When timeout issues occur it is usually indicative of a network issue or database issue and not a problem with the application. VersaDev should not need to be consulted unless it has been proven that the issue is not infrastructure or database related and is caused by the application.
1. Log on to the network and browse to the versaSRS URL provided by the reporting User
2. Confirm that versaSRS is timing out or running slowly
3. Log on to the server hosting versaSRS and run it directly on the server
4. Confirm if the application is timing out or running slowly on the server. Compare results with accessing the application over the network.
5. If versaSRS is running fine on the Server, advise the User that the problem appears to be network related, and inform them you will raise the issue with Infrastructure Support. Then raise a Case with the appropriate Team(s) for investigation.
6. If timeout issues are being experienced on the versaSRS server, check the versaSRSMailin and versaSRSMailout log files on the server and determine if there are any errors in the files. If there are errors in the log files log a Case with our Support Team and provide all of your findings.
7. If timeout issues are being experienced on the versaSRS server, and the Mail log files show no errors, open IIS and locate the Application Pool that corresponds with the versaSRS applications URL and Recycle it.
NOTE: Recycling the Application Pool will break all User sessions, we STRONGLY recommend that you seek business approval prior to the Recycle and establish a suitable time to perform.