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Qlik offers a wide range of channels to assist you in troubleshooting, answering frequently asked questions, and getting in touch with our technical experts. In this article, we guide you through all available avenues to secure your best possible experience.
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The Support Updates Blog
The Support Updates blog delivers important and useful Qlik Support information about end-of-product support, new service releases, and general support topics. (click)
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The Design blog is all about product and Qlik solutions, such as scripting, data modelling, visual design, extensions, best practices, and more! (click)
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By reading the Product Innovation blog, you will learn about what's new across all of the products in our growing Qlik product portfolio. (click)
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Live sessions with Qlik Experts in which we focus on your questions.
Techspert Talks
Techspert Talks is a free webinar to facilitate knowledge sharing held on a monthly basis.
Technical Adoption Workshops
Our in depth, hands-on workshops allow new Qlik Cloud Admins to build alongside Qlik Experts.
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Qlik Fix is a series of short video with helpful solutions for Qlik customers and partners.
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Incidents are supported through our Chat, by clicking Chat Now on any Support Page across Qlik Community.
To raise a new issue, all you need to do is chat with us. With this, we can:
Log in to manage and track your active cases in Manage Cases. (click)
Please note: to create a new case, it is easiest to do so via our chat (see above). Our chat will log your case through a series of guided intake questions.
When creating a case, you will be prompted to enter problem type and issue level. Definitions shared below:
Select Account Related for issues with your account, licenses, downloads, or payment.
Select Product Related for technical issues with Qlik products and platforms.
If your issue is account related, you will be asked to select a Priority level:
Select Medium/Low if the system is accessible, but there are some functional limitations that are not critical in the daily operation.
Select High if there are significant impacts on normal work or performance.
Select Urgent if there are major impacts on business-critical work or performance.
If your issue is product related, you will be asked to select a Severity level:
Severity 1: Qlik production software is down or not available, but not because of scheduled maintenance and/or upgrades.
Severity 2: Major functionality is not working in accordance with the technical specifications in documentation or significant performance degradation is experienced so that critical business operations cannot be performed.
Severity 3: Any error that is not Severity 1 Error or Severity 2 Issue. For more information, visit our Qlik Support Policy.
If you require a support case escalation, you have two options:
When other Support Channels are down for maintenance, please contact us via phone for high severity production-down concerns.
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Review our Service Level Agreements and License Agreements.
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Advanced options is not visible when editing a sheet. This can happen on a specific app even if the option was present before.
You can activate the "Show Sheet Header" option in the app settings to make the "Advanced option" button visible again.
For some reasons, the "Show Sheet Header" could be deactivated in an app. "Advanced Options" is invisible when this happens, because it is located in the sheet header that is removed. The app looks like this in editing mode:
This Techspert Talks session covers:
Upgrading and unbundling the Qlik Sense Repository Database using the Qlik PostgreSQL Installer
Click here to see video transcript
What is the default user session timeout for Qlik Sense Business and Qlik Sense Enterprise SaaS? Can the session timeout for Qlik Cloud be changed?
The default (fixed) value is set to 30 minutes. This is controlled by SESSION_TTL.
It is not currently possible to adjust the session timeouts in the Qlik Cloud.
Also see a related video posted on Hub access times out with: Error Connection lost. Make sure that Qlik Sense is running properly
This option is available in Qlik Sense June 2018 Patch 1 and later releases.
Description of related problem:
Getting errors "Connection to the Qlik Sense engine failed for unspecified reasons. Refresh your browser or contact our system administrator" for external users on other browsers except for IE when they open the Qlik sense app and leave it inactive until it exceeds the Firewall session idle timeout. This is followed by a connection reset for the TCP WebSocket session.
For Qlik Sense Enterprise for Business (Cloud), see Loading of an app is hanging when using QlikSense Cloud.
