A.2 ZENworks Reporting Server Troubleshooting Strategies

This section provides solutions to problems you might encounter when using ZENworks Reporting Server.

ZENworks Reporting Server installation fails on a 64-bit Windows device that is using an Oracle database

Source: ZENworks 11SP2; ZENworks Reporting Server.
Possible Cause: The installation path specified for ZENworks Configuration Management might contain parentheses.
Action 1: If you want to install ZENworks Reporting Server on the same Primary Server:

  1. Uninstall ZENworks Configuration Management from the Primary Server.

  2. Install ZENworks Configuration Management to a customized location that does not contain any parentheses in the pathname. For more information, see Installation Information in the ZENworks 11 SP2 Server Installation Guide.

Action 2: If you want to install ZENworks Reporting Server on a different server:

  1. On the new server, install ZENworks Configuration Management to a customized location that does not contain any parentheses in the pathname. For more information, see Installation Information in the ZENworks 11 SP2 Server Installation Guide.

  2. Install ZENworks Reporting Server.

How do I enable debug logging for ZENworks Reporting Server services?

Source: ZENworks 11SP2; ZENworks Reporting Server.
Action: To enable the logs, see TID 3418069 in the Novell Support Knowledgebase.

Where do I find the BusinessObjects Enterprise log files?

Source: ZENworks 11SP2; ZENworks Reporting Server.
Action: You can find the ZENworks Reporting Server installation log files in the following locations:

On Windows:

%zenworks_home%\share\boe\Business Objects Enterprise 120\logging\BOEInstall_0.log

On Linux:

/opt/novell/zenworks/share/boe/bobje/logging/install_timestamp.log

You can find the ZENworks Reporting Server trace files in the following locations:

On Windows:

%zenworks_home%\share\boe\Business Objects Enterprise 120\logging

On Linux:

/opt/novell/zenworks/share/boe/bobje/logging/

Where do I find ZENworks Reporting Server log files?

Source: ZENworks 11SP2; ZENworks Reporting Server.
Action: If you have installed ZENworks Reporting Server through the Graphical User Interface (GUI) Installer, you can find all the installation logs at the following locations:

  • On Windows:

    • %zenworks_home%\logs\ZENworks Reporting Server_date time.log.xml

    • %zenworks_home%\logs\wdeploy-date-time.log

    • %zenworks_home%\logs\ZENworks_Reporting_Install_CheckOracleClient_dd_MMM_yyyy_HH-mm-ss.log

  • On Linux:

    • /var/opt/novell/log/zenworks/ZENworks Reporting Server__date time.log.xml

    • /var/opt/novell/log/zenworks/wdeploy-date-time.log

    • %zenworks_home%\logs\ZENworks_Reporting_Install_CheckOracleClient_dd_MMM_yyyy_HH-mm-ss.log

The ZENworks Reporting Server installation on a virtual machine might fail when you use the ZCM_REPORTING_10.x.0.iso file mounted on the host machine as a CD-ROM on that virtual machine

Source: ZENworks 11SP2; ZENworks Reporting Server.
Action 1: Extract the ZCM_REPORTING_10.x.0.iso file to a directory on the virtual machine and run ZENworks Reporting Server installation from that directory.
Action 2: Burn the ZCM_REPORTING_10.x.0.iso file to a DVD and use it to install ZENworks Reporting Server on the virtual machine.

A message indicating that ZENworks Reporting Server cannot be deleted appears even after uninstalling ZENworks Reporting Server

Source: ZENworks 11SP2; ZENworks Reporting Server.
Action: Ignore the message. Click Done to close the Uninstall Complete window.

A message indicating that ZENworks Reporting Server uninstallation process failed is displayed while uninstalling ZENworks Reporting Server

Source: ZENworks 11SP2; ZENworks Reporting Server.
Explanation: This is an incorrect message that is displayed during the uninstallation process when the Novell ZENworks Loader service has failed to restart at the end of the uninstallation process.

