Client hangs or displays error messages on start, trouble shooting
The arcplan / Longview Analytics Client starts and the arcplan / Longview logo is visible and then the client hangs (stops responding). In addition, possibly after some time, one of the error messages listed below is displayed.
|Lost connection to server|
1, 2, 3, 4,10
|cannot find server at http://MyWebServer.MyDomain.com/arcCGI?.exe|
|An error occurred while accessing the server at Server.MyDomain.com. The CGI script returned the following RPC error code: 1722|
|No server available to run the application|
|An error occurred while accessing the server at Server.MyDomain.com. The CGI script returned the following socket error code: 10061|
- Insufficient "Execute permission" for the CGI on the web server. Adjust the "Execute permissions" to "Scripts and Executables".
- The CGI has not been added to the allowed "Web Service Extensions". Add arcCGI?.exe to the "Web server Extensions" and set the status to "allowed".
- Incorrect URL for the CGI in the HTML start page of the application.
- The version of the CGI installed on the web server does not match the operating system of the web server machine.
- The Application Server is not running.
- The name of the Application Server listed in the configuration file "arcCGI?.cfg" on the web server is not spelled correctly.
- The name of the Application Server listed in the configuration file "arcCGI?.cfg" is spelled correctly but the name cannot be resolved in the network.
- The name of the Application Server listed in the configuration file "config.xml" is either misspelled, cannot be resolved or there is no name listed at all.
- The configuration file "arcCGI?.cfg" contains the entry "tcpip_communication=TRUE" although the corresponding option "TCP/IP communication" in the "Server-Settings" dialog in the Administration Console is disabled.
- The folder containing the CGI has not been defined as virtual directory on the web server (http status 405).
The name of the arcplan / Longview Analytics Server computer is used in the configuration files "config.xml" on the arcplan Server and "arcCGI?.cfg" on the web server. The name of the web server computer is used in URLs pointing to the CGI and the Client components on the web server. These URLs are also stored in the configuration file "config.xml" and used in the html start page of the application.
Inconsistent naming of the Server may also prevent the Client from properly starting the application. We recommend using always one naming convention throughout the whole installation and configuration process. It is good practice to use either solely IP-addresses or fully qualified names exclusively. The latter is required for Kerberos delegation. Especially if application server and web server are not located on the same machine the use of mere computer names may cause problems (for example in arcplan load balancing environments).
Patches and minor updates are usually provided in form of individual files instead of setups. It is important to replace all installed old arcplan / Longview Analytics components with the corresponding new omponents. After having replaced the existing components on the server, it is absolutely necessary to also update the CGI and the client components on the web server, so that all components have the same version number. A mixture of components with different version numbers may in some cases cause unpredictable problems.
If the splash screen of the arcplan / Longview Analytics Client still shows a version number older than the version of the components you installed, check the following:
- Check that the folders specified Administration Console as "as web server target directory" for the client components do correspond with the "External URL of the target directory" specified in the same dialog.
- In case of the Java Client clear the Java cache in the Java Control Panel on the client computer.
- In case of the .Net-Client use the Global Assembly Cache Tool (Gacutil.exe) provided by Microsoft to clear the assembly cache.
Incomplete or incorrect web server configuration
In most cases the errors listed in the table above are caused by incomplete or incorrect web server configuration. Chapter "Setting up the web server" in the Administration Console help describes in detail how to configure IIS 6 and IIS 7 for the use with arcplan or Longview Analytics. For arcplan 7 and IIS 7.x you can find a detailed description here: http://community.arcplan.com/wiki/how-to-configure-iis-7x-for-arcplan-7
Contact arcplan Support
If checking the possible causes and general remarks listed above did not help to solve the problem, please post a support request in our support system or send an e-mail to firstname.lastname@example.org . Your request should include:
- Description of the problem with screenshot of error messages
- The configuration files "arcCGI?.cfg" and "config.xml"
- The HTML start page of your arcplan application