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PostPosted: Tue May 14, 2019 1:27 pm 
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Overview
This guide reviews errors you may see in the Tomcat-based browser scheduler. It is intended for users to perform immediate self-troubleshooting within their environment. If you receive an error that does not fall under these descriptions, or are unable to resolve an error using the guidance included here, please contact Support for assistance. Please note: to best serve user needs, Support is only able to conduct troubleshooting in the most recent version of the client. Please update your client prior to contacting Support, or inform them if you will need assistance updating your client.
When you email Support, be sure to include these details:
•Steps you have attempted and the outcome
•How many reports are having an issue, & how many users are affected
•What version of the client and scheduler you are running

Please note that troubleshooting these issues further will require access to the server running Apache Tomcat, so an internal IT employee may be required to assist.

You can download a 4 page PDF of this guide here:
Attachment:
Scheduler Errors Guide.pdf [254.65 KiB]
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Common Errors


“FILE NOT FOUND”
• When the scheduler is unable to locate a file, this typically indicates a connection disruption with the database, or trouble locating the save path file tied to this report.
• If this error occurs under the Reports tab when clicking the report name:
-- Ensure the connections the scheduler is pointed to are accurate. You may check this under the scheduler’s Admin Setup menu, under “Database.”
-- If the server details listed here are correct, try launching your Synoptix desktop client and clicking through your database connection in order to refresh it. More instructions on Refreshing the Connection linked here.
• If this error occurs under the Scheduler tab when you launch a report in order to view it:
-- Check the name of the report for any special characters. Hyphens are acceptable, but other symbols including apostrophes, ampersands, commas, and periods can interfere with the HTML path and cause this error. Using filters that contain special characters is also problematic. Try renaming the report to remove any special characters.
-- Confirm that the save path location listed in the error is correct. The save path is located on the server hosting Apache Tomcat and is usually on the C drive. It may be titled something like “Scheduled Reports” and it where report files are dropped prior to being emailed to users. If you need to amend the save path to direct the scheduler to the proper location, you may do so under the scheduler’s Admin Setup menu, under “Save Path.”
-- Confirm the save path folder is not on a mapped drive. The save path should be located on the C drive of the Tomcat server, and the database SQL user must have access to it.
-- Ensure that the IP address of the server containing the save path matches the IP address being used by the browser.
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“REPORT COULD NOT RUN”
•Ensure the connections the scheduler is pointed to are accurate. You may check this under the scheduler’s Admin Setup menu, under “Database.” If the information is accurate, check that the server is not down and there is not a security feature (like a firewall) blocking the connection to the production database.
•This error typically indicates the Scheduler is pointed to the wrong production database, or the connection to the database is lost.
•This error may occur if no calendars have been set up. Depending on your ERP type, calendars may be automatically pulled from your production database, or they may need to be manually added in the Synoptix client. Note that if calendars are retrieved directly from your database, if you add additional calendars into the client they will be in conflict and can cause errors.
•Ensure the scheduler is on the same version as the client. If they are not in sync, you may receive a report error or a JDBC error. You can view the client version at the bottom left of the control panel. You can view the scheduler version under the “Help” tab.

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REPORTS STUCK ON “RUNNING”
•Check the settings to ensure you have enough memory to accommodate your settings. The scheduler needs at least 8Gb of available physical memory on the Tomcat server, and we recommend 16 GB. The memory settings may be found in your Tomcat configuration, under the Java tab, and also in the scheduler under Admin Setup. You need to perform a calculation to see how much memory your settings currently employ. For details, please see our Guide to Tomcat Memory Allocations.
•Often, users simply need to lower the simultaneous reports number under Admin Setup > Reports, ensure the Memory is set to 1024 MB, & restart Tomcat.
If the report you are running depends on a data source other than the production database, such as a spreadsheet, check that this spreadsheet is in an accessible location. It should be on a local drive, not a mapped drive. For more information on this, see our Universal Naming Convention article.

