Support Article

Highlight feature does not work when screen is reloaded



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


Removing the attribute showAllowCobrowsingControlMode from FireFly API has resolved the issue

Published October 19, 2016 - Updated October 26, 2016

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