Troubleshooting
Problem
User opens Excel link report (XLSX file). User clicks F9 (to refresh / run the report). This works OK.
- Specifically, the report takes a few seconds/minutes to run
- During this time, the client device (for example Windows 10 PC) is responsive (the user can do something else, for example check on their emails or browse a website)
After the report has finished, the user presses F9 (to run the report again).
- This time, the entire client PC seems to completely lock up.
Specifically:
- The user cannot move their mouse (or cannot click on anything else)
- The Windows clock (at the lower-right corner) does not update/change its time
- This locking/hanging can take several minutes
- It is impossible to launch anything else (for example Task Manager) to try to diagnose the problem.
Symptom
Example #1:
In one real-life example, the customer was deploying Controller client on Citrix VDI client devices. Therefore each end user had their own separate/dedicated Windows 10 virtual device.
Example #2:
In a different real-life example, customer deployed Controller client directly on Windows 10 laptop.
- During the 'locking' it was impossible to launch Task Manager
- However, it was clear that the laptop's CPU was running at 100% because the laptop's fans became noisy (indicating overheating/huge-processing of CPU).
Document Location
Worldwide
[{"Business Unit":{"code":"BU048","label":"IBM Software"},"Product":{"code":"SS9S6B","label":"IBM Cognos Controller"},"Component":"","Platform":[{"code":"PF033","label":"Windows"}],"Version":"10.3.1","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:
09 May 2025
UID
ibm10884538