Knowledgebase: HFM
The request timed out. Contact your administrator to increase netRetryCount and netRetryInterval." Received When Using SmartView With Internet Explorer 7
Posted by Priya Doyle, Last modified by Priya Doyle on 16 November 2010 03:47 PM

 Modified 13-SEP-2010     Type PROBLEM     Status PUBLISHED 

Applies to:

Hyperion Financial Management - Version: 9.3.0.0.00 to 11.1.1.3.00 - Release: 9.3 to 11.1
Information in this document applies to any platform.

Symptoms

When attempting to connect to Hyperion Financial Management (HFM) using SmartView the user receives the error:
"The request timed out. Contact your administrator to increase netRetryCount and netRetryInterval." 

Changes

The web browser was upgraded to Internet Explorer 7.0 or higher.

Cause

This issue occurred because of a time-out limit introduced by Microsoft in Internet Explorer 7. By default this is set to 1 minute. In previous versions it was 60 minutes.

Solution

Increase the default time-out value for persistent HTTP connections in Internet Explorer.

To change the default time-out value, follow these steps:

  1. Click Start, click Run, type regedit and press Enter
  2. Locate and select the following key:
    HKEY_CURRENT_USER\Software\Microsoft\Windows\CurrentVersion\InternetSettings
  3. On the Edit menu, point to New and click DWORD Value.
  4. Type 'KeepAliveTimeout' and press Enter.
  5. On the Edit menu, click Modify.
  6. Select Decimal
  7. Enter the appropriate time-out value (in milliseconds). For example, to set the time-out value to two minutes, type 120000. For three minutes, 180000.
  8. Click OK
  9. If you use a KeepAliveTimeout value higher than 120000 (two minutes), you must create an additional registry key and set its value equal to the KeepAliveTimeout value that you want:
    9.1. Repeat steps 3-8, creating DWORD value 'ServerInfoTimeout'
  10. Restart Internet Explorer.


See also:
http://support.microsoft.com/kb/813827 
http://support.microsoft.com/kb/181050



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