CA Business Intelligence

Troubleshooting Guide
r2.x

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Contents
Chapter 1: Guide Scope Chapter 2: Troubleshooting Process 7 9

Troubleshooting Steps ......................................................................... 9 Failure Reported at Installation Completion ...................................................... 9 Problems after Potential Failure ................................................................ 10 Check the CMS and other BusinessObjects Services ............................................. 11 Start the CMS Service ......................................................................... 12 Check the Log File if Central Management Console Service Does Not Start .................... 12 Determine Database Connection Problem ....................................................... 13 Check the BusinessObjects Enterprise Tables ................................................... 13 Check the Database Connection Parameters .................................................... 13 Perform a Complete Uninstall .................................................................. 14 Run the CA Business Intelligence Installation Directly ........................................... 15 Reports not Running or Prompting for Credentials ............................................... 15

Chapter 3: Troubleshooting Topics

17

Technical Support Information ................................................................. 17 Collecting Installation Problem Information for Technical Support ............................ 18 Collecting Report Problem Information for Technical Support ................................. 21 Pre-Installation Configurations and Fixes ....................................................... 22 Installation on Machines below Minimum System Requirements .............................. 22 Installation Fails If CASHCOMP Has a Soft Link .............................................. 22 Install CA Business Intelligence and Oracle on the Same Machine ............................ 23 Processes Running after CA Business Intelligence Uninstall .................................. 23 CA Business Intelligence with IIS and SQL Server ........................................... 24 Environment Variables for Root Installation on Unix ......................................... 25 Creating an Oracle Instance ............................................................... 26 SQL Server as the CMS Database .......................................................... 27 Deployment of CA Business Intelligence Fails with WebSphere ............................... 28 Database Credentials Fail .................................................................. 29 Post-Installation Configurations and Fixes ...................................................... 29 Report Application Server (RAS) Not Enabled ............................................... 29 Modify the Java Runtime Environment (JRE) Provided by InfoView ........................... 31 Specific Failure Conditions ..................................................................... 33 Installation Fails with Error Code 16027 .................................................... 33

Contents 5

Chapter 1: Guide Scope

This guide contains information for diagnosing and solving problems you may encounter with your CA Business Intelligence installation. The Troubleshooting Process (see page 9) chapter provides a step-by-step process for troubleshooting the most common problems found with a failed installation. The Troubleshooting Topics (see page 17) chapter contains specific information about potential problems with various environments and situations.

Chapter 1: Guide Scope 7

Chapter 2: Troubleshooting Process

This section contains the following topics: Troubleshooting Steps (see page 9) Failure Reported at Installation Completion (see page 9) Problems after Potential Failure (see page 10) Check the CMS and other BusinessObjects Services (see page 11) Start the CMS Service (see page 12) Determine Database Connection Problem (see page 13) Check the BusinessObjects Enterprise Tables (see page 13) Check the Database Connection Parameters (see page 13) Perform a Complete Uninstall (see page 14) Run the CA Business Intelligence Installation Directly (see page 15) Reports not Running or Prompting for Credentials (see page 15)

Troubleshooting Steps
The topics in this section provide a process to investigate a problem reported by the CA Business Intelligence installation and execution. You should follow the topics in the order provided until you have solved the problem. Prior to reporting a problem to support, review this process and the Other Troubleshooting (see page 17) chapter.

Failure Reported at Installation Completion

If, at the end of the CA Business Intelligence installation process, the Install Complete dialog reports: some serious errors occurred during the install. Please see the installation log for details, then follow the process in subsequent sections to resolve the problem.

Chapter 2: Troubleshooting Process 9

Problems after Potential Failure

Problems after Potential Failure

The following are symptoms of a problematic installation beyond what may be reported by the installation panels. Cannot log into the Central Management Console Browser does not display Administration Launchpad or InfoView Central Management Service (CMS) Is not running CMS Service does not start Another BusinessObjects Service is not running

The topics that follow help you resolve these issues.

10 Troubleshooting Guide

Check the CMS and other BusinessObjects Services

Check the CMS and other BusinessObjects Services

Check all services (particularly CMS) with Business Objects Enterprise Java Administration Central Management Console (Servers) to determine that all of the services are running: On Windows, check the Central Configuration Manager and Windows services. On Unix, run the following command to determine if the CMS is running:
ps ef | grep cms

The BusinessObjects servers including the following: Central Management Server Event Server Destination Job Server Input File Repository Server Output File Repository Server Crystal Reports Cache Server Program Job Server Crystal Reports Job Server Web Intelligence Job Server List of Values Job Server Connection Server Crystal Reports Page Server Web Intelligence Report Server Report Application Server

If any services are not running, start them through the CMC interface, then ensure the services are enabled. If the CMS and other BusinessObjects services are running, check to see if you can view reports in InfoView. If you view the reports, then your installation was successful; if not, then continue with the next troubleshooting section.

