(v23) Troubleshooting export providers

Troubleshooting export providers

This applies to: Managed Dashboards, Managed Reports

Symphony provides the ability to share dashboards, reports, and other views in exported formats such as PDF, image, Excel and PowerPoint. You can also receive these exports automatically through notifications.

This article describes some error messages you might see when exporting and how to troubleshoot them.

Pre-requisites for export

Exporting has certain requirements on the Symphony server, which depend on the server's operating system:

• For a Windows server, the Chrome Embedded Framework (CEF) plugin used in the exports requires prerequisites such as Visual C++ Redistributable Packages and Microsoft .NET. These are installed automatically as prerequisites in the first step of creating an instance, or you can install them yourself using the links found in the system requirements.
• For a Linux server, the X Virtual Frame Buffer (XVFB) service installed by the Deployment Wizard is required.

Internal Application URL configuration

Exporting content relies on the Internal Application URLconfiguration setting in Symphony's administration area, which may need to be confirmed or updated by an administrator. For example, the address used to access the application may have changed since installation. An incorrect setting may lead to various error messages.

There is a dedicated health checknamed DBI0045 : Internal Application URL Status that can confirm this setting is correct.

Application logs

When an error occurs or the exported output isn't as expected, a Symphony administrator may find helpful information in the application logs.

Not all messages are included in the logs by default. To view all related messages:

• Find and edit the Log Filterconfiguration setting in Administration.
• In the Configure Log Filter dialog, find Standard Export Providers under Extensions, and change its setting to Verbose.
• Submit the changes and export your content again.
• View the application logs in Administration. After finding the information you need, you can set the log filter setting back to Default0.

After finding the information you need, you can set the log filter setting back to Default.

Errors and issues

The export process failed (1004): <exception>

This error message means there is a JavaScript exception in the browser, and includes details about the script errors that are preventing export. For example:

The export process failed (1004): Script Exception - https://reporting/Dundas.BI.Web.WebApp/Scripts/bunches/dundas/base.min.js? v=86694048814(11): Script error - Adapter: 'table1' Event Name: 'datachanged' Script Name: 'script 2' TypeError: Cannot read property 'cellset' of null

This error message would indicate an error from the script added to the Data Changed event of the element with script name table1 is causing the export to fail.

Note: You can use the Layers windowto find an element by its display name and edit its script actions.

The export process failed (1006): The operation has timed out. Verify the Internal Application URL in configuration is correct.

The export process has timed out before the report could be rendered. This could be because it was unable to access the application due to an incorrect Internal Application URL setting, or you may need to allow a longer time for exporting larger reports by increasing the Export Render Timeout setting from its default of 45 seconds. Symphony administrators can change these in the configuration settingsin Administration, or you can customize the export timeout on individual views in the Properties window when editing.

The export process failed (1007): Unexpected error encountered

Any error message starting with The Export Process failed (1007): Unexpected error encountered, and followed by a three digit negative number and short caption, indicates that the internal application URL being used for the export process is incorrect or pointing to a specific page within the Symphony instance rather than the root of the website.

Internal Application URL is a configuration setting in Administration.

Common error codes include:

(-102) - Connection Refused - The port number is incorrect

(-105) - Name not resolved - The hostname is incorrect

(-104) - Connection failed - Check the internet connection

Please contact Symphony Support if you encounter any other 1007 error.

Export file generated with no data

If you are exporting a visualization and it does not show any data, check whether Disable Auto Data Loading was selected on that visualization in the Properties window.

If this setting is meant to be selected, you can add a script in the Before Export action of the dashboard/view to load the data automatically before the export takes place.

For example, the following script can be used to load the data for a table:

e.isAsync= true; var def = table1.loadData(); def.done(function (results) { e.deferred.resolve(); });

HTTP error code

Any export process failed error message with an error code between 300 and 500 is an HTTP error. More information on these can be found on the internet.

Contacting Symphony Support

If you come across any other error message or if the provided solution does not resolve the error, please contact support.

When contacting support, send the full error details, and the config.dat file generated during the export process as detailed below.

Obtaining the config.dat file

To obtain the config.dat file, first turn on Verbose logging and then export your content as described above, then you will find an entry in the application logswith a message starting with config.dat.

View the details of this log entry, and copy the Message contents into your message to support.