Switching from Production view to Basic view results in the error: Unable to process your request.

Switching from Production view to Basic view results in the error: Unable to process your request.

Article: 100044757
Last Published: 2019-02-11
Ratings: 0 0
Product(s): eDiscovery Platform

Problem

When switching from Production view in Review mode to Basic view, a user receives an error in the User Interface (UI) and is unable to continue in Analysis & Review on that case without exiting Internet Explorer and clearing all cache files.

The following error appears in the UI:

Error Message

Unable to process your request.
If the problem persists, contact your administrator.

ServletException in '/jsp/search/emailSearchNav.jsp': URLDecoder: Illegal hex characters in escape (%) pattern - For input string: "u2"

Cause

Veritas eDiscovery utilizes cookies that identify the user and page state of Production view should the user return to that page during their current session.  If the Production folder name contains an invalid HTTP encoding character, this cookie cannot be decoded, resulting in this error.  The "u2" in the above error is the first two hex characters of an invalid, multi-byte character.  For a list of valid unreserved and reserved characters, see RFC3986 at the following link: https://tools.ietf.org/html/rfc3986#section-2.1

Solution

• Remove the invalid HTTPS encoding character from the Production folder name.

Note: The folder must be unlocked or subsequent Production exports will fail with the error Export Manager Error  - {0} in the UI and Export Manager Error  - Invalid Production Id in the server log as eDiscovery cannot determine the original Production folder name.

References

JAMA : VRTS-IDEA-2875

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