Question

Blank, grey screen when clicking WordMerge Button

Dear All,

We have a long standing issue on our production environment which we couldn't replicate neither on our TEST, UAT or DEV systems.

We use WordMerge operation on applications excessively. We have modified the years ago and now the system opens a word document (which is actually our template in Pega) and fill the information those are set by bookmarks on the document. All this operation happens on client machine rather than server. After this initial creation, end users can change/modify the document and save it. Finally the system gets this document from client machine and uploads the document to case with some PostActivity operations.

The problem occurs on production.

When we click on "create" button, the system triggers the MS Word but nothing more.

It is just blank, grey background of MS Word.

You can see the example screenshot, below.

The workaround for this is to clean up the all browser caches. This sometimes saves the day but sometimes works for just one document.... so basically not a nice workaround.

Our platform is Pega 7.1.7 and we are working on both MS Word 2010 and 13.

Have you ever faced a similar issue below ?

***Edited by Moderator: Lochan to update platform capability tags; tag SR***

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Correct Answer
August 1, 2019 - 9:19am

Dear all,

The problem seems resolved.

As I mentioned on my previous post, the problem occurs after specific screens (actually those different custom applications) runs on corporate portal. We have made a deep search on this issue and found out that those screens sets some cookies those are not compatible with what Pega likes during WordMerge operations. Basically, they are setting object style information in cookie rather than text or JSON style. When Pega tries to use cookies, these incompatible ones creates problem and somehow terminates/blocks wordMerge operation

When we remove this information from the cookie, we see that the WordMerge operation works fine.

We will be removing these cookies If other applications can live without them .. or they (other teams) rewrite these cookies as in pure text or json style.

Thank you

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Pega
July 3, 2019 - 7:58am

Dear all,

We have seen similar issue on our machines and did some research about it. 

We found out that the temporary folder (for example SLWord_80808 under Appdata/Temp folder) contains only Cookies.xml. The successful operation creates/downloads other files such as WordMergeTemplate.doc, SessionSettings.xml and Message_ToForm.txt ) 

When we compare the Cookies.xml files, we found out that the unsuccessful operations creates Cookies.xml with missing IAC-NonGateway  tag in it. 

The missing part looks like 

<cookie>

<name>IAC-NonGateway</name>

<value>%2081e62c3958e8aa3862444f5798195172</value>

</cookie>

 

I don't know If this is the root cause of our problem and but seems the only clue we have. 

Do you what is the use of this value and why we miss this tag time to time ? 

 

Thank you

 

Pega
July 9, 2019 - 7:47am

Dear all, 

We have observed that the issue occurs when we open the application (not Pega app, another one on portal) on our main portal(corporate portal, not Pega).

This seems a bit complicated and really don't know why and how this issue occurs ..  We believe something on client machines disturbs this process somehow when they run another app ... 

 

July 10, 2019 - 9:09am

I have yet to see this symptom before, so it's hard to say what could be happening. But it doesn't hurt to do some sanity checks to eliminate suspects.

Using Fiddler or some network trace can you check when you go through this scenario if that cookie is handled any differently from the working scenario?

Including, but not limited to:

  • In the working scenario is the cookie not even involved at all making the comparison almost N/A (but this in and of itself tells us something too!)
  • Is the cookie set to HTTPSOnly (or handled any differently from the other cookies in the set?)
  • Is this cookie part of the request/response during other actions, but gets dropped specifically during the Word scenario [requests]?

Pega
July 25, 2019 - 10:03am
Response to Rett_Hean_GCS

 

Hi Rett,    

Well, to be honest I am not sure if it is all about the cookie. So I really don't want to spend any of your time too :) this is just a difference I have found so far. 

One interesting finding is that, even If do not open Pega portal at first, and just call another application from corporate portal first, then open Pega to create document, we get blank (gray) screen of MS Word. So I really can not say anything wrong about Pega as something goes wrong or "bad for Pega" while Pega portal is not in the picture at that moment. The users can create document If they open Pega first.. but going back on forth on corporate portal messes up. 

I have also created SR for this but resolution chances are pretty low :(

 

 

Mod
July 25, 2019 - 11:21am
Response to topra

Hello!

Do let us know the SR# here so that we can continue tracking it.

Thank you,

Lochana | Community Moderator | Pegasystems Inc.

Pega
July 26, 2019 - 1:57am
Response to Lochan_DV

Hello,

Related SR is SR-D26909

Thank you

 

Mod
July 26, 2019 - 2:17am
Response to topra

Thank you!

Lochana | Community Moderator | Pegasystems Inc.

Pega
August 1, 2019 - 9:19am

Dear all,

The problem seems resolved.

As I mentioned on my previous post, the problem occurs after specific screens (actually those different custom applications) runs on corporate portal. We have made a deep search on this issue and found out that those screens sets some cookies those are not compatible with what Pega likes during WordMerge operations. Basically, they are setting object style information in cookie rather than text or JSON style. When Pega tries to use cookies, these incompatible ones creates problem and somehow terminates/blocks wordMerge operation

When we remove this information from the cookie, we see that the WordMerge operation works fine.

We will be removing these cookies If other applications can live without them .. or they (other teams) rewrite these cookies as in pure text or json style.

Thank you