Troubleshooting Caught Exception Errors in browser - from mid-tier |
This knowledge article may contain information that does not apply to version 21.05 or later which runs in a container environment. Please refer to Article Number 000385088 for more information about troubleshooting BMC products in containers. Legacy ID:KA368634 Unfortunately caught exception errors can have thousands of different underlying causes ranging from bad logic in the javascript code, incomplete javascript for one of our dynamically created javascript uploads or javascript that is syntactically wrong. This knowledge article documents the troubleshooting process to use to either resolve or collect data for resolution. Step 1: Flush midtier cache and then clear browser cache. Many times the errors are caused by either a cached form that needs to be updated with the latest javascript. This is normally the case if a patch or hotfix has been recently applied. Step 2. Replace the optimized resource files with the non-optimized files Please be aware that with ARS 7.6.04 and better, Remedy ships with an optimized resource files for better performance. Unfortunately, these optimized files make it harder to pinpoint the code that is causing the Caught Exception. Thus, ARS also ships the non-optimized resource files as well. If a Caught Exception error is frequently occurring, then the optimized resource files will need to be replaced with the non-optimized ones. In theory you shouldn't need to restart Tomcat, just clear browser cache, but there have been cases were Tomcat needs to be restarted to get the files to be picked up from the browser. If using IE8 or better, be sure to deselect the option to 'Preserve favorite web site data' when clearing the browser cache.
Step 3. Gather screenshots from each browser in which the error occurs. The IE browser does not give a great deal of detail around caught exception errors so ideally you want to reproduce it in Firefox. In Firefox, you will see a java stack with line numbers at the end of each line of the stack. If you see line 11 at the end of these lines, then the non-optimized ClientCore.js file is not in place correctly. Please clear your browser cache and try again. If the error only appears in IE, and you can get it to display in IE 9, enable the IE Developer Tool (F12 on the keyboard, or Tools - Developer Tool from the menu), and go to the Console tab. You should see a more descriptive error there. Step 4: Use Case Step 5 Addtonal loggng. With IE if you go into Tools/Internet Options/Advanced and make sure the two 'Uncheck script debugging...' options are un-checked it might give you more detailed errors. If you can generate the error on demand, then activate ActiveLink logging and get a Fiddler capture of the actions that generate the error. When taking a fiddler capture, it is important to start the capture before you login to REmedy. To enable workflow logging: * Verify that the AR System User Preference form is installed on your AR System server. To enable Fiddler and collect logging for IE (or User Tool): * Download/install Microsoft's FiddlerTool version 2.x from http://www.fiddlertool.com/ Related Products:
|