000037267 - 'The request could not be handled' error occurs upon clicking and loading change requests from Requests > Requests in RSA Identity Governance & Lifecycle

Document created by RSA Customer Support Employee on Apr 15, 2019
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Article Number000037267
Applies ToRSA Product Set: Identity Governance & Lifecycle
RSA Version/Condition: 7.0.2
IssueA pop-up window with the following message appears when clicking on a change request link on the User Interface > Requests > Requests screen:
 
.The request could not be handled
 


User-added image



The issue happens randomly to change requests. Some access requests are loading without issue.



The following error message is observed in the aveksaServer.log:

01/07/2019 15:30:19.560 ERROR (default task-90) [com.aveksa.gui.core.MainManager]
com.thoughtworks.xstream.io.StreamException: : only whitespace content allowed before start tag and not \u0 (position: START_DOCUMENT seen \u0... @1:1)

at com.thoughtworks.xstream.io.xml.XppReader.pullNextEvent(XppReader.java:124)
at com.thoughtworks.xstream.io.xml.AbstractPullReader.readRealEvent(AbstractPullReader.java:148)
at com.thoughtworks.xstream.io.xml.AbstractPullReader.readEvent(AbstractPullReader.java:141)
at com.thoughtworks.xstream.io.xml.AbstractPullReader.move(AbstractPullReader.java:118)
at com.thoughtworks.xstream.io.xml.AbstractPullReader.moveDown(AbstractPullReader.java:103)
at com.thoughtworks.xstream.io.xml.XppReader.<init>(XppReader.java:63)
at com.thoughtworks.xstream.io.xml.AbstractXppDriver.createReader(AbstractXppDriver.java:54)
at com.thoughtworks.xstream.XStream.fromXML(XStream.java:913)
at com.thoughtworks.xstream.XStream.fromXML(XStream.java:904)
at com.aveksa.server.core.cr.ChangeRequest.getRequestFormData(ChangeRequest.java:1915)
at com.aveksa.gui.objects.changeRequest.GuiChangeRequest.getRequestFormData(GuiChangeRequest.java:881)
at com.aveksa.gui.pages.changeRequest.detail.ChangeRequestDetailHelper.printAdditionalInformationSection(ChangeRequestDetailHelper.java:681)
at com.aveksa.gui.pages.changeRequest.detail.ChangeRequestDetailHelper.printContent(ChangeRequestDetailHelper.java:167)
at com.aveksa.gui.pages.other.detailpopup.DetailHelper.printContent(DetailHelper.java:66)
at com.aveksa.gui.pages.changeRequest.detail.main.ChangeRequestMainPageView.printContent(ChangeRequestMainPageView.java:23)
...
Caused by: org.xmlpull.v1.XmlPullParserException: only whitespace content allowed before start tag and not \u0 (position: START_DOCUMENT seen \u0... @1:1)
at org.xmlpull.mxp1.MXParser.parseProlog(MXParser.java:1519)
at org.xmlpull.mxp1.MXParser.nextImpl(MXParser.java:1395)
at org.xmlpull.mxp1.MXParser.next(MXParser.java:1093)
at com.thoughtworks.xstream.io.xml.XppReader.pullNextEvent(XppReader.java:109)
... 67 more

CauseThis issue is caused by an Oracle JDBC driver bug that is fixed in Oracle patch 19158500. When calling JDBC getString() for a CLOB of length 8000, it returns an incorrect value
ResolutionUpgrade to one of the following versions of RSA Identity Governance & Lifecycle with which the JDBC driver with Oracle patch 19158500 has been bundled:
  • 7.0.2 P13 or later
  • 7.1.0 P07 or later
WorkaroundIf you are using the following RSA Identity Governance & Lifecycle versions,  the driver may be installed manually as follows:
  • 7.0.2 P12 or lower
  • 7.1.0 P06 or lower


Steps to apply JDBC driver with Oracle patch 19158500



  1. Download the attached Oracle JDBC driver ojdbc7.jar. This Oracle JDBC driver has been patched with Oracle patch 19158500

  • For 7.0.2:  Replace /home/oracle/wildfly-8.2.0.Final/modules/com/oracle/main/ojdbc7.jar with the Oracle JDBC driver downloaded from this article
  • For 7.1.0:  Replace /home/oracle/wildfly-10.1.0.Final/modules/com/oracle/main/ojdbc7.jar with the Oracle JDBC driver downloaded from this article

  1. Restart the application server:


acm restart
NotesThere is no need to patch RSA Identity Governance & Lifecycle 7.1.1, since it uses Oracle JDBC driver 12.2 which does not have the problem.

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