SRM Reports - Troubleshoot

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Prompted for Login Information at Every Attempt to View a Report

Cannot Save or Export the Selected Report Files

Unable to Open the Web Browser to Display the Report

Unable to view reports from a different domain

Unable to view reports on a Windows 2008 R2 computer

Certain Disks are not Reported

Disk Assets Report still shows removed SAN disks

Oracle Cost Analysis reports not working

Trending is not working

Synching up the user rights from Reporting Server to SRM Server or CommServe

Security Certificate Error while opening SRM Report

Installation Error when configuring Reporting Services during Installation

User Access Control in Windows 2008 and Viewing SRM Reports

Prompted for Login Information at Every Attempt to View a Report

If using Microsoft Internet Explorer as your web browser, it may be configured to prompt users for user authentication.

Verify that Internet Explorer is configured to allow automatic logon.

  1. From the Internet Explorer menu bar, select Tools >> Internet Options. This will launch the Internet Options dialog box.
  2. Select the Security tab, and click on the Custom Level button.
  3. Scroll to the User Authentication section.
  4. Verify that the Automatic logon with current username and password option is selected. If it is not selected, enable it.
  5. Click OK to save your changes. Note that you must restart Internet Explorer for the changes to take effect.

Cannot Save or Export the Selected Report Files

If using Microsoft Internet Explorer as your web browser, it may be configured to prohibit unencrypted files from being saved to the server.

Verify that Internet Explorer is configured to allow unencrypted files to be saved to the server.

  1. From the Internet Explorer menu bar, select Tools >> Internet Options. This will launch the Internet Options dialog box.
  2. Select the Advanced tab, and scroll to the Security Settings section.
  3. Verify that the Do Not Save Encrypted Pages to Disk option is not selected. If it is selected, disable it.
  4. Click OK.

Unable to Open the Web Browser to Display the Report

If Internet Explorer is not installed in the default location in the computer, you will see the following error when you click the View button to view a report from the CommCell Console:

Unable to open web browser to display the <report name>

Perform the following steps to correct this error:

  1. From CommCell Console click Tools from the main menu.
  2. Click Preferences.
  3. From the Configure Preferences dialog box change the install location of the browser in the Web Browser box.
  4. Click OK to save the changes.

Unable to view reports from a different domain

When the CommCell Console is running on a computer in a different domain from the SRM Server computer, and you follow the procedure to View Report Details, when you are prompted for a User Name and Password, generally you would enter a domain login name and password. Example:

domain_name\login_name

password

If you cannot view reports by entering a domain login, instead enter a local login name and password. Example:

local_computer_name\login_name

password

Unable to view reports on a Windows 2008 R2 computer

Prior to installing the SRM Server on a Windows 2008 R2 computer, the IIS needs to be configured properly in order to view reports. 

Perform the following steps to configure the IIS:

  1. Open the IIS Manager. 
  2. Select the Application Pool node.
  3. In Advanced settings, change the default settings of these Application Pools to Network Services:
  4. Click OK.
  5. Restart the default website.

Certain Disks are not Reported

SRM will only report on fixed disk assets; neither removable disks, nor their contents are reported.

Disk Assets Report still shows removed SAN disks

The Disk Assets report may still show SAN disks after they have been removed from a Windows computer, since SAN disks cannot clean the disk registry key.

Manually clean the disk registry key, or disable the device using Windows Device Manager. The Disk Assets report will be accurate after the next Data Collection job is run.

Oracle Cost Analysis reports not working

Before running Cost Analysis reports for Oracle Agent data, ensure that the SRM File System Agent is installed on the computer where the Oracle Database resides. Not doing so will result in a value of zero for the current cost by billable entity amount for that agent, even though a billable entity was properly created and assigned for it.

Trending is not working

Verify that trending is available for the particular report you have chosen (check Available report) and that you have made the proper selections in the Schedule Details dialog box.

Trending requires a minimum of 3 data points, which are used to calculate and predict future values. SRM will use up to the 5 most recent points if they are available. The trending report uses an algorithm that takes the previous data points and estimates a linear equation for these points. It then applies this equation to calculate future values. When the specified number of points have been gathered by subsequent runs of the particular report, charting the report will yield a Predictive Trend, shown in blue, extending past the gathered points.

Synching up the user rights from Reporting Server to SRM Server or CommServe

Synching up the user rights from Reporting Server to SRM Server or CommServe when SRM server and CommServe are re-installed but Reporting Server is not. Synching up user rights from Reporting Server to SRM Server or CommServe is required due to the following reason:

Causes:

Solution:

  1. From CommCell Console click Tools from the main menu.
  2. Click Control Panel and select SRM Reporting Service Accounts.
  3. Select the user that was created at the reporting server and click Delete.
  4. Then click Add and in Add Reporting Services Account dialog add the same user again.

Security Certificate Error while opening SRM Report

Error Message

There is a problem with this website's security certificate

Explanation

While opening SRM Report in Internet Explorer 8.0, you may be prompted with the following error message: There is a problem with this website's security certificate.

Action

Select "Continue to this website" to allow the Internet Explorer to launch the report.

Error when configuring Reporting Services during SRM Server Installation

Error Message

Failed to configure Reporting service. Please run RSRDLInstaller.exe after the install is complete.

Explanation

If SRM Server is installed on a computer that has CommServe already installed or while just installing SRM Server, you may receive the following error message: Failed to configure Reporting service. Please run RSRDLInstaller.exe after the install is complete.

Action

This action needs to be performed, when this error occurs:

  1. From the Installer error message dialog box, click OK.
  2. This will continue the installation process.
  3. After installation of SRM Server is complete, run the following command from \<install_path>\Base:

    RSRDLInstaller.exe -vm <Instance###>

User Access Control in Windows 2008 and Viewing SRM Reports

Due to User Access Control in Windows 2008, users who want to generate and view SRM reports need to be added to SQL Groups and assigned to Content Manager Role.

Add User to SQL Groups

To add a user to SQL groups, do the following:

  1. Start the Windows 2008 "Server Manager". 
  2. Go to Configuration → Local Users and Groups → Groups.
  3. For each group below, apply Add to group for the user:

    SQLServer2005MSFTEUser$SRM_SERVER$INSTANCE_NAME
    SQLServer2005MSSQLServerADHelperUser$SRM_SERVER
    SQLServer2005MSSQLUser$SRM_SERVER$INSTANCE_NAME
    SQLServer2005NotificationServicesUser$SRM_SERVER
    SQLServer2005ReportingServicesWebServiceUser$SRM_SERVER$INSTANCE_NAME
    SQLServer2005ReportServerUser$SRM_SERVER$INSTANCE_NAME
    SQLServer2005SQLAgentUser$SRM_SERVER$INSTANCE_NAME
    SQLServer2005SQLBrowserUser$SRM_SERVER

Add User to Content Manager Role

To add a user to the Content Manager Role, do the following:

  1. Start Internet Explorer. 
  2. Go to this URL: https://localhost/Reports[$INSTANCE_NAME]
  3. Go to Properties.
  4. Click on New Role Assignment.
  5. Enter the User and Group Name.
  6. Check Content Manager and click OK.
  7. Repeat for each user or group to be added.

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