QPR Knowledge Base 2015.1

Troubleshooting

Troubleshooting

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Troubleshooting

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The following is a list of frequently asked questions and commonly encountered problems. Remember to first check your log files when you encounter problems, because most errors are reported to the log files. If you cannot find the answer to your problem in this chapter, contact QPR Customer Care.

 

Q: What is the cause of the error "Connection was not opened"?

 

A: In most cases, the cause of this problem is one of the following:

The corresponding server component is not running

The configuration has a wrong IP address or hostname.

The configuration has a wrong Port

 

In the unusual case that the cause is not one of the three stated above, you should contact the QPR Customer Support.

 

 

Q: Why won't my QPR server component start?

 

A: In most cases, the cause of this problem is one of the following:

The data source is undefined or incorrect

The version of the database is incorrect (e.g. using database from older QPR version)

The communication port is busy (in use by another program)

QPR Foundation Server is not running.

However, in the case the disfunctional server component is QPR Foundation Server itself, the problem is most likely a misconfigured data source.

There are more users for the product in QPR UMS than the current activation status allows. Check the QPR Foundation Server log for activation-related error messages. For example, QPR BizArchitecture and QPR Metrics Servers won't start if there are more users than activations.

 

Information about the cause can be found in the corresponding server component's log file.

 

Sometimes clearing the cache of the server helps as well. You can locate the cached content under C:\ProgramData\QPR Software\QPR 2015\2015.1\Servers\Cache. Before emptying the cache, make sure that any QPR server components are not running.

 

 

Q: How do I import a file such as a text file or an Excel spreadsheet into QPR Metrics?

 

A: The method of importing a file is very similar to that of importing an SQL database.

 

First create a System DSN

 

You must first define a DSN (data source with the appropriate driver) in the ODBC Data Source Administration, which can be accessed from your Control Panel. If you are administrating QPR Metrics, you should define your DSN as a System DSN rather than a User DSN so that other users can access it as well.

 

Open the SQL Import window and follow the same method of importing a SQL database. However, to import an excel spreadsheet, the SQL query must be in the form: select * from "excelsheet$" (NOTE: to specify an Excel spreadsheet as a database table, you must use the "……$" format). The SQL import function interprets each sheet of an Excel workbook as one table. To import from the data source which uses text files, the SQL query is as follows: select * from textfile.txt (NOTE: In this case textfile.txt represents one database table).

 

 

Q: QPR Metrics Server is consuming massive amounts of memory

 

A: One remedy for the memory consumption is lowering the value of DeletedObjectsTimeout in the SCS Scheduler section of the QPR_Servers.ini file. However, the value should always be several minutes to avoid errors (the values are in seconds, so 1200 means 20 minutes), but a too long time can increase the memory consumption drastically.

 

 

Q: QPR BizArchitecture is slow when there are large embedded information items

 

A: One possible solution for this problem is defining a threshold for an embedded information item's size. In the case the threshold is exceeded, the information item is stored on disk instead of in memory. The settings can be defined in QPR Configuration Manager's QPR BizArchitecture Server -> Cache tab. Click the Help button on the tab to get more information about the settings.

 

 

Q: My e-mail notifications are not sent?

 

A: There might be couple of reasons for this. One could be that you have not defined SMTP server and a reply address in the QPR Configuration Manager's E-mail tab. Another reason could be that your SMTP-server is not functioning properly or that the users do not have valid e-mail addresses in the User Management System. Check whether your SMTP server is using the default SMTP port (25). Check also that there is nothing but the server's location (for example smtp.yourserviceprovider.com). Yet another reason could be that the recipient that did not receive the e-mail did not have sufficient rights to the relevant Element (i.e. the one which contains the alerted value). Users must have at least "View" rights to an Element to receive an alert about that Element.

 

 

Q: Some Portal buttons just show the "Page cannot be displayed" error message. What's the problem here?

 

A: Some buttons (e.g. Add to Basket and Actions) do not work properly if the Script location setting has not been configured properly in the QPR Configuration Manager utility. The setting is located in the Web Application Server -> Web Content section. The value should be a complete URL for the ISAPI DLL or the CGI-binary file (qpr.isapi.dll or qpr.cgi.exe on servers running on Windows platform, qpr.cgi on others), for example http://server.company.com/QPR2015-1/Portal/qpr.isapi.dll.

 

 

Q: I'm using Apache and my action headers with characters specific to my language are not displayed correctly. What to do?

