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Support Article

Dashboard Error after period of inactivity



Error message displays sporadically on the Report Browser dashboard after a period of inactivity.

Error Messages

Default Pega error message:

"There has been an Issue, please consult your administrator"

Status: fail

Operator: Unauthenticated or not available

Node: No ID available

Steps to Reproduce

  1. Log in and open the Reports Browser from the dashboard.
  2. Close the browser without logging out.
  3. Wait for a day.
  4. Reopen the application link. After opening the dashboard, the error displays intermittently. 

Root Cause

An issue in the custom application code or rules.


Here’s the explanation for the reported behavior:

Passivation occurs on systems to ensure that user data is protected when they are away from their computers. By default, sessions are passivated between 5 and 60 minutes (or can be customized). Additionally, data must not be kept for long, since it results with orphaned data that cannot be reused.

A system cleaner is present which ensures that old information is cleaned up after 24 hours. If the data is cleaned up, an error displays when the user attempts to reactivate the data that has since been removed. This occurs when users leave their sessions inactive for long periods of time.

If the expectation is to reactivate old user sessions, increase the length of the session such that old sessions are retained in the database.

The client can configure the sessions to stay for a longer period of time, at the expense of an increased number of sessions or pages stored in the database.

Published June 9, 2020 - Updated December 2, 2021

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