Endpoint Protection Manager reporting does not respond or shows a timeout error message when querying large amounts of data

Products

• Endpoint Protection

Issue/Introduction

When running a report in the Symantec Endpoint Protection Manager (SEPM) or generating a log on a reporting server. The server does not respond, or you see the following error message:

The database query timed out. Try reducing the number of filters, or increasing the SQL Server query timeout value.

Resolution

This problem can happen when you run reports or generate logs with large amounts of data. To fix the problem, increase the MS SQL server connection timeout value and command timeout value.


To change the MS SQL server connection timeout value and command timeout value

1. On the SEPM computer, start Windows Explorer.
    
2. Navigate to the following folder (default location provided):
   64-bit: C:\Program Files (x86)\Symantec\Symantec Endpoint Protection Manager\Php\Include\Resources
   32-bit: C:\Program Files\Symantec\Symantec Endpoint Protection Manager\Php\Include\Resources
    
3. Open the Reporter.php file in a plain-text editor, such as Notepad.
    
4. Find the line $CommandTimeout and increase the value (in seconds).
   If the line does not exist, create it.
   For example, to increase the timeout to ten minutes, change the line to the following:
   $CommandTimeout = 600;
    
5. Find the $ConnectionTimeout line and increase the value (in seconds).
   If the line does not exist, create it.
   For example, to increase the timeout to ten minutes, change the line to the following:
   $ConnectionTimeout = 600;
    
6. Save and close the Reporter.php file.
7. Add/edit the values 4 and 5 in Reporter2.php as well.

 

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Note: If you specify zero, or leave either of the values blank, Reporting Server uses the default value, which is 300 seconds (five minutes).

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When you run reports or generate logs with large amounts of data, and you get CGI or terminated process errors, you might want to change any of the following timeout values:

• The max_execution_time in the php.ini file
   
• The Transaction timeout
   
• The Apache timeout values

To change the max_execution_time timeout value

1. On the SEPM computer, start Windows Explorer.
    
2. Navigate to the following folder (default location provided):
   64-bit: C:\Program Files (x86)\Symantec\Symantec Endpoint Protection Manager\Php
   32-bit: C:\Program Files\Symantec\Symantec Endpoint Protection Manager\Php
   ​ 
3. Right-click the Php.ini file, and then click Properties.
    
4. On the General tab, uncheck Read-only, and then click OK.
    
5. Open the Php.ini file in a plain-text editor, such as Notepad.
    
6. Find the max_execution_time entry and increase the value (in seconds).
   For example, to increase the timeout to ten minutes, change the line to the following:
   max_execution_time=600
    
7. Save and close the Php.ini file.
    
8. Right-click the Php.ini file, and then click Properties.
    
9. On the General tab, check Read-only, and then click OK.

 
To change the Transaction timeout value

1. On the Windows taskbar, click Start > Programs > Administrative Tools > Component Services.
    
2. In the left pane, expand Component Services > Computers.
    
3. Right-click My Computer and then click Properties.
    
4. On the Options tab, in the Transaction timeout box, type the value that you want (in seconds).
    
5. Click OK.

 
To change Apache timeout parameters in httpd.conf

1. On the SEPM computer, start Windows Explorer.
    
2. Navigate to the following folder (default location provided):
   64-bit: C:\Program Files (x86)\Symantec\Symantec Endpoint Protection Manager\apache\conf
   32-bit: C:\Program Files\Symantec\Symantec Endpoint Protection Manager\apache\conf
   ​ 
3. Open the httpd.conf file with a plain-text editor, such as Notepad.
    
4. Locate the following lines and increase the values (in seconds) from the values that appear by default:
   FcgidIOTimeout  
   FcgidBusyTimeout  
   FcgidIdleTimeout 
    
5. Save and close the httpd.conf file.

When you finish setting you must restart the services of Symantec Endpoint Protection Manager and Symantec Endpoint Protection Manager Webserver or restart the Server.