SAV Reporting Server or SEPM Reporting does not respond or shows a timeout error message when querying large amounts of data

Article:TECH101746  |  Created: 2006-01-16  |  Updated: 2011-05-26  |  Article URL http://www.symantec.com/docs/TECH101746
Article Type
Technical Solution


Issue



You run a report or generate a log on a reporting server. The server does not respond, or you see the following error message:

The database query timed out. Try reducing the number of filters, or increasing the SQL Server query timeout value.

 


Solution



This problem can happen when you run reports or generate logs with large amounts of data. To fix the problem, increase the MS SQL server connection timeout value and command timeout value.


To change the MS SQL server connection timeout value and command timeout value

  1. Start Windows Explorer.
  2. Go to the following folder:

    Default location on SAV Reporter:
      C:\Program Files\Symantec\Reporting Server\Web\Resources
    Default location on SEPM (SEP 11.x):
      C:\Program Files\Symantec\Symantec Endpoint Protection Manager\Inetpub\Reporting\Resources
    Default location on SEPM (SEP 12.1)
      C:\Program Files\Symantec\Symantec Endpoint Protection Manager\Php\Include\Resources

    On 64-bit Operating Systmes, look to C:\Program Files (x86)\
     
  3. Open the Reporter.php file in a plain-text editor, such as Notepad.
  4. Find the $CommandTimeout line and increase the value (in seconds).
    If the line does not exist, create it.
    For example, to increase the timeout to ten minutes, change the line to the following:

    $CommandTimeout = 600;

     
  5. Find the $ConnectionTimeout line and increase the value (in seconds).
    If the line does not exist, create it.
    For example, to increase the timeout to ten minutes, change the line to the following:

    $ConnectionTimeout = 600;

     
  6. Save and close the Reporter.php file.
     


 


Note: If you specify zero, or leave either of the values blank, Reporting Server uses the default value, which is 300 seconds (five minutes).
 




When you run reports or generate logs with large amounts of data, and you get CGI or terminated process errors, you might want to change any of the following timeout values:

  • The max_execution_time in the php.ini file
    The default value is 300 seconds.
     
  • The Transaction timeout
    The default value is 60 seconds.
     
  • The IIS Connection timeout
    The default value is 120 seconds.
     
  • The CGI timeout
    The default is value 300 seconds.


To change the max_execution_time timeout value

  1. Start Windows Explorer.
  2. Go to the following folder:

    Default location on SAV Reporter: C:\Program Files\Symantec\Reporting Server\PHP
    Default location on the SEPM: C:\Program Files\Symantec\Symantec Endpoint Protection Manager\Php
     
  3. Right-click the Php.ini file, and then click Properties.
  4. On the General tab, uncheck Read-only, and then click OK.
  5. Open the Php.ini file in a plain-text editor, such as Notepad.
  6. Find the max_execution_time entry and increase the value (in seconds).
    For example, to increase the timeout to ten minutes, change the line to the following:

    max_execution_time=600

     
  7. Save and close the Php.ini file.
  8. Right-click the Php.ini file, and then click Properties.
  9. On the General tab, check Read-only, and then click OK.



To change the Transaction timeout value

  1. On the Windows taskbar, click Start > Programs > Administrative Tools > Component Services.
  2. In the left pane, expand Component Services > Computers.
  3. Right-click My Computer and then click Properties.
  4. On the Options tab, in the Transaction timeout box, type the value that you want (in seconds).
  5. Click OK.



To change the IIS Connection timeout

Note that starting with SEP 12.1, SEPM uses Apache instead of IIS--these and other IIS instructions will not apply.

  1. On the Windows taskbar, click Start > Run.
  2. In the Open box, type the following text:

    services.msc

     
  3. Click OK.
  4. In the right pane, right-click World Wide Web Publishing, and then click Stop.
  5. On the Windows taskbar, click Start > Programs > Administrative Tools > Internet Information Services.
  6. In the left pane, expand Web Sites.
  7. Right-click Default Web Site and then click Properties.
  8. On the Web site tab, under Connections, in the Connection Timeout box, type the value that you want (in seconds).
  9. Click OK.
  10. On the Windows taskbar, click Start > Run.
  11. In the Open box, type the following text:

    services.msc

     
  12. Click OK.
  13. In the right pane, right-click World Wide Web Publishing, and then click Start.

To change the CGI timeout value in IIS 6

  1. On the computer that runs Reporting Server, download and install the IIS 6.0 Resource Kit Tools.
    For directions, read the Microsoft article The IIS 6.0 Resource Kit Tools (article ID 840671).
  2. Start the Metabase Explorer from IIS Resources.
  3. In the left pane, expand the LM > W3SVC key.
  4. In the left pane, click the W3SVC key.
  5. In the right pane double-click the CGI Timeout value.
  6. Change the value to 600 and click OK.
  7. On the General tab, make sure that Inheritable is checked and click OK.
  8. In the Open box, type the following text:

    services.msc

     
  9. Click OK.
  10. In the right pane, right-click IIS Admin Service, and then click Restart.



To change the CGI timeout value in IIS 5

  1. On the computer that runs Reporting Server, download and install the IIS MetaEdit 2.2 Utility.
    For directions, read the Microsoft article HOW TO: Download, Install, and Remove the IIS MetaEdit 2.2 Utility (article ID 232068).
  2. Start MetaEdit.
  3. In the left pane, expand the LM > W3SVC key.
  4. In the left pane, click the W3SVC key.
  5. In the right pane double-click the CGI Timeout value.
  6. Change the Data to 600.
  7. Make sure that Inherit is checked next to Attributes and click OK.
  8. In the Open box, type the following text:

    services.msc

     
  9. Click OK.
  10. In the right pane, right-click IIS Admin Service, and then click Restart.


If the CGI timeout still happens after you set the CGI timeout value to 600 seconds, set the value to 900 seconds.

 

 


Supplemental Materials

Value1-5JKHUV, 1213399


Legacy ID



2006031613323348


Article URL http://www.symantec.com/docs/TECH101746


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