Support Article
Blank screen and RuleNotFound exceptions after users are idle
SA-40445
Summary
Users are encountering intermittent portal display issues. Users see either a blank screen or the message "An error occurred. Please contact your System Administrator". RuleNotFound exceptions are found in the PegaRULES logfile when this occurs, and they seem to suggest that clipboard pages are either not available or missing content.
Error Messages
In the browser, users either see a blank screen or the message "An error occurred. Please contact your System Administrator"
In the logfile errors like the following are found at the time of the issue:
2017-03-09 14:43:30,829 [ WebContainer : 11] [ STANDARD] [Your_App:01.01.01] (HTML_Fragment.PZGETMENU.Stream) ERROR your_server.com|your_client.com YOUR_USER - Section 'pzGetMenu' execution error on page 'pyDisplayHarness' of class ''.
com.pega.pegarules.pub.generator.RuleNotFoundException: Failed to find a 'RULE-NAVIGATION' with the name 'STARTPROCESSMENU' that applies to '@baseclass'. There were 1 rules with this name in the rulebase, but none matched this request. The 1 rules named 'STARTPROCESSMENU' defined in the rulebase are:
1 related to applies-to class '@baseclass', but were defined on subclasses: 'Data-Portal'.
Steps to Reproduce
Users report that the problem occurs usually after they are idle for a short amount of time (10-15 minutes). However, the problem is inconsistent and doesn't happen for all users all the time.
Root Cause
The 'initialization/persistrequestor/usepagelevelpassivation' setting had been set to "false" in the prconfig.xml file. This was causing problems with proper thread and page reactivation after a period of requestor inactivity, and this was leading to the RuleNotFound exceptions.
Resolution
Perform the following local-change: Delete the 'initialization/persistrequestor/usepagelevelpassivation' setting from prconfig.xml. This setting will be removed from a future release.
Published August 26, 2017 - Updated October 8, 2020
Have a question? Get answers now.
Visit the Collaboration Center to ask questions, engage in discussions, share ideas, and help others.