4.2 System Reporting Troubleshooting Strategies

This section provides solutions to problems you might encounter when using ZENworks 11SP2 System Reporting.

Unable to launch the ZENworks Reporting Server InfoView

Source: ZENworks 11SP2; System Reporting.
Possible Cause 1: The firewall is turned on for the ZENworks Server that has ZENworks Reporting Server installed.
Action 1: Disable the firewall and relaunch the ZENworks Reporting Server InfoView. For more information, see Working With a Firewall in the ZENworks 11 SP2 Reporting Server Installation Guide.
Possible Cause 2: This problem might occur if the Central Management Server failed to start.The following error message is displayed in the %zenworks_home%\logs\zcc.log file: 
cause:com.crystaldecisions.enterprise.ocaframework.OCAFrameworkException$NotFoundInDirectory: Server <Server_name>:6400 not found or server may be down (FWM 01003)
cause:java.net.ConnectException: Connection refused: connect
detail:Server <Server_name>:6400 not found or server may be down (FWM 01003) Connection refused: connect
detail:Server <Server_name>:6400 not found or server may be down (FWM 01003) Connection refused: connect
Action 2: Contact Novell Support.
Possible Cause 3: The DNS name of the server with BusinessObjects Enterprise XI installed is not correctly resolved.
Action 1: On the Windows server where ZENworks Control Center is launched, add the appropriate DNS entry in the %Windows_root%\systems32\drivers\etc\hosts file.

If you launch ZENworks Reporting Server InfoView in Internet Explorer, the ZENworks Reporting Server InfoView hangs while opening a Web Intelligence document

Source: ZENworks 11SP2; System Reporting.
Explanation: If you launch ZENworks Reporting Server InfoView in Internet Explorer, the ZENworks Reporting Server InfoView hangs while opening a Web Intelligence document, and displays the following message: 
Please wait while the document is being processed.
Action: Add the Reporting Server to the list of trusted sites.

  1. In Internet Explorer, click Tools > Internet Options.

  2. Click the Security tab, click Trusted Sites, then click Sites.

  3. Specify the site address of the Reporting Server.

  4. Click Add.

  5. Click OK twice.

If you launch the ZENworks Reporting Server InfoView by using Mozilla Firefox, the report might not generate the correct data if you change its attributes

Source: ZENworks 11SP2; System Reporting
Action: Launch the ZENworks Reporting Server InfoView by using the recommended version of Internet Explorer, change the attributes as desired, then generate the report. For more information about the recommended version of Internet Explorer, see Administration Browser Requirements in the ZENworks 11 SP2 Server Installation Guide.

Reporting rights might not correctly work if you launch ZENworks Control Center from a locale other than English

Source: ZENworks 11SP2; System Reporting
Action: Launch ZENworks Control Center using the English locale.

Unable to send reports as an e-mail by using ZENworks Reporting Server InfoView if Reporting Server is installed on SLES 10 server

Source: ZENworks 11SP2; System Reporting
Explanation: If ZENworks Reporting Server is installed on a SLES 10 server, you might encounter the following error message when you try to send a report as an e-mail by using the ZENworks Reporting Server InfoView (from the Header panel, click Send > To Email): 
The destination plugin required for this action is disabled. If you require this functionality, please contact your system administrator.
Action: None.

Unable to send reports to a file location by using ZENworks Reporting Server InfoView if ZENworks Reporting Server is installed on SLES 10 server

Source: ZENworks 11SP2; System Reporting
Explanation: If ZENworks Reporting Server is installed on a SLES 10 server, you might encounter the following error message when you try to send a report to a file location by using the ZENworks Reporting Server InfoView (from the Header panel, click Send > To File Location): 
The destination plugin required for this action is disabled. If you require this functionality, please contact your system administrator.
Action: None.

Unable to create a new Web Intelligence document in the ZENworks Reporting Server InfoView

Source: ZENworks 11SP2; System Reporting
Explanation: In the ZENworks Reporting Server InfoView, you might encounter an error when you click Run Query while creating a new Web Intelligence document.
Possible Cause: The report panel preference for the Web Intelligence document is set to Query-HTML.
Action: Change the report panel preference of the Web Intelligence document to Java Report Panel.

