sFTP reports stuck in 'running' status

[karennield]

I have been running several reports daily via a sFTP schedule with no issues. Today however, some of the reports are stuck in a 'running' status. When I have tried to run the specific reports manually the status stays at 'pending'.

The sFTP settings have not changed at all - please advise

[karennield]

Hi Melissa, thank you for your reply.

The reports have since burst into life - thankfully!

The reports were created some time ago and have been running with no issues for a few months now. It seemed odd that they stayed in the status of 'running' and did not move on, after investigation I checked if there were any issues with the servers in the background and one had switched off, I switched it back on and after another 7 hours the reports ran.

Please advise as to where I submit a case for support for future reference?

Thank you

Karen

[melissametropol]

Hello Karen,

A report usually times out due to the amount and type of data that it is extracting. If the run time is too long and your browser page becomes unresponsive, check the Status of the report run in Previous Runs tab. For security purposes, only the user who created the schedule can complete this action and they can view two runs related to the schedule:

1. Click Analytics > Report Outputs or
2. Locate the report and click Previous Runs

• If status is Error, the report failed to execute and the issue is with report execution, not SFTP delivery. (i.e. a time out error)
• If the report is In Progress, and you are not receiving output, the report is still running and you may need to wait for the status to change.
• If it shows Completed, even though the browser page timed out, the report executes and you can click Download to retrieve the output.

In case the report took too long to execute and/or failed, check the report structure:

Are there more than 50 fields in the report? Are the fields from multiple modules, different than the base module?

• Lower the number of fields, especially if they are not from closely related modules

Are there summary and formula fields that would make the run time longer?

• Try removing a couple of these as initial troubleshooting

Is there a date range filter added?

• If there is not date scope filter, add it to restrict the amount of data this report is pulling. If the period is a couple of years, make it shorter and run the report multiple times with different time period

Is there a Rate Category filter and how many categories are selected for the run?

• This filter adds and additional column in the output for each selected rate category. Lower the number of rate categories selected and run the report

If you have completed this initial troubleshooting and the cause is not determined, submit a case to Support with:

• Your username
• The report name
• SFTP server URL and username

Thank you and I hope this or next steps will help.

Melissa