The "Insert web link" button on the HTML field is stuck if the HTML editor is set to htmlArea. There is an exception in the browser console logs:

Uncaught TypeError: Cannot read property 'documentElement' of null
(anonymous function)
(anonymous function)

Steps to Reproduce

  1. Navigate to UI Properties.
  2. In the pull-down menu for “HTML field Editor to use”, change “TinyMCE” to “htmlArea”.
  3. Navigate to any knowledge base.
  4. Click New.
    5. Click “Insert web link” under the Text field

Notice “Insert/Modify Link” pop-up keeps loading


After carefully considering the severity and frequency of the issue, and risk of attempting a fix, it has been decided to not address this issue in any current or future releases. We do not make this decision lightly, and we apologize for any inconvenience. If you have any questions regarding this problem, contact ServiceNow Customer Support.


Related Problem: PRB656601

Seen In

Eureka Patch 11 Hot Fix 2
Fuji Patch 11 Hot Fix 1
Geneva Patch 6
Helsinki Patch 4
Helsinki Patch 5

Associated Community Threads

There is no data to report.

Article Information

Last Updated:2019-05-21 11:39:23