Application troubleshooting

Problem: You run a report that has an embedded drill down link and when you click the link an error is thrown: "Invalid cast exception - an error has occurred while processing this request".

Cause: Column additions in the middle of the report have caused the drill down link to break as the referenced column has been moved.

Solution: Adding a column to the middle of a report with drill downs will shift the column count below the new column by one. This can be corrected by either:

Problem: You attempt to access the ClientSpace pricing console and you receive the error "You are not authorized to view this page".

Cause: You do not have sufficient security rights to add/edit one of the Pricing Console associated functions or dataforms (Client Master, Pricing Batch, State or Code).

Solution: Update the Role security to include appropriate rights to View/Add/Edit the forms using the following steps. There are several security entities in use by the Pricing Console. The most common are:

At least View rights are also required for the related Dataform entities such as:

If any of the dataforms are secured the user will need to be in a role with appropriate rights for the dataform, such as Add or Edit rights.

See Administering Role Security.

Problem: You attempt to open the pricing console and receive SQL errors relating to Arithmetic Overflow.

Cause: Field value is not properly set or way outside normal parameters. Something such as the Admin % field being set to 150000%. Downstream calculations that use this number will fail.

Solution: Fix erroneous data

Problem: You attempt to add a new field to a dataform and receive the error "Whoops - something went wrong..." When you check the exception logs you find the slightly more detailed error: "Object reference not set to an instance of an object. URL: http://yourinstall.clientspace.net/Next/Admin
/ProjectAttribute/Detail" the system will not allow you to save the field.

Cause: You have attempted to use a field name that is already in use on the dataform. This could be a system generated field, such as CreateDate, UpdateDate, CreatedByUserID, UpdatedByUserID, etc. SQL will not allow you to create two columns on the same table with exactly the same name, hence the error.

Solution: Change the field name and re-save. Avoid using any of the names for the existing fields on the dataform, or any of the system protected fields. If you are unsure of the preexisting field names, you should run the Dataform Specification report to get a list of all the current dataform field names.

Problem: When trying to edit the Field configuration on a dataform, the following error appears:

Incorrect syntax near ','.

Incorrect syntax near the keyword 'with'. If this statement is a common table expression, an xmlnamespaces clause or a change tracking context clause, the previous statement must be terminated with a semicolon.

Cause: A lookup field does not have a Lookup Group defined and is being set as a Multiform Column. The lookup group is used to decode the column for the list, so the system effectively doesn't know how to decode the column.

Solution: Open the Lookup field that is defined as a Multiform Column and add a Lookup Group. See Configuring Lookups.

Problem: You attempt to run a merge to PDF and when the PDF opens, fields are not being displayed properly and some of the data is missing. When you check the exception logs, you find the error: "Rebuild failed: trailer not found.; Original message: Error reading string at file pointer #######"

Cause: Adobe Acrobat reader is not installed on the machine or is corrupted. The PDF is attempting to open in your default web browser but cannot be read properly by the browser.

Solution: Install / reinstall Adobe Acrobat Reader. See instructions at Adobe.com: https://acrobat.adobe.com/us/en/products/pdf-reader.html

Problem: You are creating a new multiform in the application and when you attempt to review the form on a workspace you receive the error: Column header has not been defined for this dataform or this dataform has been incorrectly defined as a One to Many relationship. Go to the Dataform Admin section under System Admin to set up column headers.

Cause: Multiform list has not been defined.

Solution: See Defining dataform multiform list column headers.

Problem: You are attempting to edit a dashboard embedded Report Title or Description and you receive the error "Error Failed to save dashboard: CategoryName\DashboardName"

Cause: Neither the Title nor description on Reports from the dashboard UI accepts special characters, including numeric characters such as equals signs.

Solution: Change your Description or title so that it does not contain a special character.

Problem: When trying to run a merge, the error message, “The OpenDataSource Method or property is not available because this command is not available for reading” appears. The merge document opens, however, it returns no data.

Cause: Microsoft Word 2013 defaults to open a document in read only mode. The data cannot be written into the merge because Word does not allow editing in read only mode.

Solution: Change default settings in Word.

