Remote Control from Service Desk shows Unsupported Browser message in Internet Explorer 11

  • Document ID:7018343
  • Creation Date:01-Dec-2016
  • Modified Date:01-Dec-2016
    • Micro Focus Products:
      Service Desk

Environment

Novell Service Desk 7 Remote Management
Novell Service Desk 7.1 Remote Management
Novell Service Desk 7.2 Remote Management
Microsoft Internet Explorer 11

Situation

Launching Remote Control from Service Desk in Internet Explorer 11 (IE 11)
Remote Management Viewer plugin is installed

The following message may be seen in the popup window:

ERROR:
This browser is not supported

Resolution

This is fixed in Micro Focus Service Desk 7.3

Workarounds
A. Use Mozilla Firefox for Remote Control from Service Desk
B. Use Internet Explorer versions lower than IE 11 for Remote Control from Service Desk

Cause

The Internet Explorer browser was being detected using a specific value in the user-agent string. The specific value that the code was looking for was removed from the Internet Explorer 11 user-agent string.