  1. Launch the ZENworks Reporting Server InfoView.

  2. Click Preferences.

  3. Click the Web Intelligence Document tab.

  4. Select Java Report Panel.

  5. Click Apply > OK.

Reports data displays #incompatible when the user creates a report by using Query HTML

Source: ZENworks 11; System Reporting
Possible Cause: The report panel preference for the Web Intelligence document is set to Query-HTML when creating a report.
Action: Do the following to change the report panel preference of the Web Intelligence document to Java Report Panel:

  1. Launch the ZENworks Reporting Server InfoView.

  2. Click Preferences.

  3. Click the Web Intelligence Document tab.

  4. Select Java Report Panel.

  5. Click Apply > OK.

  6. Create the report again.

Unable to schedule reports to a file location on a Linux device

Source: ZENworks 11; System Reporting
Explanation: When you try to schedule reports to a file location on a Linux device, the status of the report is displayed as Failed. When you click Failed, the following error message is displayed: 
destination directory error. CrystalEnterprise.Disk unmanaged:
Possible Cause: The username and password are specified in the Schedule panel.
Action: Leave the Username and Password fields blank while scheduling reports to a file location on a Linux device.
Possible Cause: The ZENworks user on the Linux device does not have permission to write files to the destination file location.
Action: Make sure the ZENworks user on the Linux device has permission to write files to the destination file location.

The ZENworks Reporting Server InfoView link is disabled in ZENworks Control Center when connected through a ZENworks Primary Server on which the ZENworks Reporting Server is not installed

Source: ZENworks 11SP2; System Reporting
Possible Cause: The device is unable to resolve the DNS name of the device in a zone on which the ZENworks Reporting Server is installed.
Action: In the hosts file of the device, enter the IP address of the device on which the ZENworks Reporting Server is installed.

The hosts file is located in c:\WINDOWS\system32\drivers\etc\ on Windows, and in /etc/hosts on Linux.

Unable to log into the ZENworks Reporting Server InfoView from the ZENworks Reporting Server login console when the ZENworks Reporting Server InfoView session times out

Source: ZENworks 11SP2; System Reporting
Action: Launch the ZENworks Reporting Server InfoView from ZENworks Control Center:

  1. In ZENworks Control Center, click the Reports tab.

  2. In the ZENworks Reporting Server Reporting panel, click ZENworks Reporting Server InfoView.

Unable to launch the SQL Viewer while creating a new Web Intelligence document in the ZENworks Reporting Server InfoView if the ZENworks Control Center is launched in French or Chinese locales

Source: ZENworks 11SP2; System Reporting
Explanation: If the ZENworks Reporting Server InfoView is launched in French or Chinese languages, you might encounter an error when you click View SQL on the query toolbar while creating a new Web Intelligence document.
Possible Cause: In the Web Intelligence preference, Select a default creation/editing tool is set to Interactive.
Action: Set the Select a default creation/editing tool to Advanced:

  1. Launch the ZENworks Reporting Server InfoView.

  2. Click Preferences on the top right corner of the toolbar to display the Preferences page.

  3. Click Web Intelligence.

  4. Set the Select a default creation/editing tool to Advanced.

  5. Click OK.

The ZENworks Reporting Server InfoView might not be launched if BusinessObjects Enterprise XI is installed on a ZENworks Server that uses NAT

Source: ZENworks 11SP2; System Reporting.
Action: On the Windows device where ZENworks Control Center is launched, add the appropriate DNS entry in the %Windows_root%\systems32\drivers\etc\hosts file.

If ZENworks Reporting Server is installed on a Linux Primary Server, all the predefined reports always display the Greenwich Mean Time stamp

Source: ZENworks 11SP2; System Reporting
Explanation: If you have installed ZENworks Reporting Server on a Linux Primary Server, all the predefined reports always display the Greenwich Mean Time stamp and not the time according to the time zone of the local device.
Action: None.

