Internet Explorer browser errors occur while editing an asset

Article:TECH202196  |  Created: 2013-01-29  |  Updated: 2013-10-18  |  Article URL http://www.symantec.com/docs/TECH202196
Article Type
Technical Solution


Issue



When editing a asset such as a computer or software license, the user is unable to edit a particular field, such Cost Center Ownership or Cost Items. A script error appears at the bottom left of the browser, such as "Error on page" or "Done". Or, after editing such a field, an error occurs in a pop-up window such as "An error has occurred in the script on this page." The inability to save an asset may also be an issue.


Error



Various. Example errors include:

 

Fields may also appear with missing UI elements, such as:



 


Cause



The required Symantec or Altiris ActiveX/Internet Explorer plug-ins in Internet Explorer are either not installed or disabled, or, the logged in Windows user account does not have sufficient permissions to install or use them, such as if they are in a role lower than Power User or have a GPO applied to their computer and/or Windows user account that prevents ActiveX/Internet Explorer plug-ins from being installed or used. This results in locked down areas of Internet Explorer that prevent the use of these components that Altiris requires. Note: Similar behavior may also occur for when the Symantec Management Platform Console is trying to install .CAB files, some of which may be what is trying to install for the ActiveX/Internet Explorer plug-ins.


Solution



Enable or install the required Symantec or Altiris ActiveX/Internet Explorer plug-ins in Internet Explorer, or, have your network administrator grant sufficient permissions for your Windows user account to install and use them. The following sections describe areas to check for these locked down areas.

How to Check What ActiveX/Internet Explorer Plug-ins are Installed
 

  1. In Internet Explorer, click on the Tools menu > Internet Options.
  2. Click on the Programs tab.
  3. Click on the "Manage add-ons" button.
  4. In the Show drop-down list, click on it and choose "All add-ons".
  5. There should be around three or more ActiveX components from Symantec/Altiris installed and running. This will vary depending on what the user has done so far in the Symantec Management Platform Console. These are also workstation-specific and may or may not be loaded on other workstations. These can be:

    * AeXMenuCtrl Class from Altiris, Inc.
    * ComponentOne FlexGrid 8 (UNICODE Light) from ComponentOne. This is required for editing fields such as Cost Center Ownership or Cost Items.
    * ConsoleUtilities Class from Symantec Corporation. This control is very important to have loaded for Asset Management and CMDB, which may be the sole issue if it is not loaded and running.)
     
  6. For any that are disabled, right click on them and choose Enable.
  7. When finished, click on the Close button.
  8. Click on the OK button to accept the changes.
  9. Close and restart the browser, then try to reproduce the script error.


If these are not loaded at all, however, ensure that the logged in Windows user is at least a Power User and does not have a GPO preventing installing and using ActiveX/Internet Explorer plug-ins applied to them. Also, ensure that the Security and Advanced sections of Internet Options are not set to disable scripting options, which can also result in this issue. Once the user is in the right role and doesn't have a GPO preventing this, and the browser's Security and Advanced sections are not disabling scripting, close the browser, re-open it, and then go back to the area that is seeing the issue. This should then prompt the user to install the ActiveX/Internet Explorer plug-in, either at the top of the browser, or in a pop-up window, depending on the component.

How to Check if there is GPO Applied to Your Windows User Account (or Computer)
 

  1. In Internet Explorer, click on the Tools menu > Internet Options.
  2. Click on the Security tab.
  3. Generally, if a GPO is applied to your Windows user account, a message similar to the following will appear at the bottom of the window (but not necessarily):


     
  4. GPOs may prevent the user from using buttons or functions and permanently turn on or off functions that Altiris requires. For both the "Local intranet" and "Trusted sites" buttons, click on the "Custom level" button if it is enabled. If not, contact your network administrator for further assistance in granting your Windows user account permissions.
  5. In the Settings from the "Custom level" button, look for areas that are grayed out and disabled. These are the locked down areas from the GPO. These would need to be evaluated to a non-locked down Windows user account's Internet Explorer settings (which is not provided in this article) to determine if the locked out areas are important or not. In general, areas that refer to scripts are what should be checked to be enabled.
  6. Most likely, if a GPO is found, the user will have no choice but to contact their network administrator to have them provide higher permissions for the Windows user account being used.
     

Another way to check a GPO is:
 

  1. In Windows, click on the Start button.
  2. Click in the Run/Search box (Windows 7 and higher).
  3. Type "gpresult /Scope User /v" and press Enter. This returns information about what GPOs are applied to your Windows user account, but of which may not necessarily show you what specific one is the cause of the lockout. I.e., this information may be vague and not clearly show any problem areas, even though there are.


Additional Troubleshooting
 

  • Ensure pop-up windows are turned on in Internet Explorer and in any installed third party applications such as a firewall, anti-virus, or browser plug-ins and toolbar software that controls this for the Symantec Management Platform Console.
  • Any third party plug-ins and toolbars installed into Internet Explorer could also cause issues, especially if they are not from trusted sites.

 




Article URL http://www.symantec.com/docs/TECH202196


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