Instance registration banner appears but register button and popup are missing
Article ID: 448270
Updated On:
Products
Issue/Introduction
Following an upgrade to version 16.4.1 or 16.4.2, administrators observe a persistent registration banner prompting them to register their Clarity instance. However, the interactive elements required to initiate and complete this process are absent.
According to standard product documentation, a registration pop-up (modal window) should automatically prompt the user, and the registration banner itself should feature an action button to trigger the registration workflow. In this scenario, both the pop-up and the button fail to render, preventing successful instance registration.
Steps to Reproduce:
- Upgrade the environment to version 16.4.2.
- Log in to the application.
- Observe the registration banner appearing at the top, but notice that the "Register" button and the pop-up prompt are missing.
Expected Result: A registration prompt dialog appears automatically upon login, and the top registration banner contains an active Register button to initiate the setup workflow.
Actual Result: The registration banner is visible, but the Register button and the interactive pop-up prompt are missing. No actionable option is available to complete the registration.
Environment
Clarity 16.4.1, 16.4.2
Cause
This behavior occurs when the background processes, system configuration parameters, or outbound network requirements necessary to support the telemetry and registration framework are not fully met.
Resolution
To display the registration prompt and register your instance, verify and complete the following pre-requisites:
- Verify and Reschedule Required Background Jobs: The registration system relies on scheduled telemetry jobs. If these have been cancelled or paused, they must be scheduled to run again:
- Navigate to Administration > Reports and Jobs > Jobs.
- Locate and verify the status of the following jobs:
- POPULATE_USAGE_ANALYTICS_JOB
- TELEMETRY_JOB
- If either job is inactive or cancelled, configure them to run on their default scheduled intervals.
- Configure the Site ID: Clarity instance must have a valid Site ID saved in the system settings:
- Navigate to Administration > System Options --> Subscription Compliance Setup
- Locate the Site ID field and ensure it is populated with your organization’s correct identifier.
- Note: This is a one-time entry. If your Site ID has changed or needs to be updated after being saved, please contact Broadcom Support to receive the specific steps required to modify it.
- Whitelist Required Network Domains: The Clarity application server must be permitted to establish outbound HTTPS connections to Broadcom’s registration and telemetry endpoints. Ensure your network administration team has whitelisted outbound traffic to the following domains:
- web.ipce.broadcom.com
- plugins.ipce.broadcom.com
- autodiscover.ipce.broadcom.com
- eao.ipce.broadcom.com
- services.ipce.broadcom.com
- Enable Usage Metrics in Clarity System Administration (CSA):
- Login to Clarity System Administrator (CSA)
- Navigate to Server Properties ➔ System ➔ General Section
- Ensure that the Send Usage Metrics option is checked/enabled.
Note:
- After applying the configurations above, restart all the services, clear your browser cache and log back into the Clarity application. The registration pop-up dialog and the action button on the banner should now render successfully, allowing you to complete the registration process.
- On an unregistered clarity instance, the registration banner is displayed globally to all users. However, the Register button is security-restricted. Users who do not possess the required administrative access rights will see the banner but will not see the action button.
- Administration - System
- Administration - Application Setup
Additional Information
If the banner continues to show without the button after verifying the steps above, please open a support case with Broadcom Support for further technical assistance
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