Troubleshooting reports with Crystal Reports

On Windows, you can install Crystal Reports on all Job Server or Page Server machines in order to speed up the troubleshooting of reports and database connectivity. In this way, you use Crystal Reports to simulate the steps that are performed by the Crystal Enterprise processing servers when a scheduled report is processed, or when a report is viewed on demand over the Web. By locating the step where Crystal Reports is unable to open, refresh, or save the report, you may be able to locate the source of the problem.

To troubleshoot a report

1. Start Crystal Reports on the appropriate machine:
   • If the report runs successfully on demand, but fails when scheduled, start Crystal Reports on the Job Server.
   • If the report fails when viewed on demand, but runs successfully when scheduled, start Crystal Reports on the Page Server.
   • If the report fails when viewed on demand or scheduled, complete these troubleshooting steps on both the Job Server and the Page Server.
2. Open the report from the APS.

   On the File menu, click Open. Click Enterprise Folders and log on to your APS. If you cannot open the report, verify network connectivity between the server you are working on, the APS, and the Input File Repository Server.

3. Test your database connection and authentication.

   On the Database menu, click Log On/Off Server. If you cannot log on to the database server, check the configuration of the database client software and ensure that the report contains a valid database user name and password.

4. If the report's parameters or record selection need to be modified by Crystal Enterprise users when they schedule or view the report, change the parameter values or record selection formula accordingly. If the values are invalid, Crystal Reports will report an error.
5. Verify that the tables used in the report match the tables in the database.

   On the File menu, clear the "Save Data with Report" check box. On the Database menu, click Verify Database. Correct any issues reported by Crystal Reports, and then save the report.

6. Refresh the report and, if current data is not returned from the database, check these possible causes:
   • If the report fails, ensure that the database credentials provide READ rights to all tables in the report.
   • If the database credentials are valid, the report's SQL statement is evaluated at this time. Check the join information. Note any ODBC errors that are produced.
   • If the SQL statement is valid, data begins to return to Crystal Reports. As this happens, the temporary files increase in size. Verify resource allocation in case the machine is running out of memory or disk space.
7. Go to the last page of the report.

   Crystal Reports will report any errors that it encounters within the report (such as formulas, subreports, and other objects).

8. Export the report to Crystal Reports format (or any other desired format).

   This step ensures that Crystal Reports is able to create temporary files that are required in order to complete the processing of a report.

9. If the report now refreshes successfully, save it back to the APS.
10. Close the report.
11. Close Crystal Reports.
12. Repeat the activity that caused the original report to fail: view the report on demand over the Web, or schedule the report for processing.