Nullpointer exception when opening a plan

We are having an issue with one of our clients located in Sweden. They get a nullpointer exception when trying to open the Backlog plan of their proyects.

java.lang.NullPointerException

com.ibm.team.apt.internal.service.tools.AbstractPlanResolveHelper.fetchPlanView(AbstractPlanResolveHelper.java:805)

com.ibm.team.apt.internal.service.rest.PlanRestService.getPlanItems(PlanRestService.java:1573)

sun.reflect.NativeMethodAccessorImpl.invoke0(Native Method)

sun.reflect.NativeMethodAccessorImpl.invoke(NativeMethodAccessorImpl.java:48)

sun.reflect.DelegatingMethodAccessorImpl.invoke(DelegatingMethodAccessorImpl.java:25)

java.lang.reflect.Method.invoke(Method.java:600)

org.eclipse.soda.sat.core.internal.record.ExportProxyServiceRecord.invoke(ExportProxyServiceRecord.java:361)

org.eclipse.soda.sat.core.internal.record.ExportProxyServiceRecord.access$0(ExportProxyServiceRecord.java:347)

org.eclipse.soda.sat.core.internal.record.ExportProxyServiceRecord$ExportedServiceInvocationHandler.invoke(ExportProxyServiceRecord.java:56)

$Proxy857.getPlanItems(Unknown Source)

sun.reflect.NativeMethodAccessorImpl.invoke0(Native Method)

sun.reflect.NativeMethodAccessorImpl.invoke(NativeMethodAccessorImpl.java:48)

sun.reflect.DelegatingMethodAccessorImpl.invoke(DelegatingMethodAccessorImpl.java:25)

java.lang.reflect.Method.invoke(Method.java:600)

com.ibm.team.repository.servlet.AbstractTeamServerServlet.doModelledRestService(AbstractTeamServerServlet.java:555)

com.ibm.team.repository.servlet.AbstractTeamServerServlet.handleRequest2(AbstractTeamServerServlet.java:2355)

com.ibm.team.repository.servlet.AbstractTeamServerServlet.handleRequest(AbstractTeamServerServlet.java:2155)

com.ibm.team.repository.servlet.AbstractTeamServerServlet.service(AbstractTeamServerServlet.java:1983)

javax.servlet.http.HttpServlet.service(HttpServlet.java:831)

org.eclipse.equinox.http.registry.internal.ServletManager$ServletWrapper.service(ServletManager.java:180)

org.eclipse.equinox.http.servlet.internal.ServletRegistration.service(ServletRegistration.java:61)

org.eclipse.equinox.http.servlet.internal.ProxyServlet.processAlias(ProxyServlet.java:126)

org.eclipse.equinox.http.servlet.internal.ProxyServlet.service(ProxyServlet.java:76)

javax.servlet.http.HttpServlet.service(HttpServlet.java:831)

org.eclipse.equinox.servletbridge.BridgeServlet.service(BridgeServlet.java:120)

com.ibm.team.repository.server.servletbridge.JazzServlet.service(JazzServlet.java:68)

javax.servlet.http.HttpServlet.service(HttpServlet.java:831)

com.ibm.ws.webcontainer.servlet.ServletWrapper.service(ServletWrapper.java:1657)

com.ibm.ws.webcontainer.servlet.ServletWrapper.service(ServletWrapper.java:1597)

com.ibm.ws.webcontainer.filter.WebAppFilterChain.doFilter(WebAppFilterChain.java:131)

com.ibm.team.repository.server.servletbridge.BridgeFilter.processDelegate(BridgeFilter.java:139)

com.ibm.team.repository.server.servletbridge.BridgeFilter.doFilter(BridgeFilter.java:172)

com.ibm.ws.webcontainer.filter.FilterInstanceWrapper.doFilter(FilterInstanceWrapper.java:188)

com.ibm.ws.webcontainer.filter.WebAppFilterChain.doFilter(WebAppFilterChain.java:116)

com.ibm.ws.webcontainer.filter.WebAppFilterChain._doFilter(WebAppFilterChain.java:77)

com.ibm.ws.webcontainer.filter.WebAppFilterManager.doFilter(WebAppFilterManager.java:908)

com.ibm.ws.webcontainer.servlet.ServletWrapper.handleRequest(ServletWrapper.java:934)

com.ibm.ws.webcontainer.servlet.ServletWrapper.handleRequest(ServletWrapper.java:502)

com.ibm.ws.webcontainer.servlet.ServletWrapperImpl.handleRequest(ServletWrapperImpl.java:181)

com.ibm.ws.webcontainer.servlet.CacheServletWrapper.handleRequest(CacheServletWrapper.java:91)

com.ibm.ws.webcontainer.WebContainer.handleRequest(WebContainer.java:864)

com.ibm.ws.webcontainer.WSWebContainer.handleRequest(WSWebContainer.java:1592)

com.ibm.ws.webcontainer.channel.WCChannelLink.ready(WCChannelLink.java:186)

com.ibm.ws.http.channel.inbound.impl.HttpInboundLink.handleDiscrimination(HttpInboundLink.java:452)

com.ibm.ws.http.channel.inbound.impl.HttpInboundLink.handleNewRequest(HttpInboundLink.java:511)

com.ibm.ws.http.channel.inbound.impl.HttpInboundLink.processRequest(HttpInboundLink.java:305)

com.ibm.ws.http.channel.inbound.impl.HttpICLReadCallback.complete(HttpICLReadCallback.java:83)

com.ibm.ws.ssl.channel.impl.SSLReadServiceContext$SSLReadCompletedCallback.complete(SSLReadServiceContext.java:1784)

com.ibm.ws.tcp.channel.impl.AioReadCompletionListener.futureCompleted(AioReadCompletionListener.java:165)

com.ibm.io.async.AbstractAsyncFuture.invokeCallback(AbstractAsyncFuture.java:217)

com.ibm.io.async.AsyncChannelFuture.fireCompletionActions(AsyncChannelFuture.java:161)

com.ibm.io.async.AsyncFuture.completed(AsyncFuture.java:138)

com.ibm.io.async.ResultHandler.complete(ResultHandler.java:204)

com.ibm.io.async.ResultHandler.runEventProcessingLoop(ResultHandler.java:775)

com.ibm.io.async.ResultHandler$2.run(ResultHandler.java:905)

com.ibm.ws.util.ThreadPool$Worker.run(ThreadPool.java:1613

From our location (Latin America) we had issue only in one of their plan and in the eclipse client (we can open it in the Web UI). The error is:

An error occurred while executing the operation. See the error log for details.

CRJAZ0586I Query is too complex (14391 parameters).

We are using RTC 4.0.3 with distributed topology.

What calls our attention is that we an open the plans normally in the Web UI but they can't.

Is it possible that this is due to the delay they have? (approximately 4.5 secs while we have 0.5 sec for a simple request)