Unable to retrieve the PDF, CSV, or URL of scheduled reports with 403 or 404 in the Orion Platform

The following error message appears when receiving or retrieving the PDF or CSV file of a scheduled report:

Unable to retrieve url: http(s)://{ServerName}:Port/Orion/Report.aspx?ReportID=XXX using PDF type.

When checking ActionExecution.log, you will see this error:

ERROR SolarWinds.Orion.Core.Actions.Utility.WebPageFetcher - FAIL: EO.Pdf.HtmlToPdfException: Failed to convert Url 'http(s)://{ServerName}:Port/Orion/Report.as...5dc0' (404:The server has not found anything matching the requested URI (Uniform Resource Identifier). This is an error returned by the Web server, not by the HTML to PDF converter. Please try to visit the same Url with your browser to verify whether the Url is valid.)
   at EO.Pdf.Internal.dc.a(String A_0, Boolean A_1)
   at EO.Pdf.Internal.dc.b(HtmlToPdfOptions A_0, String A_1, Boolean A_2)
   at EO.Pdf.Internal.dc.a(br A_0)
   at EO.Pdf.Internal.lr.c.a(Byte[] A_0)
System.Exception: EO.Pdf.HtmlToPdfException: Failed to convert Url 'http(s)://{ServerName}:Port/Orion/Report.as...5dc0' (404:The server has not found anything matching the requested URI (Uniform Resource Identifier). This is an error returned by the Web server, not by the HTML to PDF converter. Please try to visit the same Url with your browser to verify whether the Url is valid.)

Or when trying to execute a PDF report manually within the Command Prompt, you are getting the following error:

Exception: System.IO.FileLoadException: Could not load file or assembly 'EO.Pdf, Version=19.2.11.0, Culture=neutral, PublicKeyToken=e92353a6bf73fffc' or one of its dependencies. The located assembly's manifest definition does not match the assembly reference. (Exception from HRESULT: 0x80131040)
at ExportToPdfCmd.HTMLExporter.Export(Dictionary`2 parameters)
at ExportToPdfCmd.Program.Main(String[] args)

• This issue is caused by an incorrect website configuration.
• or by wrong EO.pdf version installed within the Orion Server

1. There are multiple causes and multiple resolutions for this issue. First you need to check if the URL is valid:
2. Copy the URL from the e-mail and try to open it in Internet Explorer on the primary Orion server (not on your desktop and not on any other server).
3. If you cannot load the report, see the Incorrect website URL section
4. If you can open the report using this URL on the primary polling engine AND you are sending a PDF report, see the PDF conversion issue section
5. If you can open the report using this URL on the primary polling engine AND you are sending a CSV report, see the CSV conversion issue section
6. Also, It is possible the Website URL was changed and no longer correct. Make sure to test the "Assigned Webpage/s" and make sure it works before adding to the Scheduled Report.

Incorrect website URL 

Make sure the Default Web Site is not listening on the same port as the Orion website:

1. Open IIS Manager.
2. Go to Sites > Default Web Site.
3. Click on Bindings.
4. Edit the binding.
5. Change the IP address to any other IP (this cannot be the same as the Orion web site is listening on).
6. Save the settings and restart the website.

Make sure that the Orion website is listening on all IP addresses:

1. Open IIS Manager.
2. Go to Sites > SolarWinds NetPerfMon.
3. Click on Bindings.
4. Edit all bindings and make sure that IP address is set to All Unassigned for all of them.

(Screenshots property of © 2021 Microsoft)

5. If you made any changes, restart the website. Or run the below command:

(Screenshots property of © 2021 Microsoft)

Make sure that the website configuration in the Websites table is correct:

1. Start > SolarWinds Orion > Advanced Features > Database Manager.
2. Click on Add default server.
3. Right-click on SolarWindsOrion database and select New query.
4. Paste the following query and click on Execute:

   -- Scripts are not supported under any SolarWinds support program or service.
   -- Scripts are provided AS IS without warranty of any kind. SolarWinds further
   -- disclaims all warranties including, without limitation, any implied warranties
   -- of merchantability or of fitness for a particular purpose. The risk arising
   -- out of the use or performance of the scripts and documentation stays with you.
   -- In no event shall SolarWinds or anyone else involved in the creation,
   -- production, or delivery of the scripts be liable for any damages whatsoever
   -- (including, without limitation, damages for loss of business profits, business
   -- interruption, loss of business information, or other pecuniary loss) arising
   -- out of the use of or inability to use the scripts or documentation.
   
   SELECT * FROM Websites

5. Make sure that the ServerName is correct and the Port is the same as you set in IIS manager. If you are using HTTPS to access the website, make sure that SSLEnabled is set to 1. If you need to change any value here, click Enable table editing, then double-click on the field you want to change.
6. If that still doesn't work Disable the Require SSL and it will work

PDF conversion issue 

If the URL works correctly in Internet Explorer on the primary polling engine, the PDF conversion is probably failing. You will need to enable the alternative PDF conversion engine:

1. Go to wkhtmltopdf (Content provided by Ashish Kulkarni, originally created by Jakob Truelsen, available at http://wkhtmltopdf.org/, obtained on July 22, 2021.)
2. Download the 32-bit, Windows (MSVC 2013) version of the application.
3. Install the application on the Primary Orion server to the following location: C:\Program Files (x86)\wkhtmltopdf.
4. **** BEFORE DOING ANYTHING IN THE DB PLEASE MAKE SURE TO HAVE A BACKUP ***
5. Start > SolarWinds Orion > Advanced Features > Database Manager.
6. Click on Add default server.
7. Right-click on SolarWindsOrion database and select New query.
8. Paste the following query and click on Execute:

   -- Scripts are not supported under any SolarWinds support program or service.
   -- Scripts are provided AS IS without warranty of any kind. SolarWinds further
   -- disclaims all warranties including, without limitation, any implied warranties
   -- of merchantability or of fitness for a particular purpose. The risk arising
   -- out of the use or performance of the scripts and documentation stays with you.
   -- In no event shall SolarWinds or anyone else involved in the creation,
   -- production, or delivery of the scripts be liable for any damages whatsoever
   -- (including, without limitation, damages for loss of business profits, business
   -- interruption, loss of business information, or other pecuniary loss) arising
   -- out of the use of or inability to use the scripts or documentation.
   
   Insert into WebSettings (SettingName, SettingValue)
   Values ('PdfExport_GenerateInSeparateProcess','True')

9. Paste the following query and click on Execute:

   -- Scripts are not supported under any SolarWinds support program or service.
   -- Scripts are provided AS IS without warranty of any kind. SolarWinds further
   -- disclaims all warranties including, without limitation, any implied warranties
   -- of merchantability or of fitness for a particular purpose. The risk arising
   -- out of the use or performance of the scripts and documentation stays with you.
   -- In no event shall SolarWinds or anyone else involved in the creation,
   -- production, or delivery of the scripts be liable for any damages whatsoever
   -- (including, without limitation, damages for loss of business profits, business
   -- interruption, loss of business information, or other pecuniary loss) arising
   -- out of the use of or inability to use the scripts or documentation.
   
   UPDATE WebSettings
   SET SettingValue = 'C:\Program Files (x86)\wkhtmltopdf\bin\wkhtmltopdf.exe'
   WHERE SettingName = 'PdfExport_PrimaryEnginePath'

10. Paste the following query and click on Execute:

    -- Scripts are not supported under any SolarWinds support program or service.
    -- Scripts are provided AS IS without warranty of any kind. SolarWinds further
    -- disclaims all warranties including, without limitation, any implied warranties
    -- of merchantability or of fitness for a particular purpose. The risk arising
    -- out of the use or performance of the scripts and documentation stays with you.
    -- In no event shall SolarWinds or anyone else involved in the creation,
    -- production, or delivery of the scripts be liable for any damages whatsoever
    -- (including, without limitation, damages for loss of business profits, business
    -- interruption, loss of business information, or other pecuniary loss) arising
    -- out of the use of or inability to use the scripts or documentation.
    
    UPDATE WebSettings
    SET SettingValue= '--no-stop-slow-scripts --javascript-delay 120000 ${URL} ${PDFFileNamePath}'
    WHERE SettingName = 'PdfExport_PrimaryEngineArgsPattern'

11. Paste the following query and click on Execute:

    -- Scripts are not supported under any SolarWinds support program or service.
    -- Scripts are provided AS IS without warranty of any kind. SolarWinds further
    -- disclaims all warranties including, without limitation, any implied warranties
    -- of merchantability or of fitness for a particular purpose. The risk arising
    -- out of the use or performance of the scripts and documentation stays with you.
    -- In no event shall SolarWinds or anyone else involved in the creation,
    -- production, or delivery of the scripts be liable for any damages whatsoever
    -- (including, without limitation, damages for loss of business profits, business
    -- interruption, loss of business information, or other pecuniary loss) arising
    -- out of the use of or inability to use the scripts or documentation.
    
    UPDATE Settings
    SET CurrentValue = 32
    WHERE SettingID = 'Action-DefaultTimeOut'

   12. Restart All Solarwinds Services and then run the report again

CSV conversion issue 

Make sure that your report is not a chart and that it contains at least one table:

• Exporting charts to CSV is not supported
• Only table data can be exported to CSV

If you are using HTTPS, make sure that the certificate you are using is trusted and valid. CSV conversion may fail if the certificate is not valid.

1. Open the URL from the e-mail in Internet Explorer on the Primary Orion Server - do you get any warnings or errors regarding the invalid certificate?
2. If the certificate is not trusted, but there is no warning regarding the name of the server:
   a. Open mmc.exe.
   b. File > Add/Remove Snap-in...
   c. Select Certificates and click on Add.
   d. Select Computer account and click on Next.
   e. Select Local computer and click on Finish, then on OK.
   f. On the left side, go to Certificates > Personal > Certificates.
   g. Right-click on the certificate you are using for the web console (you can check this in IIS Manager > Sites > Bindings) and select Copy.
   h. On the left side, go to Certificates > Trusted Root Certification Authorities > Certificates.
   i. Right click on Certificates and select Paste.

3. If the certificate is trusted, but it was issued for another servername, you will need to do one of the following:
   Generate a new certificate with the correct host names and use it in IIS (please consult your system administrator on how to get a certificate), or
   Use HTTP instead of HTTPS for the website

To resolve the wrong EO.pdf version, please check the following:

1. Access C:\Program Files (x86)\SolarWinds\Orion
2. Find EO.PDF.dll file, click properties and check the version of the file.
3. If you are on 12.5 and it's 16.5 version, see if you have another version available within your environment, if not, contact Technical Support team request 19.2.11.0 EO files.
4. Replace the files, restart services and try to run the report again.