TCP WebSocket connection is terminated by the firewall because the firewall is not receiving any TCP traffic such as keep-alive packets from client browser (e.g. Firefox, older Chrome versions). Specific web browsers have their own tcp keep-alive behavior.
This issue may be found with less frequency with IE because it sends the TCP Websocket keep-alive more frequent than any other main stream browser. Here are the default intervals for the three main browsers latest releases as of September 2020:
Default TCP-Keep-Alive intervals:
This functionality is by default switched off not to affect any existing customers. Customers who do not experience any issues with web sockets terminated by the network due to inactive SHOULD NOT switch this feature ON since it will send unnecessary traffic on the network. See How are WebSockets used in QlikSense ? for more information.
<add key="WebSocketPingInterval" value="0"/> <!-- Interval in seconds for the web socket ping to the client (a value of "0" is disabling the ping)–>
Where value is a suitable positive number depending on the inactive web socket timeout setting in the network. The effective interval that the Qlik Sense Proxy server will send keep-alive messages towards the client my oscillate between 2 x value and 1 x value, since it also takes into account backend inter-process socket activity. Eg: setting the value of WebSocketPingInterval to 30 may lead to keep-alive messages sent to the client every 30 or 60 seconds.Multi-Factor Authentication (MFA) adds additional security for logging into Qlik Cloud Services. Qlik recommends enabling MFA on your Qlik account.
If the device used for MFA is bein replaced, or if MFA needs to be disabled temporarily, this can be achieved in your My Qlik Portal.
You have been running Qlik Sense normally for quite some time. Over time you have accumulated an abundance of reload tasks configured in your Qlik Sense QMC.
Recently however, you have noticed that Qlik Sense QMC reload tasks are in the following state:
To resolve the issue, it is recommended to add an additional scheduler node (or nodes) in order to manage the ever increasing number of reload tasks in the affected Qlik Sense environment.
As time goes on, add additional scheduler nodes in proportion to the increasing number of reload tasks added/deployed in your environment.
The existing Qlik Sense scheduler nodes simply cannot manage the additional burden placed upon it by ever increasing reload tasks.
Concurrent Reload Settings in Qlik Sense Enterprise
QB-20013
The Qlik Sense log files can be easily collected using the Log Collector.
The Log Collector is embedded in the Qlik Sense Management Console. It is the last item listed in the Configure Systems section.
For instructions on how to use the Log Collector, see Log collector (help.qlik.com).
Content
The user must be a root admin and have administrative permissions.
The best way to gather these logs is to use the Qlik Sense Log Collector. If the tool is not included in your install, it can be downloaded from this article.
This list provides an overview of what system information the Qlik Sense Log collector accesses and collects.
C:\Windows\System32\whoami.exe
C:\Windows\System32\netstat.exe -anob
C:\Windows\System32\tasklist.exe /v
C:\Windows\System32\netsh.exe advfirewall show allprofiles
C:\Windows\System32\ipconfig.exe /all
C:\Windows\System32\iisreset.exe /status
C:\Windows\System32\reg.exe query "HKEY_CURRENT_USER\Software\Microsoft\Windows\CurrentVersion\Internet Settings" | find /i "ProxyEnable"
C:\Windows\System32\reg.exe query "HKEY_CURRENT_USER\Software\Microsoft\Windows\CurrentVersion\Internet Settings" | find /i "proxyserver"
C:\Windows\System32\reg.exe query "HKEY_CURRENT_USER\Software\Microsoft\Windows\CurrentVersion\Internet Settings" | find /i "AutoConfigURL"
