|Applies To||RSA Product Set: Archer|
RSA Product/Service Type: Archer
RSA Version/Condition: 5.5 & 6.X
Platform (Other): IIS
O/S Version: Windows
When attempting to export large reports containing thousands or tens of thousands of records, users may receive the following message:
An error has occurred during the export process. The export file cannot be completed.
This issue is seen primarily with exporting data in CSV and XLS formats, however, the failures are not exclusive to these formats.
|Cause||One possible cause of this failure can be found in the Application Pool Recycle settings. If you have the Application Pool configured to recycle based on a memory threshold, this threshold can be easily reached when exporting large reports which cause the Application Pool to reset and the export to fail. |
To resolve the issue, change the Application Pool Recycle setting to a time based limit rather than a memory-based thresholds. An example of the recommended settings are shown below:
From experience, it is recommended to set the regular time intervals value setting to 1440, which is 24 hours and also setting specific time(s) to a fixed time when it is anticipated that traffic will be low (e. g., 4:00 AM ET/1:00 AM PT in the US). Setting the value to a fixed time each day during the lowest traffic times will minimize any impact and also allow you to troubleshoot easier if you run into any issues. If you have multiple application pools, it might be wise to stagger them to avoid overloading the server with recycles. Also note that IIS overlaps the app pool when recycling, so, usually, there is not any true downtime during a recycle. Existing actions continue to process until complete and any new actions will be picked up by the newly spawned worker process. However, in-memory information, such as session state, etc., would be lost.
|Workaround||Other than the option of exporting smaller reports, no other workaround is known.|
|Notes||Note the information included below. |
Application Pool Recycle times
Microsoft IIS Server has the application pool recycle time default to 1740 minutes, which is exactly 29 hours.
Note that IIS overlaps the app pool when recycling so there usually is not any true downtime during a recycle. Existing actions will continue to process until complete and any new actions will be picked up by the newly spawned worker process. However, in-memory information (session state, etc) would be lost.