOMAIN\matthews 10.xx.xx.xx Mozilla/4.0+(compatible;+ms-office) - 200 0 0 31

2020-11-05 03:16:10 10.xx.xx.xx GET /CAisd/pdmweb.exe OP=SEARCH+FACTORY=cr+SKIPLIST=1+QBE.EQ.ref_num=398935 80 - 10.xx.xx.xx Mozilla/5.0+(Windows+NT+10.0;+WOW64;+Trident/7.0;+Touch;+rv:11.0)+like+Gecko - 401 2 5 15

2020-11-05 03:16:10 10.xx.xx.xx GET /CAisd/pdmweb.exe OP=SEARCH+FACTORY=cr+SKIPLIST=1+QBE.EQ.ref_num=398935 80 DOMAIN\matthews 10.xx.xx.xx Mozilla/5.0+(Windows+NT+10.0;+WOW64;+Trident/7.0;+Touch;+rv:11.0)+like+Gecko - 200 0 0 31

2020-11-05 03:16:10 10.xx.xx.xx GET /CAisd/pdmweb.exe SID=712826668+FID=1590700018+OP=REPLACE_LOGIN+HTMPL=post_menu.htmpl 80 DOMAIN\matthews 10.xx.xx.xx Mozilla/5.0+(Windows+NT+10.0;+WOW64;+Trident/7.0;+Touch;+rv:11.0)+like+Gecko http://server/CAisd/pdmweb.exe?OP=SEARCH+FACTORY=cr+SKIPLIST=1+QBE.EQ.ref_num=398935 200 0 0 62

2020-11-05 03:16:10 10.xx.xx.xx POST /CAisd/pdmweb.exe - 80 DOMAIN\matthews 10.xx.xx.xx Mozilla/5.0+(Windows+NT+10.0;+WOW64;+Trident/7.0;+Touch;+rv:11.0)+like+Gecko http://server/CAisd/pdmweb.exe?SID=712826668+FID=1590700018+OP=REPLACE_LOGIN+HTMPL=post_menu.htmpl 200 0 0 140

2020-11-05 03:16:11 10.xx.xx.xx GET /CAisd/pdmweb.exe OP=DISPLAY_FORM+SID=712826668+FID=123+HTMPL=gobtn_role.htmpl 80 DOMAIN\matthews 10.xx.xx.xx Mozilla/5.0+(Windows+NT+10.0;+WOW64;+Trident/7.0;+Touch;+rv:11.0)+like+Gecko http://server/CAisd/pdmweb.exe 200 0 0 31

2020-11-05 03:16:11 10.xx.xx.xx GET /CAisd/pdmweb.exe OP=DISPLAY_FORM+SID=712826668+FID=123+HTMPL=welcome_banner.htmpl 80 DOMAIN\matthews 10.xx.xx.xx Mozilla/5.0+(Windows+NT+10.0;+WOW64;+Trident/7.0;+Touch;+rv:11.0)+like+Gecko http://server/CAisd/pdmweb.exe 200 0 0 46

2020-11-05 03:16:11 10.xx.xx.xx GET /CAisd/pdmweb.exe OP=DISPLAY_FORM+SID=712826668+FID=123+HTMPL=role_main.htmpl+prop.role_menubar=menubar_sd.htmpl 80 DOMAIN\matthews 10.xx.xx.xx Mozilla/5.0+(Windows+NT+10.0;+WOW64;+Trident/7.0;+Touch;+rv:11.0)+like+Gecko http://server/CAisd/pdmweb.exe 200 0 0 62

2020-11-05 03:16:11 10.xx.xx.xx GET /CAisd/pdmweb.exe OP=DISPLAY_FORM+SID=712826668+FID=125+HTMPL=load_cache.htmpl 80 DOMAIN\matthews 10.xx.xx.xx Mozilla/5.0+(Windows+NT+10.0;+WOW64;+Trident/7.0;+Touch;+rv:11.0)+like+Gecko http://server/CAisd/pdmweb.exe 200 0 0 46

2020-11-05 03:16:11 10.xx.xx.xx GET /CAisd/capa.properties _=1604546171317 80 DOMAIN\matthews 10.xx.xx.xx Mozilla/5.0+(Windows+NT+10.0;+WOW64;+Trident/7.0;+Touch;+rv:11.0)+like+Gecko http://server/CAisd/pdmweb.exe?OP=DISPLAY_FORM+SID=712826668+FID=123+HTMPL=role_main.htmpl+prop.role_menubar=menubar_sd.htmpl 200 0 0 31

2020-11-05 03:16:11 10.xx.xx.xx GET /CAisd/capa.properties _=1604546171438 80 DOMAIN\matthews 10.xx.xx.xx Mozilla/5.0+(Windows+NT+10.0;+WOW64;+Trident/7.0;+Touch;+rv:11.0)+like+Gecko http://server/CAisd/pdmweb.exe?OP=DISPLAY_FORM+SID=712826668+FID=123+HTMPL=gobtn_role.htmpl 200 0 0 15

2020-11-05 03:16:11 10.xx.xx.xx GET /CAisd/capa.properties _=1604546171466 80 DOMAIN\matthews 10.xx.xx.xx Mozilla/5.0+(Windows+NT+10.0;+WOW64;+Trident/7.0;+Touch;+rv:11.0)+like+Gecko http://server/CAisd/pdmweb.exe?OP=DISPLAY_FORM+SID=712826668+FID=123+HTMPL=welcome_banner.htmpl 200 0 0 15

