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Compliance Reporter stuck at "Loading"

Summary: When running any report in Compliance Reporter, the web browser stops responding at the Loading prompt and does not progress.

This article applies to This article does not apply to This article is not tied to any specific product. Not all product versions are identified in this article.
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Symptoms

Affected Products:

  • Dell Security Management Server
  • Dell Data Protection | Enterprise Edition
  • Dell Security Management Server Virtual
  • Dell Data Protection | Virtual Edition
Note: Compliance Reporter has been retired. If you must run Compliance Reporter, reference How to Enable Compliance Reporter for Dell Data Security Servers.

Compliance Reporter
Figure 1: (English Only) Compliance Reporter

The Compliance Reporter output.log reports 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.

Cause

Not Applicable

Resolution

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

  1. Stop Compliance Reporter service.
  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 the Compliance Reporter service.

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 using 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 changes for each server and we 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 using the UI.

To contact support, reference Dell Data Security International Support Phone Numbers.
Go to TechDirect to generate a technical support request online.
For additional insights and resources, join the Dell Security Community Forum.

Affected Products

Dell Encryption
Article Properties
Article Number: 000129789
Article Type: Solution
Last Modified: 14 Nov 2023
Version:  9
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