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Description

On upgrades, an unencoded value for the obsolete property glide.product.help_url can cause the instance to be unavailable because this field does not do string input validation. The following error message is displayed:

"The reference to entity "c" must end with the ';' delimiter."

Steps to Reproduce

 

  1. Set the system property glide.product.help_url property to a URL that is not encoded.

  2. Upgrade the instance.

    Note that you are not able to access the instance and are presented with a blank page reporting the following error:

    "The reference to entity "c" must end with the ';' delimiter."

    The localhost logs will contain the following entries:

    2016-12-21 17:37:34 (492) Default-thread-11 4753D59A13F322004172DE128144B01C *** Start #358, path: /navpage.do, user: george.mathew@snc.maint,admin,snc_read_only,itil
    2016-12-21 17:37:34 (587) Default-thread-11 4753D59A13F322004172DE128144B01C [0:00:00.092] getRealForm
    2016-12-21 17:37:34 (593) Default-thread-11 4753D59A13F322004172DE128144B01C The reference to entity "c" must end with the ';' delimiter.
    2016-12-21 17:37:34 (593) Default-thread-11 4753D59A13F322004172DE128144B01C line: 1468, column: 62 form key: navpage^cc^v3block^en^^N^N^^doctype^[admin,itil,maint,snc_read_only]^
    2016-12-21 17:37:34 (594) Default-thread-11 4753D59A13F322004172DE128144B01C Error here:=12&cpc=Q3xi22151F1DrDI3H05yW/#tab:homeTab:crumb:7:artId:4132");
    2016-12-21 17:37:34 (594) Default-thread-11 4753D59A13F322004172DE128144B01C 1458: <sn-queue-entry-transfer></sn-queue-entry-transfer>
    1459: <sn-queue-entry-transfer-accepted></sn-queue-entry-transfer-accepted></j2:if>
    1460:
    1461: <j2:if test="$[jvar_embedded_help]">
    1462: <g2:requires name="scripts/js_includes_ngCommon.js" includes="true"></g2:requires>
    1463: <g2:requires name="scripts/app.embedded_help/js_embedded_help_includes.js" includes="true"></g2:requires>
    1464: <g2:requires name="styles/app.embedded_help/css_includes_embedded_help.css" params="c=$[gs.getProperty('css.version')]_$[GlideCacheManager.getFlushStamp('csscsscsscache')]&amp;theme=null" includes="true"></g2:requires>
    1465: <g2:requires name="styles/snFlyout.css" params="c=$[gs.getProperty('css.version')]_$[GlideCacheManager.getFlushStamp('csscsscsscache')]&amp;theme=null"></g2:requires>
    1466: <script>
    1467: angular.module("sn.embedded_help").config(function($provide) {
    ==>1468: $provide.value("helpUrl", "http://kb.ce.corp:85/?cid=10&c=12&cpc=Q3xi22151F1DrDI3H05yW/#tab:homeTab:crumb:7:artId:4132");
    1469: $provide.value("autoClosePane", true);
    1470: $provide.value("persistGuidedSetupActions", false);
    1471: });
    1472:
    1473: angular.element(document).ready(function() {
    1474: // add these modules to the navpage Angular
    1475: window.NOW = window.NOW || {};
    1476: window.NOW.ngLoadModules = window.NOW.ngLoadModules || [];
    1477: NOW.ngLoadModules = NOW.ngLoadModules.concat(['sn.embedded_help']);
    1478: });
    2016-12-21 17:37:34 (594) Default-thread-11 4753D59A13F322004172DE128144B01C Memory transaction: 11mb total: 357mb free: 45% Allocated: 647mb

 

Workaround

Contact Customer Support and ask to update the database, replacing the value of the glide.product.help_url property with an encoded string:

select name, value from sys_properties where name='glide.product.help_url';

update sys_properties set value='<new_ecoded_url> where name='glide.product.help_url';

Flush the cache on the browser and navigate back to the instance.

 


Related Problem: PRB738526

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Article Information

Last Updated:2017-04-12 09:49:47
Published:2017-01-19