Troubleshooting
In order to log into WEBINTELLIGENCE, your browser needs to be cookie-enabled.
If you’re using WEBINTELLIGENCE Reporter, your browser must also be both Java
and JavaScript enabled. If it isn’t, some parts of WEBINTELLIGENCE may not work.
You can check this in the options for your browser.
Important: If you have any problems of this nature, run the browser configuration check by clicking its link in the WEBINTELLIGENCE Login page. Try to empty your browser’s memory cache regularly. Having a large part of your disk allocated to the cache can slow down the operation of your computer (especially if you have little free disk space already). For instructions, consult your browser’s on-line help.
You should also set your browser to check for newer versions of the stored page every time you visit the page. For instructions, consult your browser’s on-line help.
Common Problems
The following is a list of problems you may encounter when using WEBINTELLIGENCE Reporter or Explorer, as well as possible solutions. If these solutions still don’t resolve your problem, contact your WEBINTELLIGENCE system administrator for help.
• When you try to log in, an error message appears
• When you click Create Document, you get an error message
• Nothing happens when you select a universe An empty Web Panel opens
when you select a universe
• You have received the message, “Access to the universe or Editing not
allowed”
• You have received the message: “The edited report has been deleted”
• Nothing happens when you run a query
• You have run a query, but receive a timeout before the query can be
completed.
• When you run a query you get an incomplete conditions prompt
• You have selected query conditions from a list, and you receive the message:
“Too many values selected!”
• You have run a query and you receive the message: “No data found!”
• When you tried to run a query, you received the message: “Incomplete
crosstab report”
• Problems occur when you try to load a document’s data into a spreadsheet
• When you try to take an action on a document, the error message appears:
“The document contains no data”
• You have received the message: “This name already exists, use a different
name or allow overwrite”
• You have received the message: “The required service is not available”
• The Send or Publish window is only partially displayed
• You have received the message: “This script is taking an unusually long time
to finish”
1. When you try to log in, an error message appears
You have provided your username and ID in the WEBINTELLIGENCE login page, and you get an error message instead of InfoView.
What you can do
• Your login information may be incorrect. In this case, you should contact your WEBINTELLIGENCE administrator or the BusinessObjects supervisor who created your user profile.
• If you’re using Microsoft Internet Explorer 2, you will be unable to login. WebIntelligence requires a cookie containing login information and a session ID in order to connect you to the WEBINTELLIGENCE system. Internet Explorer 2 doesn’t recognize cookies. In this case, you must change your browser to a WEBINTELLIGENCE-supported browser.
• Run the Quick Browser check by clicking the link in the WEBINTELLIGENCE login page. It will make sure the browser you’re using is supported, and that your browser is cookie-enabled.
2. When you click Create Document, you get an error message
You want to view the list of universes or create a document, but the Available Universes page doesn’t appear.
What you can do
• If an error message is flashing on screen or a blank page displays, click the browser’s Refresh or Reload button.
• If you get a browser error message, your Web server may not be running. In this case, contact your WEBINTELLIGENCE system administrator.
3. Nothing happens when you select a universe
You have selected a universe in the Available Universes page in order to create a document, and WEBINTELLIGENCE hasn’t opened the Web Panel with the selected universe displayed in the Classes and Objects panel.
The .DLL file versions for the Virtual Machine (VM) on your machine may not be compatible with your Web browser version. This can happen, for example, when a Microsoft Internet Explorer 3.01 or 3.02 update installation doesn’t correctly copy the updated .DLLs.
What you can do
Contact your system administrator.
4. An empty Web Panel opens when you select a universe
You have selected a universe in the Available Universes page in order to create a document, but the Web Panel opens without the selected universe’s classes and objects displayed.
What you can do
Contact your system administrator.
5. You have received the message, “Access to the universe or Editing not allowed”
You have tried to edit an existing document, but instead of the universe and document definitions opening in the Web panel, you receive this message.
What you can do
First, try reloading the page in your browser. If this hasn’t fixed the problem, it is possible the BUSINESSOBJECTS supervisor has not accorded you the rights to access the universe on which this document is based. This means you can view the document, but you cannot edit it.
If this presents a problem, talk to the supervisor about modifying your access rights.
6. You have received the message: “The edited report has been deleted”
An existing document was open in your Results page. During this WebIntelligence session, you were inactive long enough for the Session Manager to automatically log you out. You logged back in again, and clicked the Edit button to edit the document definition. But when WebIntelligence opened the Web Panel, instead of displaying the universe and document definitions, it flashed this message.
What you can do
This document definition has been cleared from the WEBINTELLIGENCE system’s temporary storage cache for this session. Simply log out of WEBINTELLIGENCE, log in again, then open the document definition in the Web Panel immediately.
7. Nothing happens when you run a query
You have completed editing your query and clicked the Get Results button in the Web Panel. The document containing the query results, however, fails to appear.
What you can do
Click your browser’s Refresh or Reload button.
If this doesn’t work, log out of WEBINTELLIGENCE, log back in again, then run the
query again.
8. You have run a query, but receive a timeout before the query can be completed
This sometimes happens if you are using a Microsoft Internet Explorer 4.0 browser. Normally, the timeout should occur after 5 or 10 minutes.
