The issue was, whenever the customer tried to work with smart client, the Object reference not set to an instance of an Object error was popping out intermittently.

This is not happening for a specific functionality or screen. Randomly the error get triggered. Customer only start to face this issue after upgrade the FSM from 12 to 18. Once the error triggered, the user can see the same error message in the other screen as well. After the relogin this issue is not happening for a while, and but some time later again the same error triggered.

Based on the log file investigation, I have found that issue in the authentication session token. So customer is facing this issue only login through the SSO credentials. But they didn’t get this issue whenever using FSM credentials.

What can be the possible solutions to sort out this issue?

The detail error message:-

<hierarchy_select>
  <attrs>
    <attr>ps_setting_value.screen_name</attr>
    <attr>ps_setting_value.person_id</attr>
    <attr>ps_setting_value.form_factor</attr>
    <attr>ps_setting_value.setting_name</attr>
    <attr>ps_setting_value.value</attr>
  </attrs>
  <primary_table>ps_setting_value</primary_table>
  <from>
    <table>ps_setting_value</table>
  </from>
  <authentication>
    <session_info>
      <token_id>TIELv3l+YfkXN8pdn5ISNuTi+EYuGH3UgMKXs0FSLxwPkfJqVWAqba8kmgouDh46Rt1P/nusoDhZ4CmrsbmzCYiHXb6o/Tm8D/AafQjd+bhSjUDO7y5B4AV9SQ6gtrzY</token_id>
      <session_id>2OwZYU9/fQMxHU2kPmObj0fGe73rOQdtZn3JCaPLUDT6sayelArEpjUK7F2rIx9sEuj8KG5GNzQY3I2B7Z+Ong==f4+rP3Hg3YzcyEtxtEvETw==g3YW/QTPxrpcEtJ4CMAomQ==</session_id>
      <tenant_name>
      </tenant_name>
      <workstation>
      </workstation>
    </session_info>
  </authentication>
  <where>
    <data_constraint>
      <constraint>
        <left_operand>ps_setting_value.screen_name</left_operand>
        <operator>eq</operator>
        <right_operand>STANDALONE_WINDOW</right_operand>
      </constraint>
      <constraint>
        <left_operand>ps_setting_value.person_id</left_operand>
        <operator>eq</operator>
        <right_operand>EKNOPTJ</right_operand>
      </constraint>
      <constraint>
        <left_operand>ps_setting_value.setting_name</left_operand>
        <operator>eq</operator>
        <right_operand>ABOUT</right_operand>
      </constraint>
    </data_constraint>
  </where>
</hierarchy_select>

<metrix_response>
  <result type="Exception">
    <error>
      <system_error>
        <severity>ERROR</severity>
        <message>Object reference not set to an instance of an object.</message>
      </system_error>
    </error>
  </result>
</metrix_response>