The Crystal Reports (CR) error occurs when some maximum activity level has been reached and the symptom is always an exception error when trying to produce a report. This was a big problem, then it was fixed, and now it is back again.
The symptom is an exception error when producing reports. The cure bumps all clients out of GiftWrap without warning.
Client Services needs to be on the look-out for it and to respond quickly in a specific manner:
- Let others in CS know that you suspect the CR issue and are dealing with it. This is so that we don’t have 3 different people in CS taking the time to verify or calling all different people on the reset list, as we tend to get clusters of client calls when the error occurs.
- Verify the CR error by attempting to run a report in your SaaS production test account. (Eval or GA doesn’t count. Don’t report the error to Dev without verification.)
- Error has to be verified so that we don’t bump clients out of the system for any reason other than the Crystal Reports error.
- Report the verified error to Warren, Ellen, Tina or Chris (in that order) and make sure the system gets reset immediately. Email is not sufficient – need to report to a live person and confirm that the reset gets done immediately.
Tina 01/09/2017