Chapter 2: Troubleshooting Process 11

Start the CMS Service

Start the CMS Service

If you cannot log into the CMS or Infoview, attempt to start the CMS with the following methods. On Windows, use the CCM to start CMS or other services On Unix, from the BusinessObjects directory, enter the following command to start an individual server:
"./ccm.sh start server_name"

Or, to start all servers enter the following command:

"./startservers" OR "./ccm.sh start all"

You should now be able to view reports in InfoView. If you cannot, see the next section to review the log file.

Check the Log File if Central Management Console Service Does Not Start
If the CMS service fails to start, search ca-install.log (located in the CA Business Intelligence installation directory) for the following types of entries starting at the end of the log and searching up.
Error: Unable to start CMS server. Start Session Authenticating user [ Administrator ] on servername:6400 using authType [secEnterprise] Exception caught: Unable to initialize session: Server servername not found or server may be down DBG -- Leave GetLastProgressMsg(), return = err: Error: Couldnt logon to CMS

Also ensure that SP2 and FP3.3 or SP4 are noted as installed successfully in the log. These errors generally indicate that some prerequisite specified in the Implementation Guide is not met or, more likely, the connection from BusinessObjects to the CMS database is not functioning properly. The following section provides information on troubleshooting the database connection. Correct these items and, if necessary, perform an uninstall and then reinstall.

12 Troubleshooting Guide

Determine Database Connection Problem

Determine Database Connection Problem

For both Windows and Unix, the most common CA Business Intelligence installation problem when the embedded default MySQL database is not used is an incorrect database configuration. Unless the problem is clearly defined in the error log, you should first check these common configuration errors: Incorrect user rights Unable to connect to the database manually (that is, with native database tools) Incorrect path to database executables Misspelled or missing database identifiers and connections (ODBC, TNSNAME)

Check the BusinessObjects Enterprise Tables

The installation should create the following database tables: CMS_Aliases5 CMS_IdNumbers5 CMS_InfoObjects5 CMS_RELATIONS5 CMS_VersionInfo CMS_FRONTIER5 CMS_CCFRONTIER5 CMS_ROOTFRONTIER5

If not, and there is nothing pertinent that you can find in the log file, there is most likely something configured incorrectly with the database connection.

Check the Database Connection Parameters

Check the database connection parameters (ODBC, TNSNAME, and so on) to ensure there are no spelling or permission issues. On Unix, the non-root user must have permissions to the database executable files. You can start the CMS after correcting the database issue to run BusinessObjects, but you must reinstall BusinessObjects to set the BusinessObjects administrator password and import the sample content.

Chapter 2: Troubleshooting Process 13

Perform a Complete Uninstall

Perform a Complete Uninstall

When you are performing a reinstallation you must follow these steps to avoid problems: Windows To ensure a complete uninstall on Windows 1. Run the CA Business Intelligence uninstall. 2. Remove the following files and registry keys: a. To ensure that CA Business Intelligence is completely uninstalled, delete all files where CA Business Intelligence was installed where the default installation directory is:
c:\Program Files\CA\SC\CommonReporting.

b.

Delete all registry keys under:

HKEY_CURRENT_USER\Software\Business Objects\Suite 11.5 HKEY_LOCAL_MACHINE\SOFTWARE\Business Objects\Suite 11.5

3. Drop all the BusinessObjects tables (which are prefixed with CMS_) from the database if these tables are not to be used again. 4. Reboot the machine. Unix To ensure a complete uninstall on Unix 1. Stop all running BusinessObjects processes, which you can identify by running the following command:
ps ef | grep bobje

2. Recursively remove the CommonReporting directory. 3. Drop all the BusinessObjects tables (they are prefixed with CMS_) from the database if these tables should not be used again.

