Appendix: Metasys Advanced Reporting System Troubleshooting - Metasys - LIT-12012162 - MS-ADS05U-0 MS-ADX10U-0 MS-ADX10SQL-0 MS-ADX25U-0 MS-ADX25SQL-0 MS-ADX50U-0 MS-ADX50SQL-0 MS-ADX50SQL2-0 MS-ADX100U-0 MS-ADX100SQL2-0 - Server - Metasys Server - 13.0

Metasys Server Installation and Upgrade Instructions
Product name
Metasys Server
Document type
Installation Guide
Document number
LIT-12012162
Version
13.0
Revision date
2024-03-26
Product status
Active
Note: For general ADS and ADX installation troubleshooting information, see General Troubleshooting.
Table 1. Metasys Advanced Reporting System Troubleshooting

Problem

Solution

The Trend Summary and Alarm Summary reports do not function properly.

This problem occurs when the SCT computer is inaccessible to the reporting system ADX and the cache cannot refresh. This problem may occur when the SCT computer is offline, in a sleep or hibernating state, or the network card is using the power saving option.

To prevent this problem, make sure to set the power options for the SCT computer are properly set. Refer to the ADS Commissioning Guide (LIT-1201645) for details about setting the power options.

When you are trying to print a report with the Metasys Advanced Reporting system, this error occurs:

Unable to load client print control.

Then when trying to install the required ActiveX control, this error occurs:

An error occurred during this operation

The Microsoft Report Viewer Redistributable package, which is a software prerequisite for the Metasys Advanced Reporting system, is not installed. The installation file is located on the ADS/ADX and SCT installation file. For details, refer to the Microsoft Report Viewer Redistributable Package installation section in the Server Software Installation and Upgrade Guide (LIT-12012240) for your particular version of SQL Server software.

The second error appears after the first error if you are using a Windows 10 client to browse to the ADS or ADX , and you did not use the Run as Administrator option when you started the browser. Start the browser again using the Run as Administrator option to allow the ActiveX control to install. You only need to perform this step once. After the component is installed, launch the browser using the normal startup process.

One of the following messages appears when you are browsing to http://localhost/reportserver OR http://localhost/reports:

Cannot find the server or DNS error

The page cannot be found

Note: If you are using a SQL Server named instance other than MSSQLSERVER, the web address includes the suffix _instancename, where instancename is the SQL Server instance name. For example: http://localhost/ReportServer?ThisInstance http://localhost/ReportServer_ThisInstance
Note: Make sure you are verifying SQL Server Reporting Services on the correct computer. In a split ADX, this computer is the web/application server computer.

Start the Reporting Services Configuration Manager for your version of SQL Server software. Verify that each component is configured properly. For details, see SQL Server Software Installation and Upgrade Guide (LIT-12012240) .

When you access the reporting system as a non-English user, the content appears in the correct language, but the language is incorrect in the main Toolbar, Report Toolbar, and Report is being generated message that appears in the Report screen.

This problem occurs when you do not download the appropriate language support files or restart the appropriate services after the download. Refer to SQL Server Software Installation and Upgrade Guide (LIT-12012240) .

You receive a The report server is not responding message when you attempt to verify that SQL Server Reporting Services is running by browsing to one of the following URLs:

http://localhost/reportserver

http://localhost/reports

Note: If you are using a SQL Server named instance other than MSSQLSERVER, the web address includes the suffix _instancename, where instancename is the SQL Server instance name. For example: http://localhost/ReportServer$ThisInstance or http://localhost/ReportServer_ThisInstance.
Note: Make sure you are verifying SQL Server Reporting Services on the correct computer. In a split ADX, this computer is the web/application server computer.

Start the Reporting Services Configuration Manager for your version of SQL Server software. Verify that each component is configured properly. For details, refer to SQL Server Software Installation and Upgrade Guide (LIT-12012240) .

When you attempt to verify that SQL Server Reporting Services is running, you see this message where 20xx is 2017:

<SQL Server 20xx error text>Service unavailable:

http error 503, the service is unavailable

This error occurs only in SQL Server Reporting Services. To resolve, follow these steps:
  1. In Control Panel, select System and Security > Administrative Tools > Computer Management. The Computer Management window appears.
  2. In the left pane, expand Local Users and Groups. Select Groups.
  3. Under Group names, double-click the SQLServerReportServerUser group.
  4. Add the SERVICE and NETWORK SERVICE user accounts to this group. When added, they appear as NT AUTHORITY\SERVICE and NT AUTHORITY\NETWORK SERVICE.
  5. Restart Reporting Services using the Reporting Services Configuration Manager.

When you attempt to verify that SQL Server Reporting Services is running, you are presented with a Windows Security login prompt, at which time you must enter a user name and password to continue.

Enhanced security in the browser is preventing you from loading the page. Run the Internet Explorer web browser as an administrator (right-click the icon, select Run or Run as Administrator). Then, try to load the Reporting Services page.

If the Reporting Services page still does not appear, log in to the operating system with the Administrator account and run the Internet Explorer web browser as an administrator. When the Windows Security login prompt appears, enter Administrator as the user name and the Administrator's password. Wait for the Reporting Services page to appear.

