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'Java.Lang.NullPointerException' Error Message When Launching Email Center (Doc ID 2578101.1)

Last updated on DECEMBER 19, 2022

Applies to:

Oracle Email Center - Version 12.2.8 and later
Information in this document applies to any platform.

Symptoms

When attempting to open email center,
the following error occurs.

ERROR
-----------------------

java.lang.NullPointerException
at _pages.__iemsa_reply._jspService(__iemsa_reply.java:1566)
at weblogic.servlet.jsp.JspBase.service(JspBase.java:34)
at weblogic.servlet.internal.StubSecurityHelper$ServletServiceAction.run(StubSecurityHelper.java:227)
at weblogic.servlet.internal.StubSecurityHelper.invokeServlet(StubSecurityHelper.java:125)
at weblogic.servlet.internal.ServletStubImpl.execute(ServletStubImpl.java:301)
at weblogic.servlet.internal.TailFilter.doFilter(TailFilter.java:26)
at weblogic.servlet.internal.FilterChainImpl.doFilter(FilterChainImpl.java:60)

STEPS
-----------------------
The issue can be reproduced at will with the following steps:
1. Apply the APR-19 CPU patch
2. Navigate to  (R) Email Center Supervisor > Home. Getting mentioned error message
3. Navigate to (R) Email Center Supervisor - Supervisor tab, click on Home tab. Getting mentioned error message
4. Navigate to (R) Service > Customer Support > Contact Center > Click on Create Email icon. Getting mentioned error message

If user has email queues assigned to their fnd user,  then the only error they get is the mentioned java error.

If user does not have queues assigned to their user, then the user gets the FND Diagnostics error when accessing the Home Tab and the Queue tab
from both the Email Centre Agent Console responsibility and the Email Supervisor responsibility.

  "Error 'Set Profile option FND: Diagnostics to 'Y' to view Stack Backtrace"

When the user does not have any queues assigned to their user they should generally get the below message (not the FND message):

"There are no Email Center accounts assigned to this agent.
In order to use Email Center to compose messages, each agent needs to be associated to at least one Email Center account.
If you believe you have received this message in error, please contact your administrator."

Changes

 

Cause

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In this Document
Symptoms
Changes
Cause
Solution
References


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