Additionally, the ZENworks Reporting Server uninstall log file and the Service Message log file contain the following messages respectively:

  • “[ERROR] [8/10/09 1:10:00 PM] [] [UNINSTALL] [ZRS Uninstall Failed with exceptioncom.novell.zenworks.configure.ConfigureExce ption: 2]”

  • “Failed to send RPC command to the zenloader process: settings.refresh” respectively.

Action: Manually restart the Novell ZENworks Loader service.

Reporting Server uninstallation on Windows fails if another installation is in progress on the same device

Source: ZENworks 11SP2; ZENworks Reporting Server.
Explanation: The following message is logged into the %ZENWORKS_HOME%\logs\zrsuninstall.log file: 
ERROR_INSTALL_ALREADY_RUNNING
Action: Do the following:

  1. Open the Windows Task Manager and stop all instances of msiexec.exe and setup.exe.

  2. Uninstall ZENworks Reporting Server.

Reporting does not work on a Primary Server if the ZENworks database is an MS SQL Server database, and the authentication mode is Windows Authentication

Source: ZENworks 11SP2; ZENworks Reporting Server.
Explanation: The following error might be displayed while running the reports:

On Windows: 

A database error occurred. The database error text is:
[DataDirect][ODBC SQL Server Driver][SQL Server] Login failed for user zcm-db-user@company.com

On Linux: 

A database error occurred. The database error text is:
[DataDirect][ODBC SQL Server Driver][SQL Server]Login failed for user zcm-db-user@company.com
Action: Do the following:

On Windows:

  1. Stop the ZENworks services.

  2. Download the 32-bit sqljdbc_auth.dll file from the Microsoft downloads site.

    • For a 32-bit system, copy this file into the c:\windows\system32 folder.

    • For a 64-bit system, copy this file into the c:\windows\system32 and zenworks_home/bin folders.

  3. Provide the Read permission to the %ZENWORKS_HOME%/conf/security directory and the Full Control permission to the %ZENWORKS_HOME%/share/boe directory for the domain user account of the Windows server that hosts the ZENworks Configuration Management database. For a non-domain user, the username and password must be the same on the ZENworks Configuration Management Server database and the ZENworks Reporting Server. You must also provide the Read and Full Control permissions to the non-domain user.

  4. Edit the properties of ZENworks Reporting Server services on the ZENworks server.

    1. From the desktop Start menu, click All Programs > ZENworks Reporting Server > ZENworks Reporting Server > Central Configuration Manager.

      The Central Configuration Manager window is displayed.

    2. Right-click Server Intelligence Agent (ZENReporting), then click Stop.

    3. Right-click Server Intelligence Agent (ZENReporting), then click Properties.

      The Server Intelligence Agent (ZENReporting) Properties window is displayed.

    4. In the Log On As panel, deselect System Account, then specify the username and password of the domain account of the Windows server that hosts the ZENworks Configuration Management database.

    5. Click OK.

    6. Right-click Server Intelligence Agent (ZENReporting), then click Start.

  5. Restart the Tomcat service.

  6. Restart the ZENworks services.

    For more information, see TID 7009390 in the Novell Support Knowledgebase.

On Linux:

  1. Set up the MS SQL server to function in Mixed Mode.

  2. In MS SQL, create a local database account with full rights to the ZENworks database.

  3. On the ZENworks Reporting Server, modify the dmaccounts.properties and dmamappings.propertiesfiles. Replace the Active Directory user name and password with the local database user name and password you created in Step 2.

  4. Restart the services using the novell-zenworks-configure -c Start command.

  5. Access ZENworks Control Center and verify if it is working.

  6. Update the BusinessObjects Enterprise to use the updated configuration files using the novell-zenworks-configure -c UpdateBOE command.

  7. Verify if reports for ZENworks Reporting Server now run in ZENworks Control Center.

ZENworks Reporting Server installation on a Windows Server 2008 R2 device fails

Source: ZENworks 11SP2; ZENworks Reporting Server.
Explanation: If the IP Helper service is running on a Windows Server 2008 R2 device, the ZENworks Reporting Server Installation fails.
Action: Disable the IP Helper service:

  1. Click Start > Settings > Control Panel > Administrative Tools > Services.

  2. Right-click IP Helper, then select Properties.

  3. Select Stop to stop the service.

  4. In the Startup Type drop-down list, select Disabled.

  5. Click Apply.

  6. Install ZENworks Reporting Server.

    For more information on installing ZENworks Reporting Server, see the Reporting Server Installation Guide.

