Cisco Customer Response Applications Historical Reports User Guide (3.0)
Administration and Troubleshooting

Table of Contents

Administration and Troubleshooting

Administration and Troubleshooting

The following sections provide information to help you administrate and troubleshoot the Cisco Customer Response Applications (CRA) Historical Reports system.

The following sections include these topics:

Log Files

The Cisco CRA Historical Reports system uses log files to record information about its activities. You can refer to the appropriate log file to help determine the cause of and solution for an error that occurs when

  • You are generating, viewing, printing, or exporting a report

  • The Scheduler is running a scheduled report

Some log files reside on the client system, and some log files reside on the Cisco CRA server. Table 6-1 shows general information about the log files.


Table 6-1: Cisco CRA Historical Reports Log Files
Log File Contents System Location Reference

Historical Reports Client Log Files

Information related to generating, viewing, printing, and exporting reports

Client system

Historical Reports Client Log Files

Scheduler Log Files

Information related to Scheduler activities

Client system

Scheduler Log Files

Database Log File

Information related to retrieving information from the Cisco CRA databases

Cisco CRA server

Database Log File

Servlets Log File

Information about users who log in or attempt to log in to the Cisco CRA Historical Reports system

Cisco CRA server

Servlets Log File



Log Files on the Client System

The Cisco CRA Historical Reports client maintains a series of Historical Reports Client log files and two Scheduler log files. These log files reside on the Cisco CRA Historical Reports client system. The log files are:

  • System-name@session-no_CiscoAppReportsN.log—Contains information related to generating, viewing, printing, and exporting reports

  • CiscoSch.log—Contains information related to activities of the Scheduler other than printing and exporting

  • CiscoSchPrintExport.log—Contains information about printing and exporting activities of the Scheduler

Related Topics

Historical Reports Client Log Files

The Historical Reports Client log files are named System-name@session-no_CiscoAppReportsN.log. These files are stored in the Cisco CRA Historical Reports\logs directory, which is under the directory in which you installed the Cisco CRA Historical Reports client system. (By default, the system installs in the Program Files directory.)

If you are not running the Cisco CRA Historical Reports client under a terminal service session, System-name is the name of the system on which the client is installed, and @session-no is not included. If you are running the Cisco CRA Historical Reports client under a terminal service session, System-name is the name of the system from which you invoked terminal services, and @session-no is the session number assigned to the system under the terminal service session.

The system writes information related to generating, viewing, printing, and exporting reports to the current Historical Reports log file. When the system creates the first Historical Reports Client log file, the system replaces N in the file name with 0. When this file reaches the size specified in the hrcConfig.ini configuration file, the system creates a new Historical Reports Client log file. The system increases N in the new Historical Reports Client log file by 1. This process continues until the system creates as many log files as specified in the hrcConfig.ini configuration file. Then, the system begins overwriting the existing Historical Reports Client log files, starting with the oldest log file.

Related Topics

Scheduler Log Files

The Cisco CRA Historical Reports Scheduler maintains two Scheduler log files:

  • CiscoSch.log—Maintains information related to all Scheduler activities except printing and exporting

  • CiscoSchPrintExport.log—Maintains information related to printing and exporting performed by the Scheduler

The Scheduler log files are stored in the Cisco CRA Historical Reports\Scheduler directory, which is under the directory in which you installed the Cisco CRA Historical Reports system. (By default, the system installs in the Program Files directory.)

Each Scheduler log file has a maximum size of 4 MB. When a Scheduler log file reaches this size, the system copies it to a backup file. The backup file has the same base name as the original file with the extension .bak. The system maintains one such backup file for each Scheduler log file. Each time a Scheduler log file reaches 4 MB in size, the system moves that information to the existing backup file, overwriting the information in the existing backup file.

Related Topics

Opening Log Files on the Client System

You open a Cisco CRA Historical Reports log file on the client system on which the log file is stored.

You can open log files from the Cisco CRA Historical Reports main window or by using a text editor. You can also open Scheduler log files from the Scheduler.

When you open a log file from the Cisco CRA Historical Reports main window or from the Scheduler, log information appears in a Notepad window. You can use the Notepad tools to move through the information in this window, to print the file, or to save it under another name. To exit a Notepad window, click the Close button on the Notepad menu bar.