Generating bundle reports might fail if ZENworks Reporting Server is installed on a ZENworks Server that is connected to an external Sybase database

Source: ZENworks 11SP2; System Reporting.
Explanation: The following error message is displayed: 
A database error occurred. The database error text is:[Sybase][ODBCDriver][SQL Anywhere]Run time SQL error -- *** ERROR *** Assertion failed:

106105 (10.0.1.3415)Unexpected expression type dfe_PlaceHolder while compiling. (WIS 10901)"
Possible Cause: The external Sybase database version is lower than 10.0.1.3519.
Action: Upgrade the external Sybase database version to 10.0.1.3519 or later.

If you launch the ZENworks Reporting Server InfoView from a locale other than English, predefined reports might display some invalid characters

Source: ZENworks 11SP2; System Reporting.
Action: On Linux, do the following.

  1. To stop the Novell ZENworks Monitor, Novell ZENworks Server, and Novell ZENworks Loader services, run the following commands:

    /etc/init.d/novell-zenmntr stop

    /etc/init.d/novell-zenserver stop

    /etc/init.d/novell-zenloader stop

  2. Back up the %ZENWORKS_HOME%/share/tomcat/conf/server.xml file.

  3. In the server.xml file, search for the "<Connector port="443"" and the "<Connector port="80"" strings, then add the "URIEncoding="UTF-8" string before the /> tag in both strings.

  4. (Conditional) If you configured a different port while installing ZENworks 11, repeat Step 3.

  5. To start the Novell ZENworks Monitor, Novell ZENworks Server and Novell ZENworks Loader services, run the following commands:

    /etc/init.d/novell-zenmntr start

    /etc/init.d/novell-zenserver start

    /etc/init.d/novell-zenloader start

  6. Log in to ZENworks Control Center.

  7. Click Reports > ZENworks Reporting Server InfoView.

Action: On Windows, do the following.

  1. To stop the Novell ZENworks Monitor, Novell ZENworks Server, and Novell ZENworks Loader services, click Start > Settings > Control Panel.

  2. Double-click Administrative Tools > Services.

    1. Double-click Novell ZENworks Monitor.

    2. In the Novell ZENworks Monitor Properties dialog box, click Stop > OK.

    3. Double-click Novell ZENworks Server.

    4. In the Novell ZENworks Server Properties dialog box, click Stop > OK.

    5. Double-click Novell ZENworks Loader.

    6. In the Novell ZENworks Loader Properties dialog box, click Stop > OK.

  3. Back up the %ZENWORKS_HOME%/share/tomcat/conf/server.xml file.

  4. In the server.xml file, search for the "<Connector port="443"" and the "<Connector port="80"" strings, then add the "URIEncoding="UTF-8" string before the /> tag in both strings.

  5. (Conditional) If you configured a different port while installing ZENworks 11, repeat Step 4.

  6. To start the Novell ZENworks Monitor, Novell ZENworks Server, and Novell ZENworks Loader services, click Start > Settings > Control Panel.

  7. Double-click Administrative Tools > Services.

    1. Double-click Novell ZENworks Monitor.

    2. In the Novell ZENworks Monitor Properties dialog box, click Start > OK.

    3. Double-click Novell ZENworks Server.

    4. In the Novell ZENworks Server Properties dialog box, click Start > OK.

    5. Double-click Novell ZENworks Loader.

    6. In the Novell ZENworks Loader Properties dialog box, click Start > OK.

  8. Log in to ZENworks Control Center.

  9. Click Reports > ZENworks Reporting Server InfoView.

Unable to set the focus for the ZENworks Reporting Server InfoView in Mozilla Firefox

Source: ZENworks 11SP2; System Reporting.
Explanation: When you launch the ZENworks Reporting InfoView in Mozilla Firefox, it does not set the focus on the ZENworks Reporting InfoView tab if the ZENworks Reporting InfoView tab is already open.
Action: Do the following.

  1. In the Mozilla Firefox browser, click Tools > Options.

  2. Click Tabs.

  3. Deselect Open new windows in a new tab instead check box.

  4. Click OK.

Reports data are not displayed when you create a custom report by using Advanced (Java 2 required)

Source: ZENworks 11SP2; System Reporting.
Explanation: In the ZENworks Reporting Server InfoView, the data in the custom report is not displayed when you click Run Query while creating a new Web Intelligence document. The Select a default creation/editing tool panel preference for the Web Intelligence document is set to Advanced (Java 2 required.
Possible Cause: This issue might occur if you have installed java 1.6.0_20 version or above.
Action: Do the following.

