Siebel Open UI >  In Internet Explorer 11, When Trying to Edit Attachments With DISA, Edit Button is Disabled with Error "Siebel Not Able to Connect to Desktop Integration Siebel Agent"

In Internet Explorer 11, When Trying to Edit Attachments With DISA, Edit Button is Disabled with Error "Siebel Not Able to Connect to Desktop Integration Siebel Agent"

APPLIES TO:
Siebel CRM - Version 8.1.1.14.16 [IP2014] to 8.1.1.14.18 [IP2014] [Release V8]
Siebel CRM - Version 15.9 [IP2015] to 15.18 [IP2015] [Release V15]
Siebel CRM - Version 16.0 [IP2016] and later
Information in this document applies to any platform.

SYMPTOMS
Some users report that on Internet Explorer 11 (IE11), Desktop Integration Siebel Agent (DISA) does not work while editing file attachments and the following Siebel UI Popup error message shows up:

DISA

If the user is accessing the Developer Tools in Internet Explorer 11 (IE11) and viewing the console output, the following error shows up:

SCRIPT5022 : SecurityError (File websocketmgr.js, Line :39, Column: 3767).

NOTE: In some scenario when the user installed PS12 on Siebel IP2015 and updated DISA to version 2.0.12, they are unable to open an attachment in Internet Explorer 11(IE 11) while using HTTPS. It will receive the same error message as above on IE 11 while viewing the console output.

STEPS

1. Open Internet Explorer 11.

2. Log in to Siebel Open UI.

3. Go to Contacts Screen.

4. Go to the Attachments applet.

5. Open any file.

6. Receive error message in the UI "Edit button is disabled as Siebel was not able to connect to Desktop Integration Siebel Agent." as it show in the screenshot above.

7. If you accessing the Developer Tools in Internet Explorer and viewing the console output, the following error is shown "SCRIPT5022 : SecurityError (File websocketmgr.js, Line :39, Column: 3767)".

 CAUSE
The domain URL for the Call Center application is not listed in the trusted sites list:

Internet Options > Security > Local Intranet: Sites

Once the user added the domain URL to the trusted sites list, the WebSocket connection was able to be established and the user is able to open attachments in IE 11.

Also after further investigations, it was confirmed that the customer's Security team had enabled and configured the Windows Group Policy.

Check with your Administrator to allow WebSocket to run on IE 11.

SOLUTION

On Internet Explorer 11:
i) Navigate to Tools > Internet Options > Security tab: Local Intranet Sites
ii) Click Sites button and uncheck the option: "Automatically detect intranet network" and "Include all local (intranet) sites not listed in other zones" .

1. Open Run windows and type "gpedit.msc".

e.g., To use the Run windows, press Win+R on keyboard to open.

2. On Local Group Policy Editor

Go to Computer Configuration > Administrative Templates> Windows Components> Internet Explorer> Security Features> AJAX: make sure that these Setting are disabled or not configured:

"WebSocket Object"
"Set the maximum number of WebSocket connections per server"
LGPE

3. Retest the behavior.