IM Relationship Resolution Information Center, Version 4.2

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:

  1. The Visualizer does not start or cannot see a Visualizer screen
  2. Cannot login to the Visualizer
  3. A Visualizer report opens in a browser, but nothing displays on the report
  4. Receive error messages about the pipeline
  5. The Visualizer 'hangs'
  6. Find by Attribute does not return the expected results
  7. Receiving error about "insufficient indexes" when searching on the Find by Attribute screen

  1. The Visualizer launch page does not start or I cannot see a Visualizer screen
    • Can you see the Visualizer launch page?
      • No, I cannot see a Visualizer launch page.
        • If you see the message "The page cannot be displayed", the Visualizer URL is probably incorrect. Retype the URL or contact your system administrator.
        • Other potential reasons: The port that connects your machine to the WebSphere Application Server may be blocked, or the WebSphere Application Server may not be started. Contact your system administrator.
      • Yes, I see the Visualizer launch page and a splash screen, but I cannot see a Visualizer login window.
        • Did you click the "Click here to start" link?
        • The problem is most likely with the WebSphere Application Server. Either the application server cannot connect to the correct IBM Relationship Resolution database, or the application server is experiencing an error or a problem. Contact your system administrator.
    • If none of these actions resolves the problem, ask your system administrator to contact IBM Software Support.
  2. Cannot login to the Visualizer
    • Can you see the login screen?
      • No, I cannot see a login screen.
        • The problem is most likely with the WebSphere Application Server. Either the application server cannot connect to the correct IBM Relationship Resolution database, or the application server is experiencing an error or a problem. Contact your system administrator.
      • Yes, I can see the login screen, but I cannot login.
        • Check to be sure you are entering the correct user name and password. The Visualizer does not lock user accounts, regardless of the number of incorrect login attempts, so try entering your user name and password again.
        • Check to be sure you select or click on the Login button. The Login button is not automatically selected, so if you enter your user name and password and press the Enter key, nothing happens. You must either use the keyboard to select or the mouse to click on the Login button.
    • Have you forgotten your user name and password?
      • Yes, I have forgotten my user name.
        • Contact your system administrator. Your system administrator can look up your user name in the Configuration Console.
      • Yes, I have forgotten my password.
        • Contact your system administrator to reset your Visualizer password. Your system administrator can reset your password in the Configuration Console.
  3. A Visualizer report opens in a 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 4.0 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. 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.
    • Is Visualizer client logging enabled on your machine?
      • No.
        • Enable Visualizer client logging on your machine. Set the log level to Debug. Then contact your system administrator, providing the message text of the error. Let your system administrator know that you have turned on Visualizer client logging. Your system administrator 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/was_ee.
        • Contact your system administrator. Your system administrator may want to review the Visualizer client log file.
  5. The Visualizer 'hangs'
    • The port that connects your machine to the WebSphere Application Server may be blocked, or the WebSphere Application Server may not be started. Contact your system administrator.
    • For system administrators: 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 your criteria.
      • If you see more results than you expected, you may need to narrow your search criteria.
      • By default, the system only returns up to 1000 records per search. (However, this is a configurable setting in System Parameters tab of the Configuration Console. You may want to contact your system administrator to verify this setting.)
    • The issue may be related to a case sensitivity database configuration. Contact your system administrator to check the database configuration for case sensitivity settings.
      • For DB2 databases: The system administrator 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 system administrator may need to change the case sensitivity setting for the database.
      • For Oracle databases: The system administrator may need to create functional-based indexes with UPPER to support case insensitive database searches.
  7. Receiving error about "insufficient indexes" when searching on the Find by Attribute screen
    • 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. Depending on the impact on system performance, your system administrator may create a new index on this field.


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Last updated: 2009