Troubleshooting overview
Crystal Enterprise is designed to integrate with a multitude of different operating systems, web servers, network and firewall configurations, database servers, and reporting environments. Thus, any troubleshooting that you may need to undertake will likely reflect the particularities of your deployment environment. This section includes general troubleshooting steps along with solutions to some specific configuration issues.
In general, consider the following key points when troubleshooting:
- Ensure that client and server machines are running supported operating systems, database servers, database clients, and appropriate server software. For details, consult the
Platforms.txt file, included with your product distribution.
- Verify that the problem is reproducible, and take note of the exact steps that cause the problem to recur.
On Windows NT/2000, use the sample reports and sample data included with the product to confirm whether or not the same problem exists.
- Determine whether the problem is isolated to one machine or is occurring on multiple machines. For instance, if a report fails to run on one processing server (Job Server or Page Server), see if it runs on another processing server.
If the problem is isolated to one machine, pay close attention to any configuration differences in the two machines, including operating system versions, patch levels, and general network integration.
- If the problem relates to connectivity or functionality over the Web, check that Crystal Enterprise is integrated properly with your web environment. For details, see Troubleshooting path mappings and Web accessibility issues.
- If the problem relates to report viewing or report processing, verify your database connectivity and functionality from each of the affected machines. Use Crystal Reports to verify that the report can be viewed properly. If the Job or Page Servers are running on Windows, open the report in Crystal Reports on the server machine and check that you can refresh the report against the database. For details, see Reporting viewing and processing issues.
- Look for solutions in the documentation included with your product. For details, see Documentation resources.
- Check out the Crystal Care technical support web site for white papers, files and updates, user forums, and Knowledge Base articles:
http://support.crystaldecisions.com
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