  1. Click Start > Settings > Control Panel > Java.

  2. Click Java > View.

  3. Deselect Enabled check box next to any java 1.6.0_20 versionor above, then click OK.

  4. Click Apply.

  5. Restart the web browser.

Unable to run a Report

Source: ZEnworks 11 SP2; System Reporting.
Explanation: After installing ZENworks Reporting Server, when you try to run a report, the following error message is displayed: com.businessobjects.wp.om.OMReportElementContainer (Error: INF)
Possible Cause: Tomcat occasionally fails to load the com.businessobjects.wp.om.OMReportElementContainer class.
Action 1: Restart the Tomcat service.
Action 2: If Action 1 does not solve the issue, perform the following steps:

  1. Stop the Tomcat service.

  2. Delete the contents of the following folder:

    • In ZENworks 11: %zenworks_home%/share/tomcat/work/catalina/localhost

    • In ZENworks 11 SP1 and SP2: %zenworks_home%/share/boe/tomcat55/work/catalina/localhost

    NOTE:This is a temporary cache that Tomcat builds on startup.

  3. Restart the Tomcat service.

Action 3: If Action 2 does not solve the issue, perform the following steps:

  1. Stop the Tomcat service.

  2. To prevent the creation of the sessions.ser file, which stores the content of the sessions, uncomment the <Manager pathname="" /> line in the following file:

    • In ZENworks 11: Tomcat\conf\context.xml

    • In ZENworks 11 SP1 and SP2: Tomcat55\conf\context.xml

    NOTE:When the Tomcat service is stopped and restarted or when application server reload is triggered, the standard Manager implementation will attempt to serialize all currently active sessions to a disk file located via the pathname attribute.All such saved sessions will then be de-serialized and activated when the applications server reload is completed.

  3. Check if the session.ser file exists in the following folder. If it does, then delete it:

    • In ZENworks 11: %zenworks_home%/share/tomcat/work/catalina/localhost

    • In ZENworks 11 SP1 and 11 SP2: %zenworks_home%/share/boe/tomcat55/work/catalina/localhost

  4. Restart the Tomcat service.

    NOTE:If none of the above actions are able to resolve the issue, re-start the system.

ZENworks Reporting Server displays an error when ZENworks is configured with an Oracle RAC database

Source: ZENworks 11 SP2; System Reporting.
Explanation: ZENworks Reporting Server displays a Java connector error when ZENworks is configured with an Oracle RAC database.
Action: You need to make the required configuration changes in ZENworks Reporting Server.

  1. Create an empty boe_jdbc_url.txt file in the following location:

    Windows: ZENWORKS_HOME/conf/datamodel/

    Linux: /etc/opt/novell/zenworks/datamodel/

  2. Add the JDBC URL for the Oracle RAC server in the file.

    jdbc:oracle:thin:@(DESCRIPTION= (ADDRESS=(PROTOCOL=tcp)(HOST=Ipaddress1)(PORT=1521)) (ADDRESS=(PROTOCOL=tcp)(HOST=IpAddress2)(PORT=1521)) (CONNECT_DATA=(SERVICE_NAME=OracleServiceName)))

  3. Run the novell-zenworks-configure -c UpdateBOE command.

  4. Launch ZENworks Reporting Server.

  5. Run or create reports successfully in an Oracle RAC environment.

For more information, see TID 7010228 in the Novell Support knowledgebase.

ZENworks Reporting Server displays duplicate rows when a report is run

Source: ZENworks 11 SP2; System Reporting.
Explanation: Sometimes duplicate rows are displayed when you run a report in ZENworks Reporting Server.
Action: To eliminate the duplicate rows:

  1. Launch ZENworks Reporting Server.

  2. Open the relevant report.

  3. In the InfoView, select Modify to open the report in Webi XI.

  4. Click Edit Query.

  5. Select the Properties tab.

  6. In the Data section, uncheck the Retrieve duplicate rows option.

  7. Click OK.

  8. Save the report.