Web interface cannot create report PDFs

[Jim AppleTech]

Using the web interface to create ticket report PDFs was working until yesterday when I was modifying a report using an RDP connection to access the full client. Creating PDFs continued to work during several adjustments to the report, until my last tweak. I used the full client's report preview tab at that point. I don't know if this was a factor, but after my last modification and previewing the report in the full client, I cannot use the web client to create a report PDF from any reports. The process starts, the progress bar in the browser address field starts, but the progress bar doesn't complete.

I have cleared my browser cache, used a different browser, and restarted my computer, all to no avail.

Any suggestions?

Jim

[Support Team]

Re: Web interface cannot create report PDFs

Hi Jim, thank you for posting this. Does the report work well in the Windows client now?In any case please try to restart RangerMSPWebInterface service on your server and see if that helps. In case it does not, please use the Help > Technical Support menu in RangerMSP to send us your RangerMSP log files for analysis.

[Jim AppleTech]

Re: Web interface cannot create report PDFs

Yes, the report prints well from the native Windows client. I looked through the interface & I didn't see where to restart the CommitWebInterface service.

Perhaps that is not available from the client? I can ask the formal administrator to do it...

Jim

[Support Team]

Re: Web interface cannot create report PDFs

True, this is a service that runs on your server and utilizes the Web interface.

[Jim AppleTech]

Re: Web interface cannot create report PDFs

I've asked by admin to restart the CommitWebInterface service. I'll let you know what happens.

[Jim AppleTech]

Re: Web interface cannot create report PDFs

I went into the web client after the service was restarted, and I still cannot print to PDF on a web interface.

What's next?

[Jim AppleTech]

Re: Web interface cannot create report PDFs

BTW, other users also cannot print to a PDF file with the web interface, so it is not user-dependent.

[Support Team]

Re: Web interface cannot create report PDFs

Thanks for checking this and reporting back. I guess that it has to do with the Report customizations you described above. Please use the Help > Technical Support menu in RangerMSP to send us your RangerMSP log files for analysis. We will hopefully see something there.

[Jim AppleTech]

Re: Web interface cannot create report PDFs

Sent. Somehow, I think this will have something to do with the temporary PDF file that is created on the server before it is downloaded by the web browser.

Thanks.

[Support Team]

Re: Web interface cannot create report PDFs

I just checked and we haven't received it yet... please verify that the email was sent successfully with no rejects etc...

[Jim AppleTech]

Re: Web interface cannot create report PDFs

Looking at the log for EmailConnector I see:

[05/25/2012 15:8:26:250 v1.0.5601.0 - 2.0.5700.0 ** 24042012_144829_2436_336203 (c:2824,B08 m:2436,984) ]
Proc_Name=DaTEMailsPop3ClientReceiver_Unit.HandleE rror
RqType = 2 POP3 error 500 -ERR Logon failure: unknown user name or bad password.

I've asked the admin to look into correcting the mail setup.

In the mean time, what log files would be good for me to paste in here or to email you?

[Support Team]

Re: Web interface cannot create report PDFs

Thanks, however, the email connector's log has absolutely nothing to do with it because logs are sent to us from your Outlook and not using the email connector.

Please try to log into RangerMSP, visit to Help > Technical Support menu and select to send us your log files. An Outlook Window should open with an attachment - sent it.

In case you do not use Outlook the following will also work (though it's more partial) - please zip the \RangerMSP\Logs folder and email it to us.

Thanks.

[Jim AppleTech]

Re: Web interface cannot create report PDFs

Where shall I send the zipped folder?

[Support Team]

Re: Web interface cannot create report PDFs

Support at our domain RangerMSP dot com.

[Jim AppleTech]

Re: Web interface cannot create report PDFs

Done. Apparently the server (where I have an RDP session) does not have Outlook installed.