We are using AR 6.3 patch 20. Sometimes the user tool hangs when trying to do a large search. At the bottom of the user tool it says "Refreshing to Administrator Limits". Has anyone else experience this problem and if so, can you provide me with a fix? Remedy Tech support doesn't have a clue. Thanks!

how large is the dataset returned by the query? You can run into this situation when the administrator has set a Maximum Rows Returned value in the Server Information/Configuration and your dataset is much larger than that value.

So, say you have a limit of 10,000 rows and your query brings back 200,000. The query sends the dataset to the server and then the server chunks out the first 10,000 to send to your client.... then your client checks to see how many it can handle (if you've limited it to 1000 rows, for example). At that point, it finally displays.

Does that make any sense?

Yes, it makes wonderful sense and I thank you so much for the help. I've made the change and have the users testing it now. Thank you!

The user is clicking on a record in the management console for a specified group (Help Desk) and it still hangs with same message. It doesn't happen with any other groups just the Help Desk group???? HELP!!

Clicking on the record? Meaning, the User is trying to view it? (drill into it?) Does the issue occur if they do the same action from a different PC? Through the Mid-Tier?

Does it happen for all users who have the same access? Have you logged it? (API, SQL, Filter, Plugin, Active Link logs)

Good luck!

Adding to what Matt said,


Does the page hang, when user clicks on a TABLE?
then u need to check the Table Qual / if any table looping is happening / Table chunk .