For troubleshooting information and support, consult the MicroStrategy Knowledge Base. If you require additional information not found in the Knowledge Base or listed below in these release notes, contact Technical Support.

Known issues

Refer to the troubleshooting known issues section below for a list of troubleshooting steps available for some of the known issues in this MicroStrategy release.

Resolved issues

For a complete list of all the issues resolved in this MicroStrategy release, consult the Knowledge Base technical note .

Troubleshooting

The troubleshooting techniques and procedures for MicroStrategy Web are broken up into the following sections:

• Troubleshooting Known Issues
• Installation
• General Troubleshooting

Troubleshooting known issues

Issues that have a prefix of S (S#####) are customer cases that can be tracked through MicroStrategy Technical Support. Those that are prefixed with T (T#####) are MicroStrategy internal issues. Internal issue numbers do not correlate to customer case numbers.

General

• All MicroStrategy Web users that are licensed for MicroStrategy Report Services may view and interact with a document in Flash Mode. Certain interactions in Flash Mode have additional licensing requirements:
  
  
  • Users are required to license MicroStrategy Web Analyst in order to pivot row or column position in a grid or cross-tabular grid of data in Flash Mode.
  • Users are required to license MicroStrategy Web Professional in order to modify the properties of Widgets used in a document in Flash Mode.

• Symptom: Attribute elements with Image, HTML, or Hyperlink data types are not displayed in grids in Flash Mode, although they are displayed in other Web display modes.
  Cause: Known issue in Flash Mode. Flash Mode does not currently support attribute elements with image, HTML, or Hyperlink data types.
  
  
• Symptom: Hyperlinks do not work in Flash dashboards delivered through Narrowcast Server as a subscription, although they do work when the Flash dashboards are delivered via Send Now.
  Cause: Known issue in Flash Mode.
   
• Office-enabled export only works for Report Services documents opened in a stand-alone Excel instance rather than within the context of Internet Explorer (T211409). To do so, open Internet Explorer and select Tools, and then Folder options. Click on the File Types tab, select XLS, and click the Advanced button. Under the Edit File Type dialog, select the Open action and clear the check box to 'Browse in same window.' Click OK to save your changes.
   
• Microsoft Internet Explorer users might encounter small fonts on the report or Design mode page if the browser cache settings are set to 'Automatic'. To resolve this problem, set the option in Tools > Internet Options > Temporary Internet File Settings to 'Every visit to the page'.
   
• Hitting the browser Stop button or <escape> sometimes does not halt a user action if DHTML usage is enabled. The browser does not handle the request and continues with the last requested action. To resolve this issue, use the Cancel button provided through the MicroStrategy Web Universal feedback dialog (T140679).
  

Graph behavior and inconsistencies in Flash Mode: Some graph objects are displayed differently in Flash Mode than they are in other Web display modes, as noted below. When possible, attempt to resolve each issue as suggested below:

• The graph and its legend may appear somewhat larger in Flash Mode than they do in other Web display modes. In such cases, adjust the size of the graph and legend in MicroStrategy Developer so that they are displayed as desired in Flash Mode. Note that font rotation is not supported in Flash Mode.
  
  
• When the minimum, maximum, and interval properties for the graph’s axes are not explicitly specified, Flash Mode automatically renders the axis labels based on the data on the graph. In some cases, the axis labels may be positioned differently in Flash Mode than they are in other Web display modes. Set the properties to maintain a consistent look for the graph in all display modes.
  
  
• The size of text in graphs may be different in Flash Mode when compared to other Web display modes. If this issue occurs, while viewing a graph in MicroStrategy Developer, from the Graph menu, select Graph Preferences. In the Graph Preferences dialog box, select the Size tab. Select the Use a fixed size check box and adjust the font size of the text. Try using a DHTML display mode font size-to-Flash Mode font size ratio of 3:2.
  
  
• Data labels are not displayed for Bubble graphs when the data labels are set to Label, Bubble Size, or Label and Bubble Size in MicroStrategy Developer. To work around this issue, set the data labels to an option other than these three options.
  

International

• Japanese graphs using any custom styles display incorrect characters such as squares. The workaround is to apply non-custom styles or manually apply Japanese fonts (T220941).
   
• Report Services documents exported to Excel in traditional Chinese include a wrong file name. The workaround is to manually rename the file (T209991).
   
• Japanese currency is displayed as "\" when exporting grids to an English version of Excel. The workaround is to modify the value of the parameter 'excelDirectExport' to true in the web.xml file (under C:\Program Files\MicroStrategy\Web ASPx\WEB-INF) (T158473).
   
• Japanese/Korean - problems exporting attribute elements formatted with w-byte-specific font (starting with @) to PDF. A font name with a "@" before it means 90 degree rotation for each character (T298214).
  
