On Internet Explorer - Glip is coming up as a blank white screen

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On internet explorer, (windows 7) Glip is coming up as a blank white screen even though my administrator can see me as logged onto Glip. Any thoughts? Help? Thank you in advance for your help.
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John Russo

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Posted 3 years ago

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Mike, Official Rep

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The first thing to check is if it is a recent/supported version of IE.  Supported Web Browsers

It might be as simple as updating the browser.  

If you are on a supported browser, then, let us know when this started. What other browsers have you tested, etc. 

Mike 
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John Russo

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I checked Mike and I am on IE 11.
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Mike, Official Rep

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John,  I am also getting the white screen on IE11.   I'll post an update when I have more info. For the time being, can you run the desktop app, or use Chrome or Firefox instead? 

Mike 
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John Russo

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Thank you Mike.  Yes, I can run Glip on Chrome in the interim. 
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Kyle Hayes

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Hi Mike...I've been getting the white screen now for over a week. It's occurring in the Glip desktop app and in all my web browsers: Chrome, Internet Explorer 11, and in the Edge. I log into Glip with my RingCentral credentials, I see the blue "Loading Glip..." splash screen, then the window goes white (no links, text or graphics displayed). All my browsers are up to date, I've tried clearing my cache, cookies, etc, and used my browsers InPrivate or Incognito windows with no luck. I've tried logging in on other computers with the same result. My coworkers can also successfully log in from my computer's browser with their RC credentials, which makes me believe there is an issue with my account. Others do see me as logged in during the white screens. I've had a ticket open with support now for over a week and I have not received any updates. Any help would be appreciated. Thanks!

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J.B. Ferguson, Champion

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Kyle,

Are you caching your pages in Internet Explorer? Earlier this week (it might have been this past weekend) RingCentral was working on the Glip app and it wasn't coming up properly. On occasion (with Firefox) I would either get a white screen or a screen advising to try back later as it was being worked on. If you are caching your page views it's possible that you are not getting a refreshed copy of Glip.

As an alternative, have you tried it with any other browser (i.e., Firefox or Chrome)?
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Kyle Hayes

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Hi Jan, I've tried clearing my cache files with no success. I've tried 3 different browsers: Chrome, Internet Explorer 11, the Edge browser, and the Glip desktop app. I also receive the white screen when using the Incognito browsing option in Chrome and the InPrivate browsing in Edge.
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Mike, Official Rep

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Kyle,  Do you also have the Glip Deskop app installed?  If so, uninstall the Glip desktop app, and then go back to each browser on your machine and clear the cache again. The desktop app and web browser versions are tied together so the cache won't completely dump unless you uninstall the desktop app first. 

How do I clear my cache and cookies in my web browser?

Let us know what happens next. 

Mike 
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Kyle Hayes

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Hi Mike, thank you for the response. I uninstalled the Glip desktop app, cleared the cache on all three browsers, and I still have the problem. I have also tried clearing the browser cache on different computers, that did not have the Glip desktop app installed on it and I get the same result...a blank white screen after the loading Glip splash screen. I've tried logging into Glip from 6 plus different computers (work and home) with the same result. Other user accounts seem to load just fine with no issue. I have a feeling the issue is related to my specific user account.
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Mike, Official Rep

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OK.. thanks for the update.  Your ticket has already been escalated as this looks like a Platform issue affecting your account. 

Is the screen blank/white on the desktop app too?

Mike 
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Kyle Hayes

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Hi Mike,

First thing this morning, I received the blank/white screen. I tried maybe 30 minutes later and I was able to load Glip successfully across the board. Thank you for the assistance! I'm assuming someone on your end made some changes this AM to my account?

Thanks again,

Kyle
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Mike, Official Rep

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Hi Kyle... I see the parent ticket is still open but they may have done some work that I'm not aware of.  If/when it's officially closed, it should trigger an email to you to let you know.   I'm glad it's working. If it stops be sure to reply here and let me know and I'll pass the info along. 

mike