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Support Article

Blank screen and RuleNotFound exceptions after users are idle



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_USER - Section 'pzGetMenu' execution error on page 'pyDisplayHarness' of class ''. 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.


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

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