ProcessManager portal loads as mobile page in IE8 browser.

Article:TECH182221  |  Created: 2012-02-24  |  Updated: 2012-07-28  |  Article URL
Article Type
Technical Solution



It was noticed that on some client Windows XP machines the ProcessManager portal would load as a mobile page.


ServiceDesk 7.1 SP2



The agent user string obtained from the IE8 browser of the affected machine  contained the following values:
Mozilla/4.0 (compatible;MSIE 8.0; Windows NT 5.1;Trident/4.0;.NET CLR 1.1.4322;.NET CLR 2.0.507727;.NET CLR 3.0.4506.2152; .NET CLR 3.5.30729; msn OptimizedIE8;ENZA).  String value “msn OptimizedIE8” is responsible for the browser being detected as a mobile one.

The reason this fails is because "msn OptimizedIE8" contains the string "pt". "pt" is one of many possible strings that can cause this problem. Attached is a complete list of strings that can cause this problem.



  1. Run regedit command to access the registry.
  2. Follow the registry path HKEY_LOCAL_MACHINE\SOFTWARE\Microsoft\Windows\CurrentVersion\Internet Settings\User Agent\Post Platform
  3. Delete “msn OptimizedIE8” string value within Post Platform key.

Restart the IE8 browser and ProcessManager portal will load as expected.

Note: It is recommended to backup the registry prior to implementing the steps.

For additional information on modifying the agent user string at registry review the link:


Strings That Cause Mobile Browser If In User Agent
BadUserAgentStringValues.txt (361 Bytes)

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