4.2 System Reporting Troubleshooting Strategies

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

Unable to launch the ZENworks Reporting Server InfoView

Source: ZENworks 10 Asset Management SP3; 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 ZENworks Reporting Server InfoView. For more information, see Working With a Firewall in the ZENworks 10 Asset Management 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 10 Asset Management SP3; 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 10 Asset Management SP3; 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 10 Asset Management Installation Guide.

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

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

Report generation may fail if more than 30 users are accessing the ZENworks Reporting Server InfoView simultaneously.

Source: ZENworks Asset Management; System Reporting
Explanation: If more than 30 users simultaneously access the ZENworks Reporting Server InfoView, report generation may fail. This is because BusinessObjects Enterprise provides only 30 licenses that can be used simultaneously.
Action: You need to close any inactive sessions and then try accessing the ZENworks Reporting Server InfoView.

OR

You need to wait and try accessing the ZENworks Reporting Server InfoView when fewer sessions (less than 30) are in progress.