Dashboard Reporting Errors

We logged a ticket this morning for something similar. As you stated, it's not consistent. Some are getting the scheduled dashboards but not everyone. We ask the user to access Tessitura and open the dashboard manually and they can without issue. Hoping to learn more on why this happens and what we can do with our support ticket. 

Is there any other scheduled activity happening at 5pm (unlikely to be sure, but maybe ask TNHS support if you're hosted).  This is the sort of thing I'd expect if a major database operation was happening at that time, especially an Analytics Load, of course.

I've been having the same issue lately. Sometimes it shows my username in the error email, but then I end up receiving it. Something has changed. It didn't used to do this.

The dashboards that I send to entire usergroups seem to be having this issue.

We had experienced what sounds like a similar issue a few months ago. The errors would even happen to the person who had built the dashboard. We're self-hosted and in our ticket with the Network, they were able to suggest and walk us through a few configuration changes to our Analytics server that eventually worked. If you are able to reference the Pittsburgh Cultural Trust ticket # 644492, it was Yogesh Persaud who resolved it for us.

I hope that's helpful. Good luck and happy analyzing!
Christine

Hi everyone,

This particular error can be caused by a number of things, some examples would be:

- The timing of the send, maybe it clashes with the data load or routine maintenance (meaning the elasticube may be unavailable) it could be that the server has a high volume of large dashboards / recipients scheduled at the same time that we need to look into.

- It could be email timeout settings if the dashboard is big or has a lot of pivots, and takes some time to generate, which I think is what Christine referenced in her reply.

- Something in the dashboard, such as a single widget, may be having difficulty generating the results to provide for the email.

- Or it may be the recipients, maybe a recipient doesn't have access to the data source for a widget in the dashboard.

Generally you can identify whether it is something server, timing, or volume related by testing if this sends using the "send me a report now" function on the share/republish screen at a different time of day.  If the report sends, then that would indicate that there isn't a problem with the dashboard itself if it sends successfully to just yourself, and therefore another factor is likely at play.

If the "send me a report now" function takes some time, and produces an error, that would indicate that something in the dashboard is having problems.  In those instances, one troubleshooting method would be to duplicate the dashboard and remove one widget from the dashboard at a time and test the send after each widget removal until the dashboard successfully sends.  And then go back to the original and test just removing the last widget you removed from the duplicate to see if you can isolate it to a widget and then work from there to try to find what might be causing that widget to error when sending.

As always, we are happy to help look at these via support tickets as they will all likely be different resolutions and specific troubleshooting around each dashboard will help to get to the bottom of the problem and get them sending consistently without these errors.

William Ingramm I have found your ticket that you had initially where this looked to be fixed, but it sounds like you are still having issues, so I have re-opened that and will be in touch to look at this one for you.

Thanks,

James Davis
Support Escalation Specialist

Thanks for the troubleshooting tips James! Much appreciated.

James Davis said:

 Or it may be the recipients, maybe a recipient doesn't have access to the data source for a widget in the dashboard.

I guess that makes sense, but I would have never thought about that.

Thanks for the reply! The other similar report I mentioned was scheduled at the same time. I've staggered them 30 mins apart and the problem subsists. 

I've seen usergroup issues like that in other systems as well since it doesn't have an email box. I've gotten in the habit of always listing individual emails but your admin may be able to change the settings on that usergroup to allow external emails. 

Thank you! I'll see if I can locate that. 

Well, I moved the 2 dashboards with intermittent errors to 4:00 am and 4:30 am and there were no errors today. These 2 dashboards are rather large (many widgets). It could be that the times I originally had selected were our organizations most popular time range for scheduled dashboards to be emailed.

Thank you James! I'll follow up on the ticket in addition to documenting anything we figure out on this forum as well. 

The "Send me the report now" function does work successfully for myself as well as another user.

The issue is intermittent, worked this Monday but not last Monday. Seems to occur every 3 to 4 weeks or so.

Dash has been duplicated and schedule times have been staggered with a similar report with no resolution.

There are several widgets including pivot tables.

Considering the error messaged mentioned not being able to connect to the data cube I'll need to review the data load and routine maintenance next.

Thanks William.  I re-opened and replied to your existing support ticket around this time yesterday with some next steps for us to try.  If you can review that update from me then we can continue to troubleshoot this together in the ticket.

Thank you! I was wondering if it was going to be that simple. I had tested them at 4:30 and 5pm as well as 5pm and 5:30pm and the issue still occurred. After your last reply I was considering moving them back a couple hours. 

We've had an open ticket for this for awhile.  As mentioned, it's inconsistent, but what you may find, is that the Reporting Error is an error itself.  When we check the email server logs, most of the time when I receive this error, that various users did not receive the report, those users actually DID receive the report. Rescheduling to "fix" this, is a bandaid solution.