Information to send to support when opening a Management Reporter support case

The next time you need to submit a support case for Management Reporter, the following information can help the support tech with troubleshooting your issue.

  • The full version of number of MR. You can find this under Help | About Management Reporter.
  • If you are getting an error message, let us know where the error is happening (when you generate a report; when you open MR, etc.). A screen shot of the error message is always appreciated.
  • Error messages in MR will normally log something in the Event Viewer too. You can re-create the error and then check the Event Viewer. MR will have something under Windows Logs | Application. There should be an error there with the same timestamp as when you re-created the error. Select the error and then click Action | Save Selected Event. Errors will typically be logged on the MR server.
  • In the MR Configuration Console, click Data Mart Integration, under Logs. Check for any error messages here.
  • You can also run the following script in SQL Management Studio for any integration errors:

    select CIG.[Description]

    , ST.[Name]

    , SM.[Text] 

    , DATEADD(minute, DATEDIFF(minute,GETUTCDATE(),GETDATE()), SL.[StartTime]) as LocalStartTime

    , DATEADD(minute, DATEDIFF(minute,GETUTCDATE(),GETDATE()), SL.[EndTime]) as LocalEndTime

    , SL.[TotalRetryNumber]

    , SL.[IsFailed]

    , STT.[Name] as TaskType 

    from [Scheduling].[Log] SL with (nolock)

    inner join [Scheduling].[Task] ST with (nolock) on SL.TaskId = ST.Id 

    inner join [Scheduling].[Message] SM with (nolock) on SL.Id = SM.LogId 

    inner join [Scheduling].[TaskType] STT with (nolock) on ST.TypeId = STT.Id 

    inner join [Connector].[IntegrationGroup] CIG with (nolock) on CIG.[IntegrationId] = ST.[CategoryId]

    order by SL.[StartTime] desc

Right-click on the results and select Copy with Headers. Paste this into Excel and attach it to your case.


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