Smart View Error: "The request timed out. Contact your administrator to increase netRetrycount and netRetryInterval"

Smart View Error: "The request timed out. Contact your administrator to increase netRetrycount and netRetryInterval" [ID 744559.1]
		Modified 30-AUG-2011     Type PROBLEM     Status PUBLISHED

In this Document
  Symptoms
  Cause
  Solution
  References

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Applies to:

Hyperion Essbase - Version: 9.3.1.0.00 and later   [Release: 9.3 and later ]
Hyperion Planning - Version: 9.3.1.0.00 and later    [Release: 9.3 and later]
Microsoft Windows (32-bit)
Microsoft Windows XP

Symptoms

User runs a long query or submits data through Smart View client, after 30 seconds or so the user receives the error message:
"The request timed out. Contact your administrator to increase netRetrycount and netRetryInterval"

Cause

By design, Internet Explorer imposes a time-out limit for the server to return data.  Internet Explorer does not wait endlessly for the server to come back with data when the server has a problem.
Smart View communicates via HTTP for which Internet Explorer DLLs are utilized. Smart View users who perform large requests or have a slow network connection can encounter the error, "The request timed out. Contact administrator to increase NetRetryCount and NetRetryInterval."

This error message can be misleading since this error also occurs, if the Internet Explorer time out settings do not cater for larger operations. By default, Internet Explorer has a KeepAliveTimeout value of one minute and an additional limiting factor (ServerInfoTimeout) of two minutes.

Solution

Please see the following two Microsoft articles for further information:

http://support.microsoft.com/kb/813827
http://support.microsoft.com/kb/181050
The following steps should be done with the assistance of your Systems Administration group.  It is recommended a backup of the registry is done prior to making any modifications.
On the client machine, update/add the following registry keys:
1. Open the Registry, Start -> Run -> Regedit.
2. Locate the following section:
[HKEY_CURRENT_USER\Software\Microsoft\Windows\CurrentVersion\Internet Settings]\

3.Create the following new DWORD keys with decimal values:
ReceiveTimeout=480000

KeepAliveTimeout=180000

ServerInfoTimeout=180000
In this example, the ReceiveTimeout setting is 8 minutes.  The KeepAliveTimeout and ServerInfoTimeout settings are 3 minutes.  Set these to greater than the longest running request.
4. Restart the machine for the new settings to take effect.

References

NOTE:758892.1 - Smart View Refresh Returns Zeros

Related Products Middleware > Enterprise Performance Management > Essbase > Hyperion Essbase Middleware > Enterprise Performance Management > Planning > Hyperion Planning Keywords DYNAMIC ADV PROBLEM SOLUTION; QUERY; SMARTVIEW; TIME OUT

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