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** Troubleshooting ** "Server is not reachable or still initializing, please refresh the page in a few seconds" error launching Controller Web

Troubleshooting


Problem

User launches Controller Web. An error appears.

Symptom

image-20181214110038-1

Server is not reachable or still initializing, please refresh the page in a few seconds

Cause

There are several known causes for this error:

  • Scenario #1 - URL using incorrect syntax (for example NetBIOS name instead of FQDN)
    • The URL (used by the end users) must match the nomenclature

Example:

In one real-life example, when using NetBIOS:    http://vbracont8ap9:9080

image-20181217164052-1

However, if change the URL to FQDN:     http://vbracont8ap9.hursley.ibm.com:9080

image-20181217164148-2

  • Scenario #2 - Controller Web configuration file 'com.ibm.cognos.fcm.web.properties' contains incorrect settings
    • Example: In one real-life customer example, it mistakenly contained two entries for ccrwsUrl

  

  • Scenario #3 - Controller Web configuration file 'config.js' contains incorrect settings and/or is corrupt
    • Example #1: In one real-life customer example, the values of the server names were mistakenly wrapped with curly brackets {}
      • For example:     "host": "{myserver.companyname.com}",
    • Example #2: In a different real-life example, the file was corrupt
      • TIP: For more details, see separate IBM Technote #6258223

  

  • Scenario #4 - Incorrect TCP port setting ("httpPort") inside 'server.xml'
    • For more details, see separate IBM Technote #0882548
   
  • Scenario #5 - Incorrect setting "JAVA_HOME" inside 'server.env'
    • For more details, see separate IBM Technote #0888049
     
  • Scenario #6 - Controller application server's IIS (webserver) has been configured to use Windows (not the default 'anonymous') authenticatio
    • For more details, see separate IBM Technote #1125087
  • Scenario #7 - The fcm.web server has become corrupted
    • For more details, see separate IBM Technote #1171456.
  • Scenario #8 - Misconfiguration of HTTPS (SSL/TLS) settings
    • For more details, see separate IBM Technotes #1075287 & 6210360.

Resolving The Problem

Scenario #1

Make sure users use the correct URL to connect to Controller.

Example (Controller 10.4): http://servername.companyname.com:9080

Scenario #2

Make sure that the Controller Web configuration file 'com.ibm.cognos.fcm.web.properties' (locaetd on the Controller application server) has been correctly configured.

Scenario #3

Make sure that the Controller Web configuration file 'config.js' (locaetd on the Controller application server) has been correctly configured.

  • Example #1: In one real-life situation it was necessary to remove the curly brackets {} around the server name.
    • In other words, the correct value was:     "host": "{myserver.companyname.com}",
    • TIP: For more details, see separate IBM Technote #0791535.
  • Example #2: In a different real-life situation it was necessary to replace the existing (bad) config.js with a fresh/default version, then reconfigure the new version.
    • TIP: For more details, see separate IBM Technote #6258223
 

Scenario #4

Reconfigure the file 'server.xml' with the correct settings for 'httpPort'.

  • For more details, see separate IBM Technote #0882548
   

Scenario #5

Reconfigure the file 'server.env' with the correct settings for 'JAVA_HOME'.

  • For more details, see separate IBM Technote #0888049
  

Scenario #6

Reconfigure the Controller-related IIS portion to use anonymous authentication.
  • However, leave the Cognos Analytics (CA) IIS portion to still use Windows authentication.
  • For more details, see separate IBM Technote #1125087
  
Scenario #7
Reset (re-create) the fcm.web server.
  • For more details, see separate IBM Technote #1171456
  

Scenario #8

Reconfigure HTTPS (TLS/SSL) settings.
  • For more details, see separate IBM Technotes #1075287 & 6210360.

[{"Business Unit":{"code":"BU059","label":"IBM Software w\/o TPS"},"Product":{"code":"SS9S6B","label":"IBM Cognos Controller"},"ARM Category":[{"code":"a8m0z000000GnFaAAK","label":"Controller WEB"}],"ARM Case Number":"TS004026069","Platform":[{"code":"PF033","label":"Windows"}],"Version":"10.4.x","Line of Business":{"code":"LOB10","label":"Data and AI"}}]

Document Information

Modified date:
12 August 2020

UID

ibm10791129