Webtrends reports can't be displayed

Requesting help configuring WebTrends reports

[lowzodium]

I have just received a trial license of Webtrends 8.1.1, and am now having difficulty with the "Reports" feature.

I created a new Profile, and associated a webserver log file (on the local file system) with the profile. The analysis of the log file went just fine; analysis status is "Completed successfully."

Now when I try to look at any Report for this profile, I get the following error message:

"An error occurred retrieving the requested report data, please try again."

In the webtrends log file, the following is logged:

2008-01-29 16:21:50 7c8 Report load called without first calling report free.
2008-01-29 16:21:50 7c8 Releasing old report data.

Do I need to do something else in between performing analysis and attempting to view my report?

Thanks much in advance for you help!

[cgrantski]

Welcome to WebMasterWorld!

There could be several things wrong here.

Did you get those error messages in a log file or in the Status area (that you get to when you double-click on the "Completed Successfully" message)?

My first guess, since this is a new installation, is that one of the WebTrends services didn't start (Tomcat, MYSQL, etc). This can be found and fixed by looking at the Services panel on the server where the analysis program is running. Or you can restart that server.

Another guess has to do with the version of Java on the computer where you're trying to view reports.

Another guess is that there's an access privilege problem.

Another is that, although it said "completed successfully", it actually did not find any data to analyze. You said the logs are on the local file system, but I'm not sure if that meant on the box that has the analysis program installed. Make sure your file locations are all expressed in UNC format.

However, these are just guesses. I suggest that you either call or write to WT because their tech people seem to instantly know the possibilities for the individual error messages. I rely on them for this kind of thing rather than trying to muddle through. If you write to them, send them anything peculiar you see in the "Status from job sub-tasks" section of the status window I mentioned above.

Once you get these early glitches figured out you'll find that seeing the reports is extremely reliable.

[lowzodium]

Thanks much for your reply!

I don't currently have a support agreement with WT -- this is being worked on. Let me provide some additional information and comment on your best guesses as to what the problem cause may be.

The message "An error occurred retrieving the requested report data, please try again." is shown when I try to access any report or dashboard.

The status area shows the following entries:

1/29/08 3:09:53 PMJob CompletionCompleted successfully.
1/29/08 3:09:50 PMJob ProgressProcessing on <server>.
1/29/08 3:09:50 PMJob ProgressAnalysis queued on <server>.
1/29/08 3:09:30 PMJob ProgressQueued for processing.
1/29/08 3:09:30 PMJob StartingStarted.

When I look at the "sub-tasks", there is no error to be seen there, either. Would it help if I pasted the sub-task log?

Finally, the following two error log entries I obtained from the webtrends log file "prodlic_client-event-20080129-<servername>.log":

2008-01-29 16:21:50 7c8 Report load called without first calling report free.
2008-01-29 16:21:50 7c8 Releasing old report data.

I have investigated the potential error sources that you made me aware of:

* services: all Webtrends services are started and running.
* java version: J2SE 1.5.0. Bundled with Webtrends.
* access priviledges: Webtrends services are running as a user that has administrative rights on the machine.
* data to analyze: I believe that webtrends did find data to analyze. Here's an extract from the sub-tasks area of the status page:

Analysis1/29/08 2:20:59 PMTaskGenerating on-demand database: 2007/m01/d30
Analysis1/29/08 2:20:55 PMTaskVisitor Hash Merge: elapsed time: 0:00:00 (0 seconds).
Analysis1/29/08 2:20:54 PMTask6cKoq9wXC96 parsing complete: 131 records processed.
Analysis1/29/08 2:20:51 PMTaskProcessing records from Tue Jan 30 19:31:31 2007 to Tue Jan 30 21:23:29 2007.
Analysis1/29/08 2:20:51 PMTaskProcessing log files for profile: GapProfile (6cKoq9wXC96).

For good measure, I just cleaned (manually deleted) the reports directory (C:\Program Files\WebTrends\storage\reports), and re-ran analysis. The same error is shown when I try to view the re-generated reports.

Does this additional info point something out to you? I do appreciate your help much!

[lowzodium]

What do you know -- I removed and re-installed Webtrends, using the express setup option, and now the reports show fine :)

[cgrantski]

Excellent. Too bad you had this bad start. Enjoy WT --- it's a great program if you like to ask the data interesting questions --- so much power in the customization, but a lot to learn. Join the WT user forum - forums dot webtrends dot com --- for additional help besides here.