To open a log file using another text editor, start the editor, then open the file. You can use the editor tools to move through the information in this window, to print the file, or to save it under another name.

To open any log file from the Cisco CRA Historical Reports main window, follow these steps:

Procedure

Step 1   Click Help > Application Logs.

Step 2   Navigate to the directory containing the log file that you want to open, if necessary, and double-click the file name that you want.

The file appears in a Notepad window.


To open a Scheduler log file from the Scheduler, follow these steps:

Procedure

Step 1   Right-click the Scheduler icon that appears in the status area on your Windows taskbar.

The Scheduler pop-up menu appears.

Step 2   Choose View CiscoSch.log or View CiscoPrintExport.log.

The file you choose appears in a Notepad window.


Interpreting Log Files on the Client System

Each log file on the Cisco CRA client system contains a series of entries. The entries describe each activity that occurs in the part of the system for which the file is maintaining information. Each entry includes the date and time at which the activity occurred and a description of the activity. This information is arranged in order of occurrence, with the most recent activity shown at the end of the file. The system numbers each line of information sequentially. A new line numbered 1 is created each time the Cisco CRA Historical Reports client is started.

Level of detail in log files depends on values you specify in configuration files. The level of detail of the entries in the Historical Reports client log files depends on the LogLevel value specified in the hrcConfig.ini configuration file. The level of detail of the entries in the Scheduler log files depends on the LogLevel value specified in the SCH.ini configuration file.

The information contained in the log files is designed to help you locate a problem, if one occurs. If the Cisco CRA Historical Reports client experiences an error or a problem, open the appropriate log file and locate the entry that describes the activity that was taking place when the error occurred.

Related Topics

Log Files on the Cisco CRA Server

The Cisco CRA server contains these log files:

  • Database log file—Contains information related to retrieving information from the Cisco CRA database. You create this file as needed, and give it the name of your choice.

  • Jvm.stdout—Includes information about every user who logs in, or attempts to log in, to the Cisco CRA Historical Reports client.

Related Topics

Database Log File

The Database log file resides on the Cisco CRA server. This file logs information related to retrieving information from the Cisco CRA databases. To help the server run most efficiently, the database log is turned off by default. If, when you try to generate a historical report, you receive an error message that is related to a Cisco CRA database, you can turn on the database log to capture information for troubleshooting. Then you can provide that log file to the Cisco Technical Assistance Center for assistance with correcting the problem.

To turn on the database log and capture information in a log file, follow these steps:

Procedure

Step 1   From the Cisco CRA server, choose Start > Run.

The Run dialog box appears.

Step 2   In the Open field, enter cmd, and then click OK.

A Command window appears.

Step 3   At the command prompt, type cd program files\wfavvid, and then press the Enter key.

(If the CRA system is installed in another directory, replace program files with that directory name.)

Step 4   Type the following command to start database logging:

setsqllogging dbusername dbpassword on

Replace dbusername with the login name for the Cisco CRA databases, and replace dbpassword with the login password for the databases.

If you want to exit the Command window now, type exit. The database log will continue to run.

Step 5   From the Cisco CRA Historical Reports client, try again to generate the report that caused the problem.

Step 6   From the Cisco CRA server, return to the wfavvid directory in a Command window as described in Steps 1 to 3.

Step 7   At the command prompt, type the following command:

getlogging dbusername dbpassword >> filename

Replace dbusername with the login name for the Cisco CRA databases, replace dbpassword with the login password for the databases, and replace filename with the name of a file in which to save the database log information.

Step 8   Type the following command to stop the database log.

setsqllogging dbusername dbpassword off

Replace dbusername with the login name for the Cisco CRA databases, and replace dbpassword with the login password for the databases.

Step 9   If you have not yet exited the Command window, type exit at the command prompt.


The file with the name you specified in Step 7 is the database log file. You can forward this file to the Cisco Technical Assistance Center for assistance in resolving the problem.

Servlets Log File

The servlets log file, jvm.stdout, resides on the Cisco CRA server in the wfavvid\tomcat directory, which is under the directory in which you installed the Cisco CRA system. (By default, the system installs in the Program Files directory.)

This file logs information from each servlet running on the Cisco CRA server, including the histRepClientsServlet servlet. This servlet provides the following information for every user who attempts to log in to the Cisco CRA Historical Reports system:

  • IP address of the client computer from which the login was attempted.

