Points to Note:
Always check if WebView third party software's are installed fine and then WebView (Please check first step in below table as how to verify if 3rd party software's are installed fine). If not please re-install WebView third-party software's and WebView.
No Customized settings(security or other) should be applied on WebView servers as its not supported. (i.e. Customized OS, Customized IIS security settings is not supported for WebView).
Java version should always be the version packaged in WebView Third party installer package, it should not be upgraded to higher versions unless done by ICM installer itself.
|Cannot access Webview reporting, get error 404 : page not found when accessed from client’s PC||Are all the 3rd party Software's Of Webview are installed properly , up and running?||Make sure all these software's are installed which are provided by Cisco.
To Check the 3rd party Software's are installed properly follow these steps :
1. In the Command Prompt , execute this command
java -version This should display the java version installed through Cisco Media.
2. Go to
Start --> Programs --> New Atlanta --> Servlet Exec --> ServletExec Admin Login page appears Give the login name as : admin and blank password. Click Ok. We can see the Home page of New Atlanta.
3. Go To
Start --> Programs --> Sybase --> EA Server --> EA Server Manager In Tools Menu --> Connect Select EAServer Manager and click Ok Login as : UserName : jagadmin Port Number : 9000 Host Name : Machine Name where EA Server is installed Click connect. If connected in Sybase Central Window, then Sybase is installed properly. Check if you are able to start Jaguar , IIS services
If all the above is working fine, rollback WebView to base version. Edit WebView component using Media (not localsetup).
|Is Ping from Client PC to WebView Server successful?||If yes, then please try below steps.|
|Is WebView Server is added in trusted sites?||In Internet explorer window, Select Tools -> Internet Options. The Internet Options dialog box is displayed. Select the Security Tab , Click “Trusted Sites. Then click “Sites”. Clear checkbox for “Require Server Verification (https) for all sites in this zone”. In the Trusted Sites dialog box, add your Web View Server http://webview_server & https://webview_server.Click “Close”.|
|Is ActiveX Controls installed and enabled?||In Internet explorer window, Select Tools -> Internet Options. The Internet Options dialog box is displayed. Select the Security Tab. Click “Custom Level”. Verify the following are enabled. Download signed ActiveX Controls. Run ActiveX controls and plug-ins Script ActiveX Controls marked safe for scripting. Click “OK” and confirm Changes.|
|Is SSL and TLS option enabled?||In Internet explorer window, Select Tools -> Internet Options. The Internet Options dialog box is displayed. Select Advanced Tab and select Use TLS 1.0 option, Use SSL and Use SSL 3.0|
|Is IIS and Jaguar services up and running on WebView Server?||Make sure IIS and Jaguar services are up and running on WebView server.|
|Webview Event Viewer not working||Is the following registry keys set to 1:
1.HKEY_LOCAL_MACHINE\Software\CiscoSystemsInc.\ icm\<cust_int>\Distributor\RealTimeDistributor \CurrentVersion\Logger\CurrentVersion\HistoricalData\Event\ApplicationEvent. 2.HKEY_LOCAL_MACHINE\software\CiscoSystemsInc.\ icm\<cust_inst>\Distributor\RealTimeDistributor \CurrentVersion\Logger\CurrentVersion\HistoricalData\Event\Event.
|WebView retrieves events from the database on the HDS. The problem is caused by both the Event and Application Event table, which are not populated from the database on the Central Controller to the HDS database. By default, both key values are set to 0. This means both tables are not populated from the Central Controller to the HDS.To resolve this issue, change both values from 0 to 1 and refresh all Cisco ICM services on the HDS.|
|Problems when running historical Webview report||Is WebView Server pointing to Primary Distributor?||Check if webview server is on secondary distributor(AW), if so
Webview must always point to Primary Distributor. (Deployment is not correct if Webview is pointing to secondary distributor.)
|Is Historical report showing any SQL error or Select Permission error?||There is known defect logged, please try doing a topic search. Also make sure WebView server is pointing to Primary Distributor.|
|Is any ODBC error being reported in WebView UI?||1. Check Named Pipes/TCP IP order is just fine.