  The current version of the PDF exporting feature doesn't support the orientation for each character, and uses the font name with "@" before it to search for a font file. Such a font file doesn't exist, so a default font is used to replace the "@..." font. This causes the Japanese string to be displayed incorrectly, or to not be displayed at all. A small modification has been made to let the PDF Exporter ignore "@" character before any font name. Thus, the Japanese string will be displayed with the correct font, but without the 90 degree rotation. Another issue has been logged for PDF to support character orientation.
   
• The calendar control and date format for reports in grid view use the English US date format (mm/dd/yyyy) instead of the French date formatting (dd/mm/yyyy) if Intelligence Server runs on an English machine. This makes date prompt reports fail when they are executed. When a French Intelligence Server (on Windows) is used, date formatting is correct.

Installation

Symptom: During the installation of a MicroStrategy product, this error is displayed: "An error occurred during the data transfer process-106" and the install does not finish successfully.
Resolution: The official description for this error code is "Unable to decompress a file". The source of this error is a weak network during installation. A file was not completely copied to the target machine because of network congestion, causing this error in InstallShield. Copy the install files locally or wait until the network response time improves.

Symptom: When going to the MicroStrategy Web page, an error is displayed with the following code: (<%@ Page Language="vb" AutoEventWireup="false" Codebehind="Main.aspx.vb" Inherits="ASPxMSTRWeb.Main" %>)
Cause: The .aspx application mapping in IIS is improperly configured.
Resolution: Go under the IIS manager, right-click the MicroStrategy virtual directory, click Properties, and then select Configuration. You should see a list of extensions and their DLL execution paths. Verify that both .aspx and .asp are listed here (if not, add them), and that they map to the aspnet_isapi.dll under C:\WINNT\Microsoft.NET\Framework\v1.1.4322.

Symptom: When going to the MicroStrategy Web page, an error appears is displayed in line 86 (<system.diagnostics>) of the MicroStrategy web.config file.
Cause: There could have been some problems while setting certain security permissions on files during the installation.
Resolution: Make sure that the ASPNET user account has full permissions on the log folder under C:\Program Files\MicroStrategy\Web ASPx\WEB-INF. Also make sure that the ASPNET user account has read and read&execute privileges on all the Web*.jar files under C:\Program Files\Common Files\MicroStrategy... Restart IIS, and you should now be able to access the MicroStrategy Web page.

Supporting IIS 7 or IIS 7.5 as a web server for MicroStrategy Web or Web Universal

If you plan to use IIS 7 or IIS 7.5 as the web server for MicroStrategy Web or Web Universal, you must ensure that some IIS options are enabled prior to installing MicroStrategy. The procedure below describes how to enable the options that are required to support IIS 7 or IIS 7.5 as a web server for MicroStrategy Web or Web Universal.

Warning: The third-party products discussed below are manufactured by vendors independent of MicroStrategy, and the steps to configure these products is subject to change. Refer to the appropriate Microsoft documentation for steps to configure IIS 7 or IIS 7.5.

1. On a Windows machine, open the Control Panel.
2. Double-click Programs and Features.
3. Click the Turn Windows features on or off task. The Windows Features dialog box opens.
4. Expand Internet Information Services, and select the following options:
   1. Expand Web Management Tools and select:
      • IIS Management Console
      • IIS Management Scripts and Tools
      • IIS Management Service
   2. Expand World Wide Web Services, then expand Application Development Features, and select:
      • .NET Extensibility
      • ASP.NET
      • ISAPI Extensions
      • ISAPI Filters
   3. Within World Wide Web Services, expand Common Http Features, and select:
      • Default Document
      • Static Content
   4. Expand Security, and select:
      • Request Filtering
      • Windows Authentication
5. Click OK to save your changes.

General troubleshooting

Symptom: The map markers of a Map widget included in a document are displayed as all the same color, rather than the colors that should be displayed due to threshold formatting.
Cause: In MicroStrategy 9.3, the thresholds for map markers apply colors based on the fill color of the threshold. In previous releases, these thresholds applied colors based on the font color of the threshold.
Resolution: After upgrading to MicroStrategy 9.3.x, you must modify map marker thresholds to use the fill color to define the color of map markers.

