Error: Raw translation keys displayed on VIP login page (Product: Symantec VIP Service).

Products

• VIP Service

Issue/Introduction

Users intermittently experience a broken user interface (UI) during VIP MFA authentication. Instead of standard fields and buttons, the page displays raw translation keys such as {{ 'securitycode.title' | translate }} or {{ 'securitycode.request.link' | translate }}. This indicates that the browser failed to load or execute the necessary translation resources from the VIP Cloud.

Sample:

 

Environment

VIP Service (SaaS)

Web Browsers: Google Chrome, Mozilla Firefox, Microsoft Edge

Cause

The login request is making a secure Javascript request to the VIP Cloud to retrieve data, but cannot retrieve the script and cannot display the correct information. PUSH notifications are not being received and the out-of-band link does not appear.  

Possible reasons include:

• Browser security settings blocking session cookies.
• Local network proxies or firewalls intercepting SSL traffic.
• Endpoint security software preventing JavaScript execution.

Resolution

To resolve this rendering issue, perform the following steps:

1. Test Alternate Browsers: Use a different browser (e.g., Firefox) to see if the issue is specific to Chrome's cookie handling.
2. Enable JavaScript: Verify that JavaScript is enabled in the browser's security settings. (see:  How to enable JavaScript in Windows)
3. Add Trusted Domains: Add *.symantec.com and your specific VIP landing domain (e.g., ####.example.com) to the browser's Trusted Sites zone. (see: About URL Security Zones)
4. Network SSL Inspection: If using a corporate proxy or VPN, ensure that SSL inspection is not breaking the connection to VIP Cloud resources.
5. Alternative Network connection: If using public Wi-Fi, or a Wi-Fi hotspot in an airplane or with satellite internet, the internet traffic could be going through a proxy set up by your internet service provider. While this adds an extra layer of security for the ISP, the proxy may be intercepting the JavaScript SSL. Choose an alternative method to connect, such as a mobile hotspot or an ethernet connection. 
6. Clear Browser Cache: Clear the browser's cache and cookies to ensure fresh resources are loaded.

Note: Some security software settings may prevent JS execution. Contact your organization's helpdesk for additional help. 

Additional Information

For further assistance, please see Contact Support and select your respective region.

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