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Session Recovery (HA crash) does not work completely



Session Recovery during a High Availability Crash event does not work completely. The Pega Customer Service (CS) application does not restore the Operators session for Open and Work in Progress Interactions. Additionally, unexpected pages are rendered instead of the expected pages.

Error Messages

[ES PassivationDaemon] [STANDARD] [ ] [ ] (mgmt.base.NodeRequestorMgt) ERROR   - Environmental error while timing out requestor; Will re-enqueue
com.pega.pegarules.session.external.mgmt.PassivationException: Unable to passivate requestor 'HRDDHS1JS8L0MYA1F2ZLH4KJ49CKB8PNJ'
    at com.pega.pegarules.session.internal.mgmt.base.NodeRequestorMgt.cleanupConditionally( ~[prprivate.jar:?] 
at com.pega.pegarules.session.internal.mgmt.base.NodeRequestorMgt.cleanupInner( ~[prprivate.jar:?] 
at sun.reflect.GeneratedMethodAccessor125.invoke(Unknown Source) ~[?:?] 
at sun.reflect.DelegatingMethodAccessorImpl.invoke(Unknown Source) ~[?:1.8.0_151] 
at java.lang.reflect.Method.invoke(Unknown Source) ~[?:1.8.0_151] 
at com.pega.pegarules.session.internal.PRSessionProviderImpl.performTargetActionWithLock( ~[prprivate.jar:?] 
at com.pega.pegarules.session.internal.PRSessionProviderImpl.doWithRequestorLocked( ~[prprivate.jar:?] 
at com.pega.pegarules.session.internal.PRSessionProviderImpl.doWithRequestorLocked( ~[prprivate.jar:?] 
at com.pega.pegarules.session.internal.mgmt.base.NodeRequestorMgt.cleanupRequestor( ~[prprivate.jar:?] 
at com.pega.pegarules.session.internal.mgmt.base.NodeRequestorMgt.cleanupRequestor( ~[prprivate.jar:?] 
at com.pega.pegarules.session.internal.mgmt.base.NodeRequestorMgt.timeoutRequestorThrowingErrors( ~[prprivate.jar:?] 
at com.pega.pegarules.session.internal.mgmt.base.NodeRequestorMgt.processPassivationQueue( ~[prprivate.jar:?]

Steps to Reproduce

Scenario A:

Access the Member Interaction screen. An Unknown screen displays after the crash.

Scenario B:

Configure two Service items that are open while viewing a member. Observe the 'Authorization Request' screen, and the Loss Context on the Provider and Member data. Additionally, there are no Service items in the 'Add Task' list.

Note: Both the scenarios are preceded by an unexpected login page.

Root Cause

A defect in Pegasystems’ code or rules.


Apply HFix-45537.

Published May 1, 2019 - Updated October 8, 2020

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