Version 2

    Summary

    Impact Metrics shows the message 'An error prevented your reports from being displayed at this time.' or all 0's or empty stats on content for hosted 7.0.1.x instances.

     

    Issue Details

    • Bug ID: JIVE-44271
    • Bug Summary: Cloud Analytics is inadvertently enabled by default for Jive Custom 7.0.1.x / non-cloud sites
    • Affected Versions: 7.0.1.0, 7.0.1.1
    • Fix Versions: 7.0.2

     

    Identifying the Problem

    Versions

    This document has been verified for version: Jive 7.0.1.0, 7.0.1.1

    Symptoms

    When a user views a document or question, they see 'An error prevented your reports from being displayed at this time.' under Impact Metrics or the Impact Metrics will report all 0s

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    The following error will show up repeatedly in sbs.log:

    2014-05-14 08:57:23,933 [pool-13-thread-1] [4T4Frlx1oe8F20KNbwtY0qJ6INp9uFT6:ANONYMOUS:REGULAR] ERROR com.jivesoftware.community.cloudalytics.impl.TenantAwareSnappyClientDeliveryCallback - Currently unable to deliver events to endpoint because:java.net.SocketTimeoutException: connect timed out

    Cause

    In 7.0.1.x (not 7.0.0 or 7.0.2), cloud analytics defaults to on for all instances.  Jive core uses the tenancy service to locate the cloud analytics url, but tenancy defaults to off in 7.0.1.x.  As a result, Impact Metrics can't communicate with the cloud analytics api service and displays an error message.

     

    Only Jive Cloud instances should have cloud analytics on by default, so cloud analytics should be disabled for Jive Custom 7.0.1.x hosted/on-prem instances.

     

    Resolution

    Disable cloud analytics:

    1. Go to Admin Console: System > Settings > Analytics > Cloud
    2. Set 'Cloud Analytics Settings' to 'Disabled'
    3. Save

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    4. Restart the web application nodes

     

    The cloud analytics setting will take effect immediately in the UI. To clear up the logging error, you will need to restart the application. Impact Metrics will use the local analytics database, and should show counts instead of an error message or blank results.