Compliance Reporter stuck at "Loading"

Compliance Reporter stuck at "Loading"


During an attempt to run any report in Compliance Reporter the web browser hangs at the Loading prompt and does not progress.


Affected Products:

Dell Security Management Server
Dell Data Protection | Enterprise Edition
Dell Security Management Server Virtual
Dell Data Protection | Virtual Edition


The Compliance Reporter output.log will report a message similar to:

<TIMESTAMP>ERROR freemarker.runtime [http-10.192.198.79-8084-3] -

Can't parse CSV to a date format.

The problematic instruction:

==> ${row.getTimestamp(columnIndex)?string(format)} [on line 19, column 58 in report/reportDataJson2.ftl]

Java backtrace for programmers:

freemarker.template.TemplateModelException: Can't parse CSV to a date format.



To resolve this in Dell Security Management Server (formerly Dell Data Protection | Enterprise Edition), follow these steps:

  1. Stop Compliance Reporter.
  2. Rename all cmgreports*.db files in the "\Dell\Enterprise Edition\Compliance Reporter\webapp\WEB-INF\reports\db\" folder.
  3. Copy the cmgreports.data.db file from the "\Dell\Enterprise Edition\Compliance Reporter\webapp\WEB-INF\reports\db\template\" folder into the "\Dell\Enterprise Edition\Compliance Reporter\webapp\WEB-INF\reports\db\" folder.
  4. Rename the "\Dell\Enterprise Edition\Compliance Reporter\output" folder.
  5. Start Compliance Reporter.

To resolve this in Dell Security Management Server Virtual (formerly Dell Data Protection | Virtual Edition), follow these steps:

Note: Dell Support or the Admin must log in and perform the following actions.
  1. Stop the Application via the UI.
  2. Log in as ddpsupport.
  3. Issue these six commands (they remove the user customizations to Compliance Reporter):
    • sudo rm -f /opt/dell/server/reporter/webapp/WEB-INF/reports/db/cmgreports.XX.log.db
Note: XX will change for each server and we will have to list the contents of the /opt/dell/server/reporter/webapp/WEB-INF/reports/db folder to find the name.
  • sudo rm -f /opt/dell/server/reporter/webapp/WEB-INF/reports/db/cmgreports.index.db
  • sudo rm -f /opt/dell/server/reporter/webapp/WEB-INF/reports/db/cmgreports.lock.db
  • sudo rm -f /opt/dell/server/reporter/webapp/WEB-INF/reports/db/cmgreports.trace.db
  • sudo rm -f /opt/dell/server/reporter/output/*
  • sudo cp /opt/dell/server/reporter/webapp/WEB-INF/reports/db/template/cmgreports.data.db /opt/dell/server/reporter/webapp/WEB-INF/reports/db/
  1. Exit the shell and log in as ddpuser.
  2. Start the Application via the UI.

For support, US-based customers may contact Dell Data Security ProSupport at 877.459.7304, Option 1, Ext. 4310039, or via the Chat Portal. To contact support outside the US, reference ProSupport’s International Contact Numbers. For additional insights and resources, visit the Dell Security Community Forum.


Article ID: SLN304068

Last Date Modified: 11/06/2018 12:37 PM


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