KARL Freezes on IE8/Windows XP Config

[Nat Katin-Borland]

Opening this ticket now in case anyone has any ideas, but our BP office support guys will keep us updated with any leads they have.

Hi Guys,

It is a very weird error. We cannot reproduce on all computers. It happens for certain users, and only with IE8 on Windows XP. Other browsers on XP and Win7 are fine. IE on Win7 is fine too. It happens only with IE8 on XP.
KARL page is loading and after few seconds the browser stops responding. We need to find what component of the page is causing this error, and why. I’ll let you know.

Kalman.

From: Nathaniel Katin-Borland
Sent: 04 October 2011 17:22
To: Kalman Donath
Cc: Robert Marianski
Subject: FW: KARL freezes Internet Explorer

Hi Kalman,

Please keep Robert and I updated on this issue. I was surprised to hear about Zsofia’s problem – we haven’t had any similar complaints yet.

Thanks,
Nat

From: Zsofia Revay
Sent: Tuesday, October 04, 2011 10:53 AM
To: Nathaniel Katin-Borland
Subject: RE: KARL freezes Internet Explorer

Hi Nat,

I have Explorer 8, and a colleague next door, Orsi Nagy, who has the same problem . While checking the explorer version I have involved Kalman Donath, head of local IT in the matter. He will investigate the problem, because the issue is not consistent with explorer 8. Let’s hope he can help, in the meantime I will use Firefox for KARL.
It is not related to a specific KARL page or community.
Regards,
Zsofia

From: Nathaniel Katin-Borland
Sent: Tuesday, October 04, 2011 4:27 PM
To: Zsofia Revay
Subject: RE: KARL freezes Internet Explorer

Hi Zsofia,

It would be helpful to know what version of Internet explorer you have on your computer. I would be surprised if KARL was the problem. We have over 6,000 users in the system, 90% who access KARL using Internet Explorer and no one else has complained about KARL crashing their browser. I also use IE and I have never had KARL crash my browser. If you haven’t updated your browser in a long time, you may want to try updating it. Another thing to pay attention to is if you notice the crashing problem happening on a specific page or community in KARL, then please send me the link. There may be something strange going on with a page or community.

All the best,
Nat

Hi Nat,

I would have liked to open a web request about KARL but the nature of the problem does not allow. That is, all KARL pages I open slows or even freezes my Internet Explorer. I had KARL Budapest as a starting page in explorer, and it basically prevented me from working in it, constantly freezing. Now that it was removed as home, the explorer runs smoothly, but whenever I need to open a KARL page the same problems occur.

Please, suggest a solution, because local IT did not get far after removing KARL as starting page.

Thank you,
Zsofia

[Nat Katin-Borland (nborland)]

UPDATE from BP Staff: This seems to be happening on the home page

[Paul Everitt (paul-agendaless)]

Is this something you can recreate?

--Paul

On Oct 4, 2011, at 11:19 PM, Nat Katin-Borland wrote:

> UPDATE from BP Staff: This seems to be happening on the home page
>
> ** Changed in: karl3
> Importance: Undecided => Medium
>
> --
> You received this bug notification because you are subscribed to KARL3.
> https://bugs.launchpad.net/bugs/867597
>
> Title:
> KARL Freezes on IE8/Windows XP Config
>
> Status in KARL3:
> New
>
> Bug description:
> Opening this ticket now in case anyone has any ideas, but our BP
> office support guys will keep us updated with any leads they have.
>
> Hi Guys,
>
> It is a very weird error. We cannot reproduce on all computers. It happens for certain users, and only with IE8 on Windows XP. Other browsers on XP and Win7 are fine. IE on Win7 is fine too. It happens only with IE8 on XP.
> KARL page is loading and after few seconds the browser stops responding. We need to find what component of the page is causing this error, and why. I’ll let you know.
>
> Kalman.
>
> From: Nathaniel Katin-Borland
> Sent: 04 October 2011 17:22
> To: Kalman Donath
> Cc: Robert Marianski
> Subject: FW: KARL freezes Internet Explorer
>
> Hi Kalman,
>
> Please keep Robert and I updated on this issue. I was surprised to
> hear about Zsofia’s problem – we haven’t had any similar complaints
> yet.
>
> Thanks,
> Nat
>
>
> From: Zsofia Revay
> Sent: Tuesday, October 04, 2011 10:53 AM
> To: Nathaniel Katin-Borland
> Subject: RE: KARL freezes Internet Explorer
>
> Hi Nat,
>
> I have Explorer 8, and a colleague next door, Orsi Nagy, who has the same problem . While checking the explorer version I have involved Kalman Donath, head of local IT in the matter. He will investigate the problem, because the issue is not consistent with explorer 8. Let’s hope he can help, in the meantime I will use Firefox for KARL.
> It is not related to a specific KARL page or community.
> Regards,
> Zsofia
>
> From: Nathaniel Katin-Borland
> Sent: Tuesday, October 04, 2011 4:27 PM
> To: Zsofia Revay
> Subject: RE: KARL freezes Internet Explorer
>
> Hi Zsofia,
>
> It would be helpful to know what version of Internet explorer you have
> on your computer. I would be surprised if KARL was the problem. We
> have over 6,000 users in the system, 90% who access KARL using
> Internet Explorer and no one else has complained about KARL crashing
> their browser. I also use IE and I have never had KARL crash my
> browser. If you haven’t updated your browser in a long time, you may
> want to try updating it. Another thing to pay attention to is if you
> notice the crashing problem happening on a specific page or community
> in KARL, then please send me the link. There may be something strange
> going on with a page or community.
>
> All the best,
> Nat
>
>
> Hi Nat,
>
> I would have liked to open a web request about KARL but the nature of
> the problem does not allow. That is, all KARL pages I open slows or
> even freezes my Internet Explorer. I had KARL Budapest as a starting
> page in explorer, and it basically prevented me from working in it,
> constantly freezing. Now that it was remove...

[Nat Katin-Borland (nborland)]

Not yet. It has to be something in with the BP office because most NY users (including me) are on XP with IE8 and I'm not experiencing any freezing. Will continue to update the ticket as I get more info...

--
Nathaniel Katin-Borland
Support Specialist
Knowledge Management Initiative
KARL Support Team

Open Society Foundations - New York Office
400 West 59th Street
New York, NY 10019
Email: <email address hidden>
Phone: [phone]
http://www.soros.org/
http://www.karlproject.org

-----Original Message-----
From: <email address hidden> [mailto:<email address hidden>] On Behalf Of Paul Everitt
Sent: Wednesday, October 05, 2011 12:43 AM
To: Nathaniel Katin-Borland
Subject: Re: [Bug 867597] Re: KARL Freezes on IE8/Windows XP Config

Is this something you can recreate?

--Paul

On Oct 4, 2011, at 11:19 PM, Nat Katin-Borland wrote:

> UPDATE from BP Staff: This seems to be happening on the home page
>
> ** Changed in: karl3
> Importance: Undecided => Medium
>
> --
> You received this bug notification because you are subscribed to KARL3.
> https://bugs.launchpad.net/bugs/867597
>
> Title:
> KARL Freezes on IE8/Windows XP Config
>
> Status in KARL3:
> New
>
> Bug description:
> Opening this ticket now in case anyone has any ideas, but our BP
> office support guys will keep us updated with any leads they have.
>
> Hi Guys,
>
> It is a very weird error. We cannot reproduce on all computers. It happens for certain users, and only with IE8 on Windows XP. Other browsers on XP and Win7 are fine. IE on Win7 is fine too. It happens only with IE8 on XP.
> KARL page is loading and after few seconds the browser stops responding. We need to find what component of the page is causing this error, and why. I’ll let you know.
>
> Kalman.
>
> From: Nathaniel Katin-Borland
> Sent: 04 October 2011 17:22
> To: Kalman Donath
> Cc: Robert Marianski
> Subject: FW: KARL freezes Internet Explorer
>
> Hi Kalman,
>
> Please keep Robert and I updated on this issue. I was surprised to
> hear about Zsofia’s problem – we haven’t had any similar complaints
> yet.
>
> Thanks,
> Nat
>
>
> From: Zsofia Revay
> Sent: Tuesday, October 04, 2011 10:53 AM
> To: Nathaniel Katin-Borland
> Subject: RE: KARL freezes Internet Explorer
>
> Hi Nat,
>
> I have Explorer 8, and a colleague next door, Orsi Nagy, who has the same problem J. While checking the explorer version I have involved Kalman Donath, head of local IT in the matter. He will investigate the problem, because the issue is not consistent with explorer 8. Let’s hope he can help, in the meantime I will use Firefox for KARL.
> It is not related to a specific KARL page or community.
> Regards,
> Zsofia
>
> From: Nathaniel Katin-Borland
> Sent: Tuesday, October 04, 2011 4:27 PM
> To: Zsofia Revay
> Subject: RE: KARL freezes Internet Explorer
>
> Hi Zsofia,
>
> It would be helpful to know what version of Internet explorer you
> have on your computer. I would be surprised if KARL was the problem.
> We have over 6,000 users in the system, 90% who access KARL using
> Internet Explore...

