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--- onboarding:reportingmanager:troubleshooting_-_report_export_to_excel_issue [2017/10/06 15:15] – created mmcc
+++ onboarding:reportingmanager:troubleshooting_-_report_export_to_excel_issue [2021/06/25 10:09] (current) – external edit 127.0.0.1
@@ Line 1: / Line 1: @@
+====== Troubleshooting - Report Export to Excel Issue ======
+===== Example Customer Request =====
+<code>I’m currently having issues exporting the Tickets Open Per Region to an Excel sheet.
+Please let me know if there’s something I need to do on my end, I typically pull this report a few times a day and have never had issues, thanks.
+</code>
+{{ :onboarding:reportingmanager:image001.png?nolink |}}
+----
+===== The Solution =====
+Tailing the logs while replicating the issue revealed the following:
+<code>
+Caused by: org.xml.sax.SAXParseException; lineNumber: 5975; columnNumber: 38; An invalid XML character (Unicode: 0x0) was found in the element content of the document.
+        at org.apache.xerces.parsers.AbstractSAXParser.parse(Unknown Source)
+        at org.apache.xerces.jaxp.SAXParserImpl$JAXPSAXParser.parse(Unknown Source)
+        at groovy.util.XmlParser.parse(XmlParser.java:175)
+        at groovy.util.XmlParser.parseText(XmlParser.java:208)
+        at groovy.util.XmlParser$parseText.call(Unknown Source)
+</code>
+So we know there is an invalid character in the export of the report, now how to we find it in such a large report?
+Sam's approach was to:
+  -  Update the report to return a different value to Null - This unfortunately didn't fix the issue.
+  -  Start stripping out each report column to see when the issue was resolved - This pin-pointed the "Update for Carrier" field of the report.
+  -  Bring the report data into excel and try to find the strange character in that column - here is a regex that was used in this case <code>[^\w, \n-:>@\]\[ ;?=–]</code>
+This lead to the conclusion that the field 'Update for carrier' on the Das NOC form for ticket 1654370 has characters that are not supported by the Export tool:
+{{ :onboarding:reportingmanager:screenshot_2017-10-06_15.09.32.png?nolink |}}
+Fixing the form field value should resolve the issue! Be sure to ask for the customer's permission to make any form changes on prod - the customer may want to do this themselves.

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