When getting Dashboard errors - usually CCustViewDataSource failures with different subsequent error messages - what can be done next or how can a reason for the errors be identified?

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    - When getting Dashboard errors - usually CCustViewDataSource failures with different subsequent error messages - what can be done next or how can a reason for the errors be identified?

    - Usually if a GoldMine user experiences any errors when using GoldMine dashboards, the upcoming error messages contain generic error messages like CCustViewDataSource, data source failed or similar in a sequence on which the user cannot identify the reason why a dashboard failed.

    - This article describes what a user can do to get more information about the underlying error in order to identify the reason or which information to gather in order to provide to the GoldMine administrator, the GoldMine partner or GoldMine Technical Support for further investigation. 


    Resolution

     

    A. Review and / or gather screenshots of the errors


    - It is recommended to replicate the behavior and to gather screenshots of the full GoldMine application screen for each error message - usually a sequence of messages appears.


    - Although it may appear to the end user as identical error messages, certain details may be different and it is

    a. Necessary to know how many messages appear,

    b. If they are really identical and

    c. That a relation can be made to the Windows Event Log entries (see B.)



    B. Review and / or gather Windows Event Logs from the machine where the behavior was experienced


    - While the on screen messages appear as generic information that an issue occurred, for each on screen error message is usually also a Windows Event Log entry recorded


    - These Windows Event Log entries contain
    a. The generic information which is also displayed on the screen
    b. Detailed information about the underlying issue and many times reveal already the root cause for example missing fields/columns after a user defined field was deleted from GoldMine or is not available in the current contact set database,
    or about a missing SQL function when a lower compatibility level than expected is used for the Microsoft SQL database (for example. PIVOT functions which are not available in MS SQL 2000) etc.


    - Every related Windows Event Log entry refers to source GoldMine and while a complete Event Log file is many times appreciated, it is at minimum necessary to review and/or gather all related Windows event log entries for the experienced behavior, although also here it may appear to the user that the entries are identical or at least similar.


    - Windows Event Logs can be gathered and / or reviewed by referring to the specific Operation System’s section.

     

    Windows 2012 Server and Windows 8:

     

    1. Start View > type simply eventvwr or also Event viewer > press Enter (alternatively open the Control Panel > System and Security > Administrative Tools > Event Viewer)

    2. Browse to Windows Logs > Application

     

    To review or provide a single event detail

    3. In the Details pane > in the Source search for GoldMine (please make sure that you refer to a GoldMine event recorded when you experienced the undesired behavior)

    4. Double-click the event that you want to view
    a. The Event properties dialog box containing header information and a description of the event is displayed.

    b. To copy the details of the event, Click the Copy button (right from the event) > open a new document/file in the program you want to paste the event (for example Microsoft Word/Notepad) > paste the content into the program

     

    To save the complete event log (this is often useful and necessary when several related GoldMine entries are available or to determine if also other applications showed an unexpected behavior)

    3. In the console tree of Event Viewer > Windows Logs > right-click on Application > Save All Events As …

    a. Specify a file name and location where you want to save the file.

    b. In the Save as type box, leave Event Files (*.evtx) > Save

    4. Verify the size of the saved .evtx file > if the file size exceeds 2 MB, make sure to compress it before sending it to GoldMine Technical Support.

     

     

    Windows 7, Windows 2008 Server, Windows Server 2008 R2, Windows Vista

     

    1. Start > enter eventvwr or also Event viewer into Search Programs and Files > press Enter (alternatively Start button > Control Panel > System and Security > Administrative Tools > Event Viewer)

    2. Browse to Windows Logs > Application

     

    To review or provide a single event detail

    3. In the Details pane  > in the Source search for GoldMine (please make sure that you refer  to a GoldMine event recorded when you experienced the undesired  behavior)

    4. Double-click the event that you want to view
    a. The Event properties dialog box containing header information and a description of the event is displayed.

    b. To copy the details of the event, Click the Copy button (right from the event) >  open a new document/file in the program you want to paste the event (for  example Microsoft Word/Notepad) > paste the content into the program

     

    To  save the complete event log (this is often useful and necessary when  several related GoldMine entries are available or to determine if also  other applications showed an unexpected behavior)

    3. In the console tree of Event Viewer > Windows Logs > right-click on Application > Save All Events As …

    a. Specify a file name and location where you want to save the file.

    b. In the Save as type box, leave Event Files (*.evtx) > Save

    4.  Verify the size of the saved .evtx file > if the file size exceeds 2  MB, make sure to compress it before sending it to GoldMine Technical  Support.

     

     

    Windows 2003 Server and Windows XP:

     

    1. Start > Run > eventvwr > press Enter (alternatively via Start > Settings > Control Panel > Administrative Tools > Event Viewer)

    2. Browse to Application

     

    To review or provide a single event detail

    3. In the Details pane  > in the Source search for GoldMine (please make sure that you refer  to a GoldMine event recorded when you experienced the undesired  behavior)

    4. Double-click the event that you want to view
    a. The Event properties dialog box containing header information and a description of the event is displayed.

    b. To copy the details of the event, Click the Copy button (right from the event) >  open a new document/file in the program you want to paste the event (for  example Microsoft Word/Notepad) > paste the content into the program

     

    To  save the complete event log (this is often useful and necessary when  several related GoldMine entries are available or to determine if also  other applications showed an unexpected behavior)

    3. In the console tree of Event Viewer > Windows Logs > right-click on Application > Save All Events As …

    a. Specify a file name and location where you want to save the file.

    b. In the Save as type box, leave Event Files (*.evtx) > Save

    4.  Verify the size of the saved .evtx file > if the file size exceeds 2  MB, make sure to compress it before sending it to GoldMine Technical  Support.

     

    C. In case an error is experienced with a custom or customized dashboards, provide the related dashboard as a XML file

    - Please keep in mind that while GoldMine Technical Support will try to assist in identifying a root cause for an experienced behavior related to GoldMine Dashboards, the planning, set up, verification and advanced troubleshooting is outside our support boundaries and rather considered as a professional service.

    - Steps to provide the custom dashboard as a XML file
    1. Log into GoldMine with master rights
    2. Go To > Dashboards
    3. Browse to the specific (or at least one dashboard where this behavior occurs) > Right Click > Export
    4. On the desktop or a specified location save the xml file.
    5. Compress the xml file with ZIP and provide along with the screenshots and Windows Event Logs