Diagnostics Troubleshooting

This subsection lists common potential problems you may encounter during or after installing Diagnostics, and offers some possible solutions.

If the problem you are experiencing is not covered here, check the on-line Administrator and User Diagnostics help,

J Error Message:Administration Privileges are Required to

Install Diagnostics

If you receive this message during installation, after your machine has been rebooted, it is because you have logged in under your user account and not your administration account. The installation needs you to log back in after the reboot under your administration account, in order to complete the installation.

Simply log out, and log back in again under your administration account. The installation automatically continues and completes the Diagnostics installation.

J Error Message:Error -- Cannot Connect to Web Server

The Web Browser displays the message:

There was no response. The server could be down or is not responding.

or

A connection with the server could not be established.

or similar, depending on the Web Browser. Try the following:

1. Make sure that the Web server is running. If not, start it.

2. Make sure that the use of proxies have been disabled in the Web Browser for intranet web servers or this particular web server address (depending on the Web Browser used).

3. Make sure that the Diagnostics installation steps have been carried out correctly.

J Error Message:The script referenced as <script--name>

Try the following:

1. Make sure that the name (address) of the web page was entered correctly, as mistyping the name is the most common reason.

2. If the name was entered correctly, it is probably due to the SQL Anywhere Network Server disconnecting a connection from the Web Server due to the lack of activity on the connection. By default the SQL Anywhere Network Server disconnects idle

connections after 4 hours. This idle timeout is modified by specifying the --tioption at startup of the Database Network Server. The number following the --tioption is the new idle time in minutes. For example, --ti 1440 sets an idle timeout of 24 hours.

J Error Message:HTTP Error 404

This message indicates the Web Server was connected to successfully but that the virtual directory specified does not exist. Make sure that the FRSI virtual directory has been created correctly. Refer to theDiagnostics Installation instructions for details on how to set up a virtual directory.

J Error Message:Specified Module Could Not Be Found

This message indicates that the FRSI virtual directory exists but that the name of the DLL (niis.dllor

nins.dll) was entered incorrectly. Make sure the name of the web page was entered correctly.

J Error Message:The server returned an invalid or

unrecognized response

This message indicates that the virtual directory and DLL name were entered correctly, but the script name was entered incorrectly. Make sure the name of the web page was entered correctly.

This implies that the user name entered is not the name of a Diagnostics user that the Diagnostics Administrator has previously added or the user does exist as a Diagnostics user but the password entered was incorrect.

If necessary, get the Diagnostics administrator to add the required user name from the Diagnostics Administrator web pages.

If the Diagnostics user does exist, then check that the User Name and Password were entered in the correct case -- both are case sensitive.

J Error Message:Warning: undefined variable hdr_query...

If you receive this message when you login, it indicates that the connection to CDOS cannot be established. Try the following:

1. Check that the CDOS server is running.

2. Check that the system ODBC data source ’Control Desktop P2.0 Diagnostics’ has the correct CDOS server name specified in theServer Namefield. 3. If it has, check that this CDOS server name exists in

theSQL.INIfile.

J Error Message:Communication Failure

This message indicates that the Web Server’s connection to the CDOS server had been running successfully but has been terminated. This is probably because the CDOS server was restarted. The Web Server must be re-started, by stopping and re-starting the Web Server NT service.

J Error Message:No Diagnostics Daemon is currently

Once logged into Diagnostics, if a web page is displayed

containing:An error occurred: [INTERSOLV][ODBC

SQL Server driver][CDOS]No Diagnostics Daemon is currently registered and so this query cannot be completed..., then no Diagnostics data can be displayed because the Diagnostics Daemon is not running.

A similar error is displayed if the Device Revision Daemon is not running. This could be if for instance the Diagnostics Daemon crashed or has not been started. In the event of a crash, the Daemon will be re--started within 5 minutes by its monitoring process. If the Daemons have not been started, use thestartddand/orstartdrcommand on the CDOS workstation to start the processes.

J Error Message:Error -- Web Pages All Show ’TRANSMIT

FAILURE’ Error

This message indicates that a CHIP communication failure is preventing the Diagnostics Daemon from issuing the integrity request. Check that CHIP and its network link is working correctly.

J Error Message:Failure to Start an SQL Anywhere

Database Server

If the attempt to start an SQL Anywhere Database Server as an NT Service fails, check the NT administrator event log for details. If the error states that the service already exists, it is because you have already installed and have running a Diagnostics database server on another machine. If you really want to have more than one Web Server installed with Diagnostics extensions, you must perform the additional installation steps on a second machine to allow more than one Database Server to run (all steps to be performed on the second machine): 1. Rename the database filediags.dbto a unique

2. Modify the system ODBC data source ’Diagnostics P2.0 System DB’ and change theServer Namefield to <default> andDatabase Filefield to the new file name,

for instance,c:\sqlany50\diags2.db.

3. Edit the SQL Anywhere Database Server properties using the SQL Anywhere Service Manager -- if this is not already running, run the application

dbsvmn50.exe(by default installed into c:\sqlany\win32).

4. Select the ’Diags(Server)’ entry and click theEdit

button.

5. Enter the new name of the database file in the

parameters box, e.g.c:\sqlany50\diags2.dbreplacing the old database file name.

6. Click theOKbutton and then theStartbutton. The database server should now start successfully.

J Error Message:Error -- Diagnostics Web Pages Have to

be Scrolled to See All Information

Make sure your Web Browser is set up to view the maximum amount of information. Some suggestions are: 1. Make the Web Browser full screen, or at least resize it

to make it occupy the full height of the screen. 2. Use a smaller Web Browser default font size. 3. Some Diagnostics web pages may still contain too

much information to view all the data at the same time. If necessary, use the Web Browser scroll bars to view the off-screen information. Perhaps the fastest way to see off-screen information is to use the Page Down and Page Up keys on your PC keyboard.