7pace Timetracker Reporting and API common errors and states. Why is my Reporting or API not working?

Question 1

I’m getting a message that says "Reporting restart has been initiated" and that "this can take some time depending on the number of work items in DevOps and worklogs in 7pace Timetracker." Why is my reporting page being restarted?

Question 2

7pace Timetracker Reporting or API  (and therefore Excel, PowerBi, etc.) is not working and I am seeing "Current Report State is Being processed" (for more than a day now) / "Error Calling DevOps API" / "API call returns Unauthorized message." Why is my Reporting or API not working?

Answer

The Reporting page may be restarting or processing due to the following reasons:

• The Reporting page was accessed for the very first time by someone in your DevOps organization and is being refreshed.
  SOLUTION: This is normal behavior and no action is necessary. Please wait for Reporting to build.
• Reporting & API were not used for six (6) months or more.
  SOLUTION: This is normal behavior and no action is necessary. Please wait for Reporting to rebuild.
• Reporting was restarted manually by someone from Settings -> Reporting & API.
  SOLUTION: Please wait for the restart to complete in order to use 7pace Timetracker Reporting. 
• Your Service Account has lost authorization.
  SOLUTION: Your Service Account user needs to log in and access any 7pace Timetracker page, where they will be prompted to authorize 7pace Timetracker. It is required for the Service Account user to authorize Timetracker by using a DevOps PAT. 

The time necessary for Reporting to process all data depends on the amount of data you have both in 7pace Timetracker and in Azure DevOps. It can take from 30 minutes to several hours in some cases (up to 4 hours).
If the reporting restart is taking longer, you will need to check the reporting health state error message by navigating to 7pace Timetracker Settings -> Reporting & API and click on the Details button:

COMMON REPORTING AND API ERRORS FOUND UNDER CURRENT REPORT STATE / API ERROR MESSAGES

Problem: Error with Service Account authorization/permissions:

• You will find keywords like Token, authorize, Service Account in the reporting state error details

Examples:

• Could not perform request to DevOps Services. Token may be invalid. Refresh token or check AAD Settings.
• 7pace Timetracker is not authorized. Personal Access Token (PAT) has expired or has been revoked.
• Error occurred calling the DevOps API. Please click Details for more info.
• Token for Service Account … is empty

Solution: Your Service Account user needs to log in and access any 7pace Timetracker page, where they will be prompted to authorize 7pace Timetracker. It is required for the Service Account user to authorize 7pace Timetracker by using a DevOps PAT. 

Problem: Cannot insert the value NULL into column 'System_State', table 'tfstimetracker_db.dbo.WorkItemCacheEntry'; column does not allow nulls. UPDATE fails.

Solution: This issue can only be solved with the help of the 7pace team, so please contact 7pace Timetracker Support at support@7pace.com.

If you were not able to resolve the issue by following the steps described, please contact 7pace Timetracker Support at support@7pace.com.