[Nat Katin-Borland (nborland)]

Here's our first real lead. Hopefully this will make sense to you guys:

The script debugger for me always stops at the old, google's tracker script at the end:

_uacct = "UA-2765806-5"; urchinTracker();

This tracker is outdated and not used today, so we may try to eliminate this one?!

[Nat Katin-Borland (nborland)]

More details from the BP IT team. This should be enough to start working on this one...

[Paul Everitt (paul-agendaless)]

Ahh, makes sense. I had been doing some reading about Google replacing urchin.js with ga.js and newer/better approaches to doing Google Analytics.

I had hoped we could do that as part of a new UI effort. But it looks like we'll have to do that research sooner. Will probably mean a number of hours doing research of the various options and their impact, then a modest amount of time re-implementing.

I will get it started.

--Paul

On Oct 6, 2011, at 3:44 PM, Nat Katin-Borland wrote:

> Here's our first real lead. Hopefully this will make sense to you guys:
>
> The script debugger for me always stops at the old, google's tracker
> script at the end:
>
> _uacct = "UA-2765806-5"; urchinTracker();
>
> This tracker is outdated and not used today, so we may try to eliminate
> this one?!
>
> --
> You received this bug notification because you are subscribed to KARL3.
> https://bugs.launchpad.net/bugs/867597
>
> Title:
> KARL Freezes on IE8/Windows XP Config
>
> Status in KARL3:
> New
>
> Bug description:
> Opening this ticket now in case anyone has any ideas, but our BP
> office support guys will keep us updated with any leads they have.
>
> Hi Guys,
>
> It is a very weird error. We cannot reproduce on all computers. It happens for certain users, and only with IE8 on Windows XP. Other browsers on XP and Win7 are fine. IE on Win7 is fine too. It happens only with IE8 on XP.
> KARL page is loading and after few seconds the browser stops responding. We need to find what component of the page is causing this error, and why. I’ll let you know.
>
> Kalman.
>
> From: Nathaniel Katin-Borland
> Sent: 04 October 2011 17:22
> To: Kalman Donath
> Cc: Robert Marianski
> Subject: FW: KARL freezes Internet Explorer
>
> Hi Kalman,
>
> Please keep Robert and I updated on this issue. I was surprised to
> hear about Zsofia’s problem – we haven’t had any similar complaints
> yet.
>
> Thanks,
> Nat
>
>
> From: Zsofia Revay
> Sent: Tuesday, October 04, 2011 10:53 AM
> To: Nathaniel Katin-Borland
> Subject: RE: KARL freezes Internet Explorer
>
> Hi Nat,
>
> I have Explorer 8, and a colleague next door, Orsi Nagy, who has the same problem . While checking the explorer version I have involved Kalman Donath, head of local IT in the matter. He will investigate the problem, because the issue is not consistent with explorer 8. Let’s hope he can help, in the meantime I will use Firefox for KARL.
> It is not related to a specific KARL page or community.
> Regards,
> Zsofia
>
> From: Nathaniel Katin-Borland
> Sent: Tuesday, October 04, 2011 4:27 PM
> To: Zsofia Revay
> Subject: RE: KARL freezes Internet Explorer
>
> Hi Zsofia,
>
> It would be helpful to know what version of Internet explorer you have
> on your computer. I would be surprised if KARL was the problem. We
> have over 6,000 users in the system, 90% who access KARL using
> Internet Explorer and no one else has complained about KARL crashing
> their browser. I also use IE and I have never had KARL crash my
> browser. If you haven’t updated your browser in a long time, you may
> want to try updating it. Another thing to pay attention to is if you
...

