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Support Article

Browser hangs when processing cases

SA-7551

Summary



For a certain casetype, when business user creates the case, no action can be performed on the case anymore. The case display just freezes regardless whatever action is performed on the case – e.g. selecting a take action, or even closing the case.


Error Messages



No exception is available in PegaRULES log or PegaAlert log. No entry in the Tracer tool when an action is performed.
The following javascript error is available in the Internet Explorer browser:

Webpage error details

User Agent: Mozilla/4.0 (compatible; MSIE 8.0; Windows NT 6.1; WOW64; Trident/4.0; chromiumcsgframe/24.0.1312.52; SLCC2; .NET CLR 2.0.50727; .NET CLR 3.5.30729; .NET CLR 3.0.30729; Media Center PC 6.0; .NET4.0C; .NET4.0E)
Timestamp: Tue, 20 Jan 2015 13:34:58 UTC

Message: A security problem occurred.

Line: 1
Char: 58351
Code: 0
URI: https://<servername>:<port>/prweb/PRServletContainerAuth/_lcKyHF6Hn8VwLd_8LvFR9kytkpNMTJT*/!IOPS/pega_ui_harness_13020295484!!.js



Steps to Reproduce



- Open a specific 'problem' case.
- Attempt to perform any action e.g. selecting a take action or  closing the case.
- Observe the Internet Explorer error presented.


Root Cause



The root cause of this problem is a defect in customer application code/rules. The root cause was isolated using IE Developer Tools (F12) to debug the client side HTML that was present when the error occured. From this it was determined that all the impacted problem cases had an invalid URL reference in a hyperlink present in the data displayed for the case. This invalid reference resulted in the error being presented when opening the case in Internet Explorer.


Resolution



This issue is resolved through the following local change: Users have been instructed to provide the correct information in the hyperlink within the application.
Suggest Edit

Published January 31, 2016 - Updated December 2, 2021

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