Mary- These were all mid-tier users, we don't really use the user tool except in development so I can't speak to that. The initial symptoms were "Caught Exception :Object required" errors in the browser. We were on MT 7.6.04 SP2 so at the time (early December 2012) BMC Support suggested the latest SP2 hotfix or upgrading to SP4. They said that they could "confirm one of the fixes in the hotfix listed in SP2 hotfix is: SW00429861 == Runtime Exceptions during GetHTMLScriptForViewField Backchannel calls cause malformed responses to the browser resulting in Caught Exception errors.""
The workaround given by Support was to "go to Mid-Tier/cache directory, and delete *.data and *.index? Then go to your Mid-Tier Configuration Tool, and under Cache Settings, Flush Mid-Tier's cache. Then retest." My understanding is that by removing all the cache files manually (which does require you to stop Tomcat first since it locks at least some of the files) forces the MT to build the cache from scratch rather than just updating what it thinks needs to be updated. Since that time we have gone to this process every time there are any client-side code changes made in production (forms, active links etc.) and we have not seen the user issues since then. The interesting thing is that some users had no issues and of the users who did have issues they might have the same problem or different problems. If we did a normal flush cache via the MT web config tool then the original problems would be resolved but there would be different users with different problems. Jason- That looks like the same path that we are clearing (see above) but I don't know if anything would have changed in 8.0 since we aren't there yet. (If you want to reference my old cases with Support you can contact me off-list for the numbers). Interestingly this particular server never had this problem until we migrated a suite of custom applications to it and only users of those applications were seeing the issue. I suspect (but have no proof) that some of the coding and the large number of views on some forms as well as a large number of users imported at the same time might be contributing to the problem. -Rick ___________________________ Rick Westbrock QMX Support Services -----Original Message----- From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Mary Dollus Sent: Tuesday, January 29, 2013 8:22 AM To: arslist@ARSLIST.ORG Subject: Re: [EXTERNAL] Garbled User tool screens Hi Rick, I'll pass this info along! The users who were experiencing the issue, were they using the midtier or the client? (we have had issues on both formats; oddly enough mostly on the client). Thanks for the info!!! ------------------------------------------ We have seen a similar problem in the mid-tier, instead of flushing the cache we now stop Tomcat to delete the cache files manually then restart Tomcat. Rebuilding all the cache files from start seems to resolve the issues (which were users having problems with fields and workflow after an MT cache flush). -Rick ___________________________ Rick Westbrock -----Original Message----- From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Stroud, Natalie K Sent: Tuesday, January 22, 2013 7:57 AM To: arslist@ARSLIST.ORG Subject: Re: [EXTERNAL] Garbled User tool screens Mary: Not specifically, but we have seen various random weird behaviors with forms accessed via the User Tool, usually after we've made updates to the form. Rather than changing the home directory as you were advised, we found that if we just have the user clear out all folders in their home directory except for the arcmds folder and leave the individual files alone (because most of those pertain to login credentials and/or the ability to dump reports to Excel), it would quite often clear up the weirdness they were experiencing. And to have your users do that like Fred suggests after each update to the form, why, that's downright proactive! ;] They first time they access forms after logging back it, it'll be a little slow as the forms recache, but better that than a form that doesn't work right. Good luck! Natalie Stroud SAIC @ Sandia National Laboratories ARS-ITSM Tester Albuquerque, NM USA nkst...@sandia.gov ITSM 7.6.04 SP2 – Windows 2003 – SQL Server 2008 -----Original Message----- From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Mary Dollus Sent: Tuesday, January 22, 2013 7:29 AM To: arslist@ARSLIST.ORG Subject: [EXTERNAL] Garbled User tool screens Morning! When we flush our midtier servers after we have updated forms/workflow on our servers, from time to time users will experience what they see as a garbled screen when they open a form using the User tool. What they are actually seeing is a different view than is identified in the Application. For instance if we have 2 views on a form, Support and Admin, we define Support in the application as the primary view. Sporadically, they will see the Admin view; which contains all the fields and is rather messy sometimes. ------------ This is the feedback we received from BMC this morning: "Looking at the answers and explaination it seems like there might be a issue with the User tool cache. I would lke you to try the following for the users who are getting this issue. 1. Delete the records for this userd from the AR System User Preference form. 2. Change the home directory of the User tool and restart the User tool." ------------ Has anyone else experienced this? Thanks!!! Mary Dollus ARS 7.6.04 Oracle/UNIX _______________________________________________________________________________ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org "Where the Answers Are, and have been for 20 years" _______________________________________________________________________________ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org "Where the Answers Are, and have been for 20 years" _______________________________________________________________________________ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org "Where the Answers Are, and have been for 20 years" _______________________________________________________________________________ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org "Where the Answers Are, and have been for 20 years" _______________________________________________________________________________ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org "Where the Answers Are, and have been for 20 years"
