Thanks Doug! And you are correct, we are still at 7.6.04 SP5. -----Original Message----- From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Mueller, Doug Sent: Wednesday, June 25, 2014 12:21 PM To: arslist@ARSLIST.ORG Subject: Re: [EXTERNAL] Clearing Browser Cache
Lisa, You didn't mention the version of the mid-tier you are using, but I am going to make a wild guess that it is 8.1 no service pack or earlier. Why? Because 8.1 sp1 and later should have completely resolved the issue that you were seeing and the need to clear your local browser cache. The steps you included about clearing your browser cache were necessary before 8.1 sp1 of the mid tier. We finally isolated what was causing the issue. It is a characteristic of the browser caching model. If you try and open a page, it just checks to see if it has that page already and if so, it uses it. Well, if you have opened our page, you have it and the URL is the same so your cached page is used, even if the page has changed. Because we have the same URL, it doesn't pick up our change. It will eventually as there is a setting in the cache for how long before it gets a new copy anyway (this is typically set to 1 day, but it can be longer). With 8.1 sp1, there is an additional check being made during the open of the window to see if you have the same exact version of the dynamic page (not just the URL is the same) and if not, the page gets reloaded automatically. So, your steps are right for 8.1 unpatched and earlier. But, if you upgrade to 8.1 sp1 or later, you should find the entire need to ever recache the mid-tier or to clear your local browser cache are gone. (unless of course you have your mid-tier cache configured to check for updates every hour say and you want some change to propagate faster than the 1 hour interval, then forcing a recache of the mid-tier could be used -- but you would not need to worry about the end user browser cache even in this case. NOTE: that midtier 8.1 has been fully tested and is compatible with 7.6.04 and later releases of the AR System server. It should be fine with versions earlier than that as well, but it has not been fully tested with earlier (unsupported) versions. Just a reminder that the issue here has been resolved. Doug Mueller -----Original Message----- From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Kemes, Lisa A DLA CTR INFORMATION OPERATIONS Sent: Wednesday, June 25, 2014 9:09 AM To: arslist@ARSLIST.ORG Subject: Re: [EXTERNAL] Clearing Browser Cache I forgot to add that to the list of things I did over and over and didn't get any results. I did what you suggested and also manually deleted all items under the Temporary Internet Files folder and even that didn't work. Usually one or a combination of these things used to work, but I've never had to UNCHECK Preserve Favorites Website Data. Or maybe it was always unchecked before and our admins recently made it checked by default. I dunno, but I was starting to pull my hair out. Luckily I still have some of it left. :) Lisa -----Original Message----- From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Stroud, Natalie K Sent: Wednesday, June 25, 2014 11:44 AM To: arslist@ARSLIST.ORG Subject: Re: [EXTERNAL] Clearing Browser Cache ** We've found that the browser cache has to be COMPLETELY cleared, and if you don't UNCHECK Preserve Favorites Website Data, you won't completely clear it, and the user may still have the problem. So Lisa, what you report here is spot on with what we've found. If you don't want to have to remember to UNCHECK Preserve Favorites Website Data, the other thing you can do is from your IE Internet Options General Tab, under Browsing History, click Settings, then View Files. That will bring up your Temporary Internet Files folder. We always have our users check that (or we remote in and check it for them), and we tell them that for there to be a valid chance of ITSM working after a break, that folder must be COMPLETELY empty. You can do a Ctrl-A (for Select All) in that folder and then manually delete any remaining files. If your users are like ours, they may complain about this, but hold firm and insist. We've found that a complete cache (sometimes in conjunction with flushing the MT cache) clears our users' problems up way more often than not. Cheers, Natalie Stroud SAIC @ Sandia National Laboratories ARS-ITSM Reporting Specialist Albuquerque, NM USA nkst...@sandia.gov <mailto:nkst...@sandia.gov> ITSM 7.6.04 SP2 - Windows 2003 - SQL Server 2008 From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Kemes, Lisa A DLA CTR INFORMATION OPERATIONS Sent: Wednesday, June 25, 2014 9:21 AM To: arslist@ARSLIST.ORG Subject: [EXTERNAL] Clearing Browser Cache ** I found a solution to a problem that I was having that took me 3 days to finally fix. I updated a form in Remedy (AST:ComputerSystem), cleared the midtier cache and cleared my browser cache. Sometimes this doesn't work and I still see the old data in my browser (IE 8), but most of the times it does. I have some steps that I take that usually fixes the problem, but after three days and about a million clearing of caches and rebooting, I finally was able to fix the problem. When deleting my Browser cache, I UNCHECKED the "Preserve Favorites Website Data" How I knew that it was my PC and not the MidTier was because my coworker was able to see the changes on his PC. I even had him log in as me and he was able to see the changes. I've NEVER had to do this before (uncheck the 'Preserve Favorites Website Data'). But after: Deleting Temp Internet Files, Cookies, Form Data and Passwords in IE Deleting my account on User Preferences Kicking off a Disk Cleanup on my PC Clearing my SSL State in IE 8 Rebooting my PC Syncing the Cache on Midtier Flushing the Cache on the Midtier Deleting my User Tool cache files (yes, I was willing to try anything) So anyway, wanted to pass this along in case anyone else was struggling with this. Lisa Kemes Remedy Consultant Dev Technology Group DLA Office: (717) 770-6437 Cell Phone: (717) 602-9460 lisa.ke...@devtechnology.com _ARSlist: "Where the Answers Are" and have been for 20 years_ _ARSlist: "Where the Answers Are" and have been for 20 years_ ________________________________________________________________________ _______ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org "Where the Answers Are, and have been for 20 years" ________________________________________________________________________ _______ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org "Where the Answers Are, and have been for 20 years" _______________________________________________________________________________ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org "Where the Answers Are, and have been for 20 years"
