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.
- 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.
- 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.
- 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.
- 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.
- 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.
- 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.
- 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.)
- 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..
- 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.