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.


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.


Seeing a blank screen on mobile

1. Check your deployment

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. </br>Mobile Configuration Editor

2. Clear mobile/library application cache

You deployed charts correctly and still you are seeing a blank screen on mobile/library application in IOS or android device, please delete the chache of the application and reload the dossier/document. Generally, you need to do this when you deploy new vitara build or after Setting web configuration url to library/mobile application’s Vitara Charts config file.

To clear cache in the library application on iPad please follow the below steps: Mobile Configuration Editor
Step 1:

Mobile Configuration Editor

Step 2:

Mobile Configuration Editor

Step 3:

Mobile Configuration Editor

Step 4:

Mobile Configuration Editor

To clear cache in the MicroStrategy mobile application on iPad please follow the below steps: Mobile Configuration Editor
Step 1:

Mobile Configuration Editor

Step 2:

Mobile Configuration Editor

Step 3:

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.

For MicroStrategy server versions 2019 Update 2 or newer

Please note that starting with MicroStrategy version 2019 Update 2, MicroStrategy has made changes to how the pdf export works and how it should be set up for custom visuals. You need to set up the visualization files locally on the export server.

Instructions on how to set up local resource folder

IMPORTANT : Please use the web version of the VitaraCharts to set up the local resource folder on the export server

There are further troubleshooting steps made available by MicroStrategy. You can find them here

Troubleshooting the new export engine

For older MicroStrategy Servers (prior to MicroStrategy 2019 update 2)

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.

Charts created in 4.1 and prior releases lost formatting after upgrading to version 4.2 and newer.

Prior to 4.2 font sizing was a little inconsistent and too small to be readable in most circumstances. In the 4.2 release version the styling in vitara charts is modified. Due to this the charts created 4.1 or prior version does not look the same when we open in 4.2 or above versions.

However, there is an easy way to revert to the old defaults.

Open customStyles.css located in VitaraCharts/custom folder. As shown below there is a section specifically available to revert to 4.1 styles.

You’ll have to just uncomment this section. For uncommenting, remove the leading /* mark and the last */ mark as shown below.


Where can I find the error logs?

On the ‘About’ (as shown below) tab of the properties editor of the chart for which you want to find details, please click on the ‘Copy Chart Error log’ and paste into a text file and send it to the support team.


How to protect VitaraCharts license on the network and allow access to specific users

By default access to the vitara license from client browsers is left open using a URL of the format below.


However, access to the vitara license can be blocked by implementing the security constraints in the web.xml file.
The web.xml file will be available in the following directory.


Edit the web.xml file and copy and paste the below given security constraint just before the closing </web-app> tag.

          <display-name>Security constraint for Vitara license</display-name>
              \** <web-resource-name>Protected Area</web-resource-name> \** 
              <!--uncomment role-name to allow access for specific roles-->
              <!-- <role-name>admin</role-name> -->

At this point, the file is not accessible to any user. Now you need to make sure the right role still has access to this file

  • Uncomment the role-name tag in the auth-constraint section
  • Replace “admin” with the right tomcat role corresponding to your MicroStrategy Web application deployment.

Save and close the web.xml file and restart the webserver.

For your reference, below is the screenshot of the web.xml file after adding the above security constraint code.