Crystal report suddenly stopped

[tmizoguchi]

Gentlemen,
I need your advise to fix the following issue.
Our customer AACC 6.4 HA with CS1000E Rls.7.6 has faced one issue, but it's three times happened through this year.
According to this customer, Crystal report suddenly stopped and then the call report was becoming no output.
The first incident happened in January this year, second time happened in June, then third time happened in September.
I mean it's not so many time happened actually.
In order to recovery the system in this incident, the customer always restarted CCMA manually,
then after CCMA is up, Crystal report runs and call report output comes back.
Still the customer is able to do recovery action for this incident by themselves.
But we are asked by the customer something wrong in the system could be.
So please let me have your comment how we can fix this issue.
Thank you very much for your cooperation in advance.

In addition,
As of December 1st 2016, Avaya has issued Product support notice #PSN004898u name: CC-10065 Avaya Aura Contact Center 6.4 SP15: Historical reports intermittently
failing. According to this PSN memo, it says AACC6.4 SP15 sites need to apply patch Avaya_Aura_CCMA_6.4.215.237
I think I will be able to close this issue after I would try evaluation this patch in our verification system in Lab.

By the way, is there anyone who has expelienced this patch installtion on AACC already ?
I would like to have your comment on this, such as the point to be awared, and result of affect on this patch.

Thanks and the best regards,

[cflowe]

Hello,

We've experienced the same with exact same setup as this.

Does not just restarting CrystalReports service fix?

We were advised by our partners that "the latest theory is that having scheduled reports configured with invalid printers or email addresses can lead to the problem" although that didn't apply in our instance.

[tmizoguchi]

Hi cflowe,
Thank you very much for your advise.
Of course I will check with the customer regarding invalid printers, and PC servers are exist on site or not.
You said it was not applied to your instance on your text, so did you find any cause out on your side for similar incident for now ?
If yes, please let me know how to fix.
With the best regards,
tmizoguchi