MySQL - Database Export Issue

[Jack_Podmore]

Hi guys, 

We query the database directly for reporting purposes to give us the information we require. For the past two weeks when trying to export this information we are getting the below error - we noticed this on the 19th October and was fine on the 12th October. We have tried in different browsers but are still facing the same issue. Can anyone advise? 

Thanks, 

Jack

[James Ainsworth]

Hi Jack,

Is this being done from Database Direct or a report?  If you let me know where or how you are doing trying to extract the data, I can then test and see if I can replicate.

James

[Jack_Podmore]

Hi @James Ainsworth

Sorry for the delay in getting back to you, its been a busy week internally!

This is being done from the Database Direct section of the system. I have just tried again for my weekly reporting and its still a problem for us. If you need any more information please let me know. 

Thanks,

Jack

[James Ainsworth]

Hi Jack,

I tried a few exports, but I wasn't able to replicate this error message.  I have seen session issues before that were related to browser cookie issues when you have multiple Hornbill sessions open and you are logged in as different users on the same computer.  Can you try using incognito windows in Chrome, or delete any existing Hornbill browser cookies and try again. 

 

[Jack_Podmore]

Hi @James Ainsworth

Again apologies for my delayed response. I have tried incognito mode across Chrome, Brave, IE and Edge - I have also tried this across multiple different machines and still running into this issue.

Odd one!

Thanks,

Jack

[James Ainsworth]

Hi Jack, 

Sorry.  A few more questions. 

Is this happening for a particular user or for any user? 

At what point is this message displayed?  When you first go into Database Direct?  When running a saved query?  If when running a saved query, does it happen on all queries?

Have you had a look at the logs to see if any further information is provided?