HTTP ERRORS / BROWSER PAGE CANNOT BE DISPLAYED
• HTTP 400 and 500 errors indicate a web page is not being properly recognized, and can be caused by multiple factors.
Please note that the scheduler web address uses “http” and not “https.” A special certificate is required to use “https” and if you do not possess it, you will receive an internet error stating the page cannot be displayed.
HTTP 500 errors
--Check that Tomcat is pointed to the java that is self-contained in the Synoptix client. You can do this by searching “configure Tomcat” from your Start menu, and navigating to the Java tab. Confirm the accuracy of the Java Virtual Machine path and that is leads to the java instance within the client, that is located on the Tomcat server.
--If the server hosting Tomcat is down, it will throw an HTTP 500 error when attempting to connect.
--Ensure that the scheduler and the client are running the same version.
--Check that the Tomcat service is running and that the IP and port you are trying to launch the scheduler from are correct, and match the Tomcat server. Confirm nothing else is running on the same port as Apache Tomcat. If there are multiple Tomcat installs on this server, it could trigger a conflict that causes the browser error.
--Ensure you are launching the scheduler in a compatible browser (the scheduler is not supported by Firefox).
--Try ending the java processes on the Tomcat server, restarting the service, and relaunching the scheduler.
--If this error reads “no scheduled instance named” it means the name of the scheduled report contains special characters that must be removed. This includes backslashes, apostrophes, and ampersands.

HTTP 400 errors
--Launch the scheduler in a supported browser, such as Google Chrome. Do not launch it using Firefox.
--Confirm you are connecting to the proper IP and port. The address in the browser window should match the IP of the Tomcat server, and port that was designated upon install and configuration. Ensure the port is open.
These items can be checked through the command line, using “ipconfig” and “netstat” commands.
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--Note that multiple Tomcat installations on the server may cause conflict and throw an HTTP 401 error.
--Ensure that the website is not being blocked by security. Check your internet settings to ensure your scheduler address is listed as a trusted site, and that there is not an “https” requirement selected.
--Check your Single Sign On configuration. If SSO has been recently implemented, you may need to restart Tomcat.

GRAPH PROPERTIES BUTTON NOT APPEARING
•Because graphs are built in the scheduler, the graph icon not appearing in the client indicates that the connection to the Tomcat server has been lost.
--To resolve, restart the Tomcat service and wait several minutes before re-launching the client.
--If this does not work, give Tomcat a few minutes longer to reboot before you launch the client.
--If no graph icon appears, confirm the proper configuration of the scheduler via the Tomcat server. Confirm that the Tomcat service is running. Check that Tomcat is pointed to the correct instance of java, as mentioned above under “HTTP 500 errors,” and that the memory allocation is accurate.
--To confirm the client is directed to the correct IP address of the Apache Tomcat server, see “Schedule Report Shortcut” item below for instructions.
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“SCHEDULE REPORT” SHORTCUT NOT LAUNCHING BROWSER

From the client control panel, you can use a shortcut to launch the scheduler.
This is under the Operations tab. Clicking this button will launch the scheduler within a new internet window using your default internet browser.
If this shortcut launches a window containing an error, it indicates the client is pointed to the wrong IP and needs to be directed to the correct IP of the server running Apache Tomcat.

How to redirect client to correct Tomcat IP address
•Locate and confirm the IP and port for the server hosting Tomcat.
•Launch your SQL query tool and locate the CompuSoft database. You will write this query against it:

Select * from serverschedulerconnection

•In the returned results, check if the IP or port is inaccurate, or both. You can then run these respective queries containing the correct information within the single quotations.

Update serverschedulerconnection set IPaddress = ‘______’
Update serverschedulerconnection set port = ‘______’


•After running the necessary query, use the original select statement again to confirm that these changes have been properly implemented in the CompuSoft database.
•Restart the Tomcat service.
•Once Tomcat is relaunched and running, restart the Synoptix client and test the Schedule Report shortcut to confirm it is now launching the scheduler.


Note: there is not a way to configure the client to launch the scheduler in an internet window that is different from your default browser. Users with Firefox as their default browser will need to either copy and paste the link for use in a supported browser, or adjust their default browser. If this is not an option, they can create a shortcut on their desktop for the scheduler, and then configure the shortcut target properties in order to launch in a specific browser. Detailed instructions for this are available online.


Attachments:
end java process.png [26.4 KiB]
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confirm IP and port.png [30.85 KiB]
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scheduler version.png [28.55 KiB]
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savepath.png [18.86 KiB]
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javalang.png [19.86 KiB]
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Scheduler Errors.pdf [254.83 KiB]
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