14 Troubleshooting Guide

Run the CA Business Intelligence Installation Directly

Run the CA Business Intelligence Installation Directly

Sometimes CA Business Intelligence encounters problems through the installation that is not reported in the log files or through their error codes. The ca-install.log is created by capturing information returned from the BusinessObjects installer that is run by CA Business Intelligence. This does not include all of the information that is written to log files when a Business Objects installation is performed independently. Therefore, as an advanced troubleshooting step, run the BusinessObjects installation directly which can potentially provide more information than when run through the CA Business Intelligence installer. The individual BusinessObjects installers are located in the following directories on the installation DVD:
/cabi /cabi/patch/boeXIR2_SP3 /cabi/patch/FP3_3

Reports not Running or Prompting for Credentials

Reports not running or prompting for credentials are often caused because of database configuration errors. To determine the cause of reports not running or prompting for credentials 1. Ensure the database connection is properly defined on the system: On Windows, ensure that your system ODBC DSN matches the name in the universe DSN. On Unix, ensure that your environment variables include the database HOME, LIBRARY (or LD_LIBRARY_PATH), PATH to the database client executables, and the NETWORK specifications (TNS_ADMIN for Oracle) for the user running BusinessObjects.

2. Ensure the universe connection properties are correct. 3. Ensure the user running BusinessObjects has the READ/EXECUTE access to the oracle client access files (the 32-bit libraries) and then restart the BusinessObjects servers if Oracle is the database host. 4. Check the universe connection and the ODBC connection to ensure that they are testing successfully and that the references to the database and server match the correct values. You can create a small InfoView WEBI to test the universe connection to determine if that connection is the problem.

Chapter 2: Troubleshooting Process 15

Chapter 3: Troubleshooting Topics

The topics in this section provide symptoms and solutions for problems encountered when using CA Business Intelligence. These solutions include how to processes, pre-installation steps, post-installation steps and other configuration items for specific implementation situations. This section contains the following topics: Technical Support Information (see page 17) Pre-Installation Configurations and Fixes (see page 22) Post-Installation Configurations and Fixes (see page 29) Specific Failure Conditions (see page 33)

Technical Support Information

The topics in this section explain how to obtain and communicate problem information to CA Technical Support.

Chapter 3: Troubleshooting Topics 17

Technical Support Information

Collecting Installation Problem Information for Technical Support

Symptom: I am experiencing a problem with my CA Business Intelligence installation. What information should I collect before contacting CA Technical Support? Solution: Before you contact CA Technical Support, please review the topic Contact Technical Support. If you still need to contact CA Technical Support, collect the following information relevant to your environment: General Information For all platforms, please answer the following questions and collect the following information: Can you log on to InfoView and see the home page (folder tree on the left)? The following is a typical InfoView URL:
http://hostname:8080/businessobjects/enterprise115/desktoplau nch/InfoView

Can you log on to the Central Management Console? To access the Central Management Console you typically enter the following URL then proceed to the Central Management Console page to log in:
http://hostname:8080/businessobjects/enterprise115/adminlaunc h/launchpad.html

The BusinessObjects version, which can be obtained from the Central Management Console. Choose Servers, then hostname Web_IntelligenceReportServer, and in the Metrics tab you will see a documented version. The version.txt file which is typically installed in the following location:
installation_path/version.txt

18 Troubleshooting Guide

Technical Support Information

The biek.properties file which is typically installed in the following location:

installation_path/biek.properties

The ca-install.log file which is typically found at the following location:

installation_path/ca-install.log

You can also find biek.properties and the ca-install.log in your %TEMP% location on Microsoft Windows or /tmp on Unix platforms in case the installation did not complete. Microsoft Windows-Specific Information For Microsoft Windows platforms, collect the following information and provide the output of the following commands in a .zip file: Screenshot of the winver command. If your CMS host is Oracle, the Oracle (or Oracle client) version:
"%ORACLE_HOME%/bin/sqlplus" -V

BusinessObjects media path: Example: c:\BO

'set' of user who installed CA Business Intelligence, which must be a member of the Administrators group.

