Reporting Troubleshooting Topics

This section describes the following reporting errors and the suggested solutions to fix these errors.
Failed to open the connection while generating reports
: After installing and integrating CABI BOXI with 
DX NetOps Spectrum
, you may get the following error, while running the reports:
“The viewer could not process an event. Failed to open the connection” 
: The Open Database Connectivity (ODBC) drivers are not configured properly during post installation phase.
: Run the post installation steps - Configure the Database Driver.
  1. Navigate to the CABI BOXI computer.
  2. Copy the CA_NVM_EXE folder from <CABI VCD>\utilities folder to the local disk.
  3. If you are on UNIX environment, set the CASHCOMP variable to the folder where CABI BOXI is installed. Example: /opt/cabi41
  4. Run the following command as 
    CABI install user
    Windows: nvm_boxi_post_install_windows.exe
    Log files (nvm_boxi_post_install.log, for this utility can be found in system temp path (in windows: %temp% and in Linux: /var/tmp/).
Failed to open the connection error in Tomcat log
: “Failed to open connection” exception in SRM tomcat log.
: Due to incorrect MySQL driver paths, or due to permissions not granted to SRM server for that user.
: Grant privileges to SRM MySQL server and verify/correct the drivers path in CABI BOXI computer.
To grant privileges for SRM MySQL server, follow these steps: 
  1. Navigate to $SPECROOT/mysql/bin in bash or command prompt. 
  2. Log in to MySQL in 
    DX NetOps Spectrum
     OneClick using the following command:
    ./mysql –uroot –proot reporting 
  3. Execute the following command:
    GRANT ALL PRIVILEGES ON *.* TO 'root'@'cabi hostname' IDENTIFIED BY 'root'; 
  4. Execute the following command:
    GRANT ALL PRIVILEGES ON  *.* to 'CR_user'@'<cabi hostname>' identified by '0n3cl1Ck';
    For WEBI user:
    GRANT ALL PRIVILEGES ON  *.* to 'WEBI_user'@'<IP address of the host>' identified by '0n3cl1Ck' 
Verify/Correct the MySQL driver path in CABI BOXI computer:
  1. Navigate to the following directory:
    C:\Program Files (x86)\CA\SC\CommonReporting4\SAP BusinessObjects Enterprise XI 4.0\java\lib\external 
  2. Verify if the file mysql-connector-java.jar is present. 
  3. Verify if the path of this JAR file is correct in the following files:
    C:\Program Files (x86)\CA\SC\CommonReporting4\SAP BusinessObjects Enterprise XI 4.0/dataAccess/connectionServer/jdbc/mysql.sbo
    C:\Program Files (x86)\CA\SC\CommonReporting4\SAP BusinessObjects Enterprise XI 4.0/dataAccess/connectionServer/jdbc/jdbc.sbo
    C:\Program Files (x86)\CA\SC\CommonReporting4\SAP BusinessObjects Enterprise XI 4.0/java/CRConfig.xml 
  4. If you modify any of the above files, then you must restart the BOXI tomcat using Central Configuration Manager (CCM).
No records found ‘or’ no data in reports
: No records found or failed to open connection error while running report. The well-known parameters (WKP_ProxyUserSecurity) value is NULL!!!.
This issue can be verified by right-clicking the SRM parameters page for any report and going to "View Source". Search for "WKP_ProxyUserSecurity"
Looks like this: 
<input type="hidden" name="WKP_CustomLogo" value="NULL!!!">
<input type="hidden" name="WKP_ProxyUserSecurity" value="NULL!!!">
: The Reports login credentials are not updated and Open Database Connectivity ODBC drivers are not configured properly.
: Run the post installation steps – Configure the Database Driver and then run the following steps.
  1. Go to the OneClick web page.
  2. Navigate to Administration -> Report Manager -> Manage Business Objects Content.
  3. Click "Update Content" and let it complete.
  4. Verify if the wkp parameters are set properly like below:
    <input type="hidden" name="WKP_CustomLogo" value="C:\win32app\Spectrum\custom\repmgr\logo.bmp">
    <input type="hidden" name="WKP_ProxyUserSecurity" value="Administrator">
No records found ‘or’ no data in reports due to security strings
: The global collections list is not populated in group report and “No Record Found” while running the other reports.
