Error with support site.

10 posts, 0 answers
  1. Guy
    Guy avatar
    60 posts
    Member since:
    Sep 2010

    Posted 24 Feb 2011 Link to this post

    Hi,

    There appears to be a problem on the support submit part of the website. There are the following javascript errors.


    Timestamp: Thu, 24 Feb 2011 09:07:10 UTC
      
      
    Message: 'Sys' is undefined
    Line: 95
    Char: 1
    Code: 0
    URI: http://www.telerik.com/account/support-tickets/contact-support-team.aspx?odid=564032&pid=523
      
      
    Message: 'Sys' is undefined
    Line: 127
    Char: 1
    Code: 0
    URI: http://www.telerik.com/account/support-tickets/contact-support-team.aspx?odid=564032&pid=523
      
      
    Message: 'Sys' is undefined
    Line: 1728
    Char: 29
    Code: 0
    URI: http://www.telerik.com/account/support-tickets/contact-support-team.aspx?odid=564032&pid=523
      
      
    Message: 'Sys' is undefined
    Line: 2111
    Char: 25
    Code: 0
    URI: http://www.telerik.com/account/support-tickets/contact-support-team.aspx?odid=564032&pid=523
      
      
    Message: 'Sys' is undefined
    Line: 324
    Char: 1
    Code: 0
    URI: http://www.telerik.com/account/support-tickets/contact-support-team.aspx?odid=564032&pid=523


    This has been on going for a few days now and I have tried various machines with the same results. I have tried this with a mix of IE8 and IE6 machines.
  2. Atanas
    Admin
    Atanas avatar
    22 posts

    Posted 24 Feb 2011 Link to this post

    Hi Guy,

    Can you please tell us, which browser do you use and what browser version?

    In order to resolve the issue can you also try to:

    - To send a ticket from different browser (Chrome or FF)

    - Clear the browser cache of your current browser

    - Disable browsers plug-ins.

    Looking forward to hearing from you!

    Kind regards,
    Atanas
    the Telerik team
    Registration for Q1 2011 What’s New Webinar Week is now open. Mark your calendar for the week starting March 21st and book your seat for a walk through all the exciting stuff we ship with the new release!
  3. Guy
    Guy avatar
    60 posts
    Member since:
    Sep 2010

    Posted 24 Feb 2011 Link to this post

    Thanks for the quick response.

    As mentioned above, I have tried multiple machines and IE6 and IE8. I have now tried FF with the same outcome.

    There are no plugins enabled.

    Regards,

    Guy
  4. Raya
    Admin
    Raya avatar
    27 posts

    Posted 24 Feb 2011 Link to this post

    Hi Guy,

    We can't reproduce that issue but we think that you are not able to load MicrosoftAjax.js from our website for some reason.

    Can you please tell us does your browser load all Javascript files on telerik.com and what is the status code of Telerik.Web.UI.WebResource.axd as shown on the attached image?

    Thank you for the cooperation!
     
    Greetings,
    Raya
    the Telerik team
    Registration for Q1 2011 What’s New Webinar Week is now open. Mark your calendar for the week starting March 21st and book your seat for a walk through all the exciting stuff we ship with the new release!
  5. Guy
    Guy avatar
    60 posts
    Member since:
    Sep 2010

    Posted 24 Feb 2011 Link to this post

    Hi Raya,

    Through which browser/option are you getting that screen shot from? I can't seem to find it within IE or FF.

    Regards,

    Guy

    Edit: I have now tested this on my home machine and it appears to be working fine. I use Win 7 at home whilst the work machines are XP. Would this have any bearing on it? Could there perhaps be something on my work network which could be blocking it?
  6. Raya
    Admin
    Raya avatar
    27 posts

    Posted 02 Mar 2011 Link to this post

    Hi Guy,

    Sorry for the late reply on your question. The screenshot is from Firefox with Firebug extension.

    We assume that you have some network restriction and you can't load the highlighted javascript file on the shot. Can you check that file again?  

    Greetings,
    Raya
    the Telerik team
    Registration for Q1 2011 What’s New Webinar Week is now open. Mark your calendar for the week starting March 21st and book your seat for a walk through all the exciting stuff we ship with the new release!
  7. Guy
    Guy avatar
    60 posts
    Member since:
    Sep 2010

    Posted 02 Mar 2011 Link to this post

    Hi Raya,

    Thanks for the reply.

    I've not used Firebug before so hopefully the attached screenshot makes sense.

    Is there any specific application or process you think could be the main culprit? I thought it might be our proxy but we no longer have that.

    Regards,

    Guy
  8. Raya
    Admin
    Raya avatar
    27 posts

    Posted 03 Mar 2011 Link to this post

    Hi Guy,

    We've implemented one fix on the scripts loading for that particular form that is live since this morning. Can you please check if that change will stop the javascript errors for you? Can you also refresh with Ctrl+F5 first?

    Let us know what happened and if everything is working for you now.
     

    Kind regards,
    Raya
    the Telerik team
    Registration for Q1 2011 What’s New Webinar Week is now open. Mark your calendar for the week starting March 21st and book your seat for a walk through all the exciting stuff we ship with the new release!
  9. Guy
    Guy avatar
    60 posts
    Member since:
    Sep 2010

    Posted 03 Mar 2011 Link to this post

    Hi Raya,

    I have just checked that as instructed on IE8 and FF but unfortunately there is no change.

    Is there anything I should be asking my IT department?

    Regards,

    Guy
  10. Raya
    Admin
    Raya avatar
    27 posts

    Posted 08 Mar 2011 Link to this post

    Hi Guy,

    Can you explain to your IT department what you are trying to do and what errors our website throws. They can check if you have any file restrictions or files that can't be loaded.

     
    All the best,

    Raya
    the Telerik team
    Registration for Q1 2011 What’s New Webinar Week is now open. Mark your calendar for the week starting March 21st and book your seat for a walk through all the exciting stuff we ship with the new release!
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