Unix-Specific Information For Unix platforms, collect the following information and provide the files or the output of the following commands in a .zip file: If Oracle is your CMS host, the for the Oracle (or Oracle client) version run:
"%ORACLE_HOME%/bin/sqlplus" -V

BusinessObjects media path. For example: /work/BO

Chapter 3: Troubleshooting Topics 19

Technical Support Information

The 'env' of the following users: User that was provided during the installation, that owns the BusinessObjects installation. User who installed CA Business Intelligence, which must be root.

ls output of BusinessObjects root:

/opt/CA/SharedComponents/CommonReporting

boroot/biek.properties boroot/version.txt boroot/bobje/logging (entire folder) boroot/bobje/setup/env.sh showrev -a pkginfo -l

Solaris-Specific Information The output of the following command in a .zip file:

cat /etc/release; uname -a

20 Troubleshooting Guide

Technical Support Information

Collecting Report Problem Information for Technical Support

Symptom: I am experiencing a problem with running the reports in my installation. What information should I collect before contacting CA Technical Support? Solution: Before you contact CA Technical Support, please review the topic Contact Technical Support. If you still need to contact CA Technical Support, collect the following information relevant to your environment: The name of the problematic report. Are there other reports that are working without errors? Specify the name of one of these reports as an example. When you click on the report in InfoView are you able to see valid data in the Report Parameters window? In the Parameters Windows, if you click OK are you able to see the report output? If the parameter value lists are empty, you can manually enter data. If you do not see report output, what error message displays? Name and 'env' of user who launched importBiarFile.sh/bat. If Oracle is your reporting database: While logged in as a BusinessObjects user, $ORACLE_HOME/network/admin/tnsnames.ora. While logged in as an Oracle user, $ORACLE_HOME/bin/tnsping TNSname.

Output of the following: While logged in as a BusinessObjects user, sqlplus dbuser/dbpwd@TNSname.

Chapter 3: Troubleshooting Topics 21

Pre-Installation Configurations and Fixes

Pre-Installation Configurations and Fixes

The topics in this section provide solutions to problems with configurations before installing CA Business Intelligence.

Installation on Machines below Minimum System Requirements

Symptom: When I install CA Business Intelligence on a machine that has 1 GB RAM, which doesn't meet the minimum RAM requirements, the installation fails. Solution: If a Windows machine has only 1 GB RAM, the File Repository Server does not start, which could happen with other servers or system configurations not meeting the minimum system requirements.

Installation Fails If CASHCOMP Has a Soft Link

Symptom: My installation fails when the environment variable CASHCOMP (CA Shared Components) refers to a soft link. Solution: To resolve this problem, follow these prerequisites: To install CA Business Intelligence in a location other than the location defined in CASHCOMP, create a soft link at the CASHCOMP location pointing to the destination directory. The CA Business Intelligence r2.1 installer can create a soft link when CASHCOMP and TARGET_DIR are different. You must remove any soft link in the CASHCOMP path (if present) before starting the installation. Note: TARGET_DIR is the user-specified location where CA Business Intelligence will be installed.

22 Troubleshooting Guide

Pre-Installation Configurations and Fixes

Install CA Business Intelligence and Oracle on the Same Machine

Symptom: What precautions do I need to take when I install and run both CA Business Intelligence and Oracle on the same machine? Solution: When you install and run both Oracle and CA Business Intelligence on the same machine, the installation may fail due to a lack of swap space on the machine. To avoid this problem, ensure that the swap space is well above the combined system requirements specified in the CA Business Intelligence Implementation Guide and Oracle documentation.

Processes Running after CA Business Intelligence Uninstall

Symptom: After I uninstalled CA Business Intelligence, some processes are still running. For example, after uninstalling CA Business Intelligence on a Unix platform, some MySQL processes are still running. What should I do? Solution: Stop the processes before re-installing CA Business Intelligence. The running processes could cause the subsequent installation of CA Business Intelligence to fail.

Chapter 3: Troubleshooting Topics 23

Pre-Installation Configurations and Fixes

CA Business Intelligence with IIS and SQL Server

Symptom: How do I prepare to use CA Business Intelligence with Microsoft IIS and Microsoft SQL Server on Windows to avoid a failure installing the web components? Solution: Before using CA Business Intelligence you need to prepare the Microsoft .NET Framework. To prepare the Microsoft .NET Framework 1. Register the .NET framework 2.0 with IIS 6.0. If Microsoft IIS is not registered with your ASP, run the following command before starting the installation:
regsvr32 "C:\WINDOWS\Microsoft.NET\Framework\v1.1.4322\aspnet_isapi.dl l.

2. If during registration you encounter any errors or warnings such as "dll is registered to server but server entry point was not found," install the complete Microsoft .NET Framework and register the same version for IIS. Note: Often during SQL Server installation, only a partial Microsoft .NET Framework installs, which causes this problem. In the Microsoft .NET Framework folder, verify that the size of aspnet_isapi.dll is around 200kb. If the folder size is less than 200kb, the Microsoft .NET Framework was not installed completely on the machine, so I complete installation is necessary.

