Agreed: we really need to start by looking at a HTTP trace here.
One very common cause of the 'edit in excel' mechanism failing - which we need to eliminate (using HTTP logs) or confirm: is if there is a Load Balancer or other type of Proxy in-between the Browser and the Application Server.
The 'Edit in Excel' mechanism relies on being able to 'hand-over' an existing HTTP session from a Browser to Excel - using an 'ActiveX' to pass the required information for the HTTP Session in an XML file.
If (for instance) a Load-Balancer is not set up to provide 'sticky sessions' based on the 'PegaRULES' (for the prpc session state) and the 'JSESSION' (for the Application/Browser session state) correctly: this can lead to this type of issue.
One of the tricky and possibly unexpected things here; is that because Excel 'takes over' from the Browser; the 'user-agent' HTTP Header changed (but the PegaRULES and JSESSION cookies do not) - if rules in a Load Balancer don't expect this user-agent change, they might not allow the required HTTP Routing to occur here.
A HTTP Trace is absolutely required here to make progress.
Hi Othos, appreciate very much for your quick responses.
I fixed it in non-SSO Dev environment using F12Developer tools after using couple of hit and trials. But if you know any other solution then I would like to know it.
SR-B12543 status is 'Resolved-Reopen Rejected'. Pega rejected this SR saying we are using unsupported versions MS Excel and IE and there is no support for incompatible versions even though same works in 5.5.
The reason for rejection of the ticket reopen is valid.Please have a look into the below policy.
It is Pegasystems’ policy not to backwards-test new versions of Platform Components with older releases of PRPC. Support for new platform products is provided through newer versions of PRPC software. If you choose to upgrade Platform Components to the latest releases, but want to stay on older releases of PRPC, you may enter support requests for any problems encountered. However, if the root cause of these problems stems from the fact that the older versions of PRPC were not designed to handle functionality in the newer Components, Pegasystems may request that you upgrade your PRPC version to a release that directly supports that newer Component, as listed in this Guide.
Please share me the requested tracer by testing this use case in SSO environment and will try to assist you.
Note: It is always advisable to use the supported versions by referring to the platform support guides of PRPC. So you will get assistance from PEGA since it was tested/certified by PEGA.
User is using the following unsupported versions
1. MS Excel version 14.0.7173.5000 (32-bit)
2. IE 11You have to use compatible versions as suggested in the below support guide.
Please find the below PDN document links referring to the same.