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Support Article

Screen hangs when an email interaction is opened



Screen hangs when an email interaction is opened. When an email interaction received from an user is opened from new work tab, the interaction header hangs and unable to perform any other action on the screen.

Error Messages

No error messages.

Steps to Reproduce

Create an email interaction case and open it from new work tab.

Root Cause

An issue in the custom application code or rules:
The issue was because of the content of the email. It had the 
base attribute defined as  <base href=  > Thus all the relative URLs in the Pega screen gets corrupted by that and any action on the screen, sends the request with host as


Perform any one of the following local-changes: 
  • Use text area instead of Rich Text Editor(RTE) . (this has a limitation that the email content will not render properly and will just show HTML code) 
  • Create a custom activity to remove the base attribute from the email content and call this activity as preactivity by making the email content layout as defer load. This will also have a limitation that incase the email content has any relative URL that will not work after this. 
  • In the RTE control used, enable the checkbox for “Show toolbar in Read Only mode”. This will show tool bars at your end, however you can write custom css to hide them on your specific screen. Reason for this is when RTE is used in readonly mode it will not have iframe otherwise it has. When we enable toolbar, it will have iframe and thus the base attribute of the email will be local to the iframe and will not effect other relative URLs in Pega screen.


Published January 31, 2016 - Updated December 2, 2021

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