Unable to retrieve data from the server when you display Visio files in SharePoint Server 2013

Original KB number:   4012706

Symptoms

When the Visio Graphics Service application pool is not recycled for a few days in SharePoint Server 2013, you may receive the following error message when you try to display Visio files:

Unable to retrieve data from the server. The web request failed.

Meanwhile, you may find the following entries in the ULS log:

w3wp.exe Visio Graphics Service Web Access 9004 Warning
Failed to access the cache.
w3wp.exe Visio Graphics Service Graphics Service 8079 Critical Failed to generate raster diagram for file https://SERVER/sites/SITENAME/Documents/VISIODOCUMENTNAME.vsdx page ShapeInfo Error : System.IO.FileNotFoundException: Drive:\Program Files\Microsoft Office Servers\15.0\Data\VisioServer\VisioCachexxx\VisioBundlexxx.cache
at Microsoft.Office.Visio.Server.GraphicsServer.DiskCache.ReadBundlePart(Bundle bundle, Int32 index)
at Microsoft.Office.Visio.Server.GraphicsServer.ServiceCore.GetRasterPageItem(RasterPageItemRequest request)
at Microsoft.Office.Visio.Server.GraphicsServer.VisioGraphicsService.GetRasterPageItem(RasterPageItemRequest request)

Resolution

To resolve this issue, you can recycle an application pool for the Visio Graphics Service daily during non-business hours.

For more information, see the following articles:

• Certain folders may have to be excluded from antivirus scanning when you use file-level antivirus software in SharePoint

• Account permissions and security settings in SharePoint Servers

• Configure an Application Pool to Recycle at a Scheduled Time (IIS 7)