Troubleshooting OneClick Client Problems

Contents
casp941
Contents
This section lists troubleshooting information for some of the common problems encountered with respect to the the OneClick Client.
Odd OneClick Behavior
Symptom:
After I upgrade
CA Spectrum
, I notice that the OneClick client is behaving oddly on one of my computers.
Solution:
Try to reproduce the problem on another computer where OneClick has not been used. If you cannot reproduce the problem on this computer, the Java cache most likely did not update during the
CA Spectrum
upgrade.
On the computer where the OneClick client exhibits this problem, clear the java cache:
  1. Access the Java Control Panel:
    • On Windows platforms, click Start, Control Panel, and then double-click Java.
    • On Solaris and Linux platforms, launch <
      JRE install directory
      >/bin/jcontrol.
  2. Click the View button under Temporary Internet Files on the General tab.
  3. Select the
    CA Spectrum
    OneClick Console Application and click the X button in the toolbar.
    The selected item is removed.
OneClick Client Fails to Launch
Symptom:
I tried to launch OneClick, but it failed to start.
Solution:
When installing the JRE, which includes Java Web Start, on Windows, the default cache directory is the installing home directory of the user. However, if any part of the full path of the home directory, including the username, includes the exclamation character (!), OneClick fails to launch properly.
Follow these steps:
  1. Click Start, Control Panel, and then double-click Java.
  2. Select the General tab and then click Settings.
  3. Click Change to change the location where temporary files are located. Select a path that does not include the exclamation character.
Solution:
Your server already had a Java version installed when you tried to launch OneClick for the first time after installation. Each time OneClick is launched, a check for a minimum version of Java is performed. Typically, you see a prompt asking you to update the JRE when required. But sometimes, this update fails.
If your inability to launch the OneClick client is related to a failed update of the JRE, install the software by clicking "
Install JRE and JCEUnlimited Strength Files
" on the OneClick home page. This link calls up a page with a link to the required version of the JRE.
OneClick Console Does Not Open (Windows)
Valid on Windows
Symptom:
I tried to launch the OneClick Console. The Java splash screen appeared but vanished, and the OneClick Console did not open.
Solution:
The JRE is not installed correctly. The OneClick client server must have the correct JRE version. If you are upgrading from a previous release, an older version of Java is already installed in the default Windows location, C:\Program Files\Jave\jre6. That version is causing the problem.
Follow these steps:
  1. Repeat the procedure that is outlined in Install JRE and JCEUnlimited Strength Files, and Java Web Start on Windows. However, when installing the JRE, select a location other than the default or the existing location.
  2. After installation is complete, shut down any existing OneClick clients.
  3. Clear the cache of old jar files to run the OneClick Console using the new version of Java:
    1. In the Windows Start, Run dialog, type
      javaws -viewer
      and click OK.
      The Java Control Panel and the Java Cache Viewer dialogs open.
    2. Review the applications in the cache on the Java Cache Viewer dialog, delete any existing OneClick applications in this view, and click Close.
    3. On the Java Control Panel dialog on the General tab, click Settings in the Temporary Internet Files section.
      The Temporary Files Settings dialog opens.
    4. Take one of the following steps:
      • If the option to 'Keep temporary files on my computer' is selected, click Delete Files. Verify that the Applications and Applets option on the Delete Temporary Files dialog is selected, and click OK.
      • If the option is cleared, manually delete the temporary files. Navigate to your <
        Windows home directory
        >\Local Settings\Temp folder and delete all 'jar_temp<number>' files.
  4. Start a new OneClick Console.
Firefox Download Error Dialog (Linux)
Valid on Linux
Symptom:
I get the Firefox Download Error dialog when I attempt to start the OneClick Console.
Solution:
The Firefox Download Error dialog opens when you attempt to start the OneClick Console due to one of the following conditions:
  • The correct JRE version is not installed on the Linux system.
  • The correct JRE version is not configured properly.
  • The .jnlp file type is not associated with the JavaWS application.
Follow these steps:
  1. Verify that the correct JRE version is installed on the Linux OneClick Console system. If the JRE is installed, go to the next step. If it is not installed, follow the instructions in Install JRE, JCEUnlimited Strength Files, and Java Web Start on Linux to install the JRE and required Java components.
  2. Configure the Firefox browser to associate .jnlp file types with the JavaWS application:
    1. In a Firefox browser window, click Edit, and Preferences.
      The Preferences dialog opens.
    2. Click Downloads.
    3. Click View, and Edit in the Download Actions section.
      The Download Actions dialog opens.
    4. Locate the entry for the JNLP extension. Verify that the action associated with the file type is Open with JavaTM Web Start Launcher. This association is made when installing the JRE. If a different association is listed, click Change Action.
      The Change Action dialog opens.
    5. Select 'Open them with this application', and click Browse, if necessary.
      The Select Helper Application dialog opens.
    6. Select javaws from the location where you installed it, and click OK.
    7. Click Close.
  3. Click OK.
OneClick.jnlp File Download Dialog Opens (Solaris)
Valid on Solaris
Symptom:
I tried to start OneClick but all I see is a OneClick.jnlp file download dialog.
Solution:
The JRE is not installed or failed to install correctly on your computer. To resolve this problem, the OneClick client server must have the correct JRE version.
Follow these steps:
  1. Verify that a supported JRE version is installed on the system.
  2. If the JRE file is not installed, install the file from the OneClick home page. For more information, see Install JRE, JCEUnlimited Strength Files, Java Web Start, and the Java Plug-in on Solaris.
    If the issue still persists even after installing JRE, continue to the next step.
  3. Verify that the Java plug-in is installed correctly. For more information, see Install JRE, JCEUnlimited Strength Files, Java Web Start, and the Java Plug-in on Solaris.
OneClick Fails to Start, Access Denied (Windows)
Valid on Windows
Symptom:
I tried to launch OneClick, but OneClick failed to start. I received the following error:
opening oneclick.jnlp... Access to the specified device, path, or file is denied.
Solution:
The .jnlp file type is not associated with the javaws.application. Verify that the .jnlp file extension is mapped to the javaws.exe application.
OneClick Console Does Not Open (Solaris)
Valid on Solaris
Symptom:
The Opening OneClick.jnlp dialog opens but the ‘Open with’ option is not available.
Solution:
The .jnlp file type is not associated with the javaws application on the system. Verify that .jnlp file types are associated with JWS.
If the issue persists, verify the settings in the javaws console.
Follow these steps:
  1. Open the javaws console.
  2. Select Edit, Preferences, Advanced, JNLP File/Mime Association.
  3. Select Prompt user.
  4. Click Apply.
  5. Click OK.
  6. Start the OneClick Console.
    If the condition persists after completing the previous steps, see your
    CA Spectrum
    administrator.
Cannot Log In to OneClick Client
Symptom:
I am unable to log in either at the OneClick home page (that is, http://<
hostname
>/spectrum or
http://<hostname
>:<
portnumber
>/spectrum), or when launching the OneClick client.
Solution:
Check for these common problems:
  1. Does the user name that is entered at login represent a valid user?
  2. Does the user exist at the main location server?
  3. Is the
    SpectroSERVER
    , or the secondary
    SpectroSERVER
    , running properly?
  4. On the primary
    SpectroSERVER
    , does the user have either the administrator or operator role? To verify the user role, select the Users tab in the OneClick Console.
  5. Is the password correct? To verify the user password, select the Users tab in the OneClick Console.