C:\Windows\System32\reg.exe query "HKEY_CURRENT_USER\Software\Microsoft\Windows\CurrentVersion\Internet Settings" | find /i "ProxyOverride"
C:\Windows\System32\ping.exe google.com
C:\Windows\System32\net.exe use
C:\Windows\System32\wbem\wmic.exe /OUTPUT:STDOUT logicaldisk get size
C:\Windows\System32\net.exe localgroup "Administrators"
C:\Windows\System32\net.exe localgroup "Qlik Sense Service Users"
C:\Windows\System32\net.exe localgroup "Performance Monitor users"
C:\Windows\System32\net.exe localgroup "QlikView Administrators"
C:\Windows\System32\net.exe localgroup "QlikView Management API"
C:\Windows\System32\systeminfo.exe
C:\Windows\System32\wbem\wmic.exe /OUTPUT:STDOUT product get name
C:\Windows\System32\WindowsPowerShell\v1.0\powershell.exe -command "gwmi win32_service | select Started
C:\Windows\System32\gpresult.exe /z
C:\Windows\System32\secedit.exe /export /areas USER_RIGHTS /cfg
C:\Windows\System32\secedit.exe /export /areas
C:\Windows\System32\WindowsPowerShell\v1.0\powershell.exe -command "Get-ChildItem -Recurse Cert:\currentuser\my | Format-list"
C:\Windows\System32\WindowsPowerShell\v1.0\powershell.exe -command "Get-ChildItem -Recurse Cert:\currentuser\Root | Format-list"
C:\Windows\System32\WindowsPowerShell\v1.0\powershell.exe -command "Get-ChildItem -Recurse Cert:\localmachine\my | Format-list"
C:\Windows\System32\WindowsPowerShell\v1.0\powershell.exe -command "Get-ChildItem -Recurse Cert:\localmachine\Root | Format-list"
$FormatEnumerationLimit=-1;$Session = New-Object -ComObject Microsoft.Update.Session;$Searcher = $Session.CreateUpdateSearcher();$historyCount = $Searcher.GetTotalHistoryCount();$Searcher.QueryHistory(0, $historyCount) | Select-Object Title, Description, Date, @{name="Operation"; expression={switch($_.operation){1 {"Installation"}; 2 {"Uninstallation"}; 3 {"Other"}}}} | out-string -Width 1024
C:\Windows\System32\netsh.exe http show urlacl
C:\Windows\System32\netsh.exe http show sslcert
Any versions of Qlik Sense Enterprise on Windows prior to May 2021, do not include the Log Collector.
If the Qlik Sense Log collector does not work then you can manually gather the logs.
For information on when logs are archived, see How logging works in Qlik Sense Enterprise on Windows.
Persistence Mechanism Current Logs(Active Logs) Archived Logs
Shared (Sense 3.1 and newer) | C:\ProgramData\Qlik\Sense\Log | Defined in the QMC under CONFIGURE SYSTEM > Service Cluster > Archived logs root folder Example enter (\\QLIKSERVER\QlikShare\ArchivedLogs) |
Synchronized (Sense 3.1 and older) | C:\ProgramData\Qlik\Sense\Log | C:\ProgramData\Qlik\Sense\Repository\Archived Logs |
Note: Depending on how long the system has been running, this folder can be very large so you will want to include only logs from the time frame relevant to your particular issue; preferably a day before the issue began occurring.
Upgrading Qlik Sense Enterprise on Windows with a standalone PostgreSQL database to August 2023 or later fails. The installer does not return an error on-screen.
A Qlik Sense Enterprise on Windows environment can have a bundled PostgreSQL database or a standalone database.
If your Qlik Sense environment has relied on a standalone PostgreSQL database since its initial setup, and still has its PostgreSQL 9.6 database and binaries, additional steps are required to prepare for an upgrade to any versions beyond Sense August 2023.
These binaries will be in the following folder:
C:\Program Files\Qlik\Sense\Repository\PostgreSQL\version number
Where version number is 9.3 or 9.6.
The old binaries need to be uninstalled and new binaries installed (on all nodes).
Qlik Sense August 2023 and higher as the target version
Qlik Sense May 2023 and lower as the source version
Before proceeding with an upgrade:
The msi will be revealed.
The msi will be revealed.
