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Map Unloaded and Went to a Blank White Screen in Viewer (Doc ID 2773905.1)

Last updated on MAY 05, 2021

Applies to:

Oracle Utilities Network Management System - Version 2.3.0.2.0 to 2.5.0.1.0 [Release 2.3 to 2.5]
Oracle Network Management for Utilities - DMS - Version 2.3.0.2.0 to 2.5.0.1.0 [Release 2.3 to 2.5]
Information in this document applies to any platform.

Symptoms

On : 2.3.0.2.0 version, Web Workspace


Occasionally users experience an abnormal issue on the mapping system. For both terminals, the map unloaded and went to a blank white screen and their mouse pointers disappeared. It was a momentary outage, a couple of seconds, but happened multiple times.
There is the exception from the log.

2021-04-27 09:53:57,773 [Thread-8] WARN com.splwg.oms.client.BaseEnvironmentManager: java.lang.NullPointerException
java.lang.NullPointerException: null
  at com.splwg.oms.client.viewer.MapDataCache.processDeviceEvent(MapDataCache.java:531) ~[nms_client.jar:?]
  at com.splwg.oms.client.viewer.ViewerCanvasLayerManager.processDeviceEvent(ViewerCanvasLayerManager.java:1704) ~[nms_client.jar:?]
  at com.splwg.oms.client.viewer.ViewerCanvas.processDeviceEvent(ViewerCanvas.java:1945) ~[nms_client.jar:?]
  at com.splwg.oms.client.viewer.Viewer.toolEventHandler(Viewer.java:416) ~[nms_client.jar:?]
  at com.splwg.oms.client.BaseEnvironmentManager.processMessage(BaseEnvironmentManager.java:577) [nms_client.jar:?]
  at com.splwg.oms.client.BaseEnvironmentManager.run(BaseEnvironmentManager.java:281) [nms_client.jar:?]
  at java.lang.Thread.run(Unknown Source) [?:1.8.0_281]
2021-04-27 09:54:01,850 [Thread-8] WARN com.splwg.oms.client.BaseEnvironmentManager: Connection to app server was reset.
2021-04-27 09:54:01,888 [Thread-8] INFO com.splwg.oms.common.intersys.hlm.BaseMessageHelper: Resetting jms queue
2021-04-27 09:55:03,210 [pool-4-thread-1] WARN com.splwg.oms.client.viewer.GuiDevice: getSymbol: could not find symbol for 416.4798542 (41907 0 false)




Cause

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In this Document
Symptoms
Cause
Solution
 Fix Description
 Migration
References


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