[Solved] Document Manager Blank Pop-up Window

[Andrew Steggles]

I have a user who is trying to use the document manager in the WYSIWYG... when he clicks on it, he gets a blank white box pop-up within nothing in it.

I can't duplicate the problem, even after logging in as him.  I've tried on multiple machines and can't recreate the issue.

I'm guessing this is caused by a security setting on his machine or firewall issue.

Can you tell me specifically what i need to tell his IT people to switch on to get this to work? i.e. is it Ajax?

The strange thing is that the editor part of it works fine, it's just the document manager and image manager that have issues.

Thanks,

Andy

[Rumen]

Hi Andrew,

Could you please, instruct your user to try to load the editor and its dialog in another non IE browser, for example Firefox, Chrome or Opera and see whether the problem still persists?

You can also try to install Fiddler on the user's computer and see whether some files are not loaded and give errors.

All the best,
Rumen
the Telerik team

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[Andrew Steggles]

We've tried what you suggested and nothing works on his system.  

Any ideas?

Andy

[Tervel]

Hello Andrew,

You mention "nothing works on his system" - which we interpret as meaning "results are identical under all browsers that were tested - the dialog is blank".

If this is the case, then perhaps the dialog has been blocked by a fire-wall. In that case, the Fiddler software or (alternatively) FireFox FireBug should have been used to determine if that was indeed the case.

We are not sure what can be causing the problem, and it has never been reported before and have no suggestions. Is it possible that you open a support ticket and send us a screenshot of this user's screen?

Looking forward to hearing from you,
Tervel
the Telerik team

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[Mike]

Have you gotten anything on this issue? We are having the same thing with many of our clients and any help you could give would be helpfull.

[Mike]

Can you tell me how to pull a report from fiddler that might help me out?

[Andrew Steggles]

Mike, glad to know i'm not alone.  Unfortunately the user that was having the problem is not aloud to install fiddler so i'm at a loss as to what to do.

Please let me know if you figure anything out. 

Andy Steggles
andy [@] steggles.com

[Tervel]

Hello MIke,

Q: Can you tell me how to pull a report from fiddler that might help me out?

The assumption behind the problem is that if nothing appears in the dialog then files (scripts or css or aspx, etc) do not get properly delivered to the client browser. You can examine if this is the case by running Fiddler and accessing a page in the browser. In the main Fiddler grid there is a column Results. There the HTTP code for the request is present. If it is 200 then all is fine. If it is 404 (or something else) then there could be a problem.

If you encounter such files that were not delivered, you can delve deeper and examine their type (e.g. css, script)  - and then check with your system's [firewall , urlrewriter, etc] settings as to why those files could be blocked.


Sincerely yours,
Tervel
the Telerik team

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[Mike]

Andy,

I will keep you posted on what we find out. I am haing some of my people try it on the demo site to see if they get the same thing. i don't know if you have had any of your folks try that or not.

Mike Smith

[Andrew Steggles]

First i've heard of a demo site.  Can you send me the link please and i'll ask him to check it out.

Thanks,

Andy

[Andrew Steggles]

Does anyone have an update for this issue?

Also, can you send me the link to the demo site so we can test in your environment?

Thanks,

Andy

[Georgi Tunev]

Hi Andy,

I believe that Mike was referring to our RadEditor online demos. Have you tried to opened them from your client's machine?





Kind regards,
Georgi Tunev
the Telerik team

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[Jim]

Found out what the problem is.  We have had this problem with several clients.  Many of them had Websense and the URL's to some of the Dialog's were longer than what WebSense could handle.  The short term solution is to configure the firewall to bypass Websense for the specified Web Site.  This resolved the issue for one client.  We are working with the remaining clients now to resolve the issue. 

[Eirik]

We have the same problem. The client only gets a blank popup when he opens the image manager. Tested in Firefox 3.5 and IE7 on multiple machines. The problem started when we upgraded Rad Editor 7 to Rad Editor AJAX. So im gussing the Ajax is blocked by the clients security software or something like that. Have'nt found a solution yet. The customer also gets the same problem when he tries the Telerik demoes on the Telerik website.
The client is using Norman Antivirus software, and have a Cisco firewall

[Eirik]

Just found out that they indeed also have WebSense! Going to try your solution

[Eirik]

Our client tried to configure WebSense to allow the site, but was'nt able to fix the problem. Hope you guys at Telerik can dig up some more info about this problem

[Rumen]

Hello Eirik,

Please, see the following help article on the subject: Blank Dialogs Problem.

The following article could be helpful as well: http://www.experts-exchange.com/Security/Software_Firewalls/Q_21954328.html

If you do not have a license just scroll to the bottom of the page and you will find the answers.

Greetings,
Rumen
the Telerik team

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[Eirik]

Thanks for the link, but there was no answers at the bottom. I think its random if you get the answers at the bottom.
But Google always gets em:
http://74.125.77.132/search?q=cache:zzu3IFlftH4J:www.experts-exchange.com/Security/Software_Firewalls/Q_21954328.html+websense+cutting+off+querystring+of+url&cd=1&hl=no&ct=clnk&gl=no

I've sent the link to the customer's tech person. I'll let you know if he manages to fix the problem.

[Eirik]

Our customer fiinally figured out how to fix the problem. The problem was indeed WebSense. When they tried to whitelist the application the first time, they put a check on the url via UDP instead of TCP. When they changed it to TCP the Editor started working as normal!