New tour window is appearing for users after login - Support and Troubleshooting

New tour window is appearing for users after login Issue Problem Users logging to the system are seeing a new window describing Menu, Favorites, and History.

Release Generic

Cause Root Cause 1. Platform is checking the guide: Unified Navigation Onboarding when users logged-in => https://_INSTANCE_.service-now.com/help_guidance.do?sys_id=70e8b5fbc31a3010b6cb4b46dd40dd57

2. The landing page experience contains an event call (apiName: polaris_app_shell.SN_HELP#GUIDANCE_START_REQUESTED) that activates the guide for new users.

Resolution Steps to Resolve 1. Review the login event records => Login event records were deleted on sys_event

Note This the expected behavior for first-time user logins