Solved

Safari loops forever after login to our helpdesk using an Iphone (mobile url)


We are having a strange problem, on one of our IPhone, when trying to access our Helpdesk, we get the login screen OK and when the agent logs in, Safari loops for ever trying to load the page. In Fiddler (using a proxy) the last call we get is the following:

 

#ResultProtocolHostURLBodyCachingContent-TypeProcessCommentsCustom21200HTTPmediaclip.freshdesk.com/mobile/app.json811application/octet-stream

 

GET http://mediaclip.freshdesk.com/mobile/app.json HTTP/1.1
Host: mediaclip.freshdesk.com
Referer: http://mediaclip.freshdesk.com/mobile/
Connection: keep-alive
Accept-Encoding: gzip, deflate
Accept: */*
Accept-Language: en-us
Cookie: _helpkit_session=BAh7CDoPc2Vzc2lvbl9pZEkiJTZjM2QxNmE0OWJmMzA4MDk5NTgwZWM2N2UwMWE0MTcxBjoGRVRJIhV1c2VyX2NyZWRlbnRpYWxzBjsGRkkiAYAzNjdmNzQzZjQyZGRlZDUzOGQxZWU4ODQzY2RjMTk5Y2UwOTA2YmIyNmI5MGYxOTAzNWEzNzdmNTFjODVkOWNlY2Y3YWQ3ODAwNWI1NGQzZDk2OWNhZGQzZmQ0NjY3ODhhZGNiMWQwNmEyYTIxNmVjOTFhZTA4MDNkM2IyZDZjYwY7BlRJIhh1c2VyX2NyZWRlbnRpYWxzX2lkBjsGRmkDoBpx--69e9b37f8ef593a9654dd9c343907d867b7cdb33; helpdesk_node_session=792465807a06e7495bda1bc50cfd7524d35a78e4d40e085fbf03bab90477dce3c82d4ca70972088a94a64f0bda6d6bb6eb1c40697bf5b15c10b4a9f56e984571; NREUM=h=1385400062665&r=99423&p=0; user_credentials=367f743f42dded538d1ee8843cdc199ce0906bb26b90f19035a377f51c85d9cecf7ad78005b54d3d969cadd3fd466788adcb1d06a2a216ec91ae0803d3b2d6cc%3A%3A7412384; helpdesk_url=mediaclip.freshdesk.com
Connection: keep-alive
DNT: 1
User-Agent: Mozilla/5.0 (iPhone; CPU iPhone OS 7_0_4 like Mac OS X) AppleWebKit/537.51.1 (KHTML, like Gecko) Version/7.0 Mobile/11B554a Safari/9537.53

 

However, if we go back to the login screen and click on Login again, it brings up the web  version of the Helpdesk which recognizes the Agent...

 

It has to be some iPhone set up since the same agent can login successfully using another iPhone. We compared all the phone settings we could but both phones seem to be sharing the same setups...

 

Anyone has an idea of what the culprit could be? I have attached the Fiddler session.

 

Thanks!

saz
(3.76 KB)

Hi Michel,


Can you please clear your cache memories, cookies and try again ? If it still doesn't work, can you try it in a private browsing tab ?

Hello Hariprasad,


Thanks for pointing me in the right direction, in fact, my Safari was set for private browsing (never thought about that as a possible culprit) and changing it to normal fixed my problem. Again, thanks a lot! :-)