A.2 ZENworks Reporting Server Troubleshooting Strategies

This section provides solutions to problems you might encounter when using ZENworks 10 Configuration Management Reporting Server.

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

Source: ZENworks 10 Asset Management SP3; 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 10 Asset Management 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 10 Asset Management Installation Guide.

  2. Install ZENworks Reporting Server.

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

Source: ZENworks 10 Asset Management SP3; 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 10 Asset Management SP3; 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 10 Asset Management SP3; 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 ZAM_REPORTING_10.x.0.iso file mounted on the host machine as a CD-ROM on that virtual machine

Source: ZENworks 10 Asset Management SP3; ZENworks Reporting Server.
Action 1: Extract the ZAM_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 ZAM_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 Asset Management SP3; 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 Asset Management SP3; 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 10 Asset Management SP3; 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 if the ZENworks database is an MS SQL Server database, and the authentication mode is Windows Authentication

Source: ZENworks Asset Management SP3; ZENworks Reporting Server.
Explanation: The following error might be displayed while running the reports: 
A database error occurred. The database error text is:
[Microsoft][ODBC SQL Server Driver][SQL Server] Login failed for user "NT
AUTHORITY\ANONYMOUS LOGON"..(WIS 10901)
Action: Do the following:

  1. Provide Read permission to %ZENWORKS_HOME%/conf/security directory and Full Control permission to %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 ZENworks Reporting Server. You must also provide the Read and Full Control permission to the non-domain user.

  2. Edit the properties of ZENworks Reporting Server Services on the ZENworks Server:

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

    The Central Configuration Manager window is displayed.

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

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

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

  6. 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.

  7. Click OK.

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

ZENworks Reporting Server fails to launch through ZENworks Control Center on servers other than the Primary Server on which it has been configured

Source: ZENworks 10 Asset Management; ZENworks Reporting Server.
Explanation: ZENworks Reporting Server fails to launch through ZENworks Control Center on servers other than the Primary Server on which the ZENworks Reporting Server has been configured in a zone.

For example, if you configured ZENworks Reporting Server on the first Primary Server and try to launch it from another Primary Server on which it has not been configured, ZENworks Reporting Server fails to launch.

Action: On the Primary Server on which ZENworks Reporting Server has been configured, open a terminal and run the following commands as a root user:

/sbin/SuSEfirewall2 stop

/sbin/SuSEfirewall2 start

Some BOE files are not removed from the device even after uninstalling ZENworks Reporting Server

Action: Do the following:

  1. You can find the ZENworks Reporting Server uninstallation log files in the following locations:

    /var/opt/novell/log/zenworks/ZRSuninstall.log

  2. Identify the files that are not removed under the /etc/init.d/location and manually remove the files from the device.