Getting error running billing report.
500
Could you tell me what version you are on, how many users you have in the system and the size of your SQL database? It sounds like it is running the query very slowly and if the database isn’t being truncated by backups, it could be inflated quite a bit
lthompson Topic starter
2024-07-03 10:34
VERSION: 3.2.1007.1
TOTAL LICENSED USERS: 10249
414 users, 403 mailboxes
looks like 336 MB
KMI Support 2024-07-03 15:41
Let me repro this and make sure it isn’t happening for others. Outside of that, I think we may need to do a remote session.
Can you share the resources of your SQL server (mainly how much memory the server has)
lthompson Topic starter
2024-07-03 16:44
its on the exchange server but the server has 48 GB of memory. Memory usage is about 57%. Server 2019, Exchange 2019
KMI Support 2024-07-05 08:02
I wasn’t able to reproduce this, so I may need to give you a SQL query to run in SQL Server Management Studio to see if it completes there. I assume this is the global mailbox plan billing report and not for a specific company, correct?
KMI Support 2024-07-07 21:10
Just curious, but if you schedule this report in CloudPanel, does it successfully send the report or does that fail with a timeout as well?
lthompson Topic starter
2024-07-08 16:16
i didnt have any scheduled always did manually. i set it with a schedule. i did not get a report. i did not get an error scheduling it either. where do i check for errors on scheduled reports?
KMI Support 2024-07-08 19:36
That would be on the CloudPanel service log files, so you would want to make sure your service is running and is up to date with the same version.
Can you make a backup copy of the CloudPanel.Report.dll file in c:\Program Files (x86)\Know More IT\CloudPanel\bin and email it to support@knowmoreit.io? I would also like a copy of the entire c:\Program Files (x86)\Know More IT\CloudPanel\Logs folder. My guess is, your StatMailboxSizes and/or StatMailboxArchiveSizes has a lot of rows, possibly due to the interval set. After you email the logs, can you go to the CloudPanel settings page, click CloudPanel service on the left, and tell me what interval you have for getting mailbox sizes?
lthompson Topic starter
2024-08-07 11:32
Is there any update to this. It has been a month. Thank you.
KMI Support 2024-08-08 07:46
Hi @lthompson,
Yes, we apologize for that but we are trying to wrap up our new version which had quite a bit of changes. We haven’t had an issue reported for this particular issue but have added a fix in the latest release. Since the next release had so many changes due to the M365 integration, we are just trying to make sure everything is good before allowing public downloads.
lthompson Topic starter
2024-09-04 19:07
Is there any update to this. I have not been able to completely use this product features for several months now. If a new release is going to be months away I need another resolution to make reporting work again.
KMI Support 2024-09-04 21:24
I suggest we do a remote session and let me look further into your environment since we haven’t had any reports of this report failing for others (we reached out to a couple). We will need to install Wireshark, have access to SQL on the remote session and potentially recycle the IIS application pool for testing. We can schedule this after hours if you prefer.
lthompson Topic starter
2024-09-06 08:18
When do you want to do this? The dashboard and email statistics are not displaying anything either. I think there is something more going on with the software than just the reports timing out.
I have installed wireshark on the server.
KMI Support 2024-09-06 08:24
Can you go to the CloudPanel admin page, click on the CloudPanel Service section, and adjust the intervals down from 720 minutes to 360 minutes? Then restart the CloudPanel Service.
Once you do this, wait a couple of minutes and send the entire log folder for the service to support@knowmoreit.io and let me look at it before we do a remote session?
