Troubleshooting reports.

Summary:

This technote covers troubleshooting steps in the case that your reports are not working.

Symptom:

- your reports are blank or are missing data
- you get error messages trying to run reports

Resolution:

1) Verify that you are on the correct Windows version/service pack and correct SQL version/service pack for your version and patch level of EMF. You can check our Compatibility Matrix.

2) Make sure your EMF Event logging level for both policy and relay logging is set to at least Normal (level 2), and NOT set to Major (level 1). There is no report data collected when logging at Major level. This is true in all versions of EMF, including 5.x and 6.x.

3) In EMF webadmin > Reports > Setup Reporting, check that the report summary tables' and report detailed tables' retention values are large enough (default values are 180 and 30 days, respectively). The EMFMail database will by default run a SQL job every hour (see step 4) that collects report data from the EMF event log, and stores this data in the report summary and report detail tables. Reports are run from these tables.

4) In Enterprise Manager > your-server > Management > SQL Server Agent > Jobs > right-click Create Summary Tables > View Job History, and verify that the job is running successfully every hour.

5) In Control Panel, verify the SQLSERVERAGENT service has been running.

6) Verify that your EMF webadmin IIS server is set to 256 or more system colors, and the video graphics driver is functioning properly.

7) Verify that you are on the correct browser version. Each EMF version and patch level's release notes specify the required browser versions, but the general minimum is IE 5.5 sp2 or 6.

8) Are you receiving any errors from the reporting engine? Be sure to check the EMF event log and Windows event log for errors and warnings.

9) On some rare instances, you will get a gray report page, with the following error at the bottom:

Load: class com.seagatesoftware.img.ReportViewer.ReportViewer not found

In these cases, we have found in Internet Information Services Manager:

• the viewer virtual directory is missing from the IIS Default Web Site, AND/OR
• the Default Web Site folder is missing

• uninstall the EMF Administration Service (in EMF 5.x, it's called the Resin Servlet Runner Service) from all machines on which it is installed (you may need to uninstall all EMF services from the webadmin machines)
• uninstall/reinstall IIS (you may need the Windows CD)
• reinstall the EMF services you uninstalled

• log.driver=true
  
• log.engine=true
  
• log.file=C:\CrystalClear\CC.log
  

Additional Info:

Please also see these related articles on the right.