Internet Explorer 11 process leaks memory in Windows 7

[maxarderius]

Hello everyone,

We have seen numerous incidents related to performance issues in IE11 lately. It looks like there is an existing issue in IE11 that causes a Memory Leak in Windows 7 and affects the ServiceNow User Interface.

The issue is reported in the following links:

https://developer.microsoft.com/en-us/microsoft-edge/platform/issues/6768642/

https://developer.microsoft.com/en-us/microsoft-edge/platform/issues/892089/

https://developer.microsoft.com/en-us/microsoft-edge/platform/issues/7409348/

The following article was created to make customers aware of the issue:

KB0563748 - Internet Explorer 11 process leaks memory in Windows 7 (not the JS Heap)

We also added a warning in our documentation:

https://wiki.servicenow.com/index.php?title=Supported_Web_Browsers#gsc.tab=0

Thanks!

Max Arderius, Manager, Technical Support (User Experience)

ServiceNow | The Enterprise Cloud Company

http://www.servicenow.com/support/contact-support.html

[Harlan]

If you check the box "Use software rendering instead of GPU rendering*" under Advanced in Internet Options, it seems to resolve the problem.

The leak seems subtle and inconsistent, but I confirmed that it is not an issue in Windows 10. It also appears to only manifest itself while using Chat.

[kenric]

Hello,

I am having similar issues in IE11 on Windows 10 while using ServiceNow.   Occasionally the memory buffering error pops up, to warn me about performance issues, but soon after my monitor screens go black and prevents me from ever leaving that state.   I need to reboot my device each time it occurs.   I'm not sure what can be causing it.   I am doing dev work and it seems to be happening when I'm navigating to and from screens, saving and or updating update sets.   Any advice would be greatly appreciated.   The "Use software rendering instead of GPU rendering" is checked off by default for all enterprise imaged devices.

[Harlan]

I realize that I completely conveyed the wrong message when I wrote my reply. I meant that checking the box fixes the issue for us, but it only seems to be a problem on Windows 7.

We had the exact same issue you're describing in Windows 10 but it wasn't related to ServiceNow and was related to the video driver, but checking the box I mentioned resolved it. It best manifests itself during heavy web browsing, where you can see that once memory is allocated, it never gets unallocated. What device are you having the problem on?

[kenric]

Good afternoon Harlan, thanks for your response.

So the enterprise wide issue devices all come with a standard image which already checks the box for that settings in IE via Group Policy.   If what you're saying is true, we might have a bigger issue as all the devices are also standard issue.   I have a HP EliteBook G-Series 840.   Some have the employees have the older model HP Elitebook 8000 series.   Some of the GPU's are the Intel Graphics, and others are the AMD Radeon series.

This issue has occurred on four known devices, and ServicNow has not been made active in the production environment yet.   My concern really lies on the capability of our current devices to run ServiceNow and for 2000+ ITIL users in the system and 50,000 more using the Service Portal.

Your thoughts are greatly appreciated.

Thank you.