Reports Are Blank or Are Missing Data
If your Remote Desktop Commander scheduled reports are now blank, or are missing data, please run through this checklist to return things to normal:
1.) Verify that the RDPSoft Remote Desktop Reporter Service is running. If the service is not running, no new data can be collected. If when attempting to restart the service, it fails to do so, open up the Remote Desktop Commander Configuration Tool. If the Remote Desktop Commander Configuration Tool raises a licensing error, visit our licensing troubleshooter here to restore licensing so our service can start up and collect data again.
If you can open the Remote Desktop Commander Configuration Tool without error, your service account’s password may have expired. Please go to the Service Settings area, enter in the new, correct service account password twice, and click Update Service Credentials. Then click Start Service. Verify that the service is now running successfully, and verify that servers are being polled in a timely manner, by going to the Add/Manage Servers area, and verifying that the Last Polled Time is recent within the past few minutes.
2.) If the RDPSoft Remote Desktop Reporter service is running successfully, please make sure that your servers are in fact being polled correctly. Go to the Add/Manage Servers area, and verify the Last Poll Time column is up to date within a few minutes of the current system time. If it is not, make sure that the RDPSoft Remote Desktop Reporter service account is a local Administrator on the local system/VM where our software is installed, AND make sure this account is a local Administrator on each server it is monitoring/polling for data, either directly or through its group memberships in the domain. Also make sure that the RDPSoft Remote Desktop Reporter Service account has a login created for it on your SQL Server, and make sure that it at least holds db_datareader and db_datawriter rights on the RDPReporter database. Once you have verified these permissions, stop/restart the RDPSoft Remote Desktop Reporter service, wait a few minutes, and then refresh the servers in the Add/Manage Servers area. Verify that the Last Poll Time column for your servers is now up to date.
3.) Another potential source of blank/incomplete reports is a full or nearly full SQL Server database. If you suspect that your SQL Server database is full, please review this KB article on how you can reclaim free space in your SQL Server database.
