Skip to main content

This content has been archived and is no longer being updated. Links may not function; however, this content may be relevant to outdated versions of the product.

Support Article

Pulse Mention does not work and causes Requestor timeout



Unable to send a notification using the @ Mention functionality in Pulse. The requestor session hangs due to requestor lock exceptions and thread dumps in the logs.

Error Messages

Exception Occurred in Get Case Details API with error: 
[sse-nio-8402-exec-42] [ ] [ ] [ ] (ngineinterface.service.HttpAPI) ERROR  - : Unable to synchronize on requestor HULBNYV6J598FFM4APYQ766OZELUQUHK6 within 120 seconds: (thisThread = https-jsse-nio-8402-exec-42) (originally locked by = https-jsse-nio-8402-exec-43) (finally locked by = https-jsse-nio-8402-exec-43) 
at com.pega.pegarules.session.internal.PRSessionProviderImpl.throwRequestorLockException( ~[prprivate.jar:?]

Steps to Reproduce

  1. Open a Service Case.
  2. Click the Feed tab.
  3. Click Composite360. When inputing Mention (@operator test) different user, the notification is not sent and the requestor hangs.

Root Cause

A defect or configuration issue in the operating environment.
The Avaya CTI link create session failed before thread dump generation.


Here’s the explanation for the reported behavior:

User did not use the Avaya out-of-the-box shipped CTI link in the application and this link failed to start since it is set to auto start by default.

When this failure occurred, thread dumps are generated. As a result, the requestor hangs for a while and restored.

Perform the following local-change:
  1. Disable the auto start of the Avaya CTI link from Pega Designer Studio > Channel Services > Pega Call > Administration & Configuration > Avaya (Disable AutoStart checkbox).
  2. Delete the auto start with a server restart if it is not used anymore.

Published August 15, 2019 - Updated December 2, 2021

Was this useful?

0% found this useful

Have a question? Get answers now.

Visit the Collaboration Center to ask questions, engage in discussions, share ideas, and help others.

Did you find this content helpful?

Want to help us improve this content?

We'd prefer it if you saw us at our best.

Pega Community has detected you are using a browser which may prevent you from experiencing the site as intended. To improve your experience, please update your browser.

Close Deprecation Notice
Contact us