I recently had a case where the BP was trying to export a report via Sage CRM 2023 and could not get it to work no matter what Excel option they chose. It worked and displayed on screen and in PDF but not on Excel.
At first I was not able to replicate the issue at all. I checked \Sage\CRM\CRM\WWWRoot\Temp\Temporary Report Files folder and had it side by side to the report page and ran it to check that there was a temporary file being created.
That led me to think to ask if they could possibly share with me a system health screen shot. This is what came back.
This gave me a solid indication that there possible was something wrong with Tomcat. I went over to my test system and broke apache and the interactive dahsboard on purpose to finally be able to replicate the issue.
Troubleshooted it back and realise that when the port was being shared like in other cases Tomcat related features like the dashboard and so fail to work. Here is how to make sure you can find a list of the ports and find out if there is any port conflicts or sharing.
- Open the command prompt and type “netstat –a –n”. This will tell you which ports are currently in use. Simply pick a port number which isn’t on screen, and update server.xml accordingly. You can now start Tomcat.
- Open the file and look for its port number. It’ll look something like “<Server port="10005" shutdown="SHUTDOWN">”.
Also change the setting "Customer server name for internal reqs" to point to the UAT URL and it then worked just fine.
In the end System Health dashboard really helped us narrow down what could be happening. After all these edits we had green status for all lines and most importantly exporting reports with any Excel option was now functioning as per normal.