Known and Resolved Issues and Troubleshooting for MicroStrategy Web Universal |
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| For troubleshooting information and support, consult the Knowledge Base. If you require additional information not found in the Knowledge Base or listed below, contact Technical Support. Known issues Refer to the troubleshooting known issues section below for a list of troubleshooting steps available for some of the known issues in this MicroStrategy release. Troubleshooting For troubleshooting tips on MicroStrategy Web Universal running on IIS, refer to the Troubleshooting section for MicroStrategy Web. The troubleshooting techniques and procedures for Web Universal are broken up into the following sections: Troubleshooting known issues Application Server-specific issues General troubleshooting Troubleshooting known issues Issues that have a prefix of S (S#####) are customer cases that can be tracked through MicroStrategy Technical Support. Those that are prefixed with T (T#####) are MicroStrategy internal issues. Internal issue numbers do not correlate to customer case numbers. International Japanese currency is displayed as "\" until the user modifies the autostyle for the report . This happens with Web Universal (JSP) only (T158473). Many issues affecting MicroStrategy Web also affect MicroStrategy Web Universal and are therefore listed in the MicroStrategy Web release notes. For a complete list of all known MicroStrategy Web/Web Universal issues, see the Known Issues page in the MicroStrategy Web release notes. Application server-specific issues Tomcat Symptom: Graphs are not displayed when using Tomcat and IIS re-direction, but they display correctly when using Tomcat in isolation of IIS (T155159). Cause: Web Universal uses the servlet by default to display graph and other binary data. Using a JSP page for the same purpose for binary data results in similar problems when running Sun ONE (iPlanet) Web application servers. Resolution: When using Tomcat with IIS re-direction, you will need to change the pageconfig.xml file to indicate that MicroStrategy needs to use the JSP file instead of the servlet for graph display. The change needs to be done to all pages which show the graph. Currently it is the name="reportGraph" and name="print". You have to remove the attributes for that page which read as binary-display="xyz". Removing this attribute altogether will ensure that MicroStrategy uses the JSP for graphs. Symptom: Authentication is not working properly when I connect to the mstrWebAdmin page. I can not connect to the Administrator page when using Tomcat and IIS redirection, but it works when using Tomcat directly. Cause: This happens because the Jakarta virtual directory created for the IIS/Tomcat integration is set to use the NT authentication by default. Resolution: Unselect the Windows NT security for that virtual directory. WebSphere Symptom: Graphs can not be exported to Excel if cookies are disabled (T165908) Cause: If the MicroStrategy Administrator specifies to disable cookies through the Web Universal Administrator page, and if the client browser does not accept cookies, then graphs cannot be exported to Excel without making some changes to the Session Management. Resolution: For WebSphere environment to work correctly, the setting for "Enable URL Rewriting" should be enabled on the WebSphere Admin Console -- The setting is found under Default Server -> Services -> Session Manager Service -> Enable URL Rewriting (should be checked) WebLogic Symptom: Receive the following error: com.microstrategy.web.app.WebAppConfigurationRun-timeException System preferences File not found at: null Cause: MicroStrategy Web Universal was deployed as a WAR file on WebLogic. In that mode, that application does not know where to physically copy certain initialization files on the disk. This files are critical for the application to function correctly. Resolution: You will need to update the web.xml file contained under the .war file to include absolute paths for multiple initialization parameters. Follow the steps in the Installation and Configuration Guide for more detailed instructions. Symptom: When exporting graphs to Excel or HTML using WebLogic as application server, graphs are displayed as a broken image. Cause: This is happening because of the WebServer configuration in the web.xml file. On the source of the image, the application path was not included. Resolution: This can be solved by adding the application path in the web.xml file. You can do this by following these steps: 1 Open the web.xml file from the \WEB-INF folder. 2 Locate the ConfigServletPath section in the code and add the following value in the param-value: <param-value>http://IP address/servlet-path</param-value> The servlet-path is the path of your application. 3 Save the file. Oracle Application Server Symptom: General stability problems or exceptions when running Oracle Application Server. Cause: The XML parser shipped with Oracle Application Server causes this issue. Resolution: Add <web-app-class-loader search-local-classes-first="true" /> into orion-web.xml for the Web Universal application. This is a per application setting, which will override the parent class loader, to search the class first in application path. While this is the optimal way to fix the problem as it only affects the Web Universal application, but not any other applications which might be running under the Application Server. This method causes the following error: oracle.sysman.emSDK.util.jdk.EMException: Timeout has been reached to be generated during application startup. This issue has been logged with Oracle Tech support. The TAR number is TAR 3079126.999. Thus the only recourse the user is left with is to replace the versions of xerces.jar and xalan.jar under the jdk\jre\lib\ext folder on the Oracle Application Server with those shipped with Web Universal. This makes them the java platform's extension and loaded before Oracle loads its own classes. However, this approach will affect all applications on this server. General troubleshooting Symptom: The map markers of a Map widget included in a document are displayed as all the same color, rather than the colors that should be displayed due to threshold formatting. Cause: In MicroStrategy 9.3, the thresholds for map markers apply colors based on the fill color of the threshold. In previous releases, these thresholds applied colors based on the font color of the threshold. Resolution: After upgrading to MicroStrategy 9.3.x, you must modify map marker thresholds to use the fill color to define the color of map markers. Symptom: Cannot run the MicroStrategy Web Universal installation on Solaris x86 chipset machine. Cause: The installation routines do not support an x86 chipset, only Sparc chipset is supported. Resolution: Install MicroStrategy Web Universal on a supported machine and FTP the MicroStrategy.war file across to your x86 machine Application Server deployment location. Symptom: The system is slow the first time a user hits a page. Cause: The very first time a page is accessed by a user after deployment, the application server will compile the JSP code involved in that page execution. This is a one-time cost only. Troubleshooting: It is possible to pre-compile all JSPs during the application deployment. For more information, refer to the MicroStrategy Installation and Configuration Guide or your application server documentation. Symptom: The system is slow overall. Cause: Ineffective system configuration. Troubleshooting: While it is not possible to provide a check-list of everything that could be wrong, MicroStrategy recommends that you first make sure that you have taken a minimum of steps to optimize the application server/web server system. This includes: increasing the java heap, disabling (or greatly relaxing) the servlet/JSP auto-reload and configuring the web server to handle all static files request (images, css and javascript files). For more information, refer to the MicroStrategy Installation and Configuration Guide or your application server documentation. Symptom: Double-byte fonts aren't available in the Formatting dialog box. Cause: Incorrect XML files are being used. Resolution: Two new files can be found under WEB-INF/xml: FontNames_JA.xml and FontNames_KO.xml. The administrator needs to back up the original FontNames.xml and remove the file with the _JA or _KO suffix so the file is named FontNames.xml instead or the out of the box file. Symptom: 'Document XSL cannot be found' error when running a document. Cause: One or more of the document XSL files used to generate the report are no longer located in the same place. Resolution: Make sure that the network/local login on that the server machine has access to the directory where the HTML / XSL files are placed. If MicroStrategy Intelligence Server is running as a service, make sure that the service is running under a network/local account, that has access to the directory where the HTML / XSL files are placed. Symptom: Problems running Document Objects in double-byte languages. Resolution: When creating Document Objects, the administrator should be aware that there are XSLs for single-byte languages and also special XSL files used only for double-byte languages. Symptom: Users cannot see any folders or reports. Resolution: Check user permissions and privileges to ensure that they have the appropriate security access to the folders and reports.
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