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** Troubleshooting ** "Script Error ... An error has occurred in the script on this page." when trying to run Standard Report

Troubleshooting


Problem

User runs a standard report. An error appears.

Symptom

The error will vary, but it will be similar to:

Script Error
An error has occurred in the script on this page
Line: 33
Char: 1
Error: 'CCognosViewer' is undefined
Code: 0
URL: http://<controllerserver>/ibmcognos/cgi-bin/cognosisapi.dll

Cause

There are several known causes for similar errors:

Scenario #1 - The Cognos BI report server contains an incorrect (or invalid) 'Controller' report package (FM model).
  • For more information, see separate IBM Technote #1984287
 
Scenario #2 - (most likely) Invalid cache files inside client device's Internet Explorer
  • For more information, see separate IBM Technote #1680774
 
Scenario #3 - The Cognos BI report server's IIS (webserver) application pool has failed.
  • For more information, see separate IBM Technote #2014728
 
Scenario #4 - Cognos Analytics gateway (IIS website 'ibmcognos') has not been configured correctly.
  • For more information, see separate IBM Technote #6152163

Resolving The Problem

Scenario #1
Re-import (and overwrite the existing) deployment package 'Controller'.
  • For more information, see separate IBM Technote #1984287
 

Scenario #2 (most likely)

Modify the 'bad' user's Internet Explorer to re-check all of its cache files. Specifically Modify the setting 'Check for newer versions of stored pages' from the default ('Automatically') to 'Every time I visit the webpage'
  • For more information, see separate IBM Technote #1680774
  

Scenario #3

Fix the problem with the Report Server's IIS application pool.
  • For example, in one real-life customer example, this was achieved by disabling the McAfee system from interfering with the website (IIS).
  • For more information, see separate IBM Technote #2014728
 

Scenario #4

Fix the problem with the Cognos Analytics server's IIS website.
  • For more information, see separate IBM Technote #6152163

[{"Product":{"code":"SS9S6B","label":"IBM Cognos Controller"},"Business Unit":{"code":"BU059","label":"IBM Software w\/o TPS"},"Component":"Controller","Platform":[{"code":"PF033","label":"Windows"}],"Version":"10.3.1;10.3;10.2.1;10.2.0","Edition":"","Line of Business":{"code":"LOB10","label":"Data and AI"}}]

Document Information

Modified date:
03 April 2020

UID

swg22011388

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