Report, Dashboard, and List Page Download Troubleshooting
Resolve download failures and timeouts for reports, dashboards, and list pages in ServiceOps before they impact your team's reporting workflow.
Downloads in ServiceOps can fail or time out when hardware resources are insufficient, timeout values are too low, or record limits exceed what the server can process in time. This guide covers the configuration properties that control download behavior and the steps to resolve the most common download issues.
Prerequisites
Verify the following before adjusting any configuration:
- You have SSH access to the ServiceOps server.
- You have administrator access to the ServiceOps platform.
- The server meets the minimum hardware requirements.
- Memory and connection pool settings follow the recommended configuration.
Insufficient hardware or memory allocation is the most common root cause of download failures and timeouts. Always verify hardware and memory configuration before changing timeout or record limit values.
Configuration Reference
All download behavior is controlled by properties in the application configuration file at:
/opt/flotomate/cm-analytics/config/application-saas.properties
Timeout Properties
These properties set how long the server waits before ending a download request.
| Property | Default | Applies To |
|---|---|---|
com.flotomate.analytics.grid.download.timeout | 120 seconds | List page downloads |
com.flotomate.analytics.report.download.timeout | 45 seconds | Report and dashboard downloads |
# Timeout values in seconds
com.flotomate.analytics.grid.download.timeout=120
com.flotomate.analytics.report.download.timeout=45
- The maximum configurable timeout value is 600 seconds.
- To set a timeout beyond 600 seconds, you must also configure the Nginx server.
- Restart the
cm-analyticsservice after any timeout change.
Record Limit Properties
These properties capture the number of records included in a single download.
| Property | Default Limit | Applies To |
|---|---|---|
com.flotomate.analytics.report.download.limit | 100,000 records | Report downloads |
com.flotomate.analytics.grid.download.row.limit | 10,000 records | List page downloads |
com.flotomate.analytics.report.download.limit=100000
com.flotomate.analytics.grid.download.row.limit=10000
- When the limit is 100,000, only the first 100,000 records appear in the download.
- Restart the
cm-analyticsservice after changing either record limit property.
Troubleshooting
Use the sections below to diagnose and resolve the most common download issues.
Download times out with the error "Download process is taking time. Please request this data over email."
Cause: The download request exceeded the configured timeout value before the server could generate the file and deliver it to the browser.
Fix:
- Open the configuration file:
/opt/flotomate/cm-analytics/config/application-saas.properties - Increase the timeout value for the affected download type. Set it to a higher value, up to a maximum of 600 seconds:
com.flotomate.analytics.grid.download.timeout=300
com.flotomate.analytics.report.download.timeout=300 - Restart the
cm-analyticsservice:systemctl restart cm-analytics - Retry the download. If it still fails at 600 seconds, configure additional timeout settings on the Nginx server.
- Export the file via email and confirm whether the attachment arrives successfully.
- Check whether the file was generated on the backend, even if the browser timed out:
/opt/flotomate/cm-analytics/filedb/apolo/reports/[date_wise_folder]
If the file exists in the backend directory but the user did not receive it, the problem is in delivery (UI timeout, email size, or network), not in file generation.
Email export attachment not received
Cause: The exported file exceeds the attachment size limit of the recipient's email provider. Gmail and Outlook typically limit attachments to 20-30 MB. Large reports with many records often exceed this threshold.
Fix:
- Configure the export to send an attachment link instead of the file itself. Recipients can then download the file directly from the server without hitting email size limits.
- Confirm that the Base URL and Server URL in ServiceOps point to the correct server address. Both values must match for the attachment link to work.
- Validate both URLs after any server migration, IP address change, or domain update.
A mismatch between Base URL and Server URL is one of the most common reasons attachment links fail. Check both values whenever the server environment changes.
Download includes fewer records than expected
Cause: The download hit the configured record limit. Only the first N records (up to the limit) appear in the file.
Fix:
- Open the configuration file and increase the record limit for the affected download type:
com.flotomate.analytics.report.download.limit=100000
com.flotomate.analytics.grid.download.row.limit=10000 - Restart the
cm-analyticsservice after saving the change. - Consider also increasing the timeout value to give the server enough time to process the larger record set.
Changes to configuration properties have no effect
Cause: The cm-analytics service was not restarted after saving the configuration file. The service reads these properties only at startup.
Fix:
- Save all changes to the configuration file.
- Restart the
cm-analyticsservice:systemctl restart cm-analytics - Retry the download to confirm the new values are active.
Quick Reference
This table summarizes all key download settings and their defaults.
| Setting | Default | Maximum or Note |
|---|---|---|
| List page download timeout | 120 sec | Up to 600 sec; Nginx config required beyond 600 sec |
| Report/Dashboard download timeout | 45 sec | Up to 600 sec; Nginx config required beyond 600 sec |
| Report download record limit | 100,000 | Restart cm-analytics after change |
| List page download row limit | 10,000 | Restart cm-analytics after change |
| Backend report directory | N/A | /opt/flotomate/cm-analytics/filedb/apolo/reports/ |
| Email attachment size limit | N/A | 20-30 MB (Gmail/Outlook); use an attachment link instead |