: The security strings for the user might not be updated. Log in to SRM server MySQL then run the following query to check the security strings:
Select * from v_security_string_accessibility_by_landscape;
Or, to check for a user:
Select * from v_security_string_accessibility_by_landscape where user_name= “<USER_NAME>” . The result should contain at least (ADMIN, *UNKNOWN* and blank) otherwise it is indication that security strings are not updated for user.
Restart the SRM OneClick server/tomcat so that all the security strings for each user get updated.
Maximum report processing limit reached
: Error in tomcat log while running the report – “The maximum report processing jobs limit configured by your system administrator has been reached”.
: The limit of number of jobs running on CABI BOXI server has been reached.
: Increase the limit of the CABI BOXI server using the following steps:
  1. Log in to Central Management Console (CMC) as an "Administrator". 
  2. Select "Servers" from the drop-down list. 
  3. Go to Service Categories -->Crystal Reports Services. 
  4. In Server Name, right-click on "<hostname>.AdaptiveJobServer" and select "Properties" 
  5. In Crystal Reports 2013 Scheduling Service, change the Maximum Concurrent Jobs value from "5" to a higher number.
  6. Click "Save and Close”.
  7. Right-click on the server and select Restart to restart the server.
  8. If you still see the error, then increase the limit to a higher number.
Unable to compile class for JSP while running the report 
: Error while running the reports in a fresh install or after upgrade: “Unable to compile class for JSP: an error occurred in the JSP file: /jsp/runReport.jsp or /jsp/listParameters.jsp”
: The deployed jars and JSP files in 
DX NetOps Spectrum
 and CABI are not in sync.
: Run the following steps. 
  1. Run only the SpectrumUpdate command as mentioned in the documentation.
  2. Stop the CABI tomcat server. 
  3. Delete "localhost" folder in CABI tomcat's work\Catalina folder.
  4. Back up UdmCAFApp.jar at
    C:\Program Files(x86)\CA\SC\CommonReporting4\tomcat\webapps\BOE\WEB-INF\eclipse\plugins\webpath.UdmCAFApp\web\WEB-INF\lib
    where C:\Program Files (x86)\CA\SC\CommonReporting4\ is the CABI 4.x installation directory. 
  5. Copy the NEW_UdmCAFApp.jar file as UdmCAFApp.jar which got downloaded into SpectrumUpdate utility folder to the following location:
    C:\Program Files (x86)\CA\SC\CommonReporting4\tomcat\webapps\BOE\WEB-INF\eclipse\plugins\webpath.UdmCAFApp\web\WEB-INF\lib 
  6. Copy the listParameters.jsp and runReport.jsp files from 
    DX NetOps Spectrum
     <SPEC_Home>/tomcat/webapps/spectrum/repmgr/admin/ to the following location:
    C:\Program Files (x86)\CA\SC\CommonReporting4\tomcat\webapps\BOE\WEB-INF\eclipse\plugins\webpath.UdmCAFApp\web\jsp 
  7. Start the CABI BOXI tomcat server.
HTTP 404, when right-click the report and select view
HTTP 404 error, when you right-click on any report and select View in the BI Launch Pad.
The web.xml file present in CABI BOXI is not getting updated properly.
: Run the following steps to configure/correct the web.xml.
  1. Navigate to $BO_INST_PATH/CommonReporting4/tomcat/webapps/BOE/WEB-INF/eclipse/plugins/webpath.CustomParams/web/WEB-INF/
  2. Open the web.xml file in a text editor. 
  3. Find the following section:
    Note that the "CommonReporting4cacaf" should be separated with a forward slash. 
  4. Update the line as below:
  5. Save the file and exit. 
  6. Shut down the CABI Tomcat.
    On Windows, you utilize the Central Configuration Manager.
    On Linux, go to $BO_INST_PATH/CommonReporting4/sap_bobj/
    Execute:  ./tomcatshutdown 
  7. Go to $BO_INST_PATH/CommonReporting4/tomcat/work/Catalina/ 
  8. Delete the localhost folder. 
  9. Start the CABI Tomcat.
    Windows use Central Configuration Manager again.
    Linux: ./tomcatstartup (from the same sap_bobj) directory as above.
