Service Cloud Console Agents are unable to load the console when logging in after the Winter '14 release
Last updated 2014-04-24 ·Reference W-1894837 ·Reported By 7 users
After the completion of the Winter '14 release upgrade , some Service Cloud users are no longer able to use the Service Console. The issue is specifically affecting those users for whom the last highlighted subtab within the Console is for a Case record. Users whose last highlighted subtab within the Console is for an Email record are not impacted, and they are able to navigate to Case subtabs without issue.
For impacted Users, they can see the Case subtab when they navigate to the Console, but a "Loading" popup remains on the screen indefinitely and they are not able to click anything. Their only way to leave the page is to hit the "back" button in the browser
1. Agent logs into Salesforce after W14 has been applied to the org
2. Service Cloud Console open, loads indefinitely : https://nax.salesforce.com/console
3. Agents must either work outside the console, or perform the workaround provided. Note: once the agent performs the workaround, the SCC loads normally (no more loading loop).
The workaround is to have an agent who can login to the console use the "Link to Share" option to generate a URL that would look something like the following:
Make sure the ID at the end is for a record other than one the agent already has open.
Place this URL in the browser address bar and let the console reload.
Is it Fixed?
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