B.0 Troubleshooting ZENworks Reporting Installation

The following sections provide solutions to the issues that you might encounter while installing ZENworks Reporting:

Password appears in clear text

Source: ZENworks Reporting.
Explanation: If you are installing ZENworks Reporting on RHEL Operating system with Command Line installation method, then password appears in clear text format.
Action: You must install compat-libstdc++-33-3.2.3-69.el6 package on RHEL Operating system.

Java Heap Size error

Source: ZENworks Reporting.
Explanation: If you are working with large reports, then the Java heap space error may appears.
Action: Based on available RAM, you can increase the Java heap size. To increase the Java heap size, perform the following steps:

  • For Windows:

  1. Browse to %ZRS_HOME%\js\apache-tomcat\bin.

  2. Open service.bat file.

  3. Search the following line to change the JVM heap size. For example, %EXECUTABLE%//US//%SERVICE_NAME% --Startup auto --JvmOptions .

    Update the line to increase the maximum heap size (xmx) from xxxxM to yyyyM. For example, Xmx4000M.

  4. Re-install the service. Since, Tomcat is installed as a service.

  5. From a Windows Command Prompt, specify the following commands:

    1. cd %ZRS_HOME%\js\apache-tomcat\scripts

    2. serviceinstall.bat REMOVE If the command prompt is closed then perform the Step 5.

    3. serviceinstall.bat INSTALL

  6. Stop and restart ZENworks Reporting. Fore more information, see Section 2.3.6, ZENworks Reporting Services .

  • For Linux:

  1. Browse to /opt/novell/zenworks-reporting/js/apache-tomcat/scripts.

  2. Open ctl.sh file.

  3. Search for -XmxxxxM ("xxxx" are variables) which reflects in two instances. For example, -Xmx1024M and replace with -Xmx4000M.

  4. Stop and restart ZENwroks Reporting. Fore more information, see Section 2.3.6, ZENworks Reporting Services .

LDAP User unable to log in to ZENworks Reporting

Source: ZENworks Reporting.
Explanation: If credentials is changed for the LDAP user, which is configured on Configure User Source wizard through installation or ZENworks Reporting Configuration Tool, then none of the LDAP users will be able to log in to ZENworks Reporting.
Action: You must run the ZENworks Reporting Configuration Tool, and specify the new LDAP credentials.

For more information, see ZENworks Reporting Configuration Tool .

Unable to log in to ZENworks Reporting if Organization Unit has special characters

Source: ZENworks Reporting.
Explanation: If you have configured ZENworks Reporting with Organization Unit (OU) having special characters while configuring LDAP server (during installation or configuration), users of that OU cannot log in to ZENworks Reporting.
Action: Do not use special characters in OU.

Unable to open ZENworks Reporting ports in the firewall

Source: ZENworks Reporting.
Explanation: If you install ZENworks Reporting on Windows operating system by using the Silent method, then ZENworks Reporting ports will not be opened in firewall.
Action: Open ZENworks Reporting ports manually in the firewall.

Unable to access ZENworks Reporting after installation

Source: ZENworks Reporting.
Explanation: After installing ZENworks Reporting, sometimes you might not be able to access ZENworks Reporting server. If you check the status of the services, status appears as Tomcat is not running.
Action: Manually restart the ZENworks Reporting services.

For more information about ZENworks Reporting services, see the Section 2.3.6, ZENworks Reporting Services.

Changing ZENworks Reporting Session Time out

Source: ZENworks Reporting.
Explanation: Default ZENworks Reporting session time out is set to 30 minutes.
Action: You can change ZENworks Reporting session time out by using the web.xml file.

To change the ZENworks Reporting session time out:

  1. Backup the web.xml file.

    • For Windows: %ZRS_HOME%\js\apache-tomcat\webapps\jasperserver-pro\WEB-INF\web.xml

    • For linux: /opt/novell/zenworks-reporting/js/apache-tomcat/webapps/jasperserver-pro/WEB-INF/web.xml

  2. Open the web.xml file.

  3. Go to <session-timeout>

  4. Change the existing time out (30) to the required time out in <session-timeout>30</session-timeout>

  5. Manually restart the ZENworks Reporting services.

    For more information about ZENworks Reporting services, see the Section 2.3.6, ZENworks Reporting Services.

