An error screen, white screen or blank screen relating to a purchase workstep can occur for a few different reasons as can be seen in the description.
Where white/blank screen issues occur, the service team will need to replicate the issue from our side so that we can retrieve supporting error logs and match the supporting error with the correct fix. Where an error screen appears with Error ID, we can retrieve the logs based on that when provided and 21.2 customers will also be able to see what is underpinning the error in the Configuration Tools part of Mosaic (provided the worker has the system functions for that).
You may also have readable errors (such as a box with text) that appears preventing you to further some kind of action.
If you are having any of these problems, please raise a new case online and reference the title of this article. Please also include:
Person ID.
Workstep ID.
The action that is causing the white screen or supplying us with the error ID/message screen.
Where the error is a readable error, please provide us a screenshot and the actions which led up to the error.
Where it involves some additional personalisation to replicate, for example editing or ending services, please provide the details we need to achieve that. Which service and any inputs the worker would make so we can mimic the information contained within.
All the above would speed up our ability to turn around your issue and prevent delays in obtaining key information.
For self-hosted customers, please also send the relevant framework logs preferably from an affected test environment.