2. Check the DSN Name for the <instance_name>AWDB_WV and
<Instance_name>HISTDB_WV, both of them should point to <Instance_Name> AWDB in the "Database Name" Field"
3. Sometimes changing the Server Name under the DSN for HISDB_WV from hostname to IP address
resolves the issue.
|Is Jaguar User is member of local Admin?||Verify if jaguar user is member of local admin.If not add the Jaguar User to local Admin.|
|Users not able to login into WebView||Is User trying to login using "/" (domain/username)||As per AD login standards "/" is never supported. Users should use "\" when login (domain\username).|
|Is the User account and password expired?||Verify that the user account is not disabled and that the password has not expired. Try logging into a Windows machine to verify the password and account status of the user|
|Is the User present in the User List under the that instance?(For ICM/IPCC)||Check if the “User” is present in the “User List” of Configuration Manager, and also check if “User” is member of the instance Created.|
|Is the User present in WebView Reporting Users(For SIPCC)||Login into the SIPCC Web Administration ,using
https://<ipAddrs>/uiroot/default/<instancename>Admin/loginAdmin.jsp After Logging in , traverse to the following Link Go To System Management -> Administrative Permissions -> WebView Reporting Users Check if the user is present in the list.
|Are the Trace Levels On for Logs?|| Turn on the trace levels for WebView and restart the services(IIS and Jaguar). Run the WebView reports and collect the following logs.
A) ServletExec Log <drive>\Program Files\New Atlanta\ServletExec ISAPI\ServletExec.log[.1][.2]... <drive>\Program Files\New Atlanta\ServletExec ISAPI\ServletExecNative.log B) Jaguar Log : <drive>\Program Files\Sybase\EAServer\bin\Jaguar.log To turn on the trace levels , please follow these steps :
A) ServletExec Logging
- Locate "adminui.properties" file in "<ICM HOME>\web\webview\reporting\servlet\properties" directory - Open the file in wordpad - Locate "WEBVIEW_DEBUG=false" in the file and change it to "WEBVIEW_DEBUG=true"
B) EA Server(Jaguar) Logs
- Navigate to this file c:\<icmroot>\web\webview\utils\DebugOn.reg. - Right-click on the file and choose Edit. - Modify "Debug"=dword:0000000x. Settings are as follows: • x=1 is basic debugging. • x=2 is more detailed debugging. This is typically the highest level you will need. • x=3 is the most detailed debugging. This setting makes logs grow very quickly. Use it only when troubleshooting header locking in reports. - Save DebugOn.reg and close the file. - Double-click DebugOn.reg and click Yes when asked to add the information to the registry.
Please modify 'x'as 2 in the reg file and save it and double click it to turn it on.
|Does the Servlet Exec Logs and Jaguar Logs show Authentication Error?||Check the Jaguar Logs and ServletExec Logs for more details, If ServletExec logs show’s Authentication Error , Active Directory team need to look into the issue.|
|Is the User present in WebView group (check using WebView user Authentication Model)?||The hierarchy of AD Organizational Unit's (OU's) and the Domain Local Security Group's (DLG's) in an ICM deployment is as follows:
<Root> CiscoICM_<function> <Facility> <facility_name>_<function> <Instance> <facility_name>_<instance_name>_<function> A WebView user account would be an account in the AD with membership of "<facility_name>_<instance_name>_WebView" DLG within the respective "<Instance>" OU. Using standard Active Directory tools, the User List Tool, or the ICM Domain Manager tool, the AD administrator can assign WebView privileges to any AD users by making them members of the WebView WebView Domain Local Security Group (DLG). No special privileges are assigned to members of WebView DLG at the facility and ICM root OU's
|Was it checked if there any bugs related to the issue under the version installed in CDETS?||Check if there are any bugs related to the same in AD, and follow the workaround for the same as mentioned in notes in CDETS.|
|WebView Reports having data discrepancy||Does the data in tables match with reports according the query in reports?||Export the report having data discrepancy and also the data dump of the tables having these values (of the particular instances) seen in report.
