This article explains how to handle compression changes from gzip to brotli that may impact your instance.
What has changed?
We have made some internal changes in the compression of the file (https://assets17.freshservice.com/a/assets/freshservice-*.js) responsible for rendering some pages in Freshservice.
Why did we change?
The change was implemented to enhance the compression of the freshservice.js file, reducing the network transfer size. This optimization, in turn, significantly boosts the performance of the dependent pages.
How will this change impact me?
While this compression format isn’t new, we acknowledge the rare possibility of some customers attempting to access assets in the old gzip format by modifying the request headers through firewall settings. In such cases, the firewall might misinterpret the compressed file as a security threat and block it.
This could lead to disruptions in rendering specific pages, resulting in a blank display in case of any issues.
How can you confirm that this change is the cause of a blank page?
You can identify it by noticing an 'ERR_CONTENT_LENGTH_MISMATCH' error in your browser console, which will typically point to the URL: https://assets17.freshservice.com/a/assets/freshservice-*.js.
How do you resolve in case of any issues?
Please follow these two steps sequentially:
Liaise with your internal IT team to check if any logs indicate files from 'https://assets17.freshservice.com' being blocked by the firewall. If yes, add 'https://assets17.freshservice.com' to the firewall's whitelist.
If the issue continues to persist despite whitelisting, please contact Freshservice Support. We recommend reaching out to support only after successfully whitelisting all files from 'https://assets17.freshservice.com’.