Troubleshooting Export Providers

1. Overview

Dundas BI provides the ability to share dashboards/reports/scorecards in various formats such as PDF, Image, Excel, Powerpoint, and URI link.

This article describes the common error messages you might get while sharing your work and how to troubleshoot them. 

2. Which Export Provider am I using?

In version 3.0, to improve performance and controll over the export process, Dundas BI changed the export provider from Phantom JS to CEF (Chrome Embedded Framework). If you have installed the export provider with version 3.0, you should be using CEF by default. You can check the export provider by navigating to the application folder: ...\www\BIWebsite\App_Data\Extensions on the machine where DBI is installed.

The Phantom export provider will have the .ignore extension and the CEF will be used as Dundas.StdExport.

3. Pre-requisites for Export

.Net 4.5 and latest export provider are required for the Export functionality to work.

4. Common error messages and how to fix them

4.1. HTTP Error code

Any Export Process failed error message with an error code between 300 and 500 is an HTTP error. More information on these can be found on the internet.

4.2. CEF

4.2.1. The Export Process failed (1004): <exception>

This error message means there is a javascript exception in the browser. Open the browser developer tools to verify which script on the dashboard is throwing an exception.

4.2.2. The Export Process failed (1006): The operation has timed out. Verify the Internal Application URL in configuration is correct.

The export process has timed out before the report could be rendered. To fix this, go to Admin > Config > Export Render Timeout and increase the timeout from the default 45 seconds to a larger value.

The time it takes to render the export file corresponds to the number of data requests being sent to the server. Depending on your data load, you may have to increase the timeout to a minute, five minutes, etc.

4.2.3. The Export Process failed (1007): Unexpected error encountered

Any error message starting from The Export Process failed (1007): Unexpected error encountered, and followed by a three digit negative number and a short caption, indicates that the internal application URL being used for the export process is incorrect or set to a value other than the home page of the instance URL.

The internal application URL can be set in Admin > Config > Internal Application URL

Common error codes include:

(-102) - Connection Refused: The port number is incorrect

(-105) - Name not resolved: The hostname is incorrect

(-104) - Connection failed: Check the internet connection

Please contact Dundas Support if you encounter any other 1007 error.

4.2.4. Export file generated with no data

If you are exporting a dashboard and the file generated does not show any data, check whether auto loading has been disabled for the visualization. To do this,

Select the data visualization. Open the Properties panel > Main tab > Disable Data Auto Loading.

If this checkbox is checked, than you need to add a script in the Before Export action of the dashboard to load the data automatically before the export takes place.

For example, the following script can be used to load the data for a table:

e.isAsync= true;
var def = table1.loadData();

4.3. Phantom JS

4.3.1. The Export Process failed (1): the server returned an HTTP error: null

Try the following solutions in order:

  1. Check the Internal Application URL from Admin > Config > Internal Application URL. It should be set to the home page of the instance URL.
  2. If you are using an SSL certificates, make sure it is not expired or throwing an error in the browser console. If it is, you have to renew the certificate.

4.4. Incorrect Version of Export Provider

When upgrading a Dundas BI instance to a new version/revision, you should upgrade the export provider as well. If the application version and the export provider version are not the same, it may lead to odd behavior such as blank export files.

The option to download and install the export provider is available during instance deployment. To verify if you are using the updated version, go to ...\www\BIWebsite\App_Data\Extensions\Dundas.StdExport\bin

Right click on the .dll file and select Properties. Under the Details tab, you will find the File version and the Product Version.

You can check the application version from Admin > About or Profile > More about this product.

If the version numbers do not match, you can download the latest export provider or contact Dundas Support.

5. Contacting Dundas Support

If you come across any other error message or if the provided solution does not resolve the error, please contact Dundas Support.

When contacting support, send the full error message with the stack trace and the config.dat file generated during the export process.

5.1.1. Obtaining the config.dat file

To obtain the config.dat file, turn on Verbose Logging:

  1. Go to Admin > Config > Log filter.
  2. Edit to configure the log filter.
  3. Under the Extensions channel, find Standard Export Providers.
  4. Change the Log level from <Inherited> to Verbose.
  5. Submit the changes and perform the export again.
  6. View the logs from Admin > Logs.
  7. Find the log entry with a message starting from 'config.dat'.
  8. View the message and copy the contents when sending the email to Support.

6. See Also

Dundas Data Visualization, Inc.
500-250 Ferrand Drive
Toronto, ON, Canada
M3C 3G8

North America: 1.800.463.1492
International: 1.416.467.5100

Dundas Support Hours: 7am-6pm, ET, Mon-Fri