For real-time reports, data dump is from AWDB, time frames matching in reports and database. For historical reports, data dump is from HDS, time frames matching in reports and database. If the data is matching with data dump and reporting is working as per design, then this issue to be followed up with other components like Router and OPC. Call Type data seems incorrect -Use rttest, dump_vars /calltype CallTypeID -Turn on CallTypeSL tracing using rtrtrace -Collect rtr logs, TCDs and RCDs. Skill Group SL data seems incorrect -Use rttest, dump_vars /group CallTypeID -Turn on CallTypeSL tracing using rtrtrace -Collect rtr logs, TCDs and RCDs
|WebView 3rd Party Software’s not installing||Any errors in log(with Trace level on)?||Check For WVThirdPartyInstaller.log under this path "C:\Temp". If any errors , remove the old files and re-install the 3rd Party Software's (use only software's provided by Cisco).|
|Is it customized OS ?||WebView does not work on Customized OS. WebView can be installed on the OS as mentioned in BOM.|
|Was there any older versions installed? Was it completely uninstalled , folders removed and registry keys erased and system rebooted?||Remove Old Versions of EAServer/Jaguar NOTE: Before you install EAServer. it is best to make sure that you are starting with a clean slate. Do not install EAServer (Jaguar) ‘over itself’. To remove any remnants of EAServer Jaguar), perform the following steps.
Stop the following NT services: IISAdmin, Jaguar, Sybase EP Management Agent.Close any open Services control panel windows. Remove Jaguar as per readme instructions Delete the entire c:\program files\sybase folder Delete the registry key: HKEY_LOCAL_MACHINE\Software\Sybase. Delete the registry key: HKEY_LOCAL_MACHINE\Software\Sybase, Inc. Remove the following Environment Variables: Jaguar, LM_LICENSE_FILE, SYBASE_SYSAM. Remove any references to the sybase folders from the PATH and CLASSPATH environment variables. If the are older versions, remove it through Add/Remove Programs. Make sure the physical folders are removed.If folders exist after un-installation, delete the folders and also Registry Entries.Take a backup of DLL files in <drive>:\icm\bin folder and delete the DLL’s present in <drive>:\icm\bin folder.Reboot the machine.Clear the cache: Navigate to the following two directories. [DRIVE]:\icm\web\webview\reporting - Delete all folders that begin with an underscore (ex. _admin) in the reporting directory [DRIVE]:\Program Files\New Atlanta\ServletExec ISAPI\Servlets\pagecompile - Delete everything contained within the pagecompile directory.Install the 3rd Party Software’s through Media, provided by Cisco Systems, Inc
|What is the maximum number of rows in the WebView report and can this setting be modified?||Is any error being displayed?||There is a limit of maximum 3000 rows that is imposed on all WebView reports. This setting is preset and is not configurable in WebView. If the WebView report exceeds 3000 rows, WebView truncates the part that exceeds the limit and generates the following error message: Error - "The resulting retrieved data of 3000
rows may not contain all data for selected inputs". Narrow your selection to insure complete data!"
|Parent and Child Reports not matching||Is the deployment correct? (ICM being Parent and IPCC being Child)||Parent will be ICM and Child will be IPCC. Parents and child reports should match. If they are not matching , make sure both Parent and child are of same versions. The database dump for populating parents and child reports(those particular tables) should also match. If the data dump is not matching then those particular components involved in populating data for those tables should be contacted.|
|Agent Data Does Not Appear in Reports||Is flow of agent data from a specific peripheral to a specific real-time distributor enabled?||In the ICM Configuration Manager, open Start > Programs > ICM Admin Workstation > Configuration Manager > Peripherals > PG Explorer.
In the PG Explorer, select the peripheral to which an agent(s) is assigned. Select the Peripheral tab. •Review the Client Type. If the peripheral’s client type is CallManager/Soft ACD, you must select Default desk settings in the Peripheral tabs. Otherwise, skip this step. •Review the Agent Desk Settings Agent desk settings are settings for an IPCC agent’s phone or PC screen that are defined in the ICM database. Other types of agents have these settings defined in the ACD. If NONE is the only option in the selection list, you need to create desk settings. To create desk settings, use the ICM Configuration Manager’s Agent Desk Settings List tool. Select the Agent Distribution tab. Agent distribution is the flow of agent data from a specific peripheral to a specific real-time distributor. •Check Enable agent reporting. •Enter any needed agent distribution entries.
|Date Formats are Incorrect or Historical Reports do not show for a Specified Time Period||Was WebView initially installed with Language selection using different date format and re-installed with different Language?||If WebView is initially installed with a language selection that uses one date format (for example, installed for French DD/MM/YY) and is subsequently reinstalled with a language selection that uses another date format (for example, reinstalled for Englsh, MM/DD/YY), then the date format used by WebView may be wrong. You might also find that WebView historical reports do not show for a specified time period, even though calls occurred during that time period.