[Paul Everitt (paul-agendaless)]

As noted in the discussion and comments, some of the OSF IE8 users are unable to use KARL due to a problem that is most likely caused by Google Analytics. We are using the very old, not-very-supported approach to GA. If this is indeed the problem, we should update.

If so, then this task is first to investigate the latest-greatest ways of doing it. I've done some reading. Some people do async loading, most use the new ga.js approach. Once you see if this is likely the cause, and choose a new implementation, then do the work in the middleware to update it.

[Carlos de la Guardia (cguardia)]

I was not able to reproduce this bug with any of my two computers, so I wouldn't know if this was the cause. However, I agree that urchin.js is outdated. For a number of Plone sites that I have helped set up recently, we have used the async script at the end of the head tag and this has worked all right so far.

I don't think we have much to lose if we make the change even if it turns out that the problem is somewhere else. At the very least we would be sure the problem is not with ga.

I created a branch of the middleware (repoze.urchin) that uses async and it runs fine for me. I could merge that and ask Chris to make a new release so that we can see how it behaves on branch1.

[Carlos de la Guardia (cguardia)]

Released new middleware and updated index.

[Nat Katin-Borland (nborland)]

Another comment from the BP Office if this is helpful:

Hi Nat,

Levente found a workaround for the problem: is Bp office KARL is opened in Intranet Zone, and in IE8, by default, intranet sites are displayed in compatibility mode. This causes the problem on some computers – however not everywhere. But if we change the setting and KARL is opened in standard mode, then the problem disappears.
The only question is what script and why causes this issue, and why only on some computers?

We used to distribute a GPO to make KARL as intranet site, because of the BC single sign on. But since SSO is not used anymore, we take out KARL from Intranet Zone.

Kalman.

[Paul Everitt (paul-agendaless)]

Carlos, can you check and see if branch1 has the new repoze.urchin?

If so, then perhaps Nat can ask Kalman to give a try at the branch site.

--Paul

On Oct 11, 2011, at 9:51 AM, Nat Katin-Borland wrote:

> Another comment from the BP Office if this is helpful:
>
> Hi Nat,
>
> Levente found a workaround for the problem: is Bp office KARL is opened in Intranet Zone, and in IE8, by default, intranet sites are displayed in compatibility mode. This causes the problem on some computers – however not everywhere. But if we change the setting and KARL is opened in standard mode, then the problem disappears.
> The only question is what script and why causes this issue, and why only on some computers?
>
> We used to distribute a GPO to make KARL as intranet site, because of
> the BC single sign on. But since SSO is not used anymore, we take out
> KARL from Intranet Zone.
>
> Kalman.
>
> --
> You received this bug notification because you are subscribed to KARL3.
> https://bugs.launchpad.net/bugs/867597
>
> Title:
> KARL Freezes on IE8/Windows XP Config
>
> Status in KARL3:
> Fix Committed
>
> Bug description:
> Opening this ticket now in case anyone has any ideas, but our BP
> office support guys will keep us updated with any leads they have.
>
> Hi Guys,
>
> It is a very weird error. We cannot reproduce on all computers. It happens for certain users, and only with IE8 on Windows XP. Other browsers on XP and Win7 are fine. IE on Win7 is fine too. It happens only with IE8 on XP.
> KARL page is loading and after few seconds the browser stops responding. We need to find what component of the page is causing this error, and why. I’ll let you know.
>
> Kalman.
>
> From: Nathaniel Katin-Borland
> Sent: 04 October 2011 17:22
> To: Kalman Donath
> Cc: Robert Marianski
> Subject: FW: KARL freezes Internet Explorer
>
> Hi Kalman,
>
> Please keep Robert and I updated on this issue. I was surprised to
> hear about Zsofia’s problem – we haven’t had any similar complaints
> yet.
>
> Thanks,
> Nat
>
>
> From: Zsofia Revay
> Sent: Tuesday, October 04, 2011 10:53 AM
> To: Nathaniel Katin-Borland
> Subject: RE: KARL freezes Internet Explorer
>
> Hi Nat,
>
> I have Explorer 8, and a colleague next door, Orsi Nagy, who has the same problem . While checking the explorer version I have involved Kalman Donath, head of local IT in the matter. He will investigate the problem, because the issue is not consistent with explorer 8. Let’s hope he can help, in the meantime I will use Firefox for KARL.
> It is not related to a specific KARL page or community.
> Regards,
> Zsofia
>
> From: Nathaniel Katin-Borland
> Sent: Tuesday, October 04, 2011 4:27 PM
> To: Zsofia Revay
> Subject: RE: KARL freezes Internet Explorer
>
> Hi Zsofia,
>
> It would be helpful to know what version of Internet explorer you have
> on your computer. I would be surprised if KARL was the problem. We
> have over 6,000 users in the system, 90% who access KARL using
> Internet Explorer and no one else has complained about KARL crashing
> their browser. I also use IE and I have never had KARL crash my
> browser. If you haven’t updated your ...