Problem: Exception log contains the error: "The Condition Expression cannot contain one of the SQL keywords: DELETE, SELECT, DROP, UPDATE, EXEC, EXECUTE, INSERT, ALTER or CREATE. Link Configuration ID: ###"

Cause: Link Display condition is configured with SQL Protected Word. The underlying code has been designed to eliminate the possibility of SQL Injection, and so will throw an error if any of the words DELETE, SELECT, DROP, UPDATE, EXEC, EXECUTE, INSERT, ALTER or CREATE are used when configuring Link Condition Expressions.

Solution: Edit the Link Display Configuration conditions to remove the SQL Protected word. Also remove the Protected word from the Condition Expression line so it matches the Display Configuration labels.

Both the Label and the Condition expression should avoid using the word SELECT.

Problem: Attempting to upload a file to ClientSpace either through dataform attachment or Email integration and you receive the following message: "ClientSpace.Business.pwInvalidFileExtension: You may not upload files with an extension of .XXXX. Contact the system administrator to request a change to the accepted file types or zip the file before uploading." (replacing .XXXX with the invalid file extension).

Cause: The File type you are attempting to upload has not been added to the list of Valid File Attachment Extensions. For example, the system allows .jpg files, but not .jpeg files.

Solution: Add the file extension to the Lookup group for ValidAttachExt, which will allow the file to be uploaded.

1.

Go to System Admin > Lookups.

Problem: Attempting to upload a file using System Admin > Imports > Manage Import and you receive the error "Server Error accessing the file - Import failed."

Cause: Improper Source File configuration on the import config that conflicts with an existing import. For example, creating an import config with a source file of EmployeeConversion*.csv when an employee*.csv import already exists.

Solution: Alter the Source File name in the Import Configuration to make it unique. Alter the name of the file being uploaded to match the new Source File value.

Problem: You are attempting to create a CSV file for import into ClientSpace using the CreateClientSpaceCSV macro. When you attempt to save the file, you get a message "Error: The path you selected may be bad"

Cause: Some part of the save path you have chosen is missing or incorrect.

Solution: Correct the save path you are using. Some solutions for this are:

Problem: You are running a merge and when the system attempts to open the Office document, instead of opening Office you receive the error: "Call was rejected by the callee"

Cause: An instance of that merge is already open - likely with some kind of system prompt.

Solution: Sometimes when opening merges rapidly you will open a copy of the merge document, attempt to close it and then re-open the merge again. When this happens, it is not uncommon to miss the system prompt for "Would you like to save changes to document XXXXX?" These save prompts will block other instances of office from opening. You may also receive this if an instance of the office application is hung in the background.

Problem: When you open an Excel merge you receive an error such as "Excel completed file level validation and repair. Some parts of this workbook may have been replaced or discarded. Removed Records: Formula from /xl/calcChain.xml part (Calculation properties)"

Cause: Repeating row data above a formula in the workbook has caused the cell references in a formula to become broken.

Solution: Update the template document to move all of your calculations above the repeating row data on the worksheet. If you need this data presented below the repeating row information, hide the fields at the top of the workbook and point to these fields using cell references below the repeating row data.

Problem: PDF Merge Links no longer work - Get an error when clicking link "An error has occurred in the script on the Page Line 88 Char 9 Error: Object doesn't support this property or method code: 0 Do you want to continue running scripts on this page? Yes or No."

Cause: Pop-up blocker settings interfere with merge document opening.

Solution:

Problem: You are logged in and working in the system, then when you move to another part of the application you receive the error 'Error: nwDataInvalidKey - System Error'.

Cause: Browser has for some reason dropped the session and is no longer logged in.

Solution:

Problem: Attempt to save pricing and receive the error "An error occurred executing the business rule: RecalculatePricing. The ClientSpace Exception Log will contain more details about this error." This often occurs when attempting to open the Pricing Console. Checking the exception logs reveals something like "System.Data.SqlClient.SqlException (0x80131904): Arithmetic overflow error converting money to data type numeric."

Cause: One of the fields that is used in the pricing calculation has an invalid amount entered (too large). During pricing these fields are used in calculation and when multiplied by other fields can result in a value that cannot be represented by the system.

Solution: Correct the bad value and save the record.

