When Decision PRO misbehaves - what bank teams should check
Use this page when branches or central ops report “Decision PRO won’t load,” “I keep getting logged out,” or “data never appears.” It translates common product-side causes into bank actions and AIS support requests-not a substitute for your IT incident process.
:::tip Key takeaways
- HTTPS vs HTTP: a secure Decision PRO site cannot call an insecure API origin-your bank and AIS must align TLS and public URLs on paper before blaming “the model.”
- Sessions: short-lived access is normal; repeated 401 errors often mean clock skew, SSO, or expired refresh-gather time range and browser before opening a ticket.
- Still stuck: use Incident response & support and ask AIS for correlation IDs from gateway logs.
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Login, blank screens, or “network error” with no HTTP code
| Likely cause (conceptual) | What the bank checks | What AIS typically verifies |
|---|---|---|
| Mixed content (HTTPS page calling HTTP APIs) | Confirm Decision PRO and the Pro Gateway public URLs are both HTTPS in your approved integration pack-not a lab IP pasted into production. | TLS termination, reverse proxy, and client bundle configuration match the built release (many public base URLs are fixed at build time). |
| Wrong site URL (cookie / SSO domain mismatch) | Compare the address bar with the documented Decision PRO hostname; clear cookies for a single test user only if policy allows. | Auth callback domains, session cookies, IdP redirect URIs. |
| Corporate proxy / ZScaler stripping headers | Try a known-clean network path (e.g. mobile hotspot) once to isolate; follow your security policy. | Same requests from AIS-managed test laptops. |
“I’m logged out” or actions fail with 401 Unauthorized
- Expected: access tokens are short-lived; the product may refresh automatically until refresh fails (password change, revocation, clock skew).
- Check: system time on the device; whether VPN changed mid-session; whether MFA step-up expired.
- Escalate with: approximate UTC time, user role, page path (e.g. “loan approvals queue”), and whether other users on the same network see the same failure.
Data spinners, empty tables, or partial dashboards
| Symptom | Bank-side first steps | AIS-side themes |
|---|---|---|
| Whole app slow | Internal status page, WAN health, DNS. | Pro Gateway health, dependency latency, rate limits (see Integrations). |
| One feature empty | Confirm the user’s role should see that portfolio or product line. | RBAC on UI routes and upstream Pro permissions; see Security & access. |
| CORS / blocked by browser errors in dev tools | Ensure only approved origins call the gateway; some banks require an API gateway in front of AIS. | CORS allow list includes Decision PRO’s public origin. |
Live tiles or real-time views disconnecting
Some screens use WebSockets. When the upstream gateway enforces strict WebSocket authentication, idle sessions or token rotation can drop the socket-users may need a refresh or short re-login. Treat as configuration-dependent; confirm behavior in sandbox with AIS.
After configuration or release changes
Product docs emphasize that client-visible base URLs for Decision PRO are often fixed at application build time. If your bank changes the public Pro hostname, AIS usually needs a rebuild and redeploy of Decision PRO with updated build-time settings-not only a DNS flip on the load balancer.
:::note Source
This page summarizes themes from the Decision PRO troubleshooting and environment configuration documentation in the AIS monorepo (Decision PRO submodule). It is not a verbatim copy; details differ by release and contract.
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