Smart View Error "XML Load Error: XML Document must have a top level element

Smart View Error "XML Load Error: XML Document must have a top level element"
		Modified 01-FEB-2010

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Applies to:

Hyperion Financial Management - Version: 4.0.0.0.00 to 11.1.1.3.00 - Release: 4.0 to 11.1
Information in this document applies to any platform.

Symptoms

When trying to submit data to HFM, receive error, "XML Load Error: XML Document must have a top level element" within a minute.

Changes

An upgrade from IE X to IE 7.

Cause

This is specific to IE7. The http requests are being timed out due to IE 7 lowering its timeout settings.

Solution

Smart View Refresh or Refresh All issues with IE7 
Clients on IE6 that upgrade to IE7 may experience issues refreshing worksheets due to a low timeout setting.

To help troubleshoot this, the administrator can use Fiddler http://www.fiddler.com to trace the HTTP activity from the clients machine to the server. What was seen in a fiddler trace is Smart View would request data, no data would come back within 30 seconds, during which time other requests were processed. The request that had no response showed the following error: 

HTTP/1.1 0 FIDDLER GENERATED - RESPONSE DATA WAS MISSING 

Oracle Development discovered this to be a MicroSoft issue and recommended the following two Microsoft Knowledge base articles related to IE7. 

http://support.microsoft.com/kb/813827 
http://support.microsoft.com/kb/181050 

Important note from the above KB: 

By design, Internet Explorer imposes a time-out limit for the server to return data. The time-out limit is five minutes for versions 4.0 and 4.01 and is 60 minutes for versions 5.x and 6. Also, the time-out limit is 30 seconds for Windows Internet Explorer 7. As a result, Internet Explorer does not wait endlessly for the server to come back with data when the server has a problem. 

After implementing the changes recommended in the two kb articles, the issue the customer reported was resolved. In our testing we needed the registry key changed from both KB articles. 

The following client side registry keys were ADDED: 

[HKEY_CURRENT_USER\Software\Microsoft\Windows\CurrentVersion\Internet Settings]\ 
"ReceiveTimeout"=dword:00dbba00 
"KeepAliveTimeout"=dword:00180000 
"ServerInfoTimeout"=dword:00180000 

Once making the changes, it is recommended to reboot the client machine. 
These registry changes are the recommended settings from Microsoft. In some cases (slower connection speeds, or using VPN) you may need to increase the KeepAliveTimeout if these settings do not work. Please consider using the latest version of fiddler (timestamps requests) to see how much time it takes for the data to come back and adjust the setting based on that time.