[Carlos de la Guardia (cguardia)]

Chris Rossi helped me make branch1 use the new repoze.urchin version with a test account. It's all working now, so they can try the branch.

Carlos de la Guardia

----- Original Message -----
> From: Paul Everitt <email address hidden>
> To: <email address hidden>
> Cc:
> Sent: Tuesday, October 11, 2011 3:56 PM
> Subject: Re: [Bug 867597] KARL Freezes on IE8/Windows XP Config
>
> Carlos, can you check and see if branch1 has the new repoze.urchin?
>
> If so, then perhaps Nat can ask Kalman to give a try at the branch site.
>
> --Paul
>
> On Oct 11, 2011, at 9:51 AM, Nat Katin-Borland wrote:
>
>> Another comment from the BP Office if this is helpful:
>>
>> Hi Nat,
>>
>> Levente found a workaround for the problem: is Bp office KARL is opened in
> Intranet Zone, and in IE8, by default, intranet sites are displayed in
> compatibility mode. This causes the problem on some computers – however not
> everywhere. But if we change the setting and KARL is opened in standard mode,
> then the problem disappears.
>> The only question is what script and why causes this issue, and why only on
> some computers?
>>
>> We used to distribute a GPO to make KARL as intranet site, because of
>> the BC single sign on. But since SSO is not used anymore, we take out
>> KARL from Intranet Zone.
>>
>> Kalman.
>>
>> --
>> You received this bug notification because you are subscribed to KARL3.
>> https://bugs.launchpad.net/bugs/867597
>>
>> Title:
>>   KARL Freezes on IE8/Windows XP Config
>>
>> Status in KARL3:
>>   Fix Committed
>>
>> Bug description:
>>   Opening this ticket now in case anyone has any ideas, but our BP
>>   office support guys will keep us updated with any leads they have.
>>
>>   Hi Guys,
>>
>>   It is a very weird error. We cannot reproduce on all computers. It happens
> for certain users, and only with IE8 on Windows XP. Other browsers on XP and
> Win7 are fine. IE on Win7 is fine too. It happens only with IE8 on XP.
>>   KARL page is loading and after few seconds the browser stops responding.
> We need to find what component of the page is causing this error, and why. I’ll
> let you know.
>>
>>   Kalman.
>>
>>   From: Nathaniel Katin-Borland
>>   Sent: 04 October 2011 17:22
>>   To: Kalman Donath
>>   Cc: Robert Marianski
>>   Subject: FW: KARL freezes Internet Explorer
>>
>>   Hi Kalman,
>>
>>   Please keep Robert and I updated on this issue.  I was surprised to
>>   hear about Zsofia’s problem – we haven’t had any similar complaints
>>   yet.
>>
>>   Thanks,
>>   Nat
>>
>>
>>   From: Zsofia Revay
>>   Sent: Tuesday, October 04, 2011 10:53 AM
>>   To: Nathaniel Katin-Borland
>>   Subject: RE: KARL freezes Internet Explorer
>>
>>   Hi Nat,
>>
>>   I have Explorer 8, and a colleague next door, Orsi Nagy, who has the same
> problem . While checking the explorer version I have involved Kalman Donath,
> head of local IT in the matter. He will investigate the problem, because the
> issue is not consistent with explorer 8. Let’s hope he can help, in the meantime
> I will use Firefox for KARL.
>>   It is not related to a specific KARL page or community.
>>   Regards,
>>   Zsofia
>>
>>   From: Nathaniel...

