Scheduling Troubleshooting

General Information

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The Scheduling Service will need access to:

• its configuration files, detailed on Scheduling Installation#Configuration Files,
• the XLCubed Web Edition web services, via HTTP or HTTPS,
• the SMTP server where emails are to be sent.

File-based Repositories

The Scheduling error log can be found in the XLCubed Web Edition Repository, under the __xlcubed__\__scheduling__ subfolder. For example, if XLCubed is installed in the standard location, it can be found here:

C:\inetpub\wwwroot\XLCubedWeb\Repository\__xlcubed__\__scheduling__\error.log

SQL Repositories

Note that if the SQL Repository is being used, then the error log is stored in the database. You can use the Administration application to view it, using the Admin > Logs > Schedule Log menu item.

When the SQL Repository is being used, logs (including errors) for individual schedules are available in the Manage Schedules form in the Excel client. These are viewable for Administrators by right-clicking on the schedule, then choosing Manage... and switching to the Run History tab.

Standard Installation Troubleshooting

The XLCubed Scheduling Service immediately stops

More information will be logged to the Windows Application Event log. Please use Event Viewer to view the detail then search here for more information.

Users cannot access the Scheduling feature

File permissions should be set on Xml\Security\scheduling.xml file as described in this article. For SQL Repository installations, please see the section below.

Emails contain an incorrect server address when sending links to reports

The Public web address setting needs to be set in the XLCubedWeb Management Console. You will need to restart the Scheduling service after setting this.

Scheduling with SQL Repository Troubleshooting

In addition to the problems described in the Standard Installation Troubleshooting section, the following problems may occur.

Service cannot start, reporting Cannot open database

The following may be reported in the Windows Application Event log:

Service cannot be started. System.Data.SqlClient.SqlException (0x80131904): Cannot open database "DatabaseName" requested by the login. The login failed. Login failed for user 'UserName'.

The XLCubed Scheduling service user must be given access to the database. Add the user to the SQL database and map it to the XLCUBED_SCHEDULER role.

Service cannot start, reporting No access to website

The following may be reported in the Windows Application Event log:

Service cannot be started. System.ServiceModel.FaultException`1[System.ServiceModel.ExceptionDetail]: No access to website

Using the Administration application, open the Admin > System Settings dialog. If the Group membership required for access to XLCubedWeb field is set, then ensure that the XLCubed Scheduling service user is a member of that group.

Service cannot start, reporting The EXECUTE permission was denied

The following may be reported in the Windows Application Event log:

Service cannot be started. System.Data.SqlClient.SqlException (0x80131904): The EXECUTE permission was denied on the object 'ap_XL3_LogSchedule', database 'DatabaseName', schema 'dbo'.

The XLCubed Scheduling service user must be mapped to the XLCUBED_SCHEDULER role in the SQL database.

No reports are sent

This may be caused be several things:

No SMTP server is correctly configured, or no server has Is Global set to Y

Configure an SMTP server for the Scheduler to use, and set its Is Global column to Y

If in the Administration application, the Scheduling log reports The Scheduling Service has been started successfully correctly but not The configuration files were reloaded.

The XLCubed Scheduling service cannot access the schedules, possibly due to incorrect IIS security settings (see Scheduling Installation#Authentication Mode for how to configure Basic Authentication).

Users cannot access the Scheduling feature

In the Administration application, select the users or groups that should have access and add the Can schedule reports property

Common Error Messages

PDF Problems

The scheduled reports may suffer from problems as described on this page, even when PDF printing works for normal users. Note that the permissions on the Temp folder must be set for the Scheduling service user.

SendTimeout too short

If the SendTimeout on the relevant XLCubed Web Edition webservice is set too low, then an error similar to this one can be reported in the scheduling error log:

System.TimeoutException: The request channel timed out while waiting for a reply after 00:00:58.0399638.

By default, this timeout is set to 1 minute. In order to change this setting, use the Configure XLCubed Web Edition start menu utility to set the timeout to a larger value. You will need to restart the XLCubed Scheduling service after making any changes. Please note that this setting is available from version 7.2.37.0.

MessageSecurityException occurs when sending a Scheduled Report

The following exception may be recorded in the scheduling error log or in a failure email:

System.ServiceModel.Security.MessageSecurityException: The HTTP request is unauthorized with client authentication scheme 'Ntlm'. The authentication header received from the server was 'Negotiate,NTLM'. ---> System.Net.WebException: The remote server returned an error: (401) Unauthorized.

This issue can occur from Windows Server 2003 SP1 onwards, as described in this Microsoft Support article (926642). To resolve the issue, the DisableLoopbackCheck registry should be created here:

HKEY_LOCAL_MACHINE\SYSTEM\CurrentControlSet\Control\Lsa
Value name: DisableLoopbackCheck
Type: DWORD
Value: 1

You should also create a BackConnectionHostNames registry key, which contains the hostname and the FQDN for the website on separate lines:

HKEY_LOCAL_MACHINE\SYSTEM\CurrentControlSet\Control\Lsa\MSV1_0
Value name: BackConnectionHostNames
Type: Multi-String Value
Value (example):
 xlcubedserver
 xlcubedserver.example.com

You will then need to restart the computer.

You may also need to follow the instructions found in this Microsoft Support article (281308) to disable strict name checking.

Alternatively, this exception may be recorded:

System.ServiceModel.Security.MessageSecurityException: The HTTP request is unauthorized with client authentication scheme 'Ntlm'. The authentication header received from the server was 'Basic realm="localhost"'. ---> System.Net.WebException: The remote server returned an error: (401) Unauthorized.

This issue may occur if the XLCubedWeb server and the Scheduling service are configured to use different authentication schemes. Please see how to configure XLCubed Web Edition here, and the Scheduling service here.

See Also

• Scheduling
• Scheduling Installation
• SQL Repository#Scheduling