New TN website update = help system gone?

Hi Kanani,

We experienced the same problem. I opened a TASK ticket on that, and was told it is a known issue that is being worked on. Hopefully a fix will soon be in place! The workaround is to access the help systems directly in the meantime. Specifically:

v14: https://www.tessituranetwork.com/Help_System_v14/Tessitura_v14.htm

v12.5.1: https://www.tessituranetwork.com/Help_System_v125/Tessitura_v125.htm

I hope this helps!

Thanks,
David

Thanks, David.  Very helpful!

Hi Kanani, David is right it's a known issue, though we thought we did fix the issue when accessing the help system from Tessitura via the F1 help. It looks like that's in IE--is that IE 11? 

What happens if you refresh the page? Also, if you haven't already, could you try clearing your browser cache and try again? 

And just to confirm for everyone, the help systems are not going away, we would never do that to you! We're working through a few teething issues. For reference you can find the links to documentation (of all kinds) by clicking through the tiles for the products here: https://www.tessituranetwork.com//en/Support/Documentation

Best,

Todd

Tessitura Network

Using v12.5.1, a less elegant workaround is to go ahead and login to Tessitura Network using the IE window and leave that window open.  Then you can click on the ?Help icon and help topics will load.  The direct login to Help is faster. 

I am also seeing this behavior. 

I can confirm the browser is indeed IE 11. Refreshing the window when it opens results in the header attempting to load saying "waiting for Tessituranetwork.com" without the page refreshing. 

I have cleared my cache and there is no change. 

Thanks!

Hey Todd,

My default browser is Chrome, and when I try to access v12.5 help pages from F1 inside the application I still get redirected to a login screen when it should do token authentication. Once I log in, then F1 help sends me to the correct page. (I did a full clear browsing data in Chrome.)

Thanks Nick. We've been able to reproduce the issue and it ended up being due to some encoding/decoding/re-encoding of certain characters in the token, and we currently have a fix on our QA site, which should move to the live site tomorrow sometime. Kanani, Tim, David and Eric helped me test it and the fix worked in their systems, giving me good confidence that it should be resolved once we get it pushed to live.

Thanks!

Todd

Hi everyone, 

First, many thanks for helping us test this and figure it out. We posted an update to the site this morning that should have resolved the issue, so please give it a try and let me know if you still have trouble.

Best,
Todd

Hi Todd,

I just tried this (after having done a reboot), and we are still experiencing this behavior at The Smith Center. We are a RAMP organization. 

- Chris

Todd,

Just tested as well and still seeing the same behavior as well. 

Thanks,

Tim

Thanks both, we will investigate what has happened between QA and production. Stay tuned, we really want to get this fixed for everyone!

I just tested it and our Help now works correctly. It did not earlier today. RAMP client.

Same here!  We are using IE 11 with Citrix.

Glad to hear it from you both--we posted a fix to the site a few hours ago and so far everyone I've talked to has indicated success, so I'm hoping everyone else finds success as well!

Late to the party here but, yes, it does work now!

Thank you for this!