About DCA Installation Troubleshooting

The table below lists suggestions for troubleshooting problems encountered immediately after DCA installation. These suggestions assume that:

 

Symptom

Possible Cause

Possible Solution

Unable to access both the DCA Collaboration Toolbar and the DCA Admin Tool

-AND-

Browser displays a  404 ("Page Not Found") error.

DCA Web server is stopped.

Restart Web server on DCA.

Unable to access any or certain Web pages through the DCA Collaboration Toolbar

-AND-

Browser displays DCA  default error message.

Connection to Internet or to a particular Web content server is down

-OR-

Incorrect URL entered.

Re-establish connection

-OR-

Re-enter  URL.

Unable to access any Web pages through the DCA Collaboration Toolbar -- browser displays a 404 ("Page Not Found") error

-OR-

DCA Admin Tool pages display as raw text

-OR-

ServletExec Admin and DCA Admin pages load but input is lost on server restart.

DCA installed over IIS Lockdown Tool installation that used improper settings

-OR-

Improper IIS permission settings

-OR-

URLScan running on server (URLScan is a Microsoft filter that screens  "suspiciously formatted" URLs.

To remedy Lockdown Tool installation issues:

Uninstall and reinstall IIS Lockdown Tool as described in About the IIS Lockdown Tool.

-OR-

To remedy improper permission settings:

Ensure that IIS uses the following permission settings:

  • File Permissions for Anonymous Users: Allow Write permissions to content directories.

  • Virtual Directories: Allow Execute permissions to the Scripts directory and its subdirectories.

After changing settings, a server reboot followed by a reinstall of the DCA may be required.

-OR-

To remedy URL Scan issues:

1. Determine if URL Scan is running by checking for the presence of the UrlScan.log file at: <Windowsrootdirectory>\system32\intetsrv\urlscan.

2. Use Add/Remove Programs to remove URLScan (listed as IIS UrlScan).

Note: If URLScan was installed during as part of Lockdown Tool installation, uninstalling the LockDown Tool will also remove URLScan .

Unable to access any Web pages through the DCA Collaboration Toolbar -- Toolbar "hangs" when attempting to a load page

-AND-

DCA server communicates with the Internet through a Web proxy server.

DCA not configured to use a proxy.

Configure the DCA to use a proxy as described in How to Configure the DCA for a Proxy Server.

Unable to access secure (HTTPS) Web pages through the DCA Collaboration Toolbar

-AND-

Browser displays the DCA  default error message.

DCA Collaboration Toolbar not configured for SSL

-OR-

DCA server not configured for SSL (i.e., valid server certificate not installed).

 

Configure the Collaboration Toolbar for SSL as described in the DCA 2.01 Administration and Configuration Guide

-OR-

Configure the DCA server for SSL.

 

Unable to access any Web pages through the DCA Collaboration Toolbar

-AND-

Browser displays a "Missing or Corrupt License File" or "Server License has Expired" message.

DCA license file not installed.

Install license file as described in How to Install Your DCA License.

DCA Collaboration Toolbar displays message "ServletExec Max Concurrent Requests Exceeded."

DCA was installed directly over a previous DCA installation.

Properly uninstall and reinstall the DCA as described in How to Reinstall the DCA.

DCA Admin Tool Select and View Logs screen displays a null pointer exception.

DCA was installed directly over a previous DCA installation.

Properly uninstall and reinstall the DCA as described in How to Reinstall the DCA.

Admin Tool window does not display the graphics in this page.

iPlanet Document Root path is not set

Login to the iPlanet Admin console, http://<DCAservername>:8888/

In the ‘Manage Servers’, select the DCA server instance and click on ‘Manage’.

Click on ‘Virtual Server Class’ and in this page under ‘Tree View of the Server’ click the DCA instance page.

Click on ‘settings’ and in this page set the ‘Document Root’ to /DCA-webroot and click on ‘Reset’.

Unable to access any SSL (https) Web pages through the DCA Collaboration Toolbar -- browser displays a 404 ("Page Not Found") error

DCA not configured with iPlanet

or

Required DCA library files may be  missing in location: /DCA/lib

The library files ccisCommonNative.jar, libcrypto.so, libuuid.so, libciscoguid.so, libciscoguid.so.1.0.0, libssl.so, and libSSLWrappers128.so or libSSLWrappers40 may be missing and need to be copied to the location: /DCA/lib

The DCA library path must be appended to the 'LD_LIBRARY_PATH' in the 'start' script of the Sun ONE (iPlanet) that is located at /usr/iplanet/servers/https-<dcahost>

Unable to execute the DCA installation script while installing the DCA on Solaris Platform.

The install script file may not have the execute permissions for this user.

Change the permissions of the install script to give execute permissions for the file.

Other Troubleshooting Information

Troubleshooting information related to DCA-CCS integration problems can be found at About DCA-CCS Integration Troubleshooting. Troubleshooting information related to page parsing problems can be found in the DCA 2.01 Administration and Configuration Guide. For additional information on other DCA runtime issues, see the DCA 2.01 Release Notes.

See Also

For related information, see:

How to Test the DCA Installation

About DCA Hardware Requirements

About DCA Software Requirements

How to Install Your DCA License

How to Deploy the DCA Behind a Firewall

About the IIS Lockdown Tool

How to Configure the DCA for a Proxy Server

How to Reinstall the DCA

About DCA-CCS Integration Troubleshooting

The DCA Administration and Configuration Guide