24 Troubleshooting Guide

Pre-Installation Configurations and Fixes

Environment Variables for Root Installation on Unix

Symptom: What environment setting do I need to ensure for the installation user (root) when installing on Unix to an external (non-MySQL) database to ensure database connectivity? Solution: You must set your environment variables to connect to the database. Failure to set the environment variables results in non-connectivity to the database and subsequently a failure to connect to the CMS with the following log file entries: DBG -- Leave GetLastProgressMsg(), return = err: Error: Couldnt logon to CMS INFO: err: Error description: The system server_name can be contacted, but there is no Central Management Server running at port 6400.

The following are example settings in Oracle:

source /opt/bin/oracle_cshrc or setenv ORACLE_HOME /u01/app/oracle/product/7.3.2 setenv ORACLE_BASE /u01/app/oracle setenv ORACLE_SID test setenv ORACLE_TERM vt100 setenv SGI_ABI -32 set path=($ORACLE_HOME/bin /opt/bin $path)

Chapter 3: Troubleshooting Topics 25

Pre-Installation Configurations and Fixes

Creating an Oracle Instance

Symptom: What are the precautions that I need to take when creating an Oracle database instance using CA Business Intelligence? Solution: When creating an Oracle database instance you should do the following: 1. On all platforms, ensure that the character set is set to UTF 8.. 2. In your installation environment, create a separate user who can perform administrative actions and log in as that user during the installation of CA Business Intelligence. Note: CA does not recommend using the users (sys or system) that are provided during Oracle installation as they do not have the correct permissions.

26 Troubleshooting Guide

Pre-Installation Configurations and Fixes

SQL Server as the CMS Database

Symptom: What are the prerequisites to use Microsoft SQL Server (SQL Server) as the CMS database? Solution: You need to perform a few tasks before using SQL Server as the CMS. To use SQL Server as the CMS database 1. Create a separate user who can perform DBA and SYSDBA operations on the mapped database. Note: We do not recommend using the default users (sa/admin). BusinessObjects should have its own user on the CMS database to determining where problems are occurring by isolating the user. 2. Map the user to the database. 3. Disable password encryption for the user. 4. Create a system DSN for the database.

Chapter 3: Troubleshooting Topics 27

Pre-Installation Configurations and Fixes

Deployment of CA Business Intelligence Fails with WebSphere

Symptom: When I deploy CA Business Intelligence with IBM WebSphere it fails. What should I do? Solution: Sometimes during BusinessObjects applications deployment in Websphere a failure due to timing issues occurs. To solve this problem, you must change the web service timeout setting. To change the web service timeout setting 1. Navigate to the Websphere installation location. For example, navigate to the following location:
/opt/WebSphere/AppServer/properties.

2. Using a text editor, open the file soap.client.props and locate the section SOAP Request Timeout. 3. Locate ibm.SOAP.requestTimeout and assign the number zero for the property value.

28 Troubleshooting Guide

Post-Installation Configurations and Fixes

Database Credentials Fail

Symptom: I am working on a Windows x64 machine and I have created a DSN for a remote database and the DSN test passed. However, when I use the same credentials for CA Business Intelligence, a validation error displays indicating the credentials are invalid. Did I do something wrong when I created the database or DSN? Solution: This is a problem with the 64-bit ODBC connection (odbcad64.exe). To communicate with CA Business Intelligence, you need to create 32-bit ODBC DSN. To create a 32-bit ODBC DSN 1. Locate and run the 32-bit DSN executable odbcad32.exe typically installed in the following location:
\Windows\sysWOW64 folder

2. Create the system DSN to use with CA Business Intelligence.

Post-Installation Configurations and Fixes

The topics in this section provide solutions to problems with configurations after installing CA Business Intelligence.