  • Date and time of the login attempt.

  • Whether the login attempt was successful.

You open the jvm.stdout log file on the Cisco CRA server on which the log file is stored. To open this file in a Notepad window, navigate to the directory containing the file, and then double-click the file name. To open this file using another text editor, start the editor, then open the file. You can use the editor tools to move through the information in this window, to print the file, or to save it under another name.

There is no maximum size for the jvm.stdout file. When new information is generated, it is appended to the existing jfm.stdout file. To find information relating to logging in to the Cisco CRA Historical Reports system, open this file and search for histRepClientsServlet.

Troubleshooting

This section describes errors or unexpected results that you may encounter with the Cisco CRA Historical Reports system. It includes possible causes and recommended actions, where appropriate.

Symptom   A report that has been exported in Portable Data Format (PDF) does not print in landscape orientation.

Possible Cause   Limitation of PDF viewer.

Recommended Action   Print the document in portrait orientation.

Symptom   Charts do not appear properly in a report that has been exported in Microsoft Excel format.

Possible Cause   Limitation of the export function.

Recommended Action   Do not include charts in reports that are exported in Microsoft Excel format.

Symptom   Some records are truncated in a report that has been exported in Microsoft Excel format.

Possible Cause   Limitation of Microsoft Excel. Excel 7.0 (95) is limited to reports with 16,384 records. Excel 8.0 (97) and Excel 2000 are limited to reports with 65,536 records. Records that exceed these limits are truncated in the Excel file.

Recommended Action   Be aware of the size of the report when exporting it in Microsoft Excel format.

Symptom   Agent names overwrite each other on charts that appear with the Agent Detail Report, the Agent Login Logout Activity Report, or the Agent Summary Report.

Possible Cause   The report contains information for more than 70 agents.

Recommended Action   Do not include charts with the report if you are generating information for more than 70 agents, or use filter parameters to limit the report to information for no more than 70 agents.

Symptom   A report that has been exported in Rich Text Format (RTF) includes tabular report headings on pages that contain charts.

Possible Cause   Limitation of the export function.

Symptom   The client system is unable to connect to the Cisco CRA server. The Historical Reports Client log file shows "Not associated with a trusted connection."

Possible Cause   SQL server is configured with a Windows NT Only security setting.

Recommended Action   Choose Start > Programs > Microsoft SQL Server > Enterprise Manager (where N is a version number). Double-click Microsoft SQL Servers. Double-click SQL Server Group. From the SQL Server group, right-click the name of the server on which the Cisco CRA databases reside. Choose Properties. Click the Security tab. Click the SQL Server and Windows NT radio button. Click OK.

Symptom   When you try to open the CiscoSch.log log file with the Windows 98 WordPad editor, you receive a message that the file is in use by another application.

Possible Cause   You have previously tried to open the file with Notepad, but the file is too large for Notepad. WordPad cannot open a file that has already been opened in Write/Read mode by another application.

Recommended Action   Copy the CiscoSch.log file to a new file (for example, CiscoSch_new.log), and use WordPad to open the new file.

Symptom   The Scheduler icon does not appear on the terminal service client when you run the Cisco CRA Historical Reports client under a terminal service session.

Possible Cause   By design, only one instance of the Scheduler can run on a Cisco CRA Historical Reports client system.

Symptom   Schedules for generating reports do not execute at the expected time.

Possible Cause   The Cisco CRA Historical Reports client system clock has been changed but the Scheduler has not been restarted.

Recommended Action   Stop and restart the Scheduler. (See "The Scheduler" section.)

Symptom   When running the Cisco CRA Historical Reports client on a computer with an English version of Windows for which the system locale has been set to German, the Search dialog box and the Preview tab on the Report Viewer still appear in English.

Possible Cause   Limitation of the Report Viewer.

Recommended Action   Install a German version of the operating system.

Symptom   The Exporting Records dialog box does not appear as expected when a scheduled report is exported.

Possible Cause   This dialog box appears only after the client system fetches the required database records. For a large report, fetching records can take a long time.

Recommended Action   Wait for the export operation to complete. Or, check the CiscoSchPrintExport.log log file. If the report is being exported, the following message will appear at or near the end of the file: "Note: Getting report contents may take considerable amount of time based on the size of the contents. . . . Pls wait . . . ."