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Troubleshooting Notifications / Scheduled Reports

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Modified on Fri, 30 May 2014 09:50 AM Categorized as Troubleshooting
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Overview

This article provides possible resolutions when you are either not receiving the email notifications or when you get the notification but there is no image attached.

Not receiving Email Notification



  • Test the Notification Service by browsing to the http://dashboardURL/NotificationService.svc page. For example, if your server name is server1 and running on port 7000, you can test the url http://server1:7000/NotificationService.svc. If the service is working, you should receive a page with the following message:
    This is a part of the message you'll see. There will be other content on the page.

    This is a part of the message you'll see. There will be other content on the page.


    If you get "Service Unavailable - HTTP Error 503. The service is unavailable.", verify if the App Pool is running. If you get "This page can’t be displayed" or "Unable to connect", make sure that the website is running.

  • If your Notifications requires the Image Creation Service (ICS) to run, e.g., if you are sending images in the notifications, then check for the ICS service by browsing to the imageCreationServiceURL in the application's config file and the imageCreationHostUrl mentioned in the ICS config file. You should get a service page similar to the Notifications page above. If you don't, then check if the ICS is turned on or the service is running.

  • Make sure your notification prerequisites are setup correctly. This includes configuring your email provider correctly and making sure that the email account specified has the necessary permissions to send emails over the network. Note that the user that runs the Dundas application pool should also have the permissions to send emails over the network.

  • Ensure that the Dundas Dashboard Scheduler Service is running. If it is already running, try to force STOP-START of the service.

  • Make sure there are no firewall settings on the network blocking the sending of emails from the application.

  • Test your SMTP services using tools such as Telnet or any other SMTP diagnostics tools that are used to test the email server. This will give you the confirmation whether the email account is allowed to send the emails over the email server.

  • Check for errors on the SchedulerListener log. If there was an issue with the scheduling process being run, the details of the error will be captured in this log.
    Note: Most scheduling processes will be captured in this log. So if you have scheduled caching enabled, it will also get captured here along with the scheduled notifications and you will have to sift through the log to check the records related to notifications. Sometimes, errors related to caching will also give an indication of whether there is an issue with the scheduler itself. In such cases, it might help to cancel the caching and test only the notifications separately.

    Note: If nothing is being written on the Scheduler Log, it is possible that the Scheduler Service account being used does not have adequate permissions as listed here. Try to change the account to one with adequate permission.

    Note: Another possible reason why nothing is written on the Scheduler Log: For Scheduled Notifications, it is possible that Notifications are not sent on time when the Notification is created from the client machine, and the client machine's time is different from the server time. A workaround here is to try to create the Notification from the server. See the Known Issues page for details.


  • Check all your scheduled jobs, like Data Import and Sync Caching. Jobs running simultaneously might cause problems. For example, you have scheduled a notification to run while Sync Caching is running. Try to schedule the jobs accordingly.

  • If you have multiple notifications scheduled at the same time, try to stagger the schedule by adding at least one minute interval between jobs.

  • Check the Windows Event Logs for and related errors.

  • Check the Dundas Dashboard Application Logs for errors. These logs are located in the folder C:\Program Files\Dundas Data Visualization Inc\Dundas Dashboard\Instance_Name\www\App_Data\Logs. The errors with the email plug-in are also captured in those logs.


Troubleshooting - Check what (or what does not) work

  1. Generate the file instead of sending the notification/report as email:
    • For Notifications, use the specifiedPickupDirectory or Create File options to check if there is an issue with the email delivery. These options create a file on the server to the folder specified and you need to ensure that the app pool user that runs Dundas Dashboard has the full permissions to the folder specified.
      • specifiedPickupDirectory option will create an .eml file.
      • Create File option will create a .PNG image file. To use this you need to ensure that the Image Creation Service is installed and configured.
    • For Scheduled Report, try to use the File delivery option:
      Result: If the file is generated, the problem could be with the email settings... proceed with Test#2 below. If the file is not generated, there could be a problem with the account your Scheduler and/or Image Creation services are using.
  2. Try to use an Annotation-based notification and see if you get the email notification. Make sure you're annotating on the correct metric.
    Result: If you receive the email, this means that your email provider/settings are configured properly. If you did not receive the email, proceed with the Test#3 below.
  3. Use public email account. It may be possible that the "mailSettings" information provided by your mail administrator is incorrect, thus you're not receiving the email notification. You can try a third party SMTP account such as gmail, and see if you receive the notification/report. You need to change the config file as below:
    <smtp deliveryMethod="network" from="yourtestemail@gmail.com">
    <network
    host="smtp.gmail.com"
    port="587"
    enableSsl="true"
    userName="yourtestemail@gmail.com"
    password="yourpassword"
    />
    </smtp>

    Make sure you’ve Restarted the Dundas Dashboard Website after updating the configuration file.
    Result: If you received the email, this means that there is a problem with the email account you're previously using (e.g. your internal/company email), or there could be some restrictions in place on your mail server. For example, certain file type as attachments may not be allowed, or there could be spam filters, etc. Check with your Mail Server admin.

Email Notification received, but no image included

Possible Resolutions:
  • Ensure that the Image Creation service for your Dundas Dashboard instance is running. If it is already running, try to force STOP-START of the service.
    • If there is no Image Creation service for this instance in the list of services, it is possible that you have not yet installed Image Creation Service.
  • Check for the ICS service by browsing to the imageCreationServiceURL in the application's config file and the imageCreationHostUrl mentioned in the ICS config file. You should get a service page similar to the Notifications page above. If you don't, then check if the ICS is turned on or the service is running.
  • If you have multiple notifications scheduled at the same time, try to stagger the schedule by adding at least one minute interval between jobs.
  • Try to View the Dashboard and Share as Image. If not successful, check the article on Configuring the Image Creation Service.
  • Check if you have the latest Windows Updates installed.

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