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    Summary

     

    The Mobile Web interface makes use of a HEAD request sent to the Jive application when a document is downloaded. If you are unable to open or download a document through the Mobile Web interface then this may be due to HEAD requests not being received by the Jive application. This may be because some firewalls or proxies may be configured to drop or deny HEAD requests or responses in transit between the Mobile Web client and the Jive instance.

     

    It is recommended that system administrators allow HEAD requests to be sent to the Jive application in an on-premise instance.  Additionally, changes have been made to the Mobile Plugin to account for this infrastructure configuration choice.

     

    Issue Details

    • Bug ID: JIVE-41984
    • Bug Summary: Can't download binary files if HEAD requests are not permitted from mobile client
    • Affected Versions: Jive Custom Mobile Plugin 6.1.0, 7.0.0, Jive (Winter 2014 Cloud Release)
    • Fix Versions: Jive Custom Mobile Plugin 6.1.1, 7.0.2, Jive (Spring 2014 Cloud Release)

     

    Versions

    This document has been verified for version: Jive Custom 6, 7, Jive

     

    Symptoms

     

    Users accessing a Jive site from the Mobile Web interface may be unable to download or open documents from their device.  The HEAD request either doesn't reach the Jive instance or the response doesn't reach the Mobile Web client, resulting in a timeout.

     

    Cause

     

    Mobile Web sends a HEAD request to the Jive instance before downloading attachments and files in order to improve the user experience in cases where the download is unauthorized. A HEAD request is identical to a GET request, except that the response will be sent without a response body. For example, if the download will be unauthorized, the HEAD response will contain a 401 Unauthorized status. Immediately upon receiving a HEAD response with an acceptable status code, Jive Mobile Web will initiate the download. However, some environments may be configured at some level to drop the HEAD request on the way to the Jive instance, or the response on the way back. This manifests in a timeout error from Mobile Web.

     

     

    Resolution

     

    The issue itself has been addressed within the Mobile Plugin - The workaround is included in Jive Mobile plugin versions 6.1.1, 7.0.2, and newer versions for Jive Custom. An updated version of the Mobile functionality will be included in the Jive Cloud Spring 2014 update.

     

    You can download the latest versions of the Mobile Plugin for Jive Custom here: Jive Mobile Module | Jive Community

     

    If you are not able to upgrade your Jive Custom instance to have a newer version of the mobile plugin, you may be able to update the environment's firewall and/or proxy configurations to allow HEAD requests from Mobile Web clients to the Jive instance.