Lastly, turn off IE Enhanced Security for the server operating system by following these steps:

  1. Start Server Manager.
  2. On the Server Manager window, click Local Server.
  3. In the right column, set the parameter IE Enhanced Security Configuration to Off.

When you attempt to verify that SQL Server Reporting Services is running, you see this message:

The report server has encountered a configuration error. (rsServerConfigurationError)

The Reporting Services log file contains the error No DSN present in configuration file. A database connection to Reporting Services has not been created. Start the Reporting Services Configuration Manager for your version of SQL Server software. Click the Reporting Services Configuration Manager tile on the Start screen. Follow Step 5 through Step 9 in SQL Server Software Installation and Upgrade Guide (LIT-12012240) .

When you attempt to verify that SQL Server Reporting Services is running, a scripting error occurs. The message text in the SQL Server Reporting Services window is:

This page might not function correctly because either your browser does not support active scripting or active scripting is disabled.

Enhanced security in the browser is preventing you from loading the page. Add the computer as a trusted site. For example, if the computer is called ADX-01 , add http://ADX-01 to the list of trusted sites under security options for the browser.

Alternately, turn off IE Enhanced Security for the server operating system by following these steps:

  1. Start Server Manager.
  2. On the Server Manager window, click Local Server.
  3. In the right column, set the parameter IE Enhanced Security Configuration to Off.
You configured SQL Server Reporting Services, but you cannot connect to http://localhost/reportserver or http://localhost/reports.
Note: If you are using a SQL Server named instance other than MSSQLSERVER, the web address includes the suffix _instancename, where instancename is the SQL Server instance name. For example: http://localhost/ReportServer$ThisInstance or http://localhost/ReportServer_ThisInstance.

Make sure you are verifying SQL Server Reporting Services on the correct computer. In a split ADX, this computer is the web/application server computer.

Also, on a split ADX, the Reporting Services Database Setup/ Database Connection has not been configured properly. To resolve this problem, go back to the correct set of wizard overview steps. See SQL Server Software Installation and Upgrade Guide (LIT-12012240)

Errors still exist in the Reporting Services Configuration Manager.

To resolve this problem, go back to the correct set of wizard overview steps. See SQL Server Software Installation and Upgrade Guide (LIT-12012240)

When you have the Reporting Configuration Manager open for SQL Server software, and make a change under Service Manager, a Backup Encryption Key dialog box appears.

The backup encryption key is not used by Metasys software. However, to satisfy Reporting Services configuration, click the Browse button (...), specify a file name for the encryption key, and click OK. Specify a password for the file and click OK.

The following errors appear in the Event Viewer log:

Report Server Windows Service <SQL Server instance> cannot connect to the report server database.

There was an error starting the Security Authentication/Authorization subsystem. The following database is not functioning properly due to a database error: MetasysIII.

The Reporting Service is attempting to connect to the Metasys databases before the databases have completed their startup sequence. Wait 5 to 10 minutes, then verify that Reporting Services has recovered by starting the Internet Explorer web browser and browsing to http://localhost/reportserver.

You are installing SQL Server software with Reporting Services, but the Install the native mode default configuration option is unavailable.

This problem may occur when SQL Server software is already installed on the ADX and you install the software again to add Reporting Services.

To resolve this problem, follow these steps:
  1. Complete the installation.
  2. Configure Reporting Services manually. See SQL Server Software Installation and Upgrade Guide (LIT-12012240) .

When you log in to the Metasys Advanced Reporting System for the first time, you see an error message in red text above the Report Selection area.

This situation may occur if you did not add a Site object to the SCT archive before you installed the ADX .

To resolve this problem:
  1. Log out of the Metasys Advanced Reporting System UI.
  2. Open the SCT archive used by the Metasys Advanced Reporting System.
  3. Add a Site object to the archive.
  4. Log out of the SCT UI.
  5. Log in to the Metasys Advanced Reporting System UI.

This situation may occur if you did not upgrade your SCT archive before you upgraded the ADX .

To resolve this problem:
  1. Uninstall the ADX software using Add/Remove Programs.
  2. Upgrade the archive.
  3. Reinstall the ADX .

For more information, open the Windows Event Viewer and check for errors in the ADSADX Log.

When attempting to run a report, Metasys Advanced Reporting System does not generate reports. An exception error is logged in the error log.

To prevent this problem, ensure you install the Microsoft and Metasys software components in the correct order.

If you install the Microsoft web components and add an SSL certificate before installing the SQL Server Reporting Services (SSRS) component, the SSRS component requires a manual edit to its configuration file in order to function. The SSRS configuration wizard cannot make the correction to the configuration file.

To manually edit the configuration file:
  1. Go to C:\Program Files\Microsoft SQL Server\MSSQL15.MSSQLSERVER\Reporting Services\ReportServer and locate the error log file.
    Note: The MSRS10_50.MSSQLSERVER directory name listed in Step 1 is dependent on the SQL Server version and install options.
  2. In the error log file, change the Secure Connection Level to the following:

    <Add Key="SecureConnectionLevel" Value="0"/>

  3. Save the log file.

The HTTPS Metasys certificate is not displayed in the Report Server Configuration Manager during the first installation of the ADX.

Before you begin the ADS/ADX with MARS installation, install Reporting Services and configure it to use SSL port 443.

For more information, refer to the SQL Server Reporting Services documentation.