Troubleshooting for Windows

How to:

Reference:

As of the Version 7 Release 7.02, separately installable debuggable versions are no longer required to get a full stack trace of information for a savediag. The Debuggable Version - Install and Debuggable Version - Remove options have been removed from the Windows menu.

If you have an earlier Version 7.7x release that contains the debug menu options, and have installed service pack upgrades of 7702 (or higher), these menu options should be deleted, since they no longer function or are needed.

To troubleshoot an installation problem, identify your problem in the following list, and follow the link to a description of the solution.

If you cannot find your problem described in the list, and cannot resolve it yourself, contact Customer Support Services as described in Information You Should Have and Customer Support.

If you have a troubleshooting suggestion that is not described in the list, and you think others will find it helpful, we invite you to send it to us, as described in How to Add Your Problem to the Troubleshooting Guide. We will consider including your problem in a future release of this manual.

Problems:


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Reference: Problem: The Server Starts in Safe Mode

Problem: The server starts in safe mode. The Web Console home page displays a message stating that the server is in safe mode and describing what triggered it.

Cause: A common cause for the server starting in safe mode is a problem with the server administrator ID password. For example, the password may have been updated on the operating system but not on the server, so the encrypted copy of the password stored by the server is out of synchronization with the password on the operating system.

Solution: The server administrator can click the fix hyperlink, which is displayed under the problem description, to display the relevant pane and resolve the problem.

For example, if the problem is that the server administrator password is out of synchronization:

  1. Click the fix hyperlink displayed under the problem description.
  2. In the left pane, open the Users folder, then the Server Administrator folder.
  3. Click your user ID and select Properties from the pop-up menu.

    The Access Control pane is displayed on the right.

  4. Type the correct operating system password in the Password field, and type it again in the Confirm Password field.
  5. Click Save and Restart.

    The Security Mode pane opens on the right.

  6. Click the Home icon in the menu bar to return to the Web Console home page.

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Reference: Problem: Java Listener Fails to Start With JVM not found Messages Written to the Log

Problem: The listener start request fails with JVM not found messages written to the edaprint.log file.

Cause: If the server cannot find the Java Virtual Machine (JVM), the JSCOM Listener will not be able to start, and messages will be written to the server log stating that the JVM cannot be found.

The log may be found in the following location:

On Windows:

drive:\ibi\srv77\product_type\edaprint.log

On UNIX:

ibi/srv77/product_type/edaprint.log

On IBM i:

/home/iadmin/ibi/srv77/product_type/edaprint.log

where:

drive

Is the hard drive on which the directory resides (on Windows).

product_type

Designates the type of product. The default values are:

FFS

for a Full-Function Server

DM

for a DataMigrator Server

WFS

for a WebFOCUS Reporting Server

WFM

for a Shared Application Server for WebFOCUS Maintain

Solution: Set up the JVM as described JVM Requirements for Java Services (Server Installations Only).


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Reference: Problem: Java Listener Fails to Start With OPSYS Security Provider With JVM not found Written to the Log

Problem: With the OPSYS security provider, the listener start request fails with JVM not found messages written to the edaprint.log file.

Cause: Sun Java installation seems to have changed for newer releases. Depending on the ID it was installed by, the client directory (that houses jvm.dll) may not have Read & Execute permission in relation to the ID that is used to start the server.

Solution: Based on the Java locations added to the system PATH variable during initial Java set up for the server, locate these directory folders using Windows Explorer. On each of the folders:

  1. Right-click the folder, and select Properties.
  2. In the Properties window, select the Security tab.
  3. Select the ID that will be used to start the server, and select Read & Execute (which will also set the List Folder Contents and Read attributes).

If the JVM not found behavior continues, other intermediate directories for the already changed directories should also be checked for Read & Execute permissions and set in the same way.


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Reference: Problem: Cannot Stop the Windows Service of the Server

Problem: When you try to stop the server, the associated Windows service does not stop.

Cause: Any server administrator can stop the server. The ID that installed the server is automatically defined as a server administrator. You can specify additional IDs as server administrators using the Web Console.

If an ID is not a server administrator it will not be able to stop the server, even if that same ID had started the Windows service that started the server.

Solution: Specify the ID that was not able to stop the service as a server administrator:

  1. In the Web Console menu bar, select Access Control from the Workspace menu.

    The Manage Providers page opens.

  2. Click the Users label (to the right of the folder) in the navigation pane.

    The New User option appears.

  3. Click New User.

    The Access Control pane opens.

  4. Identify the new administrator by filling in the fields in the Access Control pane.

    For more information about these fields and about specifying an additional server administrator, see the Server Administration manual.

  5. Click Create, and then click Save and Restart.

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Reference: Problem: ODBC Test Tool Does Not Show Expected Sources/Connections

Problem: The ODBC Test Tool starts, but either no configured sources (server connections) are shown, or they are not shown as expected.

Cause: The ODBC Test Tool accesses the ODBC Sources configured in the Data Sources (ODBC) section of the Control Panel Administrative Tools. It does not directly use configured connections. To be visible by ODBC, the connections (after creation and configuration) must be registered to ODBC, which is a separate post installation and post connection configuration step. Additionally, the connection configuration and registration steps must be done under the Windows icons for a client install (a 9xx-xxx-xxxx license) even though some server releases contain the Windows menu icons for these actions. That is why registering from a server installation is ineffective, leaving the connection list either empty or not as expected.

Solution: If a client installation has not been done, complete the client installation as a pre-requisite. Either start the DMC or (if you are familiar with the appropriate communication node syntax) use the Edit Communication Configuration File - ODIN.CFG icon to add connections and save. When finished adding, use the Register IWAY ODBC Driver icon to make them visible to ODBC. The Remove IWAY ODBC Driver icon may be used to remove the connection's ODBC visibility. If you have more than one client installation on the machine, the Reset Shared icon may be used to switch the machine's current ODBC configuration to see the client connection configuration within that icon group.


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Procedure: How to Add Your Problem to the Troubleshooting Guide

If you have troubleshooting suggestions that you think others will find helpful, we invite you to send them to us so that we can consider including them in a future release. You can:


iWay Software