E2E randomly fails: Open XML dialog box

Products

• Clarity PPM On Premise

Issue/Introduction

Randomly, when users are exporting data from Clarity to Excel, the export fails. If tried again, the export succeeds.

It happens to some users, sometimes. If an export attempt fails, the following attempt is successful. 

What can cause the failure? Below the dialog box that pops out

After selecting As an XML table, we get the following one:

 

Cause

This is caused on a load balanced environment where the user sessions jump from one server to another.

 

Resolution

Enable Sticky Sessions on the Load Balancer:

LB persistence set to use Cookie vs Session Persistence

Additional Information

The query below can provide a view of how access requests associated with a particular session are getting distributed across hosts. 

select r.full_name as user_name

,ld.HOST_NAME

,s.user_id

,s.CREATED_DATE

,s.LAST_UPDATED_DATE

,s.TOKEN

from CMN_SESSIONS s

join SRM_RESOURCES r on s.USER_ID = r.USER_ID

join LOG_DETAILS ld on ld.SESSION_COOKIE = s.TOKEN

order by s.token desc