Troubleshooting
Problem
User runs a standard report. This works OK. User then closes the report 'Preview' screen, and then re-runs the same report. This time, an error appears. After the user clicks OK (to the error), Controller crashes and disappears. The user is locked out of the system (because he/she has not exited 'gracefully' from Controller). The user therefore has to wait for their session to timeout (or ask an administrative colleague to manually eject his/her user ID from the active Controller users).
Symptom
Screen:
- CCR
CCR has stopped working
Windows is collecting more information about the problem. This might take several minutes...
Second screen message:
- CCR has stopped working
A problem caused the program to stop working correctly. Windows will close the program and notify you if a solution is available.
Occasional Third screen message:
The following was seen intermittently, approximately 1 minute after clicking the 'Debug' button:
- Adobe PDF Document
There is a problem with Adobe Acrobat/Reader.
If it is running, please exit and try again.(103:103)
Event Viewer (Application log) on client device:
Several errors are recorded in quick succession:
Log Name: Application
Source: Windows Error Reporting
Date: 09/02/2017 13:44:56
Event ID: 1001
Task Category: None
Level: Information
Keywords: Classic
User: N/A
Computer: PCNAME
Description:
Fault bucket 108620583975, type 1
Event Name: APPCRASH
Response: Not available
Cab Id: 0
Problem signature:
P1: CCR.exe
P2: 10.2.5140.12
P3: 570caa70
P4: ntdll.dll
P5: 10.0.14393.479
P6: 58256ca0
P7: c0000005
P8: 0003ff33
P9:
P10:
Log Name: Application
Source: Windows Error Reporting
Date: 09/02/2017 13:44:43
Event ID: 1001
Task Category: None
Level: Information
Keywords: Classic
User: N/A
Computer: PCNAME
Description:
Fault bucket 129274480699, type 5
Event Name: FaultTolerantHeap
Response: Not available
Cab Id: 0
Problem signature:
P1: CCR.exe
P2: 10.2.5140.12
P3: 570CAA70
P4: ffffbaad
P5:
P6:
P7:
P8:
P9:
P10:
Log Name: Application
Source: Application Error
Date: 09/02/2017 13:44:41
Event ID: 1000
Task Category: (100)
Level: Error
Keywords: Classic
User: N/A
Computer: PCNAME
Description:
Faulting application name: CCR.exe, version: 10.2.5140.12, time stamp: 0x570caa70
Faulting module name: ntdll.dll, version: 10.0.14393.479, time stamp: 0x58256ca0
Exception code: 0xc0000005
Fault offset: 0x0003ff33
Faulting process ID: 0x1e14
Faulting application start time: 0x01d282da62451ff2
Faulting application path: C:\Program Files (x86)\IBM\IBM Cognos Controller\CCR.exe
Faulting module path: C:\WINDOWS\SYSTEM32\ntdll.dll
Report ID: aaf490ea-8a70-4e6c-8feb-19dcc7ad33a8
Faulting package full name:
Faulting package-relative application ID:
Log Name: Application
Source: Application Error
Date: 09/02/2017 13:44:12
Event ID: 1000
Task Category: (100)
Level: Error
Keywords: Classic
User: N/A
Computer: PCNAME
Description:
Faulting application name: CCR.exe, version: 10.2.5140.12, time stamp: 0x570caa70
Faulting module name: ntdll.dll, version: 6.2.14393.479, time stamp: 0x58256ca0
Exception code: 0xc0000005
Fault offset: 0x0003ff33
Faulting process ID: 0x%9
Faulting application start time: 0x%10
Faulting application path: %11
Faulting module path: %12
Report ID: %13
Faulting package full name: %14
Faulting package-relative application ID: %15
[{"Product":{"code":"SS9S6B","label":"IBM Cognos Controller"},"Business Unit":{"code":"BU048","label":"IBM Software"},"Component":"Controller","Platform":[{"code":"PF033","label":"Windows"}],"Version":"10.2.1","Edition":"","Line of Business":{"code":"LOB76","label":"Data Platform"}},{"Product":{"code":"SSMRTZ","label":"IBM Cognos Controller on Cloud"},"Business Unit":{"code":"BU048","label":"IBM Software"},"Component":" ","Platform":[{"code":"","label":""}],"Version":"","Edition":"","Line of Business":{"code":"LOB76","label":"Data Platform"}}]
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Document Information
Modified date:
08 May 2025
UID
swg21998587