Error messages for remote case types
If any issues connected with remote case types occur, analyzing error messages helps you understand the cause of the issue and then make informed decisions about how to fix the issue. The JSON response to an issue includes relevant information that you can use when troubleshooting remote case types.
JSON response
The following JSON response is common to all issues connected to remote case types that might occur in your system:
{
"errorClassification":"error classification",
"localizedValue":"the root cause of the issue",
"errorDetails":[
{
"message":"error message type",
"erroneousInputOutputFieldInPage":"",
"erroneousInputOutputIdentifier":"",
"errorClassification":"",
"localizedValue":"The error message that an application displays at run time.",
"messageParameters":[
]
}
]
}The following JSON response includes the details of a sample execution error:
{
"errorClassification":"Execution error",
"localizedValue":"Exception while getting access token",
"errorDetails":[
{
"message":"Error_Execution_Error",
"erroneousInputOutputFieldInPage":"",
"erroneousInputOutputIdentifier":"",
"errorClassification":"",
"localizedValue":"Error while executing request. Please contact administrator.",
"messageParameters":[
]
}
]
}Logs in fixing issues
Ensure that you enable logs so that you can obtain additional details about issues that might occur in your system. For remote case types, ensure that you enable RemoteWebGatewayImpl and com.pega.platform.web.gateway.validations. For more information, see Log files tool.
Incoming requests errors
The following table lists the errors that are related to processing incoming requests in the consumer system:| The root cause of the issue in JSON | Reason for the error message | Steps to fix the issue |
| Invalid tenant hash in the input URL | Tenant hash in the URL of the producer system is invalid. | Check the tenant hash in the URL of the producer system that you provide when you create a remote case type or update remote case type details. |
| Invalid request | The AAT cookie or the JWT token is invalid. | Ensure that required credentials are present and correct in the request. |
| Expired JWT Token | The JWT token that you use is expired. | Enable logs and contact Pega Support. |
| Empty remote system ID in the request | The remotesystemid header is empty in the request. | Verify that the remotesystemid header is present in the request. |
| Remote system details do not exist | The data-admin-remotesystem data instance is empty in the remotesystemid element of the request. | Verify that the data-admin-remotesystem data instance that corresponds to the remotesystemid element exists in your system and is correct. |
| AAT cookie not found in the request | The AAT cookie is missing from the request. | Verify that the AAT cookie is part of the request. |
| Invalid AAT | The exception while processing the incoming AAT token occurred. | Enable logs, contact your security team, and contact Pega Support. |
| Invalid URI request | URI in the remote system details is invalid. | Verify that the URI of the remote system that you provide when you configure the consumer system is correct. |
| Invalid request method | The REST calls do not support the requested HTTP method. | Ensure that you invoke only the supported HTTP methods. |
| Invalid CSRF Token | The CSRF token is invalid. | Enable logs, contact your security team, and contact Pega Support. |
| AAT Cookie is not parsed successfully | The system is unable to parse the incoming AAT cookie. | Enable logs, contact your security team, and contact Pega Support. |
| SSL Handshake exception | TLS version in authentication profile is not compatible with the system. | Change Lowest allowable SSL/TLS version to TLS version 1.2 in the remote system authentication profile. |
Gateway processing errors
The following table lists errors that are related to gateway processing exceptions:| The root cause of the issue in JSON | Reason for the error message | Steps to fix the issue |
| Exception when write stream from remote response to servlet response | Exception occurred while streaming a response from the remote system. | Enable logs and contact Pega Support. |
| Exception while firing the remote request | Not applicable. | Enable logs and contact Pega Support. |
| Connection pool shutdown while firing the remote request | The dynamic system setting for connection pool changed during request processing, and the request processing failed. | After you save the dynamic system setting with the new value, restart the request that failed. |
| Exception while firing request to remote system | Not applicable. | Enable logs and contact Pega Support. |
| Exception while getting connection from connection pool | The system failed to get the connection to fire the request. | Check logs for connection pools statistics and increase the connection pool size if necessary. |
| Could not get token from remote system | The token that the security settings return is empty. | Enable logs and contact your security team. Ensure that endpoints in the remote system run correctly. |
| Exception while getting access token | Security module returns an exception. | Enable logs, contact your security team and Pega Support. |
| Exception while renewing access token | Security module returns an exception on renewing access token. | Ensure that the client ID and client secret that you use to create remote case types are correct. Ensure that the endpoint in the remote system is reachable. If the client ID, client secret, and the endpoint work correctly, contact Pega Support. |
| Error while building socket factory for request system | The remotesystemid element has an invalid configuration. | Ensure that the configurations for tenant, keystore, and truststore are correct. If the configurations are correct, contact Pega Support. |
| Authorization has failed at remote system | The remote or producer system gave a 401 response. | Ensure that the client ID and client secret that you use to create remote case types are correct. Ensure that the endpoint in the remote system is reachable. If the client ID, client secret, and the endpoint work correctly, contact Pega Support. |
| Exception while reading post data from request | An error with post data from the request occurred. | Verify the post that the request contains. If the data is correct, contact Pega Support. |
| Exception while parsing request content type | The request includes unsupported character encoding, or an exception occurred when parsing post data in the incoming request. | Verify the incoming request for unsupported character encoding. If the request does not include unsupported character encoding, contact Pega Support. |
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