KB482997: Troubleshooting the custom visualization exporting in MicroStrategy 2019 and above

SYMPTOM:
 
"Request timeout" error occurs when try to export a visualization in Strategy 2019 and above.  

“[Request timeout:] 60 [seconds] Unable to load resource (#38URL:http://localhost:20100/PDFExporterService/plugins/d3BoxPlot/dummy.js) Error code: 5. Description: Operation canceled Unable to load resource"

 
 
CAUSE:
 
Currently new export engine only redirects resource requests have URL starts with file://../plugins/ to Web Server; for the ones have URL starts with http:// are treated as the internet requests, regardless of the hostname,  it will not be redirected.
 
 
ACTION:
 

• "Request timeout" indicates either the rendering timeout or resource timeout was hit during the export request. Refer to Technical Document below to increase the New Export Engine's rendering timeout setting.

 
KB440497: How to increase the PDF Export Engine rendering and resource timeouts in MicroStrategy Secure Enterprise 10.6 and later
 

• The error also occurs when request timeout setting of MSTR Web is shorter than the time required by New Export Engine to finish rendering.
   

The error message since 10.7 is “An error has occurred on this page. Possible reasons: a) The Request timeout value has been exceeded, b) Server busy timeout value has been exceeded. Please contact your administrator to increase the timeout value in Web Administrator page and try again.”
 
The default request timeout setting of MSTR Web is 40 seconds and it can be changed on “Administrator Page”->” WEB SERVER”->” Intelligence Servers”->” Default properties”->”Request timeout”.
 
The default rendering timeout setting of NEE is 60 seconds and it can be changed on application.properties file by adding setting “exporter.phantomjs.rendering.timeout = 60”.
 
 

• By default, NewExportEngine.log doesn’t have detailed request timeout info in NewExportEngine.log. To enable it, change the application.properties file by adding below setting and restart the export engine.

            logging.level.root = info
            logging.level.kafka = trace

 
NewExportEngine.log location:

            If Kafuka logging is enabled
           <INSTALL_PATH>/IntelligenceServer/PDFExportService/NewExportEngine.log
      If Kafuka logging is not enabled
           <LOG_PATH>/DSSErrors/NewExportEngine.log

 
 
 WORKAROUND:
 
Use URL file://../plugins/d3BoxPlot/dummy.js instead of document.location.protocol+"//"+ document.location.hostname+":"+document.location.port+"/"+(document.location.pathname.match(/[^\/]+\/+/g))[0]+"plugins"+"/d3BoxPlot/dummy.js".
 
 
 
Article Reference Number: KB482997