The upgrade will be blocked when a 9.6 or 9.3 database binary folder is found. These folders can be in either:
C:\Programdata\Qlik\Sense\Repository\PostgresSQL\version number
C:\Program Files\Qlik\Sense\Repository\PostgresSQL\version number
When attempting to upgrade Qlik Sense to a newer version, you may encounter a situation where the upgrade process treats it as a fresh installation rather than detecting the existing version.
Additionally, you might encounter the following warnings before encountering the upgrade issue:
These warnings are triggered because there is already an active and working version of Qlik Sense installed on the system.
To address this issue, follow the steps below:
Locate the installation packages for Qlik Sense. These packages are typically stored in the following directory: C:\ProgramData\Package Cache
.
If any packages are missing from the specified directory, it can lead to the behavior where the previous version is not detected during the upgrade process.
To resolve this, you need to restore the missing folders in the C:\ProgramData\Package Cache
directory. If you have a backup of these package folders, simply place them back into the correct location.
In case you don't have a backup of the package folders, you can retrieve them by installing the same version of Qlik Sense on a test machine. This will ensure you have the correct folders needed for the server.
By following these steps, you should be able to upgrade Qlik Sense successfully without encountering the issue of the previous version not being detected.
Customer need Email Notification when failing tasks in Qlik Sense
There is no UI function in QMC in the current Qlik Sense product. However, there are other solutions available:
Qlik Alerting is an intelligent alerting platform for Qlik Sense®, providing sophisticated, data-driven alerts that help users more proactively monitor and manage their business. With Qlik Alerting, organizations can manage by exception, increasing the value of analytics by notifying users of potential issues, helping them immediately analyze further, and prompting action based on insight.
Click here.
Please see Qlik Sense Developer Help Example: SmtpAppender
To configure Qlik Sense to use an appender, a configuration file, LocalLogConfig.xml must be created in the %ProgramData%\Qlik\Sense\<service> folder.
In attached example the SmtpAppender will be used to send an email through Gmail, whenever a task may fail.
* NOTE: Attached example has been tested, how to implementing in different environment can be different. If customer/partner has mail server issue which will beyond our product support scope.
Qlik SMTP / Notification Connector: How to set it up
Below are several solutions offered via *Branch.Qlik.com
With February 2018 of Qlik Sense, it is possible to capture granular usage metrics from the Qlik in-memory engine based on configurable thresholds. This provides the ability to capture CPU and RAM utilization of individual chart objects, CPU and RAM utilization of reload tasks, and more.
Also see Telemetry logging for Qlik Sense Administrators in Qlik's Help site.
Click here for Video Transcript
In the Qlik Sense Management Console, navigate to Engines > choose an engine > Logging > QIX Performance log level. Choose a value:
[Settings 7]
ErrorPeakMemory=2147483648
WarningPeakMemory=1073741824
ErrorProcessTimeMs=60000
WarningProcessTimeMs=30000
Note that it is possible to track only process time or peak memory. It is not required to track both metrics. However, if you set ErrorPeakMemory, you must set WarningPeakMemory. If you set ErrorProcessTimeMs, you must set WarningProcessTimeMs.
Note: Currently telemetry is only written to log files. It does not yet leverage the centralized logging to database capabilities.
Note: for more info on the common fields found in the logs please see help.qlik.com.
The Method column details each engine operation and are too numerous to completely detail. The most relevent methods to investigate are as follows and will be the most common methods that show up in the logs if a Warning or Error log entry is written.
Method | Description |
Global::OpenApp | Opening an application |
Doc::DoReload, Doc::DoReloadEx | Reloading an application |
Doc::DoSave | Saving an application |
GenericObject::GetLayout | Calculating a hypercube (i.e., chart object) |
Once the logs mentioned above are created, the Telemetry Dashboard for Qlik Sense can be downloaded and installed to read the log files and analyze the information.
The Telemetry Dashboard provides the ability to capture CPU and RAM utilization of individual chart objects, CPU and RAM utilization of reload tasks, and more.
