The Preview Browser window in Web Screen Painter shows AHD errors when using IE11

Products

• SUPPORT AUTOMATION- SERVER
• CA Service Desk Manager - Unified Self Service
• CA Service Desk Manager
• CA Service Management - Asset Portfolio Management
• CA Service Management - Service Desk Manager

Issue/Introduction

Issue

When logging into Web Screen Painter (WSP), the WSP Preview Browser Window shows errors when using IE11:    

"AHD04407: CA Service Desk Manager html generation error. Could not find or process 'wspmain.htmpl'" 

"AHD04714:Unable to open file wspmain.htmpl at ?: No such file or directory userid=xxxx" 

Environment

CA Service Desk Manager 12.9, 14.1

Cause

The servername was not added to the IE11 compatibility view list.

Resolution

1. With WSP open, in the Preivew browser window, click on the gear in the top right of the web browser to open the menu and select "Compatibility View Settings" 

2. Note the server name in the "Add this website" box and click the Add button

3. Click on the Close button and then close the preview browser window.  In WSP, click File and select Exit to gracefully exit Web Screen Painter

4. Re-Launch Web Screen Painter and log in.  The Preview browser window should now display properly without any AHD errors.

 

Additional Information

Using Web Screen Painter (WSP)

 

Environment

Release: SDMU0M99000-14.1-Service Desk Manager-Full License
Component: