ProcessManager portal loads as mobile page in IE8 browser.
| Article:TECH182221 | | | Created: 2012-02-24 | | | Updated: 2012-07-28 | | | Article URL http://www.symantec.com/docs/TECH182221 |
Problem
It was noticed that on some client Windows XP machines the ProcessManager portal would load as a mobile page.
Environment
ServiceDesk 7.1 SP2
Cause
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.
Solution
- Run regedit command to access the registry.
- Follow the registry path HKEY_LOCAL_MACHINE\SOFTWARE\Microsoft\Windows\CurrentVersion\Internet Settings\User Agent\Post Platform
- 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:
http://www.pctools.com/guides/registry/detail/799/
Attachments
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Article URL http://www.symantec.com/docs/TECH182221
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Thank you.