Problem

When trying to access a report for Active and Denied Users over a 365-day period in Bluebeam Gateway, you receive the following error message: “An error has occurred retrieving Active/Denied user data.“

Solution

After receiving this error message, it’s still possible to obtain a report for the year. To work around the issue, follow these steps:

1. Log into your Bluebeam Gateway account.
2. Within your license, scroll down to the Usage Report.
3. Select Active and Denied Users.
4. Choose Last 365 Days from the dropdown on the far right.
   
   You can also select Custom range and download .csv files for multiple time periods to piece together a single report for the year. If you encounter any issues, continue following the steps below.
5. With your cursor, hover over the Download button.
   

   

6. Right-click the Download button and select Copy link address.
   

   

7. Paste the link in a text editor such as Notepad.
8. Edit the dates in the link to reflect a six month period, using the following link as a reference:
   

    

   https://portal.bluebeam.com/Gateway/Floating/ExportUsageData?serialNumber=0000000&start=2020-11-30T08%3A00%3A00.000Z&end=2021-07-31T14%3A00%3A00.000Z
9. Copy and paste the updated link in a new tab within your browser.
10. A .csv file with data within the new date range will automatically download.
11. Repeat steps 5 through 9 to capture data for the next six month period.
12. Merge both .csv files to create a report for the year by copying/pasting the values into one spreadsheet.

Now you should have a comprehensive report of Active and Denied Users for the year.

Troubleshooting

Revu 2017 & Below

Revu 2018

Revu 2019

Revu 20

Gateway

Error Message