Encryption error when viewing dashboards and reports

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Article ID: 184678

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Updated On:

Products

IT Analytics

Issue/Introduction

When clicking on any report or dashboard, the following error is displayed:

The report server cannot decrypt the symmetric key that is used to access sensitive or encrypted data in a report server database. You must either restore a backup key or delete all encrypted content. (rsReportServerDisabled) 
For more information about this error navigate to the report server on the local server machine, or enable remote errors
.

Cause

The Microsoft SQL Server Reporting Services (SSRS) encryption keys for IT Analytics are corrupted.

Environment

Release: 2.9.x

Component: Microsoft SQL Server Reporting Services

Resolution

If a backup of the site's encryption key is not available, use the Reporting Services Configuration Manager utility to delete and re-create the site's encryption key. To do this, follow the instructions provided in the following Microsoft KB article:

https://docs.microsoft.com/en-us/troubleshoot/sql/reporting-services/error-message-report-server-service-start