CA Service Management

Hi Team,

I am getting below error while generating volume and trend incident report. I am using BOXI 4.1 sp5 HA environment.

The viewer could not process an event.Error in file volume and trend: Failed to retrieve data from the database.[]------Error code:0 [CRWEB00000119]

Firstly i thought it is a connectivity issue between BOXI and SD database. However I am able to run operational dashboard reports.Data is coming in only in these dashboards.

Help me out why all crystal reports are showing above errors except operational dashboards and how i can resolve this error.

Regards,

Sippy

Hi Sippy,

Here is one possibility:

Failed to retrieve data from the database on CABI - CA Knowledge 

Hope that helps!

Regards,

James

Hi James,

Thanks for providing this link. I have already followed these steps. Any other suggestions?

Regards,

Sippy

PMO-DCN 

Please verify if the Preferred Viewing Locale is set to English in BI Launchpad:

Log into BI Launch Pad > Preferences > Locales and Time Zone

Yes Paul. Checked. Value of Preferred Viewing locale is English(United States).

PMO-DCN ........

Please try adjusting the BOXI Cache Server and Processing Server Timeouts

1.  Log into the CMC
2.  Click “Servers”
3. Open the Properties for the Crystal Reports Cache Server
4. Set the “Idle Connection Timeout (minutes)” value to 60
5. Set the “Maximum Cache Size (KB)” value to 1028000
6. Click “Save & Close”
7. Open the Properties for the Crystal Reports Processing Server.
8. Make sure that the field “Database Records Read When Previewing or Refreshing” is set to 0 (for unlimited)
9. Set the “Idle Job Timeout (minutes)” value to 60
10. Click “Save & Close”
11. Restart both the Cache and Processing Servers.

Yes Paul. I have configured all these steps. When i run a report, i am able to get all data in group and location filter. While selecting one group and Click ok, I instantly get this error.

Is there any way to get logs so i can provide you here?

Regards,

Sippy

Hi Sippy

https://comm.support.ca.com/kb/CRWEB00000119-Error-When-Running-BOXI-Reports-installed-in-localized-PTBR-language/KB000008173

https://comm.support.ca.com/kb/CRWEB00000119-Error-When-Running-Reports-In-Service-Desk-Manager/KB000038573

CA Service Desk Manager Known Reporting Issues - CA Service Management - 14.1 - CA Technologies Documentation 

extract of the link

The viewer could not process an event. Your request could not be completed because a failure occurred while the report was being processed. Please contact your system administrator. [RCIRAS0546] 
---- Error code:0 [CRWEB00000119]

Solution:

Follow these steps:

1. Locate and find the following lines in the ivoa25.ini (32 bit Client ODBC) file located at C:\Program Files (x86)\CA\Service Desk Manager\add-ons\oaodbc72.

   Note: If CABI is installed on different machine from CA SDM find the file at C:\Program Files (x86)\CA\SC\CASD_ODBC.

   ;[WorkArounds]
   ;UnloadICUMessagesDLL=0

2. Remove the semicolon (; ) from both the lines. For example,

   [WorkArounds]
   UnloadICUMessagesDLL=0

3. Save the file and test your report.

Best regards

https://comm.support.ca.com/kb/What-is-ODBCBLOCKSIZE-variable-used-for-and-how-to-configure-it/KB000047290

What is ODBC_BLOCKSIZE variable used for and how t - CA Knowledge 

PMO-DCN 

If none of the provided suggestions resolves the issue, please open a CA Support case.

Complex technical issues such as these are better handled via a CA Support case.