Overview

This article provides guidance for diagnosing issues related to reporting in PTV Route Optimiser.
Typical symptoms include:

• Reports do not load
• Reporting results appear empty
• Errors occur when opening reports

These issues often relate to connectivity, configuration, or background service failures.

Initial Checks

Verify SQL Server Reporting Server Availability

Ensure that the SQL Server Reporting Server is reachable.
If the server cannot be contacted, reports will not load or may produce errors.

Check Reporting Connection Settings

Confirm that the connection is configured correctly in the PTV Route Optimiser options.
Incorrect or outdated configuration settings can prevent successful report generation.

Import/Export History Review

The import/export history in PTV Route Optimiser can provide helpful diagnostic information.
Look for the following:

• Error messages during import or export
• Newly created entries
• Gaps or irregularities in activity

If entries stop appearing, further checks are needed.

Background Service Verification

Ensure the Background Service Is Running

If no new entries appear in the history:

1. Verify that the background service responsible for import/export is running
2. Restart the background service

If entries do not reappear after restarting, the issue may lie with the upstream system or reporting server.

Confirm the Source of the Error Message

Determine whether the error message originates from PTV Route Optimiser.

• If the message comes from another system (e.g., SQL Reporting Server, internal middleware), the issue must first be resolved by internal IT or the responsible system owner.
• Only continue troubleshooting in PTV Route Optimiser once external systems are confirmed to be functioning.

Verify All Required Services

Reporting may depend on other system services. Ensure all relevant services are running, including:

• Telematics services
• Notification services
• xServer services
• Background services for import and export

Checking the service status helps rule out disruptions elsewhere in the workflow.

Review Service Log Files

If possible, inspect the log files for the services listed above.
Look for:

• Warning messages
• Error entries
• Interrupted connections

This can quickly highlight infrastructure-related issues.

Review Application Logs

If reporting still does not work, review the PTV Route Optimiser application log for:

• Errors
• Warnings
• Unusual or repeated system messages

These logs often reveal root causes, such as failed connections to the reporting server, missing permissions, or service communication issues.