"NoSuchMethodError" in Tomcat log
Unable to run any reports due to the NoSuchMethodError error in tomcat log –“java.lang.NoSuchMethodError: at com.crystaldecisions.sdk.occa.managedreports.ras.internal.RASReportAppFactory.getReportAppSession( at com.crystaldecisions.sdk.occa.managedreports.ras.internal.RASReportAppFactory.openDocument(”
: The Integration or “Update Content” failed to update the database log in credentials for the reports due to stale old CABI jars in 
DX NetOps Spectrum
  1. Stop the OneClick/tomcat SRM server. 
  2. Navigate to $SPECROOT/tomcat/lib directory. 
  3. Remove the rasapp.jar, rascore.jar, and Serialization.jar from $SPECROOT/tomcat/lib directory. 
  4. Start the OneClick/tomcat SRM server. 
  5. Wait for the tomcat to start and then go to 
    DX NetOps Spectrum
     OneClick page ->Administration->Manage Business Objects Content and click "Update Content".
File I/O error while running reports
Error while running few reports in CABI BOXI: “Error in the file xxxxx: File I/O error”
: Report is unable to fetch the large number for data present in SRM database.
: Increase timeout, Cache & the records limit using the following steps.
  1. Log in to the Central Management Console (CMC).
  2. Click Servers. 
  3. Right-click on Crystal Reports Cache Server and select properties. 
  4. Set the Idle Connection Timeout (minutes) value to 
  5. Set the Maximum Cache Size (KB) value 
    to 1028000. 
  6. Click Save & Close. 
  7. Right-click on Crystal Reports Processing Server 2013 and select Properties.
  8. Ensure that the field Database Records Read When Previewing or Refreshing is set to 
     (for unlimited).
  9. Set the Idle Job Timeout (minutes) value to 
  10. Click Save & Close.
  11. Restart both the Cache and Processing Servers. (this step is not necessary if you are going to restart the SIA).
Report Generation Takes Long Time
: The parameter page opens slow or Report is running slow or MySQL queries are running slow.
:  Probably because of large database/records.
: Increase the performance of SRM MySQL server using the following recommended settings.
  1. Stop the Spectrum Processd and tomcat.
  2. Navigate to $specroot/mysql.
  3. Take back-up of existing my-spectrum.cnf.
  4. Update the my-spectrum.cnf with the following parameters:
    key_buffer = 512M
    table_cache = 1000
    wait_timeout = 300
    max_allowed_packet = 32M
    query_cache_size = 64M
    query_cache_type = 1
    sort_buffer = 64M
    myisam_sort_buffer_size = 64M
    read_buffer_size = 64M
    read_rnd_buffer_size = 6M
  5. Restart the Processd and tomcat
The above settings can be increased depending on the hardware resources available in the environment/machine.
Unable to export report data (without Titles, Headers, Group Headers, Summary, Footers) to .csv format.
When I export the report data into CSV format, I want to filter out Title, Header, Group Header, Summary, and Footer information.
  1. On the server where you have installed JasperReports Server, navigate to:
    <<CA Business Intelligence Installed Directory>>\apache-tomcat\webapps\jasperserver-pro\WEB-INF\classes.
  2. Open the file in Edit mode.
  3. Add the following properties at the end of the file.******** net.sf.jasperreports.export.csv.parameters.override.IgnorePagination=true
  4. Save the changes to the properties file and exit.
  5. Restart the JasperReports Tomcat Server.
    After you have restarted the JasperReports Tomcat Server, run the reports you want to export, again. 
  6. Export the report data into .csv format.The report data should be exported without the following information:
  • Title
  • Header
  • Group Header
  • Summary
  • Footer 
View the Modification History of Custom Configuration Files
You are interested in monitoring 
Spectrum Report Manager
 customization changes that are made through the configuration files. These files are located under 
Log in to the MySQL client as ‘root’ and run the following command to see the chronology of changes for all the custom configuration files:
SELECT filename, FROM_UNIXTIME(last_modified/1000) as time FROM reporting.configchangelog ORDER BY filename, time;
Missing Outage Data Error
DX NetOps Spectrum
 Reporting is missing outage data. The Tomcat log includes a message similar to the following message:
<$SPECROOT>\tomcat\logs\stdout.log: Jul 29, 2009 10:00:34 AM - SRMAvailabilityHandler: WARNING: Historical update has failed for domain = 0x400000 due to error = Connection to event domain timed out.
The outage data indicates one of the following situations:
DX NetOps Spectrum
 Archive Manager for the domain that is specified in the message is not running.
  • A network connectivity issue between the OneClick web server and the Archive Manager on the domain that is specified in the message.
To resolve this issue, start the Archive Manager or resolve any network connectivity issues.
Spectrum Report Manager
 determines that the Archive Manager is running again, it automatically retrieves all the historical availability event data that it requires to update the reporting database.