In this case, the date format for the changed language might no longer match the date format in the EAServer.ini file. Follow this procedure to change the date format field: Navigate to <drive>:\Program Files\Sybase\EAServer\PowerBuilder. Open the pdodb.ini file. In the [MSSQLSERVER_DATETIME] section, replace instances where the date format is incorrect for your locale. (This is, replace yyyy-dd-mm with yyyy-mm-dd, or vice versa.) Save the change. Restart Jaguar.
|Pages do not Display Correctly||Is WebView generating Java errors and errors that ServletExec cannot write to the page. Or text strings that appear to be incorrect or missing and malformed pages?||You might see errors on the pages that WebView generates such as Java errors and errors that ServletExec cannot write to the page. You might also see text strings that appear to be incorrect or missing and malformed pages (for example, graphics are missing or colors are wrong.)
There are several possible resolutions to these page display errors. •Check that the World Wide Publishing service is running. •Rerun ICM Setup in Upgrade All mode to reinstall missing WebView files. •Delete compiled pages Because ServletExec compiles pages before displaying them, if some files have changed since they were last compiled, the display can be a mixture of new and old pages. Resolve this issue by deleting the compiled pages, which forces ServletExec to recompile all of the pages. To delete the compiled pages: -Delete this entire folder: C:\Program Files\New Atlanta\ServletExec ISAPI\ServletExec Data\default \default-app\pagecompile. –Close the browser and run the reports again. •Add the WebView server to Trusted Sites Pages can also display incorrectly if the WebView server is not added to the Trusted Sites list on the browser.
|Header Truncated in French Reports||Is WebView localized for French language?||If your WebView is localized for the French language, and if the header of reports is truncated or cut off, select a smaller text size in the browser (View > Text Size).|
|Saved Reports Do Not Work||Is the report is customized template? And can the user access the report?||If a reporting user cannot access a saved report, and if the saved report was based on a custom template, the name of the custom template may have changed.|
|Is the Saved report a Cisco based template? And was WebView upgraded?||If the saved report was based on a Cisco template, and you upgraded WebView, then the template may have been deleted or moved to a different reporting category.
In these situations, the reporting user must create a new saved report based on the renamed or relocated template.This issue is specific to upgrades from Release 4.6.2. No templates were deleted in Releases 5.0, 6.0, or 7.0.
|Job Scheduler Does Not Work||Are Terminal Services Running on the Client?||Make sure there are no terminal services running on the machine where the scheduled job is going to be run.|
|Does the User Have Access to a Printer?||Make sure the user has access to a printer|
|Is ActiveX Enabled?||To view graphical reports and to use the WebView Job Scheduler, you must enable all ActiveX Controls and plug-ins in the browser's Security Settings.|
|Is Fast User Switching Disabled on the Client?||Make sure that Fast User Switching (FUS) is disabled on the machine where the scheduled job is going to be run on.|
|Is the User Logged in When the Job is Triggered?||Make sure that the user is logged in at the time the job is scheduled to run and that only one user is logged in.
To check that only one user is logged in, open Task Manager and click Show processes from all users to verify that only one explorer.exe is running.
|Is the WebView Server added to the Trusted Sites List?||Job Scheduler can also work incorrectly if the WebView server is not added to the Trusted Sites list on the browser.|
|Any "File Not Found" Message seen while Job Scheduler runs a report that is saved to file?||This is seen when security hardening is applied.This occurs if the IUSR_<machine_name> user does not have permission to create the temp directory in which scheduled reports are queued on the server. Create a folder named "sched" under the folder "C:\icm\<instance_name>\aw ". C:\icm\<instance_name>\aw\sched (Job Scheduler folder), where the scheduled jobs are stored|
|Java errors seen when generating historical reports using IE7 or IE 8||java.util.MissingResourceException: Can't find resource for bundle||
Option 1. Add the language in IE using the "User defined" option and add the language manually in lower case (en-us).
