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Scott Wade
New Participant
Oct 2, 2025 1:58 PM UTC

Does anyone else have an issue where Active Reports stop working in Respond?

We are running Cityworks Version 23.10 and Respond Version 5.8. We had this issue in the prior version as well. We will be going along and using Active reports and then we get this error on the screen when trying to preview the report?

 

"image"When we click details we don't get much of a message either.

 

"image"We check IIS logs and event viewer on app server and not anything there besides a 500 error. We have submitted a couple cases to Cityworks but haven't received any good diagnosis tips or a fix.

 

If we reset IIS, the error goes away. Very frustrating.

 

Any suggestions?

    8 replies

    Ryan Torino
    New Participant
    Oct 2, 2025 4:07 PM UTC

    @scott wade? Yes, this is a known bug. There is a ticket I submitted (DEV-14995) on behalf of this issue.

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    Ryan Torino
    New Participant
    Oct 2, 2025 4:07 PM UTC

    @scott wade? To follow up on my last post--unfortunately, I haven't come across any solid workarounds aside from what you posted.

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    David Long
    Participating Frequently
    Oct 2, 2025 4:07 PM UTC

    I saw this error the first time I opened AR after upgrading to CW 23.10/Respond 5.8 from CW 15.8.6. Lucky for me when I came in the next day the error didn't occur. It's good to know that an IIS reset will help clear the error if I run into it again.

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    Andrew Sroczynski
    New Participant
    Oct 2, 2025 4:08 PM UTC

    were you able to fix this? does the report happen to be in a folder?

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    Scott WadeAuthor
    New Participant
    Oct 2, 2025 4:08 PM UTC

    were you able to fix this? does the report happen to be in a folder?

    Not able to fix. Cityworks support and a 3rd party Cityworks consultant we use both say its a known issue. But since it can't be reproduced by support, they can't fix it. Sounds like there should be more logging added to the application to help pinpoint the issue.

     

    No the reports are in the root location.

     

    "image"

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    Calvin Harmin
    Known Participant
    Oct 2, 2025 4:08 PM UTC

    @scott wade? 

     

    Are you still having this issue? I'm not sure if this was the fix but I followed the steps described here to modify the connection-strings.yaml file by replacing the connection string hashed value with plan text connection string with an additional ...;TrustServerCertificate=True statement at the end.

     

    https://cityworks.my.site.com/s/article/FixDataSourceConnectionActiveReports

     

    In my case after modifying this value, and re-running the Core app configuration to ensure the database connection was correct in the Core app config menu, then restarting the site... I was able to fix this same error I was seeing when trying to open an existing .rdlx Active Report and my DefaultDataSource in these reports worked correctly to make the DB data connection.

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    Scott WadeAuthor
    New Participant
    Oct 2, 2025 4:08 PM UTC

    @scott wade? 

     

    Are you still having this issue? I'm not sure if this was the fix but I followed the steps described here to modify the connection-strings.yaml file by replacing the connection string hashed value with plan text connection string with an additional ...;TrustServerCertificate=True statement at the end.

     

    https://cityworks.my.site.com/s/article/FixDataSourceConnectionActiveReports

     

    In my case after modifying this value, and re-running the Core app configuration to ensure the database connection was correct in the Core app config menu, then restarting the site... I was able to fix this same error I was seeing when trying to open an existing .rdlx Active Report and my DefaultDataSource in these reports worked correctly to make the DB data connection.

    I will get with the person who installed CW for us but I'm assuming we already have the TrustServerCerticate=True since the reports work initially. It will just randomly stop working.

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    Agatha Kung
    Participating Frequently
    Oct 2, 2025 4:12 PM UTC

    We are finding that clearing out the files in the back-end temp folder, within the reports folder where your saved report files are stored, helps prevent this issue from occurring. We think an older 23.x version was unnecessarily accumulating temp files. This does not seem to be the case with newer versions but if you upgraded from older 23.x versions and have not cleaned up the temp folders, you may still see the issue in the newer versions. Try cleaning out the temp folder and see if the issue comes back.

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