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Support Article

Highlight feature does not work when screen is reloaded

SA-29339

Summary



When the co-browse session is initiated, the highlighted feature is working, but once the user navigates to another screen, the highlight feature is not working in the new navigated screen in the same session.


Error Messages



Not Applicable


Steps to Reproduce

  1. Launch CoBrowse Session
  2. Tried highlight option from the user screen to the user's actual screen
  3. Navigate to another screen from user's portal
  4. Check for the highlight option.


Root Cause



The stated issue is  because of “showAllowCobrowsingControlMode” attribute set on the fireflyAPI on the enduser side.

You can verify it by running fireflyAPI.get('showAllowCobrowsingControlMode’) on the developer console of the browser

Resolution



Removing the attribute showAllowCobrowsingControlMode from FireFly API has resolved the issue
 

Published October 27, 2016 - Updated October 8, 2020

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