[Nat Katin-Borland (nborland)]

I have emailed the BP Office team a link to Branch1 so that they can take a look - thanks!

--
Nathaniel Katin-Borland
Support Specialist
Knowledge Management Initiative
KARL Support Team

Open Society Foundations - New York Office
400 West 59th Street
New York, NY 10019
Email: <email address hidden>
Phone: [phone]
http://www.soros.org/
http://www.karlproject.org
-----Original Message-----
From: <email address hidden> [mailto:<email address hidden>] On Behalf Of Carlos de la Guardia
Sent: Wednesday, October 12, 2011 9:17 AM
To: Nathaniel Katin-Borland
Subject: Re: [Bug 867597] KARL Freezes on IE8/Windows XP Config

Chris Rossi helped me make branch1 use the new repoze.urchin version with a test account. It's all working now, so they can try the branch.

Carlos de la Guardia

----- Original Message -----
> From: Paul Everitt <email address hidden>
> To: <email address hidden>
> Cc:
> Sent: Tuesday, October 11, 2011 3:56 PM
> Subject: Re: [Bug 867597] KARL Freezes on IE8/Windows XP Config
>
> Carlos, can you check and see if branch1 has the new repoze.urchin?
>
> If so, then perhaps Nat can ask Kalman to give a try at the branch site.
>
> --Paul
>
> On Oct 11, 2011, at 9:51 AM, Nat Katin-Borland wrote:
>
>> Another comment from the BP Office if this is helpful:
>>
>> Hi Nat,
>>
>> Levente found a workaround for the problem: is Bp office KARL is
>> opened in
> Intranet Zone, and in IE8, by default, intranet sites are displayed in
> compatibility mode. This causes the problem on some computers –
> however not everywhere. But if we change the setting and KARL is
> opened in standard mode, then the problem disappears.
>> The only question is what script and why causes this issue, and why
>> only on
> some computers?
>>
>> We used to distribute a GPO to make KARL as intranet site, because
>> of the BC single sign on. But since SSO is not used anymore, we take
>> out KARL from Intranet Zone.
>>
>> Kalman.
>>
>> --
>> You received this bug notification because you are subscribed to KARL3.
>> https://bugs.launchpad.net/bugs/867597
>>
>> Title:
>>   KARL Freezes on IE8/Windows XP Config
>>
>> Status in KARL3:
>>   Fix Committed
>>
>> Bug description:
>>   Opening this ticket now in case anyone has any ideas, but our BP
>>   office support guys will keep us updated with any leads they have.
>>
>>   Hi Guys,
>>
>>   It is a very weird error. We cannot reproduce on all computers. It
>> happens
> for certain users, and only with IE8 on Windows XP. Other browsers on
> XP and
> Win7 are fine. IE on Win7 is fine too. It happens only with IE8 on XP.
>>   KARL page is loading and after few seconds the browser stops responding.
> We need to find what component of the page is causing this error, and
> why. I’ll let you know.
>>
>>   Kalman.
>>
>>   From: Nathaniel Katin-Borland
>>   Sent: 04 October 2011 17:22
>>   To: Kalman Donath
>>   Cc: Robert Marianski
>>   Subject: FW: KARL freezes Internet Explorer
>>
>>   Hi Kalman,
>>
>>   Please keep Robert and I updated on this issue.  I was surprised to
>>   hear about Zsofia’s p...

[JimPGlenn (jpglenn09)]

fix deployed