3722178 - Some Users Observe Missing CTI Telephony Icon for Live Activity/Agent Desktop

• The CTI phone widget is missing in the Live Activity module.
• Error message observed in the browser console logs:
  • ui5loader-dbg.js:1015 Uncaught (in promise) Error: found in negative cache: 'sap/client/cod/seod/liveactivity/shellmenu/LiveActivityShellMenu.js' from /sap/client/cod/seod/liveactivity/shellmenu/LiveActivityShellMenu.js: Unexpected token '<'.
  • LiveActivityXIntegration.js:1  Uncaught SyntaxError: Unexpected token '<' (at LiveActivityXIntegration.js:1:1)
• The missing CTI Telephony icon, prevents users from being able to open the Iframe and use the CTI Widget.

SAP Cloud for Customer

1. User logs on to the C4C tenant.
2. The expected Telephony Icon is missing from the upper right hand corner.
3. Press F12 -> Console, and notice the errors: 
   • ui5loader-dbg.js:1015 Uncaught (in promise) Error: found in negative cache: 'sap/client/cod/seod/liveactivity/shellmenu/LiveActivityShellMenu.js' from /sap/client/cod/seod/liveactivity/shellmenu/LiveActivityShellMenu.js: Unexpected token '<'.
   • LiveActivityXIntegration.js:1  Uncaught SyntaxError: Unexpected token '<' (at LiveActivityXIntegration.js:1:1)
4. You already reviewed KBA 3208915 - Live Engagement widget does not load the widget or the telephone icon is missing, and ensure the required settings are done, but still the Icon is missing.

• This is a timing-related interaction between the browser's cache-control and external authentication factors (SSO/VPN/Proxy).
• If a request for a critical JavaScript module is made before the authentication session is fully established, the server may return an HTML redirect page.
• The browser caches this redirect as the file content (often with a long max-age), preventing the actual script from loading until the cache is cleared or expires.
• Eventually, the cache is cleared and the issue fixes itself after the cache control expires.

• Immediate Fix: Perform a "Hard Reload" procedure (Empty Cache and Hard Reload) that clears the poisoned cache and restores the icon immediately. 
  • To restore the missing icon, the "negative cache" must be cleared manually from the browser. Follow these steps:
    • If using a VPN, ensure you are fully connected before opening the browser.
    • If using SSO, log off from the SAP system and close all browser windows.
      1. Open a new browser window and navigate to the SAP URL.
      2. Open Developer Tools: Press F12 on your keyboard (or right-click anywhere on the page and select Inspect).
      3. Perform a Hard Reload:
         1. Right-click the Refresh icon (circular arrow) in the browser header.
         2. Select Empty Cache and Hard Reload.
    • Once the page reloads, the Telephony icon will appear in the top-right menu.
• Alternative suggestions:
  • To address the "poisoned" cache issue effectively at an organizational level, customers can use Group Policy Objects (GPO) to manage browser behavior.
  • This ensures that even if a user encounters a network glitch that triggers the negative cache, the state is wiped clean for the next session.
  • GPO Configuration Guide:
    • Clearing "Poisoned" UI5 Cache: 
      • The objective is to ensure that the browser does not persist specific site data (including cached JavaScript redirects) after the user closes the browser.
      • This prevents the "missing CTI icon" issue from recurring across multiple days. 
        
    • Suggested Steps:
      1. Clear Browsing Data on Exit (Recommended) 
         • For Google Chrome / Microsoft Edge:
           1. Navigate to: Computer Configuration > Administrative Templates > [Google Chrome/Microsoft Edge].
           2. Locate the policy: Clear browsing data on exit.
           3. Set to Enabled.
           4. In the options, ensure Cached images and files is selected.
         • For Microsoft Edge:
           • Policy: ClearBrowsingDataOnExit
           • Sub-setting: Allow-listing
           • Add the SAP Tenant URL (e.g., https://myXXXXXX.crm.ondemand.com) to the "Clear browsing data for specific sites on exit" policy.
         • Disable "Fast Checkout" / Background Processing 
           • Sometimes, browsers remain active in the background even when the window is closed, which prevents the "Clear on Exit" trigger.
             • Policy: Continue running background apps when Google Chrome is closed
             • Action: Set to Disabled.
         • Note:
           • While these GPO settings ensure the system recovers automatically upon a browser restart, they do not prevent a glitch if the user experiences a network drop during an active session.
           • For those cases, the manual "Empty Cache and Hard Reload" remains the primary immediate fix. 

KBA 3208915 - Live Engagement widget does not load the widget or the telephone icon is missing

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