Home → Troubleshooting in Evergreen → Known Issues → Known Issues with Evergreen
1.1. Known Issues with Evergreen
"White Screen of Death"
The "White Screen of Death" is where the top green bar shows, but the screen below it was blank. Our first step in troubleshooting was to work through some documentation created by Mobius and Geiorgia Pines on how to address the issue.
http://libraries.missourievergreen.org/content/white-screen-death-hatchchrome
https://pines.georgialibraries.org/dokuwiki/doku.php?id=admin:workstations:troubleshooting
We learned that an older version of Internet Explorer or Microsoft Edge were the only web browsers that would sometimes allow brief access to the 3.1 test environment. (Chrome is the recommended browser.)
We confirmed that both Firefox and Chrome were updated and using the most recent versions. We confirmed that Hatch was installed and enabled. We confirmed that the Java Runtime Environment was up to date.
We went through the steps in Georgia Pines documentations and cleared the cache and cookies, refreshing the screens (Ctrl + Shift + R) and restarting web browsers. Still no success.
Next, we opened the Chrome browser console (F12) to see if we could find any error messages that would point us in the right direction of the issue. We saw several error messages about access to next.nccardinal.org:7682 (which indicates port 7682) After looking at the firewall configuration we were able to conclude that although port 7682 had been opened on their firewall, the Intrusion Protection System thought that the traffic on port 7682 was a security threat. The Library System was able to determine that the issues was tied to Application Control in the Sonicwall, specifically under the Proxy Access category Encrypted Key Exchange. Once they were able to point the category to exclude the Content Filter Allowed Domains list, the issue was resolved.
Try doing a hard refresh by clicking on the F12 button which brings up developer tools on the right side of the screen (ignore that). Right click on the refresh button next to the little home icon on the upper left of the browser window and select Empty Cache and Hard Reload.
A last-resort method for dealing with Hatch issues is to clear out your Google AppData. Users have found that the white screen issue was resolved after they deleted C:\Users\[username]\AppData\Local\Google.