This document explains the following error message and the solution for
the failure to access the WebView historical templates in a Cisco Intelligent
Contact Management (ICM) environment:
Error. The server encountered an unexpected condition
which prevented it from fulfilling the request.
(Check ServletExec.log for error messages)
Cisco recommends that you have knowledge of these topics:
The information in this document is based on these software and
The information in this document was created from the devices in a
specific lab environment. All of the devices used in this document started with
a cleared (default) configuration. If your network is live, make sure that you
understand the potential impact of any command.
Technical Tips Conventions for more information on document
When you select Call Type: Templates >
Historical Template, and click Next in
WebView, this error message appears:
Error. The server encountered an unexpected condition which prevented
it from fulfilling the request. (Check ServletExec.log for error messages)
Examine the corresponding
ServletExec.log.# file that resides in the
c:\Program Files\New Atlanta\ServletExec ISAPI
directory for this error message:
Thu Nov 20 17:16:05 AST 2003] ServletExec: caught exception -
java.io.FileNotFoundException: C:\Program Files\New Atlanta\ServletExec
(Access is denied)
[Thu Nov 20 17:16:05 AST 2003] java.io.FileNotFoundException: C:\Program Files\
New Atlanta\ServletExec ISAPI\Servlets\pagecompile\_webview\
_ReportNewDateTime_xjsp.java (Access is denied)
[Thu Nov 20 17:16:05 AST 2003] at java.io.FileOutputStream.open(Native
Note: The # appended to ServletExec.log.x is
a number, which indicates the version of the log.
Note: You must determine the drive in which the \Program
Files\New Atlanta\ServletExec ISAPI directory resides. You can
use Microsoft Windows Explorer to do so (see Figure
1). Normally, this directory resides on the
Figure 1 – Determine the Drive in Which the ServletExec ISAPI
The error message in the
ServletExec.log, indicates that access to the
c:\Program Files\New Atlanta directory is
Permission to access the New Atlanta directory for
Everyone is not enabled (see Figure
2). This is the root cause of the issue.
Figure 2 – No Permissions to Access the New
In order to resolve this issue, you must modify the permissions for
Everyone. Complete these steps in order to change the
permissions for Everyone to access the New
Right-click New Atlanta.
Select Properties from the shortcut menu. The New
Atlanta Properties dialog box appears.
Select the Security tab.
Select Everyone in the Name
In the Permissions: section, click the
Allow check box for Full Control so that
Everyone can now access the New Atlanta
directory (see Figure 3).
Figure 3 – Grant Full Control to Everyone to Access the New
After you complete this procedure, the problem is resolved.
This java error message is received when attempting to access
Error. The server encountered an unexpected condition which prevented it
from fulfilling the request.
java.util.MissingResourceException: Can't find resource for bundle
java.util.PropertyResourceBundle, key en-US
Complete these steps in order to resolve this issue:
Open Internet Options from the Tools
From the General tab, click
Add [en-US] or other [xx-XX] language
Move up the [en-US] to the top of the language
If these previous steps do not fix the issue, try these
Go to Start > Run >
Add this registry key in
Registry Key : TabProcGrowth: DWord Value : 0.
For more information, refer to Cisco bug ID
(registered customers only)