IBM Support

Unable to launch Controller or download client - user receives blank page / white page

Troubleshooting


Problem

User has problems when launching the Controller client.

Symptom

Depending on the environment (and how you chose to launch Controller), the end user will see slightly different symptoms. For example, you may find that one the following descriptions fits the problem best:

  1. The Controller client fails to start - it does not appear to launch anything (nothing happens). There is no error message
  2. Internet Explorer screen changes to a white page (blank screen). The only thing visible is http://servername/ibmcognos/cgi-bin/cognos.cgi (or http://servername/ibmcognos/cgi-bin/cognosisapi.dll depending on how the gateway is configured)
  3. The Controller client appears to start launching, but an error message appears (see below):
      Microsoft IE Execute shell
      Microsoft IE Excecute shell has encountered a problem and needs to close.
      We are sorry for the inconvenience.
    TIP: There is a deliberate misspelling of 'Microsoft IE Execute shell has encountered a problem and needs to close'.

    In addition, the 'details' section may contain text similar to the following:
      EventType : clr20r3
      P1 : ieexec.exe
      <...>
      P9 : system.security.security

[{"Product":{"code":"SS9S6B","label":"IBM Cognos Controller"},"Business Unit":{"code":"BU048","label":"IBM Software"},"Component":"Controller","Platform":[{"code":"PF033","label":"Windows"}],"Version":"8.5.1;8.5;8.4;8.3;10.1;10.1.1","Edition":"Not Applicable","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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Historical Number

1030075

Document Information

Modified date:
08 May 2025

UID

swg21346813

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