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IC Context Area ToolBar buttons disappear when using Internet Explorer and Edge

Hello,

we are facing the problem that IC Context Area ToolBar buttons (call controls) in WebClient UI disappear from time to time without any clear reason and reload of the page is needed.

The problem occurs only when using Internet Explorer and Edge of all versions. In Chrome everything is OK, call controls are always visible.

We implemented Note 2539608, but the problem did not disappear.

Maybe someone had faced this problem and managed to fix it? Any help would be appreciated.

https://imgur.com/a/5WbNg

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2 Answers

  • Dec 20, 2017 at 03:50 AM

    Hello Justas,

    What's your CRM versions ? What's the IE version?

    Maybe you can check if SAP Note 1682845 is implemented in your system.

    If this note is not implemented yet, please implement it. After the note implementation, clear both browser and server cache before you retest:

    Delete the server cache, please go to transaction SMICM -> GoTo
    ->HTTPPlug-In->Server Cache -> Invalidate Globally: "Yes" to invalidate

    Delete the IE cache, go to menu 'tools'->'internet options'->'general' tab , 'delete' button

    Best regards, Corrine

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    • HI,

      It seems the 'session not found error' is a good point we should check.

      1. This is important -- are you using web dispatcher or something regarding load balance? If yes, does the problem happen only when the web dispatcher(or load balance) is being used? Or it also happens without using them?
      2. And also, please check in your httpwatch trace: Normally, ESID is being used in CRM WebUI and IC. for example, in a request url, you will see ..../sap(ZT1Lak96bjJQYmExZVoyaV9uRjB1UUpnPT0taFktZEtqa0h0ZTUxaVZTTld0RWF3PT0=)/bc/bsp... .
        And also, you can find parameter 'ESID' in 'POST Data' part, its value will be like (ZT1Lak96bjJQYmExZVoyaV9uRjB1UUpnPT0taFktZEtqa0h0ZTUxaVZTTld0RWF3PT0=). Please check if the requests (which has error 'session not found') contain different ESID values?
      3. Please goto SPRO-> Customer Relationship Management-> UI Framework-> UI Framework Definition-> Additional Settings for UI Framework-> Define External Session ID. Is there any entry maintained there? What are they?

      Best Regards, Corrine

  • Dec 22, 2017 at 04:22 AM

    Hi,

    As mentioned by Corrine, the root cause of your issue might be related to session problems. There are two main issues which can cause that the request cannot enter the right session -

    • sessions are not routed to the right application server (where the application session is hosted) due to load balanching problems
    • sessions timed out in the meantime at the backend and are therefore not available anymore

    Following KBAs might help to resolve issues with problems which result in error message "Session Lost"

    • Routing issue: 1954574 CRM IC problems in complex system landscapes (alerts, greyed out ready/not ready buttons, agent dashboard, timeout, worker session
    • Timeout issue: 1757252 How to analyse problems related to session loss, logoff or blank screens caused by timeout issues

    Best Regards,

    Sigrid

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