Error running a report
When running a report the following error occurs:
There was an error before running the report, please submit a bug report and try again.
Typically the Chronicall service will also freeze, preventing any further activities.
-Potential causes could include:
- Incorrect time parameters
- No local Java installation for Internet Explorer to access Chronicall
- Not enough Memory on Chronicall server for Chronicall or the Datagrid
Check Time Parameters
First double check the report timeframe you are running the report for. While here, also verify your time parameters in the advanced settings to make sure it is as open as possible. If the Chronicall server is crashing, it is recommended to reduce the time frame you are running for your report to see if this helps prevent a memory crash.
Rule Out Local User
If other reports do run, have other users test to see if they can run the same report. This will narrow the error down to a user or machine level. If other users can run the report, a Java update on the local machine with the issue is recommended to resolve this issue.
If other users cannot run similar reports either, it is likely an issue with the Chronicall service not running or crashing. Follow these steps to restart the Chronicall service and test again.
You will want to skip to the next step if it crashes again, to increase the memory associated directly with Chronicall.
Review memory (RAM) settings
Navigate to the following file paths if you are on Chronicall 3.8 or earlier.
- C:\Program Files (x86)\Xima Software\Chronicall\tomcat\bin
Right Click on chronicallw.exe, and Run as Administrator.
Bump up the Maximum Memory Pool to 1024 (Max for 32 bit Java in 3.6 or 3.8). If you are maxed out at 1024 MB for 3.8 or earlier, I would recommend updating your Chronicall to version 3.10 or newer. This will automatically increase the memory associated with Chronicall, so you can skip the following steps. It is always recommended to run the update after hours to minimize logging interference.
Note: The change will not take effect until after you restart the Chronicall Service. It is recommended you restart services after hours to prevent data loss. Do not restart Chronicall services during business hours if you are a Multimedia customer.
Increase the Data Grid Node Memory
Go to Admin (System) > Advanced Settings > Data Grid Primary Node Memory (MB).
Adjust it to 1024 if available (maximum amount for 32 bit Java in version 3.6.x or 3.8.x). If you are on 3.10or higher and have plenty of memory (RAM) to spare, you can adjust this higher than 1024.
Restart the Chronicall Service to apply the change.