Users reported they did not receive emails with results from scheduled reports in Advanced Reporting. Also when users try to create or modify schedules, it does not allow users to save. When Save button is clicked it stays on Save popup window.
When looking in logs we can see many hundreds of messages such as below:
2020-10-02 07:27:21,400 FATAL JRStyledTextParser,pool-6-thread-1475:1031 [XXXXXXXXX] - Error parsing styled text.
org.xml.sax.SAXParseException; lineNumber: 1; columnNumber: 16; The entity name must immediately follow the '&' in the entity reference.
at org.apache.xerces.util.ErrorHandlerWrapper.createSAXParseException(Unknown Source)
at org.apache.xerces.util.ErrorHandlerWrapper.fatalError(Unknown Source)
at org.apache.xerces.impl.XMLErrorReporter.reportError(Unknown Source)
Release : Any
Component : CA PPM SAAS JASPERSOFT
Clarity is using REST calls to create the report jobs and there is a problem to properly format the scheduler record causing the parsing error:
FATAL JRStyledTextParser,quartzScheduler_Worker-4:1031  - Error parsing styled text.
org.xml.sax.SAXParseException; lineNumber: 1; columnNumber: 11; The entity name must immediately follow the '&' in the entity reference.
If you have so many (and the same) errors in a short period of time, it can produce runaway threads in JVM and eventually exhausts all available threads thus bringing down the server.
Next step would be to have a web meeting with Tibco to debug the issue further when it occurs again. At this point we cannot say what exactly caused it.