Report Application Server (RAS) Not Enabled

Symptom: After I successfully install BusinessObjects on a Unix platform, the Report Application Server (RAS) is not enabled. Solution: To resolve this issue, you must manually enable the RAS. Chapter 3: Troubleshooting Topics 29

Post-Installation Configurations and Fixes

To enable the RAS 1. Log in as the non-root user provided during the installation process. 2. Go to the bobje directory created by the installation:
cd INSTALLDIR/bobje

3. To enable only the RAS, invoke ccm.sh with the following command and options:
ccm.sh -enable HOSTNAME.ras -cms HOSTNAME:PORT -username BO_ADMIN_USER -password BO_ADMIN_PWD -authentication secEnterprise

For example:
ccm.sh -enable server42.ras -cms server42:6400 -username administrator -password admin123 -authentication secEnterprise

4. To enable all BusinessObjects servers, invoke ccm.sh with the following command and options:
ccm.sh -enable all -cms CMS:PORT -username BO_ADMIN_USER -password BO_ADMIN_PWD -authentication secEnterprise

5. To verify the status of all BusinessObjects servers, invoke ccm.sh with the following command and options:
ccm.sh -display -cms CMS:PORT -username BO_ADMIN_USER -password BO_ADMIN_PWD -authentication secEnterprise

RAS is now enabled.

30 Troubleshooting Guide

Post-Installation Configurations and Fixes

Modify the Java Runtime Environment (JRE) Provided by InfoView

Symptom: How do I modify the Java Runtime Environment (JRE) provided to clients by InfoView to use a later release of the JRE? Solution: In BusinessObjects Enterprise XI Release 2, if you attempt to access a Java resource from InfoView and you do not have a Java Runtime Environment (JRE) installed, InfoView provides a JRE to the installed client. The version that comes with Enterprise XI Release 2 is Sun JRE version 1.4.2_04. You can modify the JRE version provided to the client with a version that better fits your specific environment. To modify the JRE 1. Place the new JRE installer in the following directories:
\Program Files\Business Objects\Tomcat\webapps\businessobjects\enterprise115\desktopl aunch\JavaPlugin\Win32 \Program Files\Business Objects\Tomcat\webapps\businessobjects\viewers\crystalreportv iewers115\JavaPlugin\Win32 \Program Files\Business Objects\Tomcat\webapps\businessobjects\enterprise115\adminlau nch\crystalreportviewers115\JavaPlugin\Win32

The next steps explain how to modify the following files to point to the new JRE installer: web.xml (two versions) inventory.xml

2. Locate and open web.xml using a text editor. This file is typically found in the following location:
\Program Files\Business Objects\Tomcat\webapps\businessobjects\WEB-INF\

3. Locate the following section:

Chapter 3: Troubleshooting Topics 31

Post-Installation Configurations and Fixes

<context-param> <param-name>viewrpt.javaPluginPath</param-name> <param-value>/viewers/crystalreportviewers115/JavaPlugin/Win3 2/jre-1_5_0_11-windows-i586-p.exe</param-value> <description></description> </context-param>

4. Modify the <param-value> tag to point to your JRE executable, then save and close the file. 5. Open the second web.xml file in a text editor, which is typically found in the following location:
\Program Files\Business Objects\Tomcat\webapps\businessobjects\enterprise115\desktopl aunch\WEB-INF\

6. Locate the following section:

<context-param> <param-name>viewrpt.javaPluginPath</param-name> <param-value>/JavaPlugin/Win32/jre-1_5_0_11-windows-i586-p.ex e</param-value> <description></description> </context-param>

7. Modify the <param-value> tag to point to your JRE executable, then save and close the file. 8. Locate and open inventory.xml in a text editor. The file is typically found in the following location:
\Program Files\Business Objects\common\3.5\java\lib

9. Locate the following section:

<InventoryFile> <name>j2re-1_4_2_04-windows-i586-p.exe</name> <location>C:\Program Files\Business Objects\common\3.5\crystalreportviewers115\JavaPlugin\Win32\j 2re-1_4_2_04-windows-i586-p.exe</location> <version>7.5.394.0</version> <updateType>3</updateType> <buildNum>11.5.8.8265</buildNum> <parent class="OriginalInstall" reference="../../.."/> </InventoryFile>

10. Modify the following tags: 32 Troubleshooting Guide

Specific Failure Conditions

<location> tag to point to your JRE executable file. <name> tag to with the executable file name for the desired version of the JRE.

11. Save and close the file. 12. Restart the Tomcat server.

Specific Failure Conditions

The topics in this section provide solutions to problems that occur under special circumstances.

Installation Fails with Error Code 16027

Symptom: I have manually cleaned the previous installation of CA Business Intelligence on Windows, but the installation failed with error code 16027. Did I perform the manual uninstall incorrectly? Solution: You need to delete the Common Reporting registry key found in the following location:
HKLM\SOFTWARE\Computer Associates\Shared\CommonReporting

Chapter 3: Troubleshooting Topics 33