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Unable to Communicate to the PPM server error with client side exception in app-ca.logs


Article ID: 139259


Updated On:


Clarity PPM On Premise Clarity PPM SaaS


Intermittently, users are receiving the popup message:

Unable to communicate to the PPM server. Please try again and if problem persists contact your system administrator.

Here is the error shown in the app-ca.log that is thrown when the user experiences the problem or communication disconnect in the browser:
ERROR 2019-10-29 10:47:57,791 [http-nio-80-exec-16] clarity.ui (clarity:session:odf.getObjectList) UI_MSG[:Tue Oct 29 10:47:28 EDT 2019:OnError called--Client Side Exception 
java.lang.Exception: VXMLRequest failed.  HTTP status code was: 0
at Unknown.Exception_0 (null:-1)
at Unknown.onResponseReceived (null:-1)
at Unknown.$fireOnResponseReceived (null:-1)
at Unknown.onReadyStateChange (null:-1)
at Unknown.anonymous (null:-1)
at Unknown.apply (null:-1)
at Unknown.entry0 (null:-1)
at Unknown.anonymous (null:-1)


When user gets the "Unable to communicate to the PPM server" popup and the error in the application log show HTTP status code was: 0:
  • This occurs when trying to make or save certain application updates.
  • This error could occur after making updates to properties.xml or Clarity CSA, specifically changes in the network configuration when more than one app server present in the environment.
  • This error indicates there was a client/server disconnect but it's not clear what is blocking the communication.
  • There is no clear reason or cause by associated with the error in the Clarity application logs.


Release: All Supported Release


Steps below on how to troubleshoot this error/issue.

  1. Does it happen in all browsers? (some browsers are more lenient regarding the client/server connection)
  2. Are users on the same/different wifi/wired network/VPN/Working from Home?
  3. Is antivirus installed on the client machine or Clarity servers (On-Premise customers only)
    • check for connections blocked at security tool (for On-Premise customers your internal security team will need to release any blocks on the Clarity servers)
  4. Generate a browser trace/fiddler trace when the browser popup/error happens for user in real time to get more information on the blocked connection.
    1. Instructions:
      1. How to Generate a Browser Trace for Troubleshooting CA PPM Issues.
      2. Fiddler:
      3. Try another browser like Firefox or Chrome trace may provide more detailed information on the disconnect to troubleshoot the issue.
  5. If the steps above do not reveal any client/server disconnect/environmental issues on your end, open a Clarity PPM support case and include:
  • Note if the disconnect is intermittent in your environment; Intermittent issues tend to require deeper investigation in finding root cause.
  • Attach to the case the fiddler/browser trace when the popup happens in the user browser, the Clarity PPM version, and any other details about the issue.|

    Obtain the app-access logs from the day the enduser reported the problem. Attach as a ZIP file for review.

Additional Information