For additional information including installation and demo videos see Telemetry Dashboard - Admin Playbook
The dashboard installer can be downloaded at: https://github.com/eapowertools/qs-telemetry-dashboard/wiki. NOTE: The dashboard itself is not supported by Qlik Support directly, see the Frequently Asked Questions about the dashboard, to report issues with the dashboard, do so on the "issues" webpage.
1. Right-click installer file and use "Run as Administrator". The files will be installed at C:\Program Files\Qlik\Sense
2. Once installed, you will see 2 new tasks, 2 data connections and 1 new app in the QMC.
3. In QMC Change the ownership of the application to yourself, or the user you want to open the app with.
4. Click on the 'Tasks' section in the QMC, click once on 'TelemetryDashboard-1-Generate-Metadata', then click 'Start' at the bottom. This task will run, and automatically reload the app upon completion.
5. Use the application from the hub to browse the information by sheets
When attempting to download a Tabular Reporting On-Demand report, the following error is presented:
"There was an error downloading the report"
[{\"error\":{\"code\":404,\"message\":\"chart not found\"},\"exportErrors\":[{\"code\":\"REP-404002\",\"detail\":\"the chart does not exist or it is not available\",\"meta\":{\"appErrors\":[{\"appId\":\"c09eab27-2fca-49ff-8fae-7acf286c1f8b\",\"method\":\"GetObject\",\"parameters\":{\"chartID\":\"KpEJwyY\"}}]}
A file with the extension .meta is saved for each QVW on your QlikView Server and will be located in the same folder than the QVW together with the .shared file.
The .meta file shares the following information concerning the QVW document:
All these settings are set directly on the document in the QlikView Management Console (QMC) in Documents > User documents
The .meta file associated with a .QVW/.QVF is only generated when a Publisher distribute to server task for the .QVW/.QVF file is completed.
If corruption of .meta files is suspected, it is generally recommended to remove the files and set these settings again.
The Qlikview server has been set up with Kerberos authentication. When navigating to the QlikView Management Console the following errors are printed:
Login Failed
This web page cannot be displayed
Environments:
Kerberos authentication is not supported in the QlikView Management Console.
For information regarding the AccessPoint, see Kerberos support using QlikView Webserver
Qlik Sense can process a maximum of 1,048,576 (2^20) characters by row when loading data from a CSV file. If a row in the source CSV file is longer than this limit, Qlik Sense automatically breaks it to multiple rows in the loaded table.
This doesn't happen when loading another file format (like XML) or loading the same CSV file in QlikView.
To increase the maximum length, please set parameter LongestPossibleLine in Settings.ini file of Qlik Sense Engine to a higher value than 1048576.
See How to modify Qlik Sense Engine's Settings.ini for detailed instructions of changing parameters in Settings.ini.
Qlik Sense engine supports up to 512 Megabytes (512*1024*1024) as line length. Script reload can handle strings up to this length in a single data cell. However, when using the data selection wizard, such long string may break the web socket. Therefore, maximum string length is limited to 1,048,576 characters to avoid this web socket issue.
A Qlik Replicate Child task being resumed using SCN fails with:
Cannot start processing from timestamp '2024-04-25 03:40:00.000000', the logstream only contains records with timestamp greater than or equal to '2024-04-25 08:45:02.000000'
Our Customer has over existing 200 big data spark jobs migrated from 7.3.1 to 8.0.1 and it gives "IndexOutOfBoundsException" after "use Dataset API in migrated components" checkbox is enabled in Spark Configuration.
