Error 'Requested attachment does not exist' when trying to export a list of incidents to xlsx file, csv and pdf works fine

[cw82uk]

Steps to reproduce :

Go to a list of incident

Right Click > Export > Excel (.xlsx).

Export Complete box shows after a few seconds with Download button.

Click Download button and error 'Requested attachment does not exist' shows.

Also although the error does not show I am not able to execute or schedule any reports which are setup as xlsx, only xls or pdf works.

I have checked the sys_attachments table and no xlsx files have been generated for 2 days, I can only see pdf and xls, but we made no changes to the system 2 days ago.

Any ideas anyone?

Thank You

[shakeelw]

Me. too. same issue. Did you manage to get the issue resolved? What's the workaround you were using?

[sophie_lemaitre]

We encountered this issue and it was solved by our infrastructure team by reinstalling Java on the worker nodes (we are running ServiceNow on premise).

[dave_gunning]

On premise installation (Fuji) - we solved this issue by installing libgcc_s.so (both 32 & 64 bit versions) which was missing after we upgraded to Java 1.8. The node(s) will need to be restarted.

The error in the log was:

/glide/jdk1.8.0_181/jre/lib/i386/libfontmanager.so: libgcc_s.so.1: cannot open shared object file: No such file or directory: java.lang.UnsatisfiedLinkError: /glide/jdk1.8.0_181/jre/lib/i386/libfontmanager.so: libgcc_s.so.1: cannot open shared object file: No such file or directory: java.lang.ClassLoader$NativeLibrary.load(Native Method)
java.lang.ClassLoader.loadLibrary0(ClassLoader.java:1941)
java.lang.ClassLoader.loadLibrary(ClassLoader.java:1845)
java.lang.Runtime.loadLibrary0(Runtime.java:870)
java.lang.System.loadLibrary(System.java:1122)
sun.font.FontManagerNativeLibrary$1.run(FontManagerNativeLibrary.java:61)
java.security.AccessController.doPrivileged(Native Method)
sun.font.FontManagerNativeLibrary.<clinit>(FontManagerNativeLibrary.java:32)
sun.font.SunFontManager$1.run(SunFontManager.java:339)
java.security.AccessController.doPrivileged(Native Method)
sun.font.SunFontManager.<clinit>(SunFontManager.java:335)
java.lang.Class.forName0(Native Method)
java.lang.Class.forName(Class.java:348)
sun.font.FontManagerFactory$1.run(FontManagerFactory.java:82)
java.security.AccessController.doPrivileged(Native Method)
sun.font.FontManagerFactory.getInstance(FontManagerFactory.java:74)
java.awt.Font.getFont2D(Font.java:491)
java.awt.Font.canDisplayUpTo(Font.java:2060)
java.awt.font.TextLayout.singleFont(TextLayout.java:470)
java.awt.font.TextLayout.<init>(TextLayout.java:531)
org.apache.poi.ss.util.SheetUtil.getColumnWidth(SheetUtil.java:276)
org.apache.poi.hssf.usermodel.HSSFSheet.autoSizeColumn(HSSFSheet.java:1875)
com.glide.processors.ExcelSpreadsheet.updateColumnWidth(ExcelSpreadsheet.java:255)
com.glide.processors.ExcelSpreadsheet.writeCell(ExcelSpreadsheet.java:249)
com.glide.processors.ExcelSpreadsheet.writeRow(ExcelSpreadsheet.java:224)
com.glide.processors.ExcelSpreadsheet.writeDocument(ExcelSpreadsheet.java:169)
com.glide.processors.ExcelSpreadsheet.createDocument(ExcelSpreadsheet.java:144)
com.glide.processors.ExcelSpreadsheet.createDocument(ExcelSpreadsheet.java:129)
com.glide.generators.ExcelExporter.generate(ExcelExporter.java:50)
com.glide.generators.BackGroundGenerationThread.run(BackGroundGenerationThread.java:67)

Hope this helps someone in the future!

[beccaborg]

@cw82uk

We solved ours like dave.gunning....we installed the missing library (Libgcc.i686) on our application servers and we were able to export lists in to excel.

[asalama]

We also Resolved same issue by deleting the cache,