Error "Load report failed" when viewing a report in WebAccess

Version 5

    Verified Product Versions

    Service Desk 7.6Service Desk 7.7.xService Desk 7.8.xService Desk 2016.xAsset Manager 2016.xService Desk 2017.x

    Environment:

    Service Desk all versions

     

    Error message:

    When clicking on the "View Report" button in WebAccess, the error message below appears:

    There has been an unexpected error. Click Continue to return to the previous page.

    Load report failed.


    When looking at the details of the error, it contains the exception below:

    Inner Exception: - Unsupported Operation. A document processed by the JRC engine cannot be opened in the C++ stack.

     

    If you don't see the "Show details" button next to "Continue", you can activate the "Detailed error information enabled" setting from the WebAccess settings in the Configuration Centre.

     

    Cause:

    The report file is already opened in the Crystal Reports designer or another application.

    Solution:

    Close the applications that are using the report file and click on "View Report" again.