Symptom: Timeout issues occur when large documents are edited.
Resolution: To edit a document with a very large number of objects, you may need to set the MicroStrategy API timeout, the ASP.NET timeout and the IE timeout appropriately:

1. The ASP.NET timeout is 90 seconds by default. It can be found in the machine.config file under C:\Winnt\Microsoft.Net\Framework\v1.1.4322\config (look for the string '<httpRuntime executionTimeout="90"'). After modifying it, restart IIS.
2. The MicroStrategy API timeout is 180 seconds by default. To modify it, you will need to go under the MicroStrategy Web Administrator page, click on Default Properties under Intelligence Servers and look for the Request Timeout parameter.
3. Finally, the Internet Explorer browser has a five minute timeout. To change it, you must add the following registry value: [HKEY_CURRENT_USER\Software\Microsoft\Windows\CurrentVersion\Internet Settings]”ReceiveTimeout”=dword:00124f80.
   This registry sets the timeout to 20 minutes since 00124f80 is the hexadecimal equivalent of 1,200,000.

Symptom: Problems occur when large documents are manipulated; manipulations are lost or a login page appears.
Cause: The maximum request header length used by ASP.NET by default (4096Kb) may not be enough when manipulating documents with a very large number of objects. This can result in an error page because the state of the document was incomplete, or even a login page because the session state was lost.
Resolution: In order to increase the maximum request header length setting for the ASP.NET infrastructure, you will need to edit machine.config file under C:\Winnt\Microsoft.Net\Framework\v1.1.4322\config (look for the string '<httpRuntime maxRequestLength="4096"'). After modifying it, you will need to restart IIS.

Symptom: Web re-prompts the user for a login/password after 20 minutes of idle time even if the Web user session idle time was set higher.
Cause: MicroStrategy Web 7.5 and above saves the Intelligence Server session information in a session object on the .NET side. This infrastructure provides its own session management and, in particular, defines a timeout after which the session object is released if it has not been accessed after a certain time (to free up some memory). 
Resolution:

1. Modify the timeout for the session object inside the .Net infrastructure and make it the same as the session idle timeout for Web. For this, you can edit the machine.config file under C:\WINNT\Microsoft.Net\Framework\v1.1.4322\CONFIG, and find the timeout attribute for the sessionState. It is set to timeout="20" by default which means 20 min. Modify it accordingly, and restart the ASP.NET process.
2. Alternatively, it is also possible to save the session information in temporary cookies (in the same way previous versions of MicroStrategy Web did), but this is less recommended. In order to do that, go under the security tab in the MicroStrategy Web Administrator page, and check the checkbox 'store IServer session...' in the cookies security level.

Symptom: Import answers for a prompt as a text file is not working.
Cause: The ASPNET user does not have access to the temp directory on the Web server machine.
Resolution: Consult the technical note TN5600-750-1158 for Windows 2003. 

Symptom: Export to PDF returns a blank page.
Cause: This can happen if Internet Explorer is unable to save the PDF on the client machine for display
Resolution: From the Tools menu in Internet Explorer, select Internet Options and click on the Delete Files button for the Temporary Internet Files. Select the check box to delete all offline content and proceed. After this is done, try to export to PDF again.

Symptom: Problems occur when accessing the MicroStrategy Web Administrator Page.
Background: If you are not logged in as an Administrator on the Web server machine, you get a login dialog box. If you do not provide an Administrator login, you receive Error 401.1 Unauthorized: Logon Failed. 
Resolution: To solve this problem, contact your administrator so he or she can provide you with Administrator privileges and the necessary login information.

Symptom: Double-byte fonts aren't available in the Formatting dialog box.
Cause: Incorrect XML files are being used.
Resolution: Check under the WEB-INF/xml/config directory, and look for fontNamesPicker_ja.xml (Japanese), fontNamesPicker_ko.xml (Korean), fontNamesPicker_zh.xml (Simplified Chinese), and fontNamesPicker_zh_tw.xml (Traditional Chinese). The administrator needs to backup the original fontNamesPicker.xml and remove the file suffix so the file is named fontNamesPicker.xml instead or the out of the box file.

Symptom: Problems occur when document objects are run in double-byte languages.
Resolution: When creating document objects, you should be aware that there are XSLs for single-byte languages and special XSL files used only for double-byte languages. The single-byte XSLs are stored in the XSL directory under Developer. The double-byte XSLs are stored in the XSL\db directory under Developer. For more information, refer to technical note TN5600-007-0022.

Symptom: When you run a document, the following error occurs: "Unable to open the Document's HTML template file. DSSDocumentSenderTask::Run(): Error generating the Document HTML output, job 96, HR=-2147468892."
Resolution: If you are sure that the HTML file is correct and in the right place, MicroStrategy Intelligence Server probably cannot access the HTML file. If MicroStrategy Intelligence Server is running as an application, ensure that the network/local login on that server machine has access to the directory containing the HTML files. If MicroStrategy Intelligence Server is running as a service, ensure that the service is running under a network/local account that has access to the directory with the HTML files.

Symptom: Users cannot see any folders or reports.
Resolution: Check user permissions and privileges to ensure that the appropriate security access to the folders and reports has been set up.