Resolving blank/white screen issues

There are 3 main reasons for a blank/white screen being displayed in the Symphony Desktop Application (SDA).

 

In SDA versions prior to 3.4.x, a caching issue may occur intermittently. This problem typically presents a failure error message. To resolve this blank/white screen issue, the user should refresh the SDA. If the caching issue persists, refer to the Knowledge Article found here about how to clear your cache.

 

If the issue persists after you have refreshed and/or cleared your cache, please contact the Symphony Support team at support@symphony.com and inform them that you are experiencing issues with a blank/white screen.

 

In SDA versions prior to 3.7.x, if the SDA was impacted by network connectivity issues on a computer, it would fail silently and produce a blank/white screen without any information. This type of error now produces the following error message instead (Figure 1):

 

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Figure 1 Problem connecting to Symphony

 

If the automatic reconnect does not resolve the issue, manually refresh your SDA to resolve this issue.

 

If the issue persists after you have refreshed, please contact the Symphony Support team at support@symphony.com and inform them that you are experiencing issues with a blank/white screen.

 

Finally, in some later versions of the SDA, launching the application displayed a blank/white screen if a certain flag in the configuration file was set to false (Figure 2):

 

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Figure 2 Blank/white screen

 

To resolve this, navigate to the Symphony.config file and update the disableGpu flag to true (Figure 3):

 

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Figure 3 DisableGpu flag

 

Note: Refer to the Knowledge Article found here for details of the configuration file location.

 

Once this has been done, exit Symphony and relaunch the SDA.

 

If the issue persists after you have closed and reopened Symphony, please contact the Symphony Support team at support@symphony.com and inform them that you are experiencing issues with a blank/white screen.