IBM Support

"The remote name could not be resolved:'<servername>'" when launching Controller client

Troubleshooting


Problem

User launches Controller client. User receives an error. The problem may not affect all client devices. For example there may be some PCs where the Controller client successfully launches OK.

Symptom

Error:


    An error occurred while trying to access the server. http ://<servername>/ibmcognos/controllerserver

Details:


    The Remote name could not be resolved: '<servername>'

Cause

The client device (where the Controller client CCR.EXE is running) cannot resole the server name to an IP address.

More Details
There are several possible causes for why a client device (for example the end user's Windows 7 PC/laptop) cannot resolve the name of the server to an IP address, for example:

  • Scenario #1 - Controller client configured to connect to a NetBIOS server name (e.g. 'servername') rather than a FQDN name (e.g. 'servername.company.com') and the DNS resolution is incorrectly configured on the client device.
  • Scenario #2 - Typo mistake (servername is incorrectly spelt).

Environment

This problem will most likely occur for client devices which are remote (located inside a different location from where the Controller application server is).

Resolving The Problem

Scenario #1 - Client device cannot resolve the server's name to an IP address.

Consult your I.T. department's network administrators, to ensure that your client device (e.g. Windows 7 PC) is correctly configured to resolve NetBIOS names to a correct IP address.


    Example (a):

    Modify the client device's Windows networking settings, so that it resolves DNS resolution for the DNS domain where the Controller application server is located.

    • For example, if the FQDN name of the server is 'servername.london.mycompany.com' then add 'london.mycompany.com' to the list of

    The best method to achieve this will vary (depending on your environment). Your I.T. department's network administrator will know the best method.
    • One method is shown below:

    Example (b) - Modify the HOSTS file:

    A different solution is to manually add the Controller application server (and its associated IP address) to the client device's HOSTS file.

    • This means that the client device does not have to use a DNS server which recognises the Controller application server.

    TIPS:

    • The HOSTS file is located here: C:\WINDOWS\system32\drivers\etc\
    • By default, you cannot see these hidden folders since they are system folders.
      • To show hidden folders in Windows 7, press the ALT key while in Explorer to bring up the File menu. Click on Tools and then Folder Options.
      • Click on the View tab and then click on the Show hidden files, folders, and drives radio button under Hidden files and folders.
    • Open the "Hosts" file in Notepad.
    • On an new line, press the TAB key and enter the IP address of the Remote Server, then press TAB again and enter the name of the server.
    • Save the file in the same file format (make sure it is not saved as a txt file).
    • Note: You might need to launch Notepad as an administrator to be able to edit the file.
Scenario #2 - Typo mistake (servername is incorrectly spelt)
Correct the spelling of the server, on the client device.
    Steps:
    The following steps assume that the client device has the Controller local client (CCRLocalClient.MSI) installed.
    1. Browse to the folder where the Controller client is installed.
    • TIP: By default this is here: C:\Program Files (x86)\IBM\IBM Cognos Controller

    2. Open the file "CCR.exe.config" inside NOTEPAD.EXE

    3. Make sure the addresses are correct.

    4. Save changes and test.

[{"Product":{"code":"SS9S6B","label":"Cognos Controller"},"Business Unit":{"code":"BU053","label":"Cloud & Data Platform"},"Component":"Controller","Platform":[{"code":"PF033","label":"Windows"}],"Version":"10.1;10.1.1;10.2.0","Edition":"","Line of Business":{"code":"LOB10","label":"Data and AI"}}]

Document Information

Modified date:
15 June 2018

UID

swg21687566