000039077 - RSA Archer UI Does Not Load After Upgrade

Document created by RSA Customer Support Employee on Jul 3, 2020
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Article Number000039077
Applies ToRSA Product Set: RSA Archer
RSA Version/Condition: 6.x
IssueAfter applying an upgrade to RSA Archer the user tries to access the user interface. After entering credentials the login process get stuck with the page loading interminably, looping on "Loading Application" or just a white screen similar to the below:

User-added image

CauseThe cause of the error was because of 'uk_UA' in tblLanguageLocale table instead of 'uk-UA'. An example entry in this table should like the following:

User-added image

There can also be alternative causes that are database-specific that relate to the globalization of some sort. Provide a Database backup of the problematic database to support so an Engineering ticket can be opened if the above is not relevant in your database.

ResolutionThe resolution to this issue was to run the following:

update tblLanguageLocale set locale_code = 'uk-UA' where language_id = 17

WorkaroundTo work around the problem and validate the problematic area create a fresh database and update the Archer Control Panel. When you log in you will no longer face the issue.