ZENworks Reporting installation might fail

Source: ZENworks Reporting.
Explanation: If you are installing ZENworks Reporting on a device by using Windows domain admin account it might fail.
Action: Install ZENworks Reporting on a device by using Local admin account.

For more information see TID 7014279 in the Novell Support Knowledgebase

Unable to install ZENworks Reporting

Source: ZENworks Reporting.
Explanation: While installing ZENworks Reporting, installation fails.
Action: You must cleanup the ZENworks Reporting server manually.

On Windows device, perform the following steps:

  1. Go to ZENworks Reporting installed location. For example, C:\Program Files\novell\zenworks-reporting\Uninstall_ZENworks Reporting.

  2. Double click the Uninstall ZENworks Reporting file. If uninstall hangs, then perform the following steps:

    1. In the Windows Task Manager, click the Application tab, select the Uninstall_ZENworks Reporting application, then click End Task.

    2. Delete the ZENworks Reporting Services. To delete the services, perform the following steps:

      1. Open the Registry Editor.

      2. Go to HKEY_LOCAL_MACHINE\SYSTEM\CurrentControlSet\services\

      3. Delete Novell ZENworks Reporting Embedded Datastore and NovellZENworksReportingServer folders.

      Or

      1. Open the Command prompt.

      2. Run sc delete Novell ZENworks Reporting Embedded Datastore and sc delete NovellZENworksReportingServer command.

  3. Go to C:\ProgramData\Microsoft\Windows\Start Menu\Programs\

  4. Delete ZENworks Reporting and JasperReports Server 5.0.1 folders.

  5. Open the Registry. Go to HKEY_LOCAL_MACHINE\SOFTWARE\Wow6432Node\Microsoft\Windows\CurrentVersion\Uninstall\ and delete ZENworks Reporting folder.

  6. Delete the ZENworks Reporting folder from the device.

On Linux device, perform the following steps:

  1. Go to ZENworks Reporting installed location. For example, /opt/novell/zenworks-reporting/Uninstall_ZENworks Reporting.

  2. On terminal run Uninstall ZENworks Reporting. If uninstall hangs then perform the following:

    1. Close the terminal, to terminate the uninstall application.

    2. Delete the zenworks-reporting folder located at /opt/novell/zenworks-reporting.

    3. Run the /etc/init.d/NovellZENworksReportingServer command to stop ZENworks Reporting services.

    4. Kill PostgreSQL and Tomcat services.

      Open terminal, type fuser "portnumber"/tcp command. For example : fuser 8080/tcp (Default tomcat port for ZENworks Reporting) fuser 5432/tcp (Default Postgres dtabase port for ZENworks Reporting).

      The output of the above command is similar to “portnumber”/tcp xxxxx. Where xxxxx is the Proccess ID, use the Process ID xxxxx to kill the service. For example, kill -9 xxxxx

    5. Go to /etc/init.d/ folder delete the NovellZENworksReportingServer file.

    6. Delete the /var/opt/novell/zenworks-reporting folder from the device.

An error occurs while performing the previous request, error message is displayed while creating a report

Source: ZENworks Reporting.
Explanation: If your report exceeds 50,000 characters for such report An error occurred while performing the previous request error message is displayed.
Action: You must increase the default length of an SQL query in security.properties as follows:

  1. Go to the following path:

    • For Windows: %ZRS_HOME%\js\apache-tomcat\webapps\jasperserver-pro\WEB-INF\classes\esapi

    • For Linux: /opt/novell/zenworks-reporting/js/apache-tomcat/webapps/jasperserver-pro/WEB-INF/classes/espai

  2. Backup the security.properties file.

  3. Open the security.properties file.

  4. Search for sqlQueryExecutor=Alpha,ValidSQL,50000,true,SQL_Query_Executor_context and replace with required value.

  5. Restart the ZENworks Reporting Services. For more information about ZENworks Reporting services, see the Section 2.3.6, ZENworks Reporting Services.

ZENworks Reporting displays incorrect values if Oracle database version is 11.2.0.1

Source: ZENworks Reporting.
Explanation: If your ZENworks Reporting is using Oracle database 11.2.0.1 or prior versions, the report might display incorrect values.
Action: It is recommended to use Oracle database 11.2.0.4 and later versions.