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Users are unable to run Flexmonster Reports

Monisha asked on April 18, 2019

Issue Description: We have been experiencing a large number of support issues related to Flex. Users are unable to view reports and it has caused a great inconvenience for our organization. 

  • While testing we noticed that the reports were running fine on Safari and Firefox browsers, however when we switched to Chrome all users were experiencing the same issues listed below.
  • We also noticed that we were using an earlier version of Flexmonster (2.7.2) and upgraded to version 2.7.3 using the JSON variant this morning. Since then some of our users are able to run reports on all browsers but some are still receiving the errors and unable to run most of the reports.

Issue Details: 

  1. “JSON data is invalid” – only appears to happen in Chrome on some machines; shows up as soon as my browser receives response headers but before the report data is finished downloading
  2. Sporadic hanging – while Flexmonster is presumably parsing our report data before populating the UI, the process will abruptly stop and loading text will freeze (e.g. “loaded 1 234 KB”) – browser console shows an error message along the lines of “could not read property ‘item_id’ of undefined” 
  3. Sometimes the loading pop up message will go away but users get a blank or empty report.

Please see attached screenshots. We hope to get in touch with the support as soon as possible so that we can resolve this issue at the earliest.
Thanks, please feel free to reach out via email to me – monisha.*******@*****.com or on my cell: 480-***-****.

3 answers

Public
Vera Didenko Flexmonster April 19, 2019

Hello, Monisha,
 

Thank you for writing to us and providing screenshots illustrating the issues.
 

Please find our answers below:
 

1) About “JSON data is invalid” error:
 

This error can occur when instead of connecting to a JSON data source the user tries to connect to a JSON report.

For example, if in the Toolbar the user selects Connect > To local JSON or Connect > To remote JSON and provides a JSON report instead of data, then the  “JSON data is invalid” error message will pop-up. 
 

We would like to point out that JSON data differs from a JSON report: JSON data is ordinary data that is to be displayed, whereas the JSON report is a saved state of the set aspects of the pivot table and pivot charts configurations and has a different structure.
 

Please make sure that when connecting to a JSON data source, a JSON data source is specified and not a JSON report.
 
 

2) About sporadic hanging: 
 

Please send us sample data, report, and version of the browser that is being used, so we may be able to help you solve the problem.
This will greatly help us to find the best solution for your case.
 
 

3) About the blank or empty report issue:
 

The reason for this problem is similar to the “JSON data is invalid” one.
In this case, the issue can occur when instead of loading a JSON report the user tries to open a JSON data source.
 

For example, if in the Toolbar the user selects Open > Local report or Open > Remote report and provides a JSON data source instead of a JSON report, the result will be a blank or empty report.

Please make sure that when opening a JSON report, a JSON report is specified and not a JSON data source.

Please let us know if the above explanations helped to resolve to issues.
 

We are looking forward to hearing from you.

Best Regards,
Vera

Public
Lee-ann Dunton April 19, 2019

Hi there,
 
I’m following up for Monisha on this issue, as we’re working on this issue together.
 
Regarding #2, I’ve opened up a separate ticket for this with specific information relating to that issue.
 
For the JSON issues you mentioned, we have multiple users running the same reports. The JSON error is not consistent & has only just started happening over the past few weeks for users. One user can run a report and have it return the JSON message, only to reload the same report a few minutes later (with the same parameters) & have it load just fine.

There appears to be little to no consistency between who’s getting the error, what system they’re using, etc. The only consistency we’ve found thus far is that this is only occurring in Chrome (not in Firefox/Safari/Edge).

These are saved reports that are already directly connected to a JSON data source. The user is not connecting to anything manually.

Can you tell me what specific information I can shoot over to you in order to better troubleshoot this issue? If a webex will help, I can also arrange that.
 
Please advise.
Thanks,
Lee-ann

Public
Vera Didenko Flexmonster April 22, 2019

Hello, Lee-ann,
 
Thank you for your prompt reply and for providing more details about the problem.
 
Please provide us with the following information, so we may be able to help you solve the problem:

1) A sample report which fails to load.
2) A code sample of how Flexmonster is initialized and how the data is loaded into Flexmonster.
 
Please note that the above information is essential in order for us to be able to reproduce the problem on our end, determine the cause, and provide a solution which will work best for your case.
 
We are looking forward to hearing from you.
 
Best Regards,
Vera

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