Problem: You attempt to access a linked form from a dataform and despite having role access to the linked form you receive the error "Error: pwPermissionViolation - Permission Denied"

Cause: Some dataforms are not stored at the client workspace level, but instead centrally stored on the Admin Workspace, or another workspace such as the Sales Team workspace. If the user in question does not have access to the central workspace, they will receive a permissions error.

Solution: Provide access to the workspace where the form is stored.

2.

In the Action Center, select Users .

Problem: You are unable to access different parts of the Application - most commonly the Client Workspaces. Application throws the error: 'System Exception: Out of Memory Error'

Cause: Possible server drive space issues. This sometimes happen if large log files or temp files were auto-generated by a server application.

Solution: Contact PrismHR:

Problem: During a loss runs import the import log contains a generic "A business logic error was encountered for line...check the exception log ..."

Cause: The Comp Claim system in ClientSpace validates the information necessary to complete claim logging. One of these data items is the associated Workers' Comp Policy. The rule called by the comp policy import preprocess is HE_VerifyCompPolicyIsLocated. If you do not enable this rule on the Imports pipeline, the system allows the comp claim dataform save to happen without a verified fkAdminWorkersCompPolicyID. Subsequently the foreign key relationship that is expected later in the save process does not exist.

Solution: If you are importing claim information you must enable the HE_VerifyCompPolicyIsLocated rule on the Imports pipeline. This unfortunately causes imported records without a valid fkAdminWorkersCompPolicyID to fail.

Problem: Attempting to open the pricing console on a particular Client Workspace fails with the Error: "System Error - An error occurred while attempting to process your request. If the error persists, please contact the system administrator." Checking the Exception logs under Admin Settings may reveal some form of Mathematical overrun error.

Cause: On open, the pricing console recalculates pricing, using the values stored on the Pricing Batch, Pricing State, and Pricing Codes dataforms, as well as defaults stored in various places throughout the system The most common issue responsible for this type of issue is bad data on one of the pricing dataforms, causing the pricing calculations to far exceed the limits of the fields in which the calculated values will be stored. Accidentally typing a large number of Employees on a pricing code form, or an extremely large percentage on a pricing modifier field will cause the type of mathematical overrun error in question.

Solution: Correct the bad data using the following steps:

3.

In the Action Center, from the menu, select Dataforms.

Problem: You are editing an existing dataform field that uses the decimal or percent datatype and you attempt to alter the mask value. Upon save you receive a message stating: "New mask conflicts with existing data. Contact the system administrator for further assistance." The record will not save.

Cause: The system allows the precision (numbers to the right of the decimal) of a mask to be changed when data has been saved into a decimal or percentage field, but the numbers to the left of the decimal point cannot be altered without significantly changing the value of the data stored in the field. For this reason, these types of changes are not allowed.

Solution: To adjust a decimal or percent field to alter the values left of the decimal, you must delete the field and recreate it on the form. Doing so deletes all the data stored within the field, so this action should not be undertaken lightly. If you have questions about the effects of deleting a field on your data or need assistance creating a solution, log an Extranet case.

Problem: You have a client workspace that is in Pending Termination status and the status is not getting changed to Terminated by the scheduled process. The TerminatePending scheduled process normally compares the run date of the scheduled process and the Termination date on the Term form and any client where the termination date is equal to or lesser than the date of the scheduled process, and the Status is Pending Termination, the status is changed to Terminated.

Cause: Termination form Termination Date is set to a future date.

Solution: Update Termination Date and manually queue the terminate process.

2.

Go to System Admin > Advanced > Scheduled Processes.

Problem: You are moving from tab to tab on an Email Template and the error message above displays.

Cause: Compatibility issue with LastPass Chrome Extension.

Solution 1: Adjust Chrome Extension Settings.

Note: This solution is recommended as it always works to correct the issue by preventing the extension from running on the ClientSpace site. As an added bonus, ClientSpace input fields will no longer have a LastPass icon displayed in them.

The Extensions page opens to the My Extensions tab.

Solution 2: Adjust LastPass Options.

Note: This solution may not work every time. If a user clicks rapidly through Email Template tabs, the error may still occur. Additionally, while LastPass does have a Never URLs option, it will not disable the extension. Therefore, the error may still occur and all input fields will still display a LastPass icon.