IM InfoSphere Identity Insight, Version 8.0

Visualizer troubleshooting checklist

If you experience problems with the Visualizer, before calling IBM Support, check this list of the most common problems encountered while using the Visualizer. You might be able to resolve your Visualizer problem or issue by yourself.

  1. I cannot start the Visualizer
  2. I cannot log in to the Visualizer
  3. I generated a Visualizer report. The report opens in my Web browser, but nothing displays on the report
  4. I am receiving error messages about the pipeline
  5. The Visualizer 'hangs' or 'freezes'
  6. Find by Attribute does not return the expected results
  7. I am receiving an error message about "insufficient indexes" when using the Find by Attribute window
  8. The custom icons for Visualizer graphs do not display or display incorrectly
  9. Links (or hyperlinks) do not work in the Visualizer
  1. I cannot start the Visualizer
    • First, ensure that your workstation client has the required client version of Java installed.
    • If you have multiple versions of Java installed on your client machine, it is likely that the default system version of Java Web Start is not the version required to run the Visualizer. Also keep in mind that the client Java version required to open and run the Visualizer may not be the latest version of Java installed on your machine. There are two ways to resolve this issue: Either associate the required client version of Java Web Start in your Web browser or use a direct-launch approach.
    • Are you receiving an error message indicating that the application has requested a version of JRE that is not installed? If yes, configure Java version 1.6 to accept auto-downloads.
    • Can you see the Visualizer Web start page?
      • Yes, I see the Visualizer Web Start page, but I see a message indicating that "Java Web Start is required to launch the Visualizer." I do not see a "Click here to start the IBM InfoSphere Identity Insight Visualizer" link.
      • Yes, I saw the Visualizer Web Start Launch page and a Visualizer Splash screen, but I cannot see a Visualizer Login window.
        • Did you click the "Click here to start the IBM InfoSphere Identity Insight Visualizer" link?
          • If yes, Java might be in the process of opening the Visualizer, which might take a few minutes. If the Visualizer is in the process of opening, you typically see a Java Splash screen or Java Web Start window.
          • If no, click the link to start the Visualizer.
        • The problem is most likely with the embedded WebSphere Application Server. Either the application server is experiencing an error or problem and might need to be restarted, or the application server cannot connect to the correct product database. Contact your system administrator or internal technical support.
      • No, I do not see the Visualizer Web Start page.
        • If you see the message "The page cannot be displayed", check the Visualizer URL. The URL might contain a typo or might be the incorrect URL for the Visualizer. Retype the URL. If you do not know the Visualizer URL, contact your system administrator or internal technical support.
        • If the URL is correct, here are some other potential reasons why the Visualizer Web Start page does not display:
          • The WebSphere Application Server is experiencing an error or problem and might need to be restarted.
          • The port that connects your workstation client to the WebSphere Application Server might be blocked or already in use by another application.
    • If none of these actions resolves the problem, ask your system administrator or internal technical support to contact IBM Software Support.
  2. I cannot log into the Visualizer.
    • Can you see the Visualizer Login screen?
      • No, I cannot see the Visualizer Login screen.
        • The problem is most likely with the embedded WebSphere Application Server. Either the application server is experiencing an error or a problem (not connected) or the application server cannot connect to the correct product database. Contact system administrator or internal technical support for assistance.
      • Yes, I can see the VisualizerLogin screen, but I cannot login.
        • Check to be sure that you are entering the correct user name and password for your Visualizer user account. The Visualizer does not lock user accounts, regardless of the number of incorrect login attempts. So try entering your user name and password again. You cannot lock yourself out of your account.
        • Make that you click Login. The Login button is not automatically selected, so if you enter your user name and password and press Enter, happens. You must use either the mouse to click on Login or select Login using the keyboard.
    • Have you forgotten your user name and password?
      • Yes. Contact system administrator or internal technical support to look up your user name or reset your Visualizer account password in the Configuration Console.
  3. I generated a Visualizer report. The report opens in my Web browser, but nothing displays on the report.
    • Wait a minute or two more, because the report may still be generating. As the system is generating a report, it starts by displaying a blank screen in the browser. Once the report is completely generated and ready for display, the system displays the report.
    • Make sure you have Adobe Acrobat Reader version 7.0 or higher installed on your local machine. If not, you can download the latest Adobe Acrobat Reader for free from the Adobe Web site.
    • Is there a firewall on your system? If so, check the firewall to make sure that localhost and the application server are both granted access through the firewall.