ZENworks Reporting Server installation on an RHEL server fails with error 'Unable to find Business Object daemon'

Source: ZENworks 11SP2; ZENworks Reporting Server.
Explanation: When ZENworks 11 SP2 Reporting Server is installed on an RHEL server, the installation fails, and displays an error message “Unable to find Business Object daemon”.
Action: Before installation, in the /etc/hosts file, enter the machine’s configured IP address and hostname entry in the beginning of the file, before the localhost IP address and hostname entry.

Unable to install ZENworks Reporting Server on Windows server after upgrading from ZENworks Configuration Management 10 SP3 to ZENworks 11 SP2.

Source: ZENworks 11SP2; ZENworks Reporting Server.
Explanation: After you uninstall ZENworks Reporting Server 10 SP3 and then upgrade the Windows server to ZENworks 11 SP2, you are unable to proceed with the upgrade of ZENworks Reporting Server because of a Central Management Server error.
Action: After you uninstall ZENworks Reporting Server 10 SP3 and before you upgrade the server to ZENworks 11 SP2, perform the following steps:

  1. Ensure that the boe folder in the ZENWORKS_HOME/share directory is deleted.

  2. Backup the registry details.

  3. Delete the BusinessObjects Enterprise (BOE) registry entries.

  4. Check for the BOE Tomcat and BOE MYSQL service. If the services are present, then delete them using the following commands:

    • sc delete BOE120Tomcat

    • sc delete BOE120MySQL

Unable to perform any tasks in the ZENworks Reporting Server Infoview

Source: ZENworks 11SP2; ZENworks Reporting Server.
Explanation: On a multi-homed machine, you are not able to perform any tasks in the ZENworks Reporting Server Infoview.
Possible Reason: If the machine is configured with multiple Network Interface Cards (NICs), the BusinessObjects Enterprise (BOE) Central Management Server might automatically bind to the wrong network interface.
Action: To perform tasks in the ZENworks Reporting Server Infoview, perform the following steps:

  1. Move one of the NICs to the beginning of the network binding order:

    1. Open the Network Connections window.

    2. Press the Alt key to display the Advanced menu.

    3. Click Advanced > Advanced Settings.

    4. Click the Adapters and Bindings tab.

    5. In the Connections window, select the network connection that needs to be at the beginning of the binding order.

    6. Click the up and down arrows to move the selected network connection to the top of the list.

  2. Open the host file and add an entry for the IP address and the hostname.

    On a Windows machine, the host file is located in the C:\Windows\sytem32\drivers\etc\hosts directory, and on a Linux machine, the host file is located in the /etc/hosts directory.

  3. Restart the machine.

The ZENworks Reporting Server uninstaller hangs

Source: ZENworks 11 SP2: ZENworks Reporting Server
Explanation: While you are uninstalling ZENworks Reporting Server, the uninstallation wizard hangs or the uninstallation process takes much longer than usual. The ZENworks Reporting Server uninstaller usually takes approximately 45 minutes to 1 hour to complete the uninstallation process. If the ZENworks Reporting Server uninstallation takes longer than the usual time, then it is most likely that ZENworks Reporting Server has been uninstalled successfully.
Action: Perform the following steps:

  1. Check the following to ensure that the ZENworks Reporting Server uninstallation is complete:

    • The boe folder is not present in the /opt/novell/zenworks/share folder on Linux and in the <ZENWORKS_HOME>/share folder on Windows.

    • The ZRSuninstall.log file displays the Uninstallation Completed Successfully message.

    • A No ZENworks Reporting Server configured in the Management Zone message is displayed on the Reports page in ZENworks Control Center.

  2. If you verify that ZENworks Reporting Server is uninstalled based on the items listed in Step 1, then cancel the ZENworks Reporting Server uninstall wizard to complete the process. If ZENworks Reporting Server has not been uninstalled, manually uninstall it.

    For more information see, TID 7009407.