Need to learn how to troubleshoot...The maximum report processing jobs limit configured...and more

I am trying to approach and issue from a troubleshooting perspective instead of the” it doesn’t work give me a solution” angle. I work in customer support and I try to look for signs or data that shows me where and why there is a problem, but I haven’t found the correct troubleshooting method yet.

When we generate reports from our internal sites things appear to work properly, but when we implement this in some of the higher volume sites we get the error "The maximum report processing jobs limit configured by your system administrator has been reached.."

I have Googled this and a lot of the feedback suggests registry changes, code changes to close out the reports after use, and general restrictions for the Runtime based on the number of users. This doesn’t help me find the root cause of the problem on the server if the error happens, which I need to know in order to troubleshoot this and other problems.

The general components we use:

• Windows 2008 R2 web servers
• IIS 7.5
• VB 6/ C+ application which in turns references the .Net code to handle the reporting piece
• .Net framework 3.5 which is used by the CRVS2010 reporting solution
• CRRuntime_64bit_13_0_5.msi file
• SQL Server backend

Some basic installation steps we do:

• Create an application in IIS running our main application
• Create an application under the above application in IIS for the .Net reporting solution
• Create a local user account on the web server assigned to the Microsoft Guest group
  • Assign this user to the reporting application in IIS (basic settings) as the user account to connect as
  • Assign this local user account to the reporting folder with read and execute permissions
• Create an application pool assigned to the reporting application in IIS
  • Uses the v2.0 framework (3.5 essentially)
  • Set as Classic mode
  • Identity is set to ApplicationPoolIdentity
  • Running as 64 bit mode
  • Process model idle timeout set to 60 minutes
• The web.config has the RepExpireTime set to 60 minutes
• Changed the PrintJobLimit to -1 for the HKEY_LOCAL_MACHINE\Software\SAP BusinessObjects\Crystal Reports for .NET Framework 4.0\Report ApplicationServer\Server
• Assigned the above mentioned local user and the Net Work Service account with modify rights to the folder under the following path C:\Windows\Microsoft.NET\Framework64\v2.0.50727\Temporary ASP.NET Files

When the error occurs the application pool is unresponsive. The method to allow users to run reports is to simply recycle the application pool. The only thing I could think of would be to add symbols to our code and set the application pool to isolate the application pool when there is an issue. We would have to generate a dump file and analyze the dump file to find the call that is causing the issue, but I am not sure if that will tell me what I need to know.

What I am looking for is a series of troubleshooting steps or settings to capture additional details in the Windows logs if the Runtime is having issues. Any thoughts?

I am not a developer so the code stuff I will have to forward to my development team to truly understand some of the possible responses.

Regards,

Roy