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***
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.
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 :(
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.