Error: "Error 500 Internal Server Error" When Generating Hyperion Financial Reports in PDF Format

Error: "Error 500 Internal Server Error" When Generating Hyperion Financial Reports in PDF Format [ID 1111367.1]
		Modified 22-AUG-2011     Type TROUBLESHOOTING     Status PUBLISHED

In this Document
  Purpose
  Last Review Date
  Instructions for the Reader
  Troubleshooting Details
     Symptom:
     Cause #1:
     Solution #1:
     Cause #2:
     Solution #2:

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Applies to:

Hyperion BI+ - Version: 9.3.1.0.00 to 11.1.1.3.00 - Release: 9.3 to 11.1
Information in this document applies to any platform.

Purpose

This document provides general advice for resolving the "Error 500 -- Internal Server Error" issue while trying to preview a FR Report is PDF

Last Review Date

May 27, 2010

Instructions for the Reader

A Troubleshooting Guide is provided to assist in debugging a specific issue. When possible, diagnostic tools are included in the document to assist in troubleshooting.

Troubleshooting Details

Symptom:

From Workspace, a user runs a FR Report and tries to generate a PDF preview.  The error below is generated:  

The error messages below are from the customer's FRPRintSrv log.  Replace the report name in " " with the report you are trying to view in PDF

05-26 09:38:07 ERROR PrintInstanceThread Could not print instance: " 'Non GAAP Divisional P&L - By Quarter (Prompt for BO, BL)_7 Quarter Trend_DIV' ". The print file was not produced.
05-26 09:38:07 ERROR PrintInstanceThread Error generating printout for report instance " '/1. Financial Reports/Dynamic Reports/FINRPTG - Dynamic/Divisional Reports/Non GAAP P&Ls - Divisional/Non GAAP Divisional P&L - By Quarter (Prompt for BO, BL)_7 Quarter Trend_DIV' ". Return code: -1
05-26 11:39:26 ERROR PrintInstanceThread Could not print instance: " 'Non GAAP P&L - 7 Quarter Trend' ". The print file was not produced.
05-26 11:39:26 ERROR PrintInstanceThread Error generating printout for report instance " '/1. Financial Reports/Dynamic Reports/FINRPTG - Dynamic/Corporate Reports/Non GAAP Core Reports/Non GAAP P&L - 7 Quarter Trend' ". Return code: -1

Cause #1:

An incorrect version of the Report Generation software is installed.  For Release 11.1.1.3, only the following are supported:

Adobe Acrobat Distiller Server 8.0 or 6.0
GPL Ghostscript 8.63
AFPL Ghostscript 8.54 or 8.51
GNU Ghostscript 7.0.6

Ghostscript is supported in 32-bit mode only

For Releases other that 11.1.1.3, please see the Oracle Enterprise Performance Management Products - Supported Platforms Matrices link below

http://www.oracle.com/technology/products/bi/hyperion-supported-platforms.html

Solution #1:

Install the correct version by downloading from either:

www.adobe.com
Select sourceforge.net from www.ghostscript.com

Cause #2:

The JAVA Heap size is set too high in the HReports server.  The HReports key allocates resources and provides other parameters to Financial Reporting Studio. Over-allocating JVM Heap on the Financial Reporting server can deny resources to other Financial Reporting services and functions.

See Article 747085.1 for additional information

Solution #2:

To reset the JAVA Heap size on the server where Financial Reporting Studio is installed:

1) Start -> Run, enter "regedit" in the open prompt & click OK
2) Navigate to HKEY_LOCAL_MACHINE: SOFTWARE > Hyperion Solutions > Hyperion Reports > HReports > JVM > JVMOption2 > Right Click > Edit
3) The recommended value for maximum Java heap is -Xmx256m to -Xmx512m
4) Recycle Financial Reporting services