What you can do
You need to change the timeout parameter y modifying the registry for Internet Explorer 4.01 SP1. To do this:
1. Install Internet Explorer 4.01 Service Pack 1 (you can obtain it from the
Microsoft Web site).
2. Add the ReceiveTimeout DWORD value with a data value of <number of
seceonds>*1000 in the following registry key:
HKEY_CURRENT_USER\Software\Microsoft\Windows\CurrentVers
ion\InternetSettings
For example, if you want the timout duration to be 8 minutes, set the
ReceiveTimeout data value to 480000 (<480>*1000).
9. When you run a query you get an incomplete conditions prompt
Before actually submitting a query, the Web Panel checks for any conditions that may be in the document. If a condition is incomplete, the Web Panel pops up a dialog box informing you that at least one condition is incomplete.
What you can do
There are two main reasons you may have incomplete conditions:
• Unspecified operation
• Unspecified parameters
When you add a condition to a document, you must specify a condition operation. You can tell whether a condition is complete or not by how the condition operation section of the condition object appears. If you haven’t selected an operation, the condition operation section is gray and raised, the same way that the drop-down list appears when you choose the condition operation. If you have selected an operation, the operation section blends into the condition object, with
the same color and no raised appearance.
With parameters, check if there are valid values in the input box or boxes of the condition object. If the box contains no values or a double quote mark, fill in the box with an appropriate value.
10. You have selected query conditions from a list, and you receive the message: “Too many values selected!”
You have selected more than 200 condition operand values to be applied to an object in a document definition.
What you can do
Reduce the number of values to 200 or fewer, then run the query again.
11. You have run a query and you receive the message: “No data found!”
WEBINTELLIGENCE found no data in the database that matched the query.
What you can do
Make sure any conditions you’ve applied to objects in the document definition are valid: they must correspond to the terms in the database.
For example, you can apply the condition 1996 to the object Revenues to obtain the revenue
results for that year, but if that year is referred to as FY96 in the database, WEBINTELLIGENCE will be unable to fetch this information. You can resolve this problem easily by choosing the condition from a list if a list is available. If the problem isn’t an invalid condition, rebuild your document definition using objects that better correspond to the data in the database.
12. When you tried to run a query, you received the message: “Incomplete crosstab report”
You have finished editing a document definition in the Web Panel. When you tried to run the query by clicking the Get Results button, however, this message flashes across the screen.
What you can do
You have created a crosstab document definition, but you haven’t provided all
the elements it needs.
A crosstab document contains the following parts:
• A horizontal crosstab header
• A vertical crosstab header
• The table’s body, which contains the query results
If you have selected Crosstab from the Block Type menu, or started placing objects in the Web Panel’s Block panel in a crosstab format, the Block panel clearly displays each of these elements.
Make sure each crosstab section contains at least one universe object, then run the
query again.
13. Problems occur when you try to load a document’s data into a spreadsheet
What you can do
When you load data from a document into a spreadsheet, you may need to define the spreadsheet application you want to use. Data imported into a spreadsheet is imported as text. This means that your computer’s number settings affect the way the text is handled.
If the text from the WEBINTELLIGENCE document uses a decimal point as the decimal separator, your computer must do the same, otherwise the numbers will not be recognized. You will not be able to format them or make calculations. Typically, this occurs if your regional settings are for Continental European countries such as France and Germany, and you are using a decimal symbol used in a North American country (USA or Canada) or vise versa. If you’re using Windows, you can change the decimal separator in the Window’s Control Panel’s Regional Settings dialog box.
14. When you try to take an action on a document, the error message appears: “The document contains no data”
You have tried to edit a document containing query results, or load its data into a spreadsheet or save it. The action does not take place, and an inappropriate error message appears indicating that the document contains no data.
What you can do
• The BUSINESSOBJECTS supervisor may have changed your access rights during the current session so that you no longer have access to the current document domain. In this case, contact the supervisor.
• The HTML page may simply need reloading. Click your browser’s Refresh or Reload button.
• You may need to log out of WEBINTELLIGENCE, then log back in again.
15. You have received the message: “This name already exists, use a different name or allow overwrite”
You have just tried to save a document to your personal storage area and a document with that name already exists.
What you can do
This message is simply prompting you do one of the following:
• Select Yes for the Overwrite if document exists option if you want to overwrite the existing document of that name, then click Save again.
• If you don’t want this document to overwrite the existing one, change this document’s name, then click Save again.
16. You have received the message: “The required service is not available”
You have taken any kind of action in WEBINTELLIGENCE, such as opening a document access page, or simply clicking a button in the toolbar or navigation bar, and you receive this message.
What you can do
Simply click the Refresh or Reload button in your browser.
17. The Send or Publish window is only partially displayed
You have tried to send a document to another user or publish it to the corporate repository, but the Send or Publish page isn’t completely displayed.
What you can do
Simply click the Refresh or Reload button in your browser.
18. You have received the message: “This script is taking an unusually long time to finish”
You are using Windows 95. You tried to download an applet and this error message appeared.
What you can do
This kind of problem usually occurs with “minimum” configurations, i.e. on machines with little disk space and RAM, and usually when Microsoft Internet Explorer version 3 is being used.
In this case, empty your cache, close your browser, then relaunch the browser and WEB INTELLIGENCE.
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