Randomly 'processing your request....' message is shown, it hangs until page is refreshed.

Products

• Clarity PPM SaaS
• Clarity PPM On Premise

Issue/Introduction

Randomly "processing your request...." message is shown, it hangs until page is refreshed.

When navigating the application, on any page, this message is shown and user needs to manually refresh screen to display information.

Expected Result: Display information.

Actual Result: "Processing your request...." message is shown and page hangs.

Once this problem occurs, you will see errors in the app-ca.log similar to this message below:

ERROR 2015-10-12 10:50:17,674 [http-bio-90-exec-8] clarity.ui (clarity:user:712094124__EEAD9B7F-4E2F-4BCB-B6EF-0209BFBB8CA2:none) UI_MSG[:Mon Oct 12 15:13:42 UTC 0530 2013:OnError called--Client Side Exception 

java.lang.Exception: VXMLRequest failed.  HTTP status code was: 503

Environment

Release: All Supported Clarity Releases

Cause

Caused by CLRT-72405

Resolution

At this time there is no plan in making any changes to this area of the product, please continue to use the easy workaround when issue occurs.

Workaround:

1. Manually refresh internet browser.  

2. This error can indicate a session time out, there are a few things that can be checked to minimize this issue:  

• If you have Single Sign On (SSO) enabled, check the timeout setting for SSO  
• Check the Clarity timeout setting via Administration, General Settings: System Options, check the setting for 'Minutes Of Inactivity Until Logout' 
• 'The Minutes Of Inactivity Until Logout' must be set less than the timeout set for your SSO (for example if your SSO timeout is set to 60 minutes then your Clarity timeout should be 59 minutes or less)  
• If you navigate to any portlet and you get this error, check to see if it is returning a large amount of data that is exceeding the timeout setting either on the SSO side or Clarity
• If you don't have SSO and still get the error, then check the browser timeout setting set by your IT administrators and ensure that the Browser timeout setting is greater then the PPM timeout setting 

3. If the above doesn't help, one or more of the below may help:

• Clear the browser caches
• Close and open the browser again
• Restart app and bg services
• Check the app-ca.logs/debugging tools (such as developer tools to help point to root cause)

Additional Information

For more details on our defect resolution policy, please review the Clarity PPM Customer-Reported Defect Resolution Policy.