2020-11-05 03:16:12 10.xx.xx.xx GET /CAisd/pdmweb.exe SID=712826668+FID=123+OP=SEARCH+FACTORY=cr+SKIPLIST=1+QBE.EQ.ref_num=398935 80 DOMAIN\matthews 10.xx.xx.xx Mozilla/5.0+(Windows+NT+10.0;+WOW64;+Trident/7.0;+Touch;+rv:11.0)+like+Gecko http://server/CAisd/pdmweb.exe?OP=DISPLAY_FORM+SID=712826668+FID=123+HTMPL=role_main.htmpl+prop.role_menubar=menubar_sd.htmpl 200 0 0 78

2020-11-05 03:16:12 10.xx.xx.xx GET /CAisd/capa.properties _=1604546172499 80 DOMAIN\matthews 10.xx.xx.xx Mozilla/5.0+(Windows+NT+10.0;+WOW64;+Trident/7.0;+Touch;+rv:11.0)+like+Gecko http://server/CAisd/pdmweb.exe?SID=712826668+FID=123+OP=SEARCH+FACTORY=cr+SKIPLIST=1+QBE.EQ.ref_num=398935 200 0 0 15

2020-11-05 03:16:12 10.xx.xx.xx GET /CAisd/pdmweb.exe SID=712826668+FID=525867349+OP=VALID_TRANSITIONS+FACTORY=cr+STATUS_FACTORY=crs+STATUS=OP+PERSID=cr:799922+TENANT=+TYPE=R 80 DOMAIN\matthews 10.xx.xx.xx Mozilla/5.0+(Windows+NT+10.0;+WOW64;+Trident/7.0;+Touch;+rv:11.0)+like+Gecko http://server/CAisd/pdmweb.exe?SID=712826668+FID=123+OP=SEARCH+FACTORY=cr+SKIPLIST=1+QBE.EQ.ref_num=398935 200 0 0 15

2020-11-05 03:16:12 10.xx.xx.xx GET /CAisd/pdmweb.exe SID=712826668+FID=4264+OP=SEARCH+FACTORY=alg+QBE.EQ.call_req_id=cr:799922 80 DOMAIN\matthews 10.xx.xx.xx Mozilla/5.0+(Windows+NT+10.0;+WOW64;+Trident/7.0;+Touch;+rv:11.0)+like+Gecko http://server/CAisd/pdmweb.exe?SID=712826668+FID=123+OP=SEARCH+FACTORY=cr+SKIPLIST=1+QBE.EQ.ref_num=398935 200 0 0 31

2020-11-05 03:16:12 10.xx.xx.xx GET /CAisd/capa.properties _=1604546172829 80 DOMAIN\matthews 10.xx.xx.xx Mozilla/5.0+(Windows+NT+10.0;+WOW64;+Trident/7.0;+Touch;+rv:11.0)+like+Gecko http://server/CAisd/pdmweb.exe?SID=712826668+FID=4264+OP=SEARCH+FACTORY=alg+QBE.EQ.call_req_id=cr:799922 200 0 0 15

2020-11-05 03:16:12 10.xx.xx.xx GET /CAisd/pdmweb.exe SID=712826668+FID=525867349+OP=SPEC_HAND+FACTORY=cnt+PERSID=cnt:D18B4835EA28A643800260AA1C282A87 80 DOMAIN\matthews 10.xx.xx.xx Mozilla/5.0+(Windows+NT+10.0;+WOW64;+Trident/7.0;+Touch;+rv:11.0)+like+Gecko http://server/CAisd/pdmweb.exe?SID=712826668+FID=123+OP=SEARCH+FACTORY=cr+SKIPLIST=1+QBE.EQ.ref_num=398935 200 0 0 31

2020-11-05 03:16:21 10.xx.xx.xx GET /CAisd/pdmweb.exe SID=712826668+FID=0+ENDSESSION=1 80 DOMAIN\matthews 10.xx.xx.xx Mozilla/5.0+(Windows+NT+10.0;+WOW64;+Trident/7.0;+Touch;+rv:11.0)+like+Gecko http://server/CAisd/pdmweb.exe 200 0 0 15

[STUART MATTHEWS]

This still occurs for SDM 17.1 after we upgraded. Anyone got a fix for this?

[STUART MATTHEWS]

FYI the fix for my scenario:

https://docs.microsoft.com/en-GB/office/troubleshoot/office-suite-issues/cannot-locate-server-when-click-hyperlink

Add the Internet Subkey to the registry and set the Value data

To work around this issue, either add the ForceShellExecute subkey, if it is not present, and set the Value data, or if it is present, set the Value data of the ForceShellExecute subkey.

1. Quit any programs that are running.

2. Select Start, and then select Run. Type regedit in the Open box, and then select OK.

3. In Registry Editor, browse to one of the following subkeys (create the keys if they do not exist):

   • For a 32-bit version of Office on a 64-bit version of Windows:

     HKEY_LOCAL_MACHINE\SOFTWARE\Wow6432Node\Microsoft\Office\9.0\Common\Internet

   • For a 32-bit version of Office on a 32-bit version of Windows:

     HKEY_LOCAL_MACHINE\SOFTWARE\Microsoft\Office\9.0\Common\Internet

   • For a 64-bit version of Office on a 64-bit version of Windows:

     HKEY_LOCAL_MACHINE\SOFTWARE\Microsoft\Office\9.0\Common\Internet

4. Make sure the Internet subkey is selected. On the Edit menu, point to New, and then select DWORD Value. Add the following registry value:

   Value Name: ForceShellExecute

5. Double-click ForceShellExecute, and then set the Value data to 1. Select OK.

6. On the Registry menu, select Exit.