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Page Revision: Tue, 24 Apr 2018 14:14

These are some steps you can take to resolve timeout errors:

• Complete necessary maintenance on the database by following the instructions here.
  

• Check for Advanced Indexing Options by following the instructions here.
  

• Installing the latest version of SQL can improve performance and security. Here is additional information about CAREWare recommendations for SQL.
  

• Restarting the business tier service by following the instructions here.
  

• Verify the CAREWare server meets operating requirements by reviewing the performance checklist here.
  

Below are settings that can be adjusted to improve performance or give reports more time to complete.

Increase the Command and Query values

1. Go to C:\Program Files\CAREWare Business Tier (Program Files (x86) for CAREWare version 5.0).
2. Scroll to CW Admin.
3. Right-click CW Admin.
4. Click Run as Administrator.
5. Click Stop Server.
6. In the drop down for Table Name select LocalNumberStorage.
7. Click Command Timeout.
8. Click Edit.
9. Double the current value.
10. Click Save.
11. Click query Timeout to highlight it.
12. Click Edit.
13. Double the current value.
14. Click Save.
15. Click Start Server.
    

Increase the report timeout value

1. Go to C:\Program Files\CAREWare Business Tier (Program Files (x86) for CAREWare version 5.0).
2. Scroll to CW Admin.
3. Right-click CW Admin.
4. Click Run as Administrator.
5. Click Stop Server.
6. Click Common Storage Settings.
7. Click the column header cmm_st_pk to sort the column alphabetically.
8. Scroll to report Timeout.
9. Double the ReportTimeout value in the cmm_st_number field (default value is 180).
10. Click on a different column and row to save the change.
11. Click Server Settings.
    

Note: The RSR report has a timeout limit of 120 minutes for build 955 or newer and a timeout limit of 40 minutes for build 954 or earlier. The RSR report timeout limit is programmed into CAREWare as a separate setting.

Check to see if the message queue is full

The message queue is used on 64-bit machines to enable CAREWare to use the 32-bit DLL that generates the client URNs. If the message queue becomes full, then an issue similar to what you've experienced can occur. Here are instructions to purge the message queue.


Turn off PII encryption

PII enctyption is enabled by default within CAREWare and encrypts the cw_client table and cw_map_client_provider fields for Personally Identifiable Information (PII). In large databases and/or older systems the encryption/decryption of the fields can cause timeouts to occur. Here are instructions to turn of PII encryption.

Note: This is a security feature and disabling PII encryption will allow for PII information to be displayed on the cw_client and the cw_map_client_provider tables.

Verify the Recovery Model is set to Simple and not Full for cw_data

By default the CAREWare setup file and any provided scripts from the CAREWare Help Desk will create a database using the Simple recovery model. We do not suggest users change the recovery model as it will slow SQL Server in most instances. CAREWare does not support nor is it programmed to use point in recovery (Full recovery model).

You can use the following steps to check & change the recovery model of the CAREWare SQL Server instances:

1. Connect to the CAREWare database instance using SQL Server Management Studio.
2. Expand Databases.
3. Right-click cw_data.
4. Click Properties.
5. Click Options.
6. Click the drop down arrow for Recovery model.
7. Select Simple.
8. Click OK.
   

If the Recovery model was changed from Full to Simple, make a backup to reset the log.

Set autogrowth settings for cw_data to MB from %

The Auto-growth setting should be set to megabytes instead of a percent, such as By 10%, unrestricted growth. Instead choose by X number of MB.

1. Connect to the CAREWare database instance using SQL Server Management Studio.
2. Expand Databases.
3. Right-click cw_data.
4. Click Properties.
5. Click Files.
6. Click the ellipsis under Autogrowth/Maxsize.
7. Click in Megabytes.
8. Click OK.
9. Repeat for CW_Log.