  4. I am receiving error messages about the pipeline.
    • Review the error message carefully for more information about what is causing the problem.
    • Make sure that the Visualizer pipeline is an HTTP pipeline.
    • Does your workstation have Visualizer client logging turned on?
      • No.
        • Turning Visualizer client logging on on your machine. Set the log level to Debug. Then contact your system administrator or internal technical support, providing the error message text and let that person know that you have turned on Visualizer client logging. Your system administrator or internal technical support may want you to try to connect to the pipeline again, and then examine the log file.
        • When you have resolved the problem, turn off Visualizer client logging.
      • Yes.
        • Review the Visualizer client log files located at installation_directory/logs/ewas.
        • Contact system administrator or internal technical support. Your system administrator or internal technical support may want to review the Visualizer client log file.
  5. The Visualizer 'hangs' or 'freezes'.
    • The port that connects your machine to the embedded WebSphere Application Server may be blocked, or the embedded WebSphere Application Server may not be started. Contact your system administrator or internal technical support
    • Information for DBAs, system administrators, or internal technical support:
      • Consider running stats against entity database tables that affect the Visualizer.
      • If all the Visualizer users are having difficulties with the Visualizer 'hanging', check to be sure that the database table indexes have not been modified. Modifying the indexes on the database tables may cause unpredictable and undesirable results. If you find that the indexes have been modified, contact IBM Software Support.
  6. Find by Attribute does not return the expected results.
    • Review your search criteria.
      • If you see fewer results than you expected, you may need to broaden the criteria.
      • If you see more results than you expected, you may need to narrow the search criteria.
      • By default, the system only returns up to 1000 records per search. (However, the setting is the configurable. This setting is controlled by the MAX_ENTITIES_RETURNED parameter on the System Parameters tab of the Configuration Console. You may want to contact your system administrator or internal technical support to verify or modify this setting.)
    • The issue may be related to a case sensitivity database configuration. Contact your system administrator or internal technical support to check the database configuration for case sensitivity settings.
      • For DB2 databases: The DBA, system administrator, or internal technical support may need to apply a script to support case insensitive database searches. Have your system administrator contact IBM Software Support to get the script and the instructions on how to run it.
      • For Microsoft SQL Server databases: The database may be set to be case sensitive. The DBA, system administrator, or internal technical support may need to change the case sensitivity setting for the database.
      • For Oracle databases: The DBA, system administrator, or internal technical support may need to create functional-based indexes with UPPER to support case insensitive database searches.
  7. I am receiving an error message about "insufficient indexes" when using the Find by Attribute window.
    • You are trying to search on a field that is not indexed.
      • Try narrowing the search by entering additional search criteria.
      • Or contact your system administrator or internal technical support. Depending on the impact on system performance, your system administrator may create a new index on this field. (Your system administrator or technical support might also check the ENABLE_SEARCH_INDEX_CHECK parameter on the System Parameters tab in the Configuration Console. If this setting is not set to 1, system performance may be affected.)
  8. The custom icons for the Visualizer graphs do not display or display incorrectly.
    • The icons might not be located in the correct directory on the application server. Contact your system administrator or internal technical support to verify the path location of the custom graph icons.
    • The icon names might be in mixed case rather than all lowercase or might not match their corresponding attribute type. For example, if Evidence Photo is the name of the attribute type, then the image file name must be in all lowercase characters and include the space between the words evidence and photo. The file name must look like this:evidence photo.gif. Contact your system administrator or internal technical support to make sure the icon file name is correct.
    • The icons might not be in the recommended .GIF file format. Or the icons may not be the recommended size, which is 24-by-24 pixels. Contact your system administrator or internal technical support to make sure the icon is in the right file format and uses the recommended image size..
  9. Links (or hyperlinks) in the Visualizer do not work. I see an error message when I click an attribute link.
    • Configure the hyperlink settings for your workstation. In Visualizer system preferences, you choose the Web browser or program that is used to open files associated with identity record attributes. This setting must be configured on each workstation that runs the Visualizer.
    • After configuring the hyperlink settings, make sure to close the Visualizer and restart it again.


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Last updated: 2009