Question
Allianz
CH
Last activity: 10 Aug 2022 3:37 EDT
PEGA kann nicht aufgerufen werden (der Browser zeigt ein White Screen)
In gewissen Fällen erscheint ein White Screen, wenn der Benutzer PEGA aufruft.
Wenn der Benutzer den Cache im Browser löscht, dann funktioniert der Aufruf. Woran liegt dies und wie kann dafür eine bessere Lösung gefunden werden ?
In bestimmten Fällen funktioniert dieser Workaround nicht und der Benutzer muss das Cookie AL_SESS-S löschen. Erst dann kann der Benutzer PEGA aufrufen. Worand liegt dies, für was wird dieses Cookie benötigt und was können wir unternehmen, dass PEGA ohne diese workarounds aufgerufen werden kann ?
----------------Translation:----------------------
In certain cases, a white screen appears when the user logs into PEGA.
If the user clears the cache in the browser, then the login works. Why is this and how can a better solution be found?
In certain cases, this workaround does not work and the user has to delete the AL_SESS-S cookie. Only then can the user get into PEGA. What is the reason for this, what is this cookie needed for and what can we do so that PEGA can be called without these workarounds?
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Updated: 9 Aug 2022 10:29 EDT
Pegasystems Inc.
GB
@JurgS16601591 a white screen could occur for many reasons - you should not need to clear the cache in order to remove user sessions.
See the following question about Cache Management.
Please see the following Related Content question Designer Studio is Blank after login for only one operator
Questions:
Please could you provide more details about the exact nature of the user logging into Pega - was the user timed out?
Does this issue occur after passivation?
Does it occur for all users or just specific ones?
Does it occur for all types of browsers?
Could you check your network trace and pega logs for errors during this login process?
Check for Console errors & Network Trace. If you are able to reproduce the issue consistent, please do a trace and check if there are fail steps.
Do you notice whether the Connection "Close" value is being set at the server end? There could be possible DSS or network settings which is responsible for having connection as close.
For example a setting such as the DSS "http/ResponseHeader" with JSON format value {"X-XSS-Protection":"1;mode=unblock"} could be used to replicate the issue.
@JurgS16601591 a white screen could occur for many reasons - you should not need to clear the cache in order to remove user sessions.
See the following question about Cache Management.
Please see the following Related Content question Designer Studio is Blank after login for only one operator
Questions:
Please could you provide more details about the exact nature of the user logging into Pega - was the user timed out?
Does this issue occur after passivation?
Does it occur for all users or just specific ones?
Does it occur for all types of browsers?
Could you check your network trace and pega logs for errors during this login process?
Check for Console errors & Network Trace. If you are able to reproduce the issue consistent, please do a trace and check if there are fail steps.
Do you notice whether the Connection "Close" value is being set at the server end? There could be possible DSS or network settings which is responsible for having connection as close.
For example a setting such as the DSS "http/ResponseHeader" with JSON format value {"X-XSS-Protection":"1;mode=unblock"} could be used to replicate the issue.
<env name="http/UseNoCacheHeaders" value="true"/>
This setting is used to prevent dynamic content from being cached on the client machine. The default for this setting is false, meaning that the dynamic content will be cached on the client machine. When this entry is set to true, the dynamic content sent to the client will not only be set to expire immediately, but also will not be cached.
If it is not working then try the following :
1. Clear your server side cache and restart your server. This can ensure that the changes on prconfig is picked by system and fresh cache gets built
2.Client side, clear the browser cache.
3. Then access your application and try loading some static contents. Check whether your static content files exists or not.
I do not recognize your Cookie "AL_SESS-S" - please clarify.
Also see
https://docs-previous.pega.com/pega-services-troubleshooting/session-management-troubleshooting-faqs
https://docs-previous.pega.com/system-administration/86/managing-requestors.
Please find below some good explanation about Session cookies: https://docs-previous.pega.com/how-process-commander-uses-http-cookies https://collaborate.pega.com/question/how-set-cookies-how-does-prpc-handle-cookies To recap JSESSIONID cookie is set by the Servlet Container and is is used for HTTP Session tracking and, in load balancing, for session affinity. On the other end Pega-RULES cookie is associated with the (authenticated or not) Browser Requestor and its value is the RequestorID As in Pega each user session is identified uniquely by the RequestorID the Pega-RULES cookie is a means to identify a specific user session.
Allianz
CH
@MarijeSchillern Thanks for your quick response. Any user can be affected to get a white screen when he/she use PEGA the first time on a day. After the user has clean up the cache (and in some time also the cookie) the he/she is able to use PEGA. The server is always up and running and there is no exception in the log. Do you have any idea what could be reason ?
Updated: 10 Aug 2022 3:37 EDT
Pegasystems Inc.
GB
@JurgS16601591 I cannot identify any one particular cause.
Most of the time, we see users facing similar behaviour in two situations:
1. Using bookmarked URL which has cached data
Sample book marked url which has session information: https://www.app.com/prweb/PRServlet/qve1VpShZKYytCRE1eFpxNGQUm6KbTRP*/!STANDARD
URL should be: https://www.app.com
[or]
2.Corrupted caching table(s) such as:
pr_sysgen_static_content; (corrupted CSS & UI distortion issues on developer & case manager portals), in this case you might end up opening a ticket to Pega GCS to do further analysis.
Are these users logging into the Case Manager portal, or Admins logging into Developer Portal?
Has this been happening right from the start of you using Pega 8.6.2?
Are there any Framework applications involved?
Have there been any network or browser changes in your organization?
If this issue continues and you have no further suggestion from other forum users I would suggest that you log a support incident for this on the My Support Portal.
@JurgS16601591 I cannot identify any one particular cause.
Most of the time, we see users facing similar behaviour in two situations:
1. Using bookmarked URL which has cached data
Sample book marked url which has session information: https://www.app.com/prweb/PRServlet/qve1VpShZKYytCRE1eFpxNGQUm6KbTRP*/!STANDARD
URL should be: https://www.app.com
[or]
2.Corrupted caching table(s) such as:
pr_sysgen_static_content; (corrupted CSS & UI distortion issues on developer & case manager portals), in this case you might end up opening a ticket to Pega GCS to do further analysis.
Are these users logging into the Case Manager portal, or Admins logging into Developer Portal?
Has this been happening right from the start of you using Pega 8.6.2?
Are there any Framework applications involved?
Have there been any network or browser changes in your organization?
If this issue continues and you have no further suggestion from other forum users I would suggest that you log a support incident for this on the My Support Portal.
The support team will most certainly need to check the operator profile default landing page, access groups, full network trace and logs, details of any Load Balancer, differences depending on nodes used, authentication mechanism used etc.
If you choose to go down this route could you provide the INC reference here so that we can track this?