When Archive Manager is not running, the 
 caches the event data. When the Archive Manager is running again, the 
 sends it to the cached event data. However, the 
 event cache is limited in size. If the Archive Manager is down for a prolonged period, event data can be lost. For more information, see the Database Management section.
Invalid Security Credentials Error
The following message appears when you try to run a report:
An error occurred at the server: The Page Server cannot logon to the CMS. This is due to invalid security credentials. Please verify your user ID and password.
The session has timed out. To resolve the issue, perform the following steps:
  1. Exit 
    Spectrum Report Manager
  2. Re-establish the 
    DX NetOps Spectrum
     Reporting session, and try running the report again.
Reset Report Manager Application Model
If the Main Location Server (MLS) is removed from a Distributed 
Spectrum Report Manager
 can no longer assert events on the SRMApplication model. As a result, monitoring of 
Spectrum Report Manager
 status through the SRMApplication model cannot occur.
Remove the model handle entry for the SRMApplication model from the registry table using the following MySQL command (logged on as ‘root’):
mysql>USE reporting; mysql>UPDATE registry SET SRM_Model = 0;
Resolving Java Error in Report Manager Sample (WEBI) Reports
A Java error is observed in the 
Spectrum Report Manager
 Sample (WEBI) Reports. When a sample report is opened, following error message is displayed:
Java has discovered application components that could indicate a security concern -- Block potentially unsafe components (recommended).
If yes is selected, java blocks the result of the report from being displayed.
This issue occurs when running the browser on Windows with versions higher than Java 6 Update 17. To resolve this issue, perform the following steps:
  1. Open Java from Control Panel.
  2. Select the Advanced Tab
  3. Expand the Security option.
  4. Expand the Mixed Code option.
  5. Select 'Enable - hide warning and run with protections'.
This setting recovers the original format and allows you to use the most recent version of the JRE instead of rolling back to a previous version.
DX NetOps Spectrum
 Report Manager uses too much disk space, how can we limit the size of this database?
: The $SPECROOT/mysql/data/reporting directory is very large and taking up a major part of the disk space.  
: CA suggests having a large enough hard space drive dedicated to Report Manager to store all the data required for your business needs.
DX NetOps Spectrum
 Report Manager also has an archiving utility. This utility is located under the Admin Tools tab of the Report Manager UI. This utility has three features: Purge, Archive, and All data.
Purge: Removes all data based on retention period days chosen.
Archive: Archives the data into the archive database based on the retention period days chosen.
All data: Keep all data in the reporting database and do not remove anything. All data basically means the archive will not run each night.
Purge is the recommended setting for users with disk space problems.
Purge removes all the data after the retention period chosen. For example, if you set the retention days to 90, then anything older than 90 days is removed on a nightly basis.
Archive can be used but this does not save space. Archive simply moves the data from one database to another. However, the archive database can be dropped. This action would make that amount of space available and upon restarting 
DX NetOps Spectrum
 tomcat, the database will be rebuilt with 0 data.
To drop the archive database:
  1. Navigate to the $SPECROOT/mysql/bin directory.
  2. Type: ./mysql --defaults-file=my-spectrum.cnf -uroot -proot
  3. At the Mysql> prompt type: drop database archive;
  4. Restart 
    DX NetOps Spectrum
     Tomcat service.
DX NetOps Spectrum
 Report Manager does not start up due to errors relating to 'directory'
: Errors are seen in the $SPECROOT/tomcat/logs/stdout.log (catalina.out *nix) relating to parameter directory is not a 'directory'.
Full error:
<date and time> (SRM/Startup/Container) ( - (ERROR) - Error occurred while initializing SRM components Error occurred while logging custom configuration changes
Caused by: java.lang.IllegalArgumentException: Parameter 'directory' is not a directory
: The reason for this error is because the ReportManagerInitializer code is looking for the directory $SPECROOT and then the custom/repmgr/config directory. If this error is seen, it means that directory does not exist.
To resolve, simply create the directory structure $SPECROOT/custom/repmgr/config/events
The config directory is the most important part, but the events directory is also needed. Once this is created, restart the 
DX NetOps Spectrum
 Tomcat Service.
Go to Services and restart 
DX NetOps Spectrum
Go to $SPECROOT/tomcat/bin as the 
DX NetOps Spectrum
 install owner
Type - ./
Once stopped type - ./
Once restarted, view the log to confirm Report Manager starts and there are no errors in the log file.