With long-running reports, users often experience timeout issues in InfoView. The tips shown below should assist in alleviating your timeout problems.

Document ID : KB000049665
Last Modified Date : 14/02/2018
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Disclaimer: Please note that the these configuration changes should be performed in a Test environment prior to making the changes in a Production environment. These values are known to help alleviate generic timeout issues in Infoview. There are several other external factors (ex: firewalls) that might close connections and cause timeouts as well.


IMPORTANT: This article contains information about modifying the registry.
Before you modify the registry, make sure to create back up of the registry and ensure that you understand how to restore the registry if a problem may occur.
For more information about how to back up, restore, and edit the registry, please review the relevant Microsoft Knowledge Base articles on support.microsoft.com.

There are a number of configuration files in the \Business Objects\Tomcat55\webapps folder. There are sub-folders that contain configuration files with timeout settings.

On the CABI Server, navigate to the 'Business Objects\Tomcat55\webapps\AnalyticalReporting\WEB-INF' folder and open the web.xml file in text editor.

Figure 1

Change the setting for the <session-timeout> node from the default of 20 minutes to a larger value (i.e. 60).

Figure 2

Perform the same changes to the web.xml files in the following folders:

  • ? Business Objects\Tomcat55\webapps\InfoViewApp\WEB-INF
  • ? Business Objects\Tomcat55\webapps\InfoViewAppActions\WEB-INF
  • ? Business Objects\Tomcat55\webappsPlatformServices\WEB-INF

Change # 2 - CMS Timeout Settings

Log into the Central Management Console (CMC) with an administrator account. Click on the Servers link.

Figure 3

Double-click WebIntelligenceProcessingServer.

Figure 4

Change the Idle Document Timeout setting to 3600.

Figure 5

Change the Idle Connection Timeout setting to 60.

Figure 6

Add the switch "-requesttimeout 3600000" to the end of the Command Line Parameters.

Figure 7

Change # 3 - Re-start Services.

From the CABI server, launch the Central Configuration Manager(CCM).

Figure 8

Stop and re-start the Apache Tomcat service and the Server Intelligence Agent (SIA)

Figure 9

Change # 4 - Registry changes.

On the CABI server, launch the Registry Editor (Start/Run/regedit)

Locate the HKEY_LOCAL_MACHINE\SOFTWARE\Business Objects\Suite 12.0\CMS\Instances\cmsname.cms node and set the IdleSessionTimeout value to 14400000

Note, if you have Business Objects installed on a 64-bit server, the registry path is:

HKEY_LOCAL_MACHINE\SOFTWARE\Wow6532Node\Business Objects\Suite 12.0\CMS\Instances\cmsname.cms

Figure 10

Figure 11

Locate the HKEY_LOCAL_MACHINE\SOFTWARE\BusinessObjects\Suite 12.0\default\WebIntelligence\Server\Admin\SwapTimeOut node and set the IdleSessionTimeout value to 3600000

Note, if you have Business Objects installed on a 64-bit server, the registry path is:

HKEY_LOCAL_MACHINE\SOFTWARE\Wow6532Node\BusinessObjects\Suite 12.0\default\WebIntelligence\Server\Admin\SwapTimeOut

Figure 12

Change # 5 - Universe Parameter changes.

From the CABI server, launch the Designer application and Import the ServiceDesk Universe from the Repository. From the main menu select File/Parameters.

Figure 13

In the Definition tab, click the Edit button for the connection.

Figure 14

Change the Connection Pool Mode setting to Disconnect after each transaction.

Figure 15

In the Controls tab, change the Limit size of result set to setting to a value appropriate to your environment.

Change the Limit Execution time to 60 minutes - or higher if necessary. The default is 20 minutes.

Click OK and then save the Universe and export to the repository.

Figure 16