These errors are ones that Bonterra support can typically resolve by engaging our Cloud Operations team. These errors typically mean that the server is experiencing high traffic. These can be reported to support at firstname.lastname@example.org or 886-732-3560 ex2.
Illegal Access to the Viewer
Server Error in '/' Application
Reporting Timeout Errors
If your session in ETO Results or ETO has expired you may experience a variety of session is terminated errors. Restarting the ETO Results platform or your ETO altogether will resolve these errors.
You should run an internet speed test to be sure your internet speed is reaching our recommended speeds 15 Up / 17 Down.
Reporting sessions remain valid as long as your ETO session has not expired. ETO Sessions stay valid based on ETO activity and timeout settings (My Site NEW).
Individual reports will timeout after 20 minutes of inactivity. Activity is only counted by pressing the 'Save' action counts as activity. Please save your report often when working on it for longer periods of time.
Status 500 - Internal Error
This error is a timeout error. Users receive this error upon opening ETO Results. If this occurs, this means the last ETO Results session did not close completely. Closing this tab and re-opening ETO Results will resolve the problem.
Users who share devices may experience this error the most frequently. Closing your entire browser when logging out of ETO to clear the browsers cache can help mitigate the error.
Let our support teams know if this error is impacting your organizations ability to run reports.
General errors can usually be resolved with some quick changes. Feel free to contact our support team is you need additional assistance resolving one of these reporting errors. Our teams will do our best to point you in the best direction for resolving or understanding the errors.
Universe needs to be re-flattened to accommodate re-scoped demographics.
Likely the variable/formula needs more context to support the desired function. Add qualifiers to the end of the statement to give the variable/formula more context. Ex. IN()
The variable/formula has likely broken due to a changed Object name or data piece. Or the data contained in the variable/formula is incompatible. Troubleshoot the variable/formula by simplifying it, checking the containing formulas for accuracy, and check the data coming in to the variable is correctly formatted.
Report Dashboard Won't Load
If the Reporting Dashboard will not load in your local office, please make sure your Upload/Download speeds are at at least 15 Up/ 17 Down. If this is fine, you may need to contact your IT department to restart your DNS server records. Sometimes there are stale records that may need to be refreshed.
Robot Errors with Reports
Robot Errors when using quick links to reports.
Robot Errors on all reports (Robot when Accessing Reports)
Error 63000 - 63007
ETO uses ports 63000 - 63010 and, sometimes, Firewalls on your desktop misinterpret the port as a threat. To enable the port's in Windows 10, see the instructions here.
The "SQL is not ready" error is a generic error that Webi presents when it does not have a specific description of an error it is experiencing. It can be quite difficult to narrow down the specific cause. See the following article for more troubleshooting information.