Minimum Version Required: 26.01
Pre-Conditions
Requires an active and stable internet connection.
Must be attempting to run a database query, execute a report, or trigger an API call within the system.
Must be logged in with permissions to view the report or execute the target query.
Steps
Verify Network Stability: Confirm your internet connection is stable. A network connection dropped mid-query execution can cause the database call to cancel.
Check for Manual Cancellations: Ensure that the pending request was not explicitly canceled by the user or an integrated application mid-execution.
Evaluate Query Size and Complexity: If the command execution timeout limit is reached before the query is completed, attempt to reduce the date range or apply stricter filters to the report or query.
Monitor System Resources: Check for any known system latency or server resource pressure (CPU/Memory) that might be forcing query aborts.
Review Gateway Connections: If using an upstream API or external integration, verify that an upstream gateway timeout has not cascaded to cause a database call cancellation.
Contact Support: If the issue persists after attempting the steps above, please contact support. For efficient troubleshooting, you must gather and provide the following information:
Exact error messages or codes encountered.
Screenshots or video recordings of the issue.
Log files (including Load Balancer Logs or API Processing Times, if applicable).
The exact steps taken by the customer that led to the issue.
The date and time the issue was first observed and any recurrence.
Any changes made to the system before the issue appeared.
Fields And Definitions
SQL Execution Cancelled / Timeout: An exception indicating that a Structured Query Language (SQL) command failed to execute completely because it exceeded allowed time limits, lost network connection, or was manually aborted.
Command Execution Timeout Limit: A system-defined maximum allowed processing time for a single query or API request before it is forcefully stopped to preserve server health.
Upstream Gateway Timeout: An error that occurs when a server acting as a gateway or proxy does not receive a timely response from an upstream server, cascading down to cancel the original database request.
Best Practices
Apply Default Filters: Always configure and utilize default filters on reports to prevent massive, unfiltered executions that cause timeouts.
Filter Early on Date Ranges: Apply date range filters as early as possible in your query to significantly limit the volume of data being processed.
Break Down Large Reports: Split complex reports into smaller, focused reports or dashboard tabs to improve processing time and reduce the likelihood of server resource pressure.
Optimize Joins (Join Required = False): When building custom reports, use this setting where appropriate so the engine can implement automatic join-pruning, only pulling data when explicitly needed.
Limit Row Returns: Configure reports to return only the necessary number of rows. Exceptionally large result sets increase processing time and the risk of a dropped connection.