One more update. No one has reported the Caught exception error since I deleted the Guest record from the User Preference form. The problem seems to be somehow tied to the display/workflow associated with dates. Dave
________________________________ From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Shellman, David Sent: Tuesday, November 27, 2007 3:02 PM To: [email protected] Subject: Re: Caught Exception errors, Microsoft KB943460, IE and who knows what else ** Just another update for everyone. I think we made great progress on finding the cause of the Caught exception errors for our system. First let me give a little background. All of our forms are home grown. We have a Display Only form that our internal customers access to create tickets for their requests/problems. The form has a number of views associated with it for direct assignment of tickets to an associated support group and also native language. At this time, all users access the form through our 7.0.1 Midtier with a Guest login id. The Guest account is setup read restricted for them to create records but they can not edit any records. The link to the form includes a view name which triggers Active Links associated with the view to fire and fill in fields with appropriate data. Early yesterday morning while troubleshooting a wide spread occurrence of the Caught exception error, I found a record in the User Preference form that was associated with the Guest user. This User Preference record was created in the afternoon, the day before we started seeing the Caught exception error. On the record the Display Date/Time Style (WUT) was set to Short. I changed the value on the record to (clear) and set the record to log Active Links. The Caught exception error went away. Eventually I just deleted the User Preference record. With the help of Support, the Active Link that was generating the Caught exception error was found using a combination of logging through the Midtier and the fiddler logs. The logs pointed to an Active Link that was setting an integer field using WEEKDAY($DATE$). We also looked at a log that was created and sent to me by an individual in the UK at the same time, I was troubleshooting the wide spread issue yesterday morning. The log was showing references to 1/21/4713 BC and 1/0/1970 7:00:01 PM. We understand that when a date field gets set to specific values that don't make sense the system sets Date and Date Time fields to roughly these values allowing for a time zone adjustment. We looked back at one of the other logs from last week and saw a date entered as 22.11.2007. All the pieces of the puzzle started coming together. We had users in EMEA that were sitting side by side where one could create a record and the other one would generate a Caught exception error. I asked these 2 individuals to let me know how Date fields were setup on their respective systems. One was using English format of 11/27/2007. The other was using German 27.11.2007. The English format would create a record. The German format would generate a Caught exception error. We have checked with a number of individuals that were consistently seeing the Caught exception error and all are able to open the form without issue. We have not heard from any other individuals that the process is not working. With this information I am going to attempt to reproduce the error on our development server. Dave ________________________________ From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Shellman, David Sent: Friday, November 23, 2007 11:37 AM To: [email protected] Subject: Re: Caught Exception errors, Microsoft KB943460, IE and who knows what else ** Just to give everyone an update on our Caught exception error issue. It doesn't seem to be related to KB943460. We see the issue primarily with EMEA users but we got an email that some AP users experienced a problem last night. We've not seen the issue with US users. It is not all EMEA users. It happens with XP and Win2k using IE6, IE7, and Firefox. Netscape 7.2 seems to not have the issue. What is effected is Active Links and it seems that the issue can range from some Active Links not firing and setting a field up to the Active Links generating Caught exception error. We logged the issue with BMC/Remedy support and it went right to Backline folks. Here is what they are having us do to generate logs: The following information will helps us debug the mid-tier. 1. Set up FiddlerTool * download/install Microsoft's FiddlerTool from http://www.fiddlertool.com/ <http://www.fiddlertool.com/> * restart IE and open Fiddler from the Tools menu 2. Set up Mid-tier workflow logging: * in the Mid-tier configuration page, under the General Settings link, set your Preference Server to your AR Server * via the User Tool, in your AR Server, create/update an entry in the form "AR System User Preference" where the 'Login name' value matches the test user's. In the tab "Logging" for that user, check the box "Yes" next to "Active Link" and save the record. 3. Access Mid-tier and collect logs: * log into Mid-tier using IE, accessing & testing your form/application - another worklow-logging window should appear, reflecting the Active Link actions taken by the user * once the test is completed: * from Fiddler, select Edit->Select All, then File->Save->Sessions->As Zip.. * send us the resulting .zip file as well as a copy of the workflow logging We captured a log when it was not working this morning and one from the same system where it worked after I cleared the cache. Hopefully between what we are capturing and others with the info above we can get enough information that will help solve this one. Dave ________________________________ From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Schryver, Curt Sent: Monday, November 19, 2007 1:20 PM To: [email protected] Subject: Caught Exception errors, Microsoft KB943460, IE and who knows what else ** We have a form with several views used globally to submit trouble tickets via the Mid Tier as a Guest user. Basically, any employee could visit the page. In the past, we'd experienced some Caught Exception errors when the page would load; flushing the MT cache seemed to be one of the fixes, although we never nailed it down 100%. In the past few days, we started getting calls about several of the views (Hungary, France, Germany, etc.) receiving the error. We would check the web page ourselves and maybe see the error, maybe not. Some of those reporting the problems were doing a little investigating on their own and found that removing the Microsoft KB943460 patch cleared up the problem (putting it back on would re-create the problem). Some have Windows 2000, some XP. Some have Internet Explorer 6, some have 7. One site reported consistent problems with the patch, IE6, and WinXP. I have the same set up and am not currently having the problem. We've even changed our alias and pointed our Dev MT server to the Prod forms and are getting the same problem, so the actual MT server isn't to blame. Is anyone out there experiencing some odd behavior that you think might relate to our situation? I figure that if the MS patch was the culprit, there'd be lots of screaming on the List, but I'm not seeing that, either. Any ideas, insights, suggestions, or winning lottery numbers would be appreciated. Curt Curt A. Schryver Action Request System Administrator Tyco Electronics 100 AMP Drive MS 161-043 Harrisburg, PA 17105 717-810-2109 tel 717-810-2124 fax [EMAIL PROTECTED] __20060125_______________________This posting was submitted with HTML in it___ __20060125_______________________This posting was submitted with HTML in it___ __20060125_______________________This posting was submitted with HTML in it___ _______________________________________________________________________________ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are"
