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Report Server Troubleshooting

The following sections detail common problems you may experience with using the Report Server and the proposed solutions.

Report Server Installation Fails with Error Regarding Characters

Symptom:

The installation fails with an error regarding the characters I used in the installation path.

Solution:

The Report Server installation only supports the following character types in the installation path:

• Alphanumeric
• Spaces
• Dashes
• Underlines

Modify the installation path to include character types only.

Report Server Installer Displays Missing File Error

Valid on Windows

Symptom:

During the installation, a message states that the vcredist.msi file is missing. The message prompts me to map to the directory where the file is located.

Solution:

Try one the following solutions:

• Uninstall the Microsoft Visual C++ 2005 Redistributable.
• Click Cancel to continue with the installation.

The installation completes successfully. If you encounter a problem with the Xcelsius application, download and install vcredist.msi from the Microsoft website.

Uninstall Prompts to Close Applications

Valid on Windows 2008 R2

Symptom:

I am uninstalling the Report Server. The installer has prompted me to close the following applications before continuing:

• Java Platform SE binary
• BOE120MySQL

Solution:

Select the Do not close the applications option and click OK.

Letting the installer automatically close the applications causes the process to fail.

Audit-based Reports Return No Results

Valid for Oracle-based audit stores.

Symptom:

My audit-based reports are not returning results.

Solution:

Determine if the user account that was used when configuring the audit database has the DB role. If the user account has the DB role, remove it. The DB role prevents audit-based reports from querying the correct audit table.

Policy Analysis Reports Fail to Run

Valid on Solaris

Symptom:

I am trying to run a policy analysis report. The report fails with the following message:

Failed to retrieve data from the database.

Solution:

This error is related to one of the following problems:

The CRConfig.xml file is missing Java classes.

1. Navigate to report_server_home/CommonReporting3/bobje/java.

   report_server_home

   Specifies the Report Server installation path.

2. Verify that the Classpath section of the file contains the following classes:
   • smjavaagentapi.jar
   • smanalyzer.jar
3. Verify that the JavaBeans section includes the following class:

   webadmin-report-ds.jar

The connection between the Report Server and the Policy Server is broken.

Re–register the Report Server.

The report server did not start correctly.

Restart the Report Server.

More information:

How to Register the Report Server

Restart the Report Server

Administrative UI Displays Missing File Error

Symptom:

I have installed and configured the Report Server. The Administrative UI displays a message stating that the report parameter definition file is not found.

Solution:

Reinstall the report templates.

More information:

How to Install the Report Templates

Java Error Messages When Uninstalling

Symptom:

When I attempt to uninstall the Policy Server, Web Agent, SDK, or the documentation, the uninstallation program stops and issues one of the following error messages:

• “Could not find a valid Java virtual machine to load. You need to reinstall a supported Java virtual machine.”
• "No Java virtual machine could be found from your PATH environment variable. You must install a VM prior to running this program."

Solution:

Make sure the JRE is in the PATH variable.

Set the JRE in the PATH Variable on Windows

To set the JRE in the PATH variable

1. Go to the Control Panel.
2. Double-click System.
3. In the Environment Variables dialog, add the location of the JRE to the Path system variable.

Set the JRE in the PATH Variable on Solaris

To set the JRE in the PATH variable

Run the following commands:

1. PATH=$PATH:<JRE>/bin

   JRE

   Specifies the location of your JRE.

2. export PATH

Adobe Acrobat Reader Won’t Install

Valid on Windows

Symptom:

When I try to install Adobe Acrobat, the installation program hangs.

Solution:

If the Acrobat Reader installation program hangs while the Policy Server service is running, stop it using the Policy Server Management Console’s Status tab. After stopping the service, the installation program should start.

Important! If you are accessing this graphical user interface on Windows Server 2008, open the shortcut with Administrator permissions. Use Administrator permissions even if you are logged in to the system as an Administrator. For more information, see the release notes for your SiteMinder component.

Problem With Using Active Directory as a User Store

Symptom:

When I use Active Directory as a user store, the Policy Server issues error messages that it cannot connect to this store.

Solution:

When creating an Active Directory-based user store, make sure you specify a fully qualified host name (for example, host.domain.com) in the Administrative UI and do not use the machine's IP Address. Moreover, make sure you can ping host.domain.com and domain.com from the machine where the Policy Server is installed since Active Directory sends referrals to the Policy Server that are identified by the fully qualified host name. If the fully qualified host names are invalid and unreachable, the Policy Server issues error messages.

AE failed to load library 'smjavaapi’. System error

Valid on Windows and UNIX Systems

Symptom:

During Authorization, I receive the "AE failed to load library 'smjavaapi'. System error: The specified module could not be found." error message.

Solution:

Set the PATH variable to <SiteMinder_installation>\config\JVMOptions.txt for Windows or the LD_LIBRARY_PATH to <SiteMinder_installation>/config/JVMOptions.txt for UNIX systems.