Error retrieving dashboard while selecting group in Dashboard Widget - (ThingWorx 10.0 with SCPA)

[leekhil_kataray]

Hi Community,

I am facing an issue while using the Dashboard Widget in ThingWorx.

Whenever I select a Group from the dashboard, I receive the following error message on the Runtime UI:

"Error retrieving dashboard. Contact your administrator on runtime"

I checked both Composer and Application Logs and found the below error:

Transaction has been marked as a failure for request

/Thingworx/Resources/DashboardFunctions/Services/GetDashboard

Unable to Invoke Service GetDashboard on DashboardFunctions : null

Important Observation:

• The issue does NOT occur for all Groups.

Dashboard works fine for some Groups, but fails for one specific Group consistently.

Environment Details:

• ThingWorx Version: 10.0 with SCPA 
• User has Administrator access
• Error occurs specifically when selecting a Group in the Dashboard Widget
  
  Attachments:

• Composer error screenshot
• Runtime error screenshot
  
  Observations / Checks Done:
• No recent permission changes (to my knowledge)
• Issue happens consistently when selecting any Group
• Dashboard loads but fails when Group filter is applied
  
  Questions:
• Has anyone faced this issue with DashboardFunctions → GetDashboard service?
• Could this be related to:
• Dashboard data corruption?
• Organization / Group visibility permissions?
• Missing or invalid Dashboard runtime data?
  
  Any guidance on troubleshooting steps or resolution would be highly appreciated.
  Thanks in advance!

[VladimirN]

Article - "Dashboard shows error "Error retrieving dashboard. Contact your administrator" when logging in with a non-administrative user in ThingWorx": https://www.ptc.com/en/support/article/CS239006 

[leekhil_kataray]

Hi Vladimir,

Thank you for your response.

I have reviewed the Article and Dashboard functions, and both Visibility and Run Time permissions are correctly assigned to the Administrator group. My user account is also part of the Administrator group.

I do not encounter any issues when executing the same function for other groups. However, for one specific group, I am receiving a null error.

[leekhil_kataray]

I have tried creating new dashboard and the issue got fixed.

[slangley]

Hi @leekhil_kataray 

For the sake of our members, can you provide more detail regarding the fix?  Did you upgrade any components?  Did you do anything differently in your second attempt?

Regards.

--Sharon

[leekhil_kataray · Accepted solution]

Hi @slangley 

Thank you for following up.

To provide more context on the fix:

The issue was occurring while using one of the SCPA Dashboard features, which allows us to create dashboards specific to a particular user/customer. When the customer user logs in and navigates to the assigned dashboard page, the configured dashboard should be displayed.

However, for one specific Group, the dashboard consistently failed with the error:

"Error retrieving dashboard. Contact your administrator on runtime"
Service error: DashboardFunctions → GetDashboard : null

This issue was only happening for that specific Group and not for others.

What I Did to Resolve It

• Deleted the existing dashboard that was created using the SCPA dashboard feature

• Recreated a new dashboard from the Dashboard page

• Reconfigured it for the same user/customer setup

After recreating the dashboard, the issue was resolved and it started working as expected.

Important Note

• No upgrades were performed

• No permission changes were made

• No configuration changes were done apart from recreating the dashboard

• The root cause is still unknown

It appears that the original dashboard may have had some internal corruption or invalid runtime data, but this is only an assumption.

If anyone has insight into what could cause this behavior in the SCPA dashboard configuration, I would be interested in understanding the underlying reason.

Regards.

[slangley]

Hi @leekhil_kataray 

Thank you for sharing that detailed information!  Please feel free to mark your last reply as the Accepted Solution for the benefit of others in the community.

Regards.

--Sharon