IBM Support

Intermittent "The Cognos Controller Link is not installed" when deploying Controller via multiple Citrix servers



User performs a task (in Controller) which interacts with Excel. An error appears. The problem is intermittent. Sometimes it works OK. If the user closes Controller and re-launches Controller, it often works OK.


The Cognos Controller Link is not installed


There are several possible causes for this error.

  • TIP: See separate IBM Technote #1396195 for more examples.

This Technote specifically relates to the scenario where the Controller Excel client is not correctly installed/registered on one/some of the many/multiple different Citrix servers.

  • This explains why the problem is intermittent. The error only occurs when the user (by chance) is given a session on the 'bad' Citrix server.


All of the following are true:

  • The customer is deploying Controller via Citrix
  • The customer has more than one Citrix server

Diagnosing The Problem

Ask the Citrix administrator to help work out which Citrix server(s) are 'good' (no error) and which are 'bad' (error appears).

Resolving The Problem


Re-install the Controller client on the 'bad' Citrix server(s).


Logoff from Controller/Citrix, Afterwards, re-launch Citrix/Controller. By chance, this time you may be allocated a Citrix server where the Controller Excel client is correctly installed/registered.

[{"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":"10.2.1","Edition":"","Line of Business":{"code":"LOB10","label":"Data and AI"}}]

Document Information

Modified date:
15 June 2018