Option 2. -Add the following lines for your language in upper case in the following Webview server file: <drive>:\icm\web\webview\reporting\servlet\wvLocale.properties en-US=mm/dd/yy (replace en-US with the language you configure in IE 7.0 or IE 8) -Restart ServletExec, Jaguar and IIS services to apply the change.
|Logs to Collect With Trace levels On||ServletExec Logging||<drive>\Program Files\New Atlanta\ServletExec ISAPI\ServletExec.log[.1][.2]...
<drive>\Program Files\New Atlanta\ServletExec ISAPI\ServletExecNative.log - Turn debug logging on:
- Locate "adminui.properties" file in "<ICM HOME>\web\webview\reporting\servlet\properties" directory - Open the file in WordPad - Locate "WEBVIEW_DEBUG=false" in the file and change it to "WEBVIEW_DEBUG=true" - Restart WebView services (IIS & Jaguar) - Turn debug logging off: - Locate "adminui.properties" file in "<ICM HOME>\web\webview\reporting\servlet\properties" directory - Open the file in WordPad - Locate "WEBVIEW_DEBUG=true" in the file and change it to "WEBVIEW_DEBUG=false" - Restart WebView services (IIS & Jaguar)
|Job Scheduler Log||If there is a problem with jobs scheduled to be saved/printed on client, get log from client machine.
If there is a problem with jobs scheduled to be printed on server, get logs from client and server machine
|Install Log (ICM and Third Party)||'C:\Temp' directory contains log files created by third-party installer and ICM installer|
|Sadlib logs||Locate registry HKEY_LOCAL_MACHINE\SOFTWARE\Cisco Systems, Inc.\ICM\SystemSettings\Debug_Sadlib
Change the value to Yes. Restart IIS services, sadlib logs will be found under C:\Temp
|EAServer (Jaguar) Logging||File(s):<drive>\Program Files\Sybase\EAServer\bin\Jaguar.log
Turn debug logging on:
- Navigate to this file c:\<icmroot>\web\webview\utils\DebugOn.reg. - Right-click on the file and choose Edit. - Modify "Debug"=dword:0000000x. Settings are as follows: • x=1 is basic debugging. • x=2 is more detailed debugging. This is typically the highest level you will need. • x=3 is the most detailed debugging. This setting makes logs grow very quickly. Use it only when troubleshooting header locking in reports. - Save DebugOn.reg and close the file. - Double-click DebugOn.reg and click Yes when asked to add the information to the registry. - Restart WebView services (IIS & Jaguar)
Turn debug logging off:
- Double-click DebugOff.reg and click Yes when asked to add the information to the registry. - Restart WebView services (IIS & Jaguar)
|IIS shows “under construction” after 3rd party upgrade||Workaround IIS show service unavailable after installing 3rd party tools||On Xeon CPU machines running 32-bit Windows, the installer for SE 6.0 AS on Windows will incorrectly install the AMD/Intel 64-bit (x64) version of ServletExec_Adapter.dll. This occurs on machines that have SQL Server Reporting Services installed (the SQL Server Database need not be installed for this problem to occur).
The reason this problem occurs is because the SE 6.0 AS installer looks in the Windows registry in order to decide if the OS is 32-bit or 64-bit. It looks for the presence of this Registry key: HKEY_LOCAL_MACHINE\Software\Wow6432Node\
It appears that that key is present even on a 32-bit OS when the SQL Server Reporting Services are installed. So the installer then installs a 64-bit DLL which is incorrect... resulting in the 32-bit IIS not starting up properly and Windows Event Viewer messages indicating that ServletExec_Adapter.dll is not the correct processor architecture for IIS to be able to load it.
The solution is to 1. Stop the IIS Admin Service (as well as HTTP SSL, and WWW) 2. Rename C:\Inetpub\Scripts\ServletExec_Adapter.dll to ServletExec_Adapter_x64.dll
3. Copy C:\Program Files\New Atlanta\ServletExec AS\bin\isapi\ServletExec_Adapter.dll to C:\Inetpub\Scripts\
Then IIS should be able to load that DLL so that SE can function.