Where can I find information on how to install the plugin

You can find details on how to install for Web, Library and Mobile in the respective install guide


I’ve replaced the license file but it is not being read

Please restart the web server after deployment of Vitara charts. Additionally browser caches need to be purged and a new session needs to be started. If issue persists, use the following link (after substituting your server and port numbers) to check if the license key was replaced correctly and compare it with the key provided to you.

https://<server>:<port>/MicroStrategy/plugins/VitaraCharts/license.txt

If you notice any unrecognizable character in the beggining of the file (as displayed in the browser), you should make sure that character is removed. You can just copy the contents without the character and paste it back into your license file. Then retry loading the document/dashboard.

If the issue is still unresolved, please contact support.vitaracharts@vitara.co with details of the version, web server, steps taken and license key used for our tech support team to troubleshoot.


How can we define a custom color palette?

Please refer to our customization guide

Customization Guide - Custom color palette


How can we define and use a new font?

Please refer to our customization guide

Customization Guide - Custom Fonts


How can customers reach Vitara technical support team?

See our Contact Us page for details


How can we show\hide EDIT by user group?

Below is the link to the document in which how to hide the edit button is explained in detail. Enable/disable edit button


How can I find the version of Vitaracharts installed?

Hover the cursor on any of the vitara chart to get ‘Edit’ button. When we click on ‘Edit’ button properties popup window will be displayed on the screen. Click on ‘About’ tab in the properties window. The “About” tab will display details like; name of the chart, vitara charts version number, OS details of the client machine, browser details and time stamp etc.

aboutPage


Seeing a blank screen on mobile

This issue is typically caused by wrong configuration/deployment of charts.

First, please check to make sure the proper VitaraCharts plugin is deployed; In the case of mobile, the plugin to download is called VitaraChartsMobile.zip

Follow all the installation steps listed in the install guide for mobile.

Note that after deploying, the plugins folder will have several Vitara related folders (one for each type of chart) mobile install directory

  • In case a cluster of mobile servers are being used, it is critical to ensure Vitaracharts is deployed to all nodes in the cluster.

  • Also please verify that the version of Charts deployed in Mobile and Web both are same.

  • If you are using VitaraCharts for Documents please make sure that Display widget option in (iPhone, iPad,Android..etc) is enabled for the widget. Mobile Configuration Editor


We are seeing errors while trying to export to PDF

Please note MicroStrategy only supports export to PDF of custom visuals from dossiers. When you export report services documents to PDF, custom visuals will be shown as a grid.

With dossiers, you may also see error messages when the export happens. For instance, the message could be something like Failed to display visualization: HCStackedBarChart because failed to get pluginsVisList from Failed due to NetworkError: Failed to execute ‘send’ on ‘XMLHttpRequest’: Failed to load

This is typically because of network configuration/permissions. You can also confirm this by trying to export a dossier with some other custom visual (like the D3WordCloud provided by MicroStrategy in the first row of the custom visuals). You will see the export fail with the same reason.

The access issues may arise from the type of user and authentication used on both machines. Here are couple of relevant links from MicroStrategy that describe this problem and also suggest some workarounds.

MicroStrategy Community - Export error

MicroStrategy Community - Windows Authentication export issue

Please review and let us know if these apply to your case. In this scenario it is best to contact MicroStrategy to make sure best practices are being followed for setting up the network for export.

If the export is failing because of a different symptom then please contact Vitara support.