Forum Discussion

MikeTamoush's avatar
MikeTamoush
Qrew Commander
2 years ago

One user having issues in one app...?

I am checking with customer support, but thought I would see if anyone can make sense of this.

In one of my apps, one single user cannot add records or view calendars. In both instances the webpage just loads and is blank. It is only happening to this one user, and only in one app. We tried in other apps and it works fine. She can navigate through records and edit them. She cannot add a record (well, to be more specific she just gets a blank white screen) whether it is the Gen Add Record API or the =nwr add of a record. Same behavior across all browsers.

The user is in the same role as a number of other people, none of which have issues. I also switched the user briefly to an admin role with full rights as a test, and the same thing happened.

I cannot figure out how it can be possible to only have this happen in one app. Thoughts?



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Mike Tamoush
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  • JimHarrison's avatar
    JimHarrison
    Qrew Champion
    2 years ago

    Hi Mike,

    Is UTF-8 enabled? If it is, disable it and try again. I have had this happen and this was the cause. Let us know what happens. 

    Regards,
    Jim Harrison



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    Jim Harrison
    transparency = knowledge + understanding : The Scrum Dudes
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    • MikeTamoush's avatar
      MikeTamoush
      Qrew Commander
      2 years ago

      Good thought. I checked, and it was already disabled. The user logged in with her personal computer, and had no issues. And no other users are having issues. Seems to be related to the computer, but for the life of me I can not understand how a computer could have an issue, but only with one app. The whole situation doesn't make any sense to me....

      If it is a computer related issue, I would expect it to have trouble with Quickbase in general, not limited to 1 app.

      If it was a QB issue, I would expect other users to have the problem.



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      Mike Tamoush
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      • MarkShnier__You's avatar
        MarkShnier__You
        Icon for Qrew Legend rankQrew Legend
        2 years ago

        I would try having the user update their browser to the current version and also try a different Browser (Chrome vs Firefox)



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        Mark Shnier (Your Quickbase Coach)
        mark.shnier@gmail.com
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    • MikeTamoush's avatar
      MikeTamoush
      Qrew Commander
      2 years ago

      Tried Chrome, Firefox, and Private Browsing in Firefox. Deleted 7 days worth of cached data, but the next try will be completely clearing the cache (had avoided that because its a pain, but we will clear the cache in the browser the user doesnt usually use). However, since we tried in multiple browsers, I am not optimistic it is a caching issue. Good thought updating browsers, will try that. Since we tried multiple, also not optimistic but willing to try anything! 



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      Mike Tamoush
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    • MikeTamoush's avatar
      MikeTamoush
      Qrew Commander
      2 years ago

      Update: IT believes it may have to do with the antivirus software. They have not come up with a solve. I am also curious as to why it is only happening with one user then....will post back if I get more info.



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      Mike Tamoush
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      • JimHarrison's avatar
        JimHarrison
        Qrew Champion
        2 years ago

        Hi Mike,

        I had a problem in one App only where I would log in and could not expand Reports and Charts or view table properties but instead would see a blank screen. I am a Realm Admin so this should not be the case. Other Realm Admins were not experiencing the problem. Even Quickbase Support didn't understand what was happening. I got on a Zoom call and recorded it with Elvis.

        Then I turned UTF-8 off and everything worked. I performed an API_GetSchema with UTF-8 enabled and found there were special characters in some multi-choice fields. As soon as I cleared those the problem went away.


        Is it possible there is a multi-choice field with a special character in it?

        I don't know why this would happen to one user but this is very similar to what I experienced last week. Also QB is releasing a UTF-8 update this week so there has been some recent work done with character encoding.

        Easiest way I have found to check is to use Postman and send API_GetSchema and then read through the response. By enabling UTF-8 before sending the request, all the bad characters will come back as black diamonds with white question marks. 

         "The replacement character , a black diamond with a white question mark, is a symbol found in the Unicode standard at codepoint U+FFFD in the Specials table. It is used to replace an unknown or unrepresentable character, or indicate problems when a system is not able to render a stream of data to a correct symbol."

        If IT finds the AV isn't the problem give that a shot.



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        Jim Harrison
        transparency = knowledge + understanding : The Scrum Dudes
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