(SM) Support Tip: Avoid Internet Explorer 11 Enterprise Mode from hanging SM Webtier 9.40 and later

Service Manager Webtier versions beginning with 9.40 will experience a hang upon login. The ToDo list is not displayed and only a white screen will be seen. Additionally, the login format (i.e. index.do, ess,do) may be cosmetically skewed.


This is caused by Internet Explorer 11 Enterprise Mode being set to true.


Internet Explorer 11 Enterprise Mode is explained in the following Microsoft Technet Document: https://technet.microsoft.com/en-us/library/dn640687.aspx  "Enterprise Mode is a compatibility mode that runs on Internet Explorer 11 on Windows 8.1 Update and Windows 7 devices, lets websites render using a modified browser configuration that’s designed to emulate either Windows Internet Explorer 7 or Windows Internet Explorer 8, avoiding the common compatibility problems associated with web apps written and tested on older versions of Internet Explorer."  Basically through improved emulation, Enterprise Mode lets many legacy web applications run unmodified on Internet Explorer 11.


Since Service Manager 9.40 - and later - do not support Internet Explorer versions 7 or 8 so Enterprise Mode is not required and should be disabled to avoid this kind of problem. To disable Enterprise Mode at the browser level the user must:

  1. Launch Internet Explorer 11
  2. Click on Tools
  3. Ensure that Enterprise Mode is unchecked


If the Enterprise Mode option is not seen in the Tools dropdown then this is being controlled at the corporate level via Global Policy. If this is the case then the following Microsoft Knowledge Document explains how to exclude the Service Manager Webtier URL from using Enterprise Mode: https://technet.microsoft.com/en-us/library/dn640688.aspx