UsedatasetAPIinMigratedComponents
Error Log
!ENTRY org.eclipse.ui.workbench 4 2 2024-03-28 18:01:50.038 !MESSAGE Problems occurred when invoking code from plug-in: "org.eclipse.ui.workbench". !STACK 0 java.lang.IndexOutOfBoundsException: Index 0 out of bounds for length 0 at java.base/jdk.internal.util.Preconditions.outOfBounds(Preconditions.java:64) at java.base/jdk.internal.util.Preconditions.outOfBoundsCheckIndex(Preconditions.java:70) at java.base/jdk.internal.util.Preconditions.checkIndex(Preconditions.java:248) at java.base/java.util.Objects.checkIndex(Objects.java:372) at java.base/java.util.ArrayList.get(ArrayList.java:459) at org.talend.designer.bigdata.avro.AvroRecordStructGenerator.firstSchemaFieldHasAnAsterisk(AvroRecordStructGenerator.java:256) at org.talend.designer.bigdata.avro.AvroRecordStructGenerator.generateRecordStructForDataset(AvroRecordStructGenerator.java:242) at org.talend.repository.spark.editor.SparkDataProcess.generateRecordStructForConnection(SparkDataProcess.java:207) at org.talend.designer.bigdata.common.BigDataDataProcess.buildRecordStructsForConnections(BigDataDataProcess.java:612) at org.talend.designer.bigdata.common.BigDataDataProcess.buildRecordStructsForConnections(BigDataDataProcess.java:588) at org.talend.repository.spark.editor.SparkDataProcess.buildFromGraphicalProcess(SparkDataProcess.java:156) at org.talend.designer.bigdata.common.BigDataProcess.getGeneratingNodes(BigDataProcess.java:93) at org.talend.designer.core.ui.editor.process.Process.getNodesOfType(Process.java:3949) at org.talend.designer.core.ui.editor.nodes.Node.checkParameters(Node.java:3029) at org.talend.designer.core.ui.editor.nodes.Node.checkNode(Node.java:4406) at org.talend.designer.core.ui.editor.process.Process.checkProblems(Process.java:3801) at org.talend.designer.core.ui.editor.process.Process.checkProcess(Process.java:3792) at org.talend.designer.core.ui.views.problems.Problems.initCurrentProblems(Problems.java:265) at org.talend.designer.core.ui.views.problems.Problems.addProcess(Problems.java:257) at org.talend.designer.core.ui.ActiveProcessTracker.addJobInProblemView(ActiveProcessTracker.java:169) at org.talend.designer.core.ui.ActiveProcessTracker.partOpened(ActiveProcessTracker.java:294)
After checked with R&D and made some investigation and analysis on it, this is a Plugin code generation logic bug from: plugins/org.talend.designer.bigdata/src/org/talend/designer/bigdata/avro/AvroRecordStructGenerator.java
Fixed patch: V8.0.1-R2024-04 patch
Internal defect ID, TBD-16238
Are you looking to contact Support? See How to contact Support for details.
All reported Support cases must include basic information and details to enable efficient analysis and investigation by Qlik Support. The relevant details can most of the time be gathered by answering the below Five Ws and How (a.k.a. Six Ws). Additionally, supporting material matching the provided details will expedite problem-solving and identify a solution to any given issue on time.
Each question should have a factual answer — facts necessary to include for a report to be considered complete. Importantly, none of these questions can be answered with a simple "yes" or "no".
What is the issue about?
Who is affected by the issue?
Where have you seen the issue?
When did (or does) the issue occur?
How did you try solving the issue?
Why does the issue occur?
Supporting Material
Reference:
https://en.wikipedia.org/wiki/Five_Ws
Partial reloads can be performed in Qlik Sense via the in-app Button object. More information is available under Partial Reload - Qlik Sense on Windows.
For older versions of Qlik Sense, a third party extension is available which can be used to achieve Partial Reload. Note that this third party extension is not covered by Qlik Support. Please contact the extension vendor for assistance.
Download: Qlik Branch Project: Qlik Sense Reload Button
Or: GitHub repository for the Qlik Sense Reload Button.
Documentation on how to load new and updated records with incremental load can be found here: Loading new and updated records with incremental load