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Attachments in Case can't be downloaded in Chrome when Aurena Agent is enabled

  • 14 June 2021
  • 3 replies
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Nipun Gunaratne
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Userlevel 5
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Hi,

We found a problem when adding attachments in web browser Chrome and extension Aurena Agent is enabled. The documents can be added but not downloaded and viewed. 
This error seems to be related to Aurena Agent. As a workaround we can suggest to disable and enable the Aurena agent extension from chrome. Once you have done that step, You won't get the issue again. But you will also get the issue when re-login to the system. 

 

Thanks & Best Regards,

Nipun

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Best answer by Mathias Dahl 14 June 2021, 16:27

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3 replies

Mathias Dahl
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Userlevel 7
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Can you provide some more details please? What is the error/how does it look? What does it say in Chrome’s Developer Tools, under the Network and Console tabs? Did you look for details in Aurena’s Debug console?

 

/Mathias
Nipun Gunaratne
Rank
Userlevel 5
Badge +9

Can you provide some more details please? What is the error/how does it look? What does it say in Chrome’s Developer Tools, under the Network and Console tabs? Did you look for details in Aurena’s Debug console?

 

Hi Mathias,

Test case 1:
Prerequisite: install Aurena Agent and enable

1 Log into Aurena via Chrome
2 Open Case Details window
3 Go to Contact Note (if no contact notes exists enter one first)
4 Click the paper clip icon and add a document (new or existing)
5 Click the download icon
6 Nothing happens, the document will not download

Test case 2
1 Disable Aurena Agent
2 Repeat steps 2 to 5 from test case 1
3 Document is downloaded

 

Thanks & Best Regards,

Nipun

Mathias Dahl
Rank
Userlevel 7
Badge +30

I just tested in Apps 10 DEV LKP and it works there, so it is a problem in the environment you are testing in. Perhaps someone added some Docman macros there, that does not work?

Enable the Debug Console in Aurena and look for errors in the Log to the left, when you use the Download command.

 

/Mathias
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