Users are facing a blank screen issue in Modern UX

Products

• Clarity PPM On Premise

Issue/Introduction

• Clarity is integrated with ADFS for SSO authentication
• A set of users use SP initiated flow to login to the application
• Another set of users use the IdP initiated flow
• This second set of users intermittently see a blank page when they land on the Modern UX
• To enable landing on the MUX a double encoded URL is configured at ADFS
• Refreshing multiple times results in the page getting loaded.

Environment

• Clarity 16.1.2

Cause

• The issue is not with authentication
• From looking at the network traffic within the browser (Developer Tools > Network tab), it is evident that calls to pendo.io are blocked for those who are facing this issue
• Since the second set of users mentioned above are present in a specific geographic location, network settings there seem to differ from other regions.

Resolution

• Calls to pendo.io are removed from the application in the following versions / patches:
  • Clarity 16.3.1
  • Clarity 16.3.0 Patch 1 (16.3.0.1)
  • Clarity 16.2.3 Patch 3 (16.2.3.3)
• An upgrade to one of these versions can be considered
• Setting 'Send Usage Metrics (Services restart required on change)' flag in the NSA to False also prevents calls from being made to pendo.io.