 

A: Open Apache's httpd.conf file (located under conf directory in your Apache installation directory) and search for AddDefaultCharset setting. Change the value of the charset (ISO-8859-1 by default) to a charset that supports your language. For example, with Turkish characters the line would look like "AddDefaultCharset ISO-8859-9" (without the quotation marks).

 

 

Q: My QPR Web Application Server is running as a service, and in the case it crashes, it never gets back up again. The log is full of restart attempts.

 

A: This is most likely due to service startup timeouts being too small, so the start attempt is terminated before it has finished. To raise the times, launch the QPR Configuration Manager utility, open the Common -> Service operations section, and try for example the following values:

Startup timeout: 40 minutes

Check status every X minutes: 20 minutes

Response timeout: 25 minutes

 

 

Q: QPR Portal does not work and IIS gives error message "Unexpected Error 0x8ffe2740" during startup.

 

A: This can be due to some other program reserving port 80. For example Skype is set by default to use ports 80 and 443 in the case the port specified during installation is reserved. This can be avoided by disabling the "Use port 80 and 443 as alternatives for incoming connections" option in Skype's configuration or changing your web server to use a different port (not recommended as all URLs would have to be updated as well). See http://support.microsoft.com/default.aspx?scid=kb;en-us;816944 for more information.

 

 

Q: I have a linked Information Item document residing on a network drive, and I can open it with Microsoft Internet Explorer but not with Mozilla Firefox. How could I get them both to work?

 

A: Mozilla Firefox does not support all Windows path types and therefore linked files do not sometimes open correctly in Portal. It is advisable to put all shared documents into a folder on a web server and use regular hyperlinks (i.e. http://www.company.com/path/to/document.doc) instead of Windows paths.

 

 

Q: I'm getting Response Processing Failed errors on QPR Portal even though the configuration appears to be valid.

 

A: On some setups port numbers larger than 8191 are restricted, and as the QPR Web Application Server uses port 9000 as the default, the port number may need to be lowered. Please note that in addition to changing the QPR Web Application Server port using the QPR Configuration Manager, you will have to reflect the same change in the qprsettings.dat file (see Appendix D). With Microsoft IIS, you also need to run iisreset after the change to get the updated qprsettings.dat information into use.

 

 

Q: I'm trying to run QPR scripts, but I keep getting "ActiveX component can't create object: 'SCClient.SCApplication'" and/or "ActiveX component can't create object: 'PGClient.PGApplication'" errors. How can I solve this?

 

A: This is caused by missing or broken COM server registration for QPR Metrics client and/or QPR Modeling Client. To fix the registration, do the following:

1.Launch command prompt with administrative privileges

2.Go to the installation folder for the affected client component (C:\Program Files\QPR Software Plc\QPR 2015 Clients\Metrics or C:\Program Files\QPR Software Plc\QPR 2015 Clients\Modeling by default)

3.Launch the executable with the /regserver command line switch, i.e. QPR.Modeling.Client.exe /regserver for QPR Modeling Clients or QPR.Metrics.Client.exe /regserver for QPR Metrics.

 

 

Q: My browser goes blank after submitting a large analysis view in QPR Portal

 

A: Large views can exceed the request limits of the web server. In Microsoft Internet Information Services (IIS), the limits can be raised in the following way:

1.Launch IIS Manager

2.Select the site containing your QPR installation

3.Select Request Filtering

4.Select Edit Feature Settings...

5.Raise the values in the Request Limits section

6.Restart the site.

 

 

Q: After upgrading my Windows installation from Windows 8 to Windows 8.1, my local QPR Portal does not work anymore

 

A: In some scenarios IIS extensions can break during the upgrade and affect also QPR Portal. If you have extra IIS modules such as URL Rewrite installed and QPR Portal doesn't work, please reinstall the module.

 

 

Q: I get HTTP Error 500.19 and complaints about mimeMap entries in web.config when trying to access QPR Portal

 

A: This occurs if the Static File feature in IIS has been installed after QPR 2015.1 is already installed. To solve this issue, clear the mimeMap entries under the staticContent section in web.config file referenced by the error message.

 

 

Q: My Standalone service does not start but gives me Error 1609: The service did not start due to a logon failure

 

A: Your account is most likely missing the "Log on as a service" rights. Open properties for the service, go to the Log On tab and re-enter your account's password. Windows should now indicate that the rights have been added and service startup is successful.