Troubleshooting Caught Exception Errors in browser - from mid-tier

Details: Midtier client users occasionally get Caught Exception errors.  How do you troubleshoot these types of errors?
 

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.
1. In the Mid-tier install, go to the ../resources/<browser>/javascript directory. Rename the Clientcore.js to Clientcore.js.opt.
2. Repeat for each <browser> directoy: ie, moz, saf
3. Then copy the ../resources/<browser>_noopt/javascript/ClientCore.js to the ../resources/<browser>/javascript directory.
4. Repeat for each <browser> directory
5. Then from the desktop, logout of the mid-tier client and clear the browser cache.

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
The key thing about caught exception errors is getting the details of the error, like 'foo is null or not an object', and a line number, and more important than anything else, exact steps to reproduce so that BMC can reproduce in-house. 
When reporting a Caught Exception error, please provide answers to the following questions:
1.  Detail of actions taken when the problem occurs.
2.  Is the error occuring sporadically or can it be generated on demand?
3.  Does it occur only one specific form or does it occur on multiple forms?
4.  Is the form part of a BMC Application or is it a custom form?
5.  Does the error occur only to a specific set of users like admin users or non-admin user?

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.
* Open the User Tool and log into your AR Server
      - Open the AR System User Preference form - if this form does not exist, it's definition file will need to be imported; the file is found on the AR Server, in <arserver-install-dir>/samples/
      - Create or update an entry in the form "AR System User Preference" where the 'Login name' value matches the test user's. In the "Logging" tab for that user's record, check the box "Yes" next to "Active Link"
       - Save the record
* Open the Mid-tier configuration tool
       - Select the General Settings link
       - Set the Preference Server field to the AR System server that has the AR System User Preference form and the user's record.
* Start a new browser instance.
       - Log into the Mid-tier and access the desired application|
       - Wait for a new worklow-logging browser window to appear, which reflects the Active Link actions taken by the user.
* Review/send us the output from your test
There are some cases where caught exception error is logged in Activelink logging triggered by workflow.
Sample logging would be as below.

"Alert: Caught exception"

NOTE: If desired, turn off the Active Link flag in the user's User Preference record
NOTE: Please ensure that your browser allows for popups, as workflow logging will open up in a new browser window.

To enable Fiddler and collect logging for IE (or User Tool):

* Download/install Microsoft's FiddlerTool version 2.x from http://www.fiddlertool.com/
* Open Fiddler
    - Select Tools->Fiddler Options.. and ensure that these items are checked on the HTTPS tab:
    .        Capture HTTPS CONNECTs. 
             Decrypt HTTPS traffic
           . Ignore server certificate errors
* Open IE on the local desktop and clear out all temporary Internet files (cache)
* Open the User Tool or Mid-tier (in IE) and navigate to the item(s) in question - note that Fidder logging should show output corresponding to your actions

1. BMC Remedy AR System Server