Troubleshoot Real Time Reporting Unable to Start on CVVB

Introduction

This document describes how to troubleshoot Cisco Virtualized Voice Browser (CVVB) Real Time Reporting application issues.

Prerequisites

Requirements

Cisco recommends that you have knowledge of these topics:

• CVVB
• Microsoft Windows Server

Components Used

 The information in this document is based on these software and hardware versions:

• CVVB Version 11.0(1)
• Windows Internet Explorer (IE) version 8, IE version 11
• Java version 7 Update 40, Java version 7 Update 51 and later

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, ensure that you understand the potential impact of any command.

Real Time Reporting application does not start

Symptom

When you select the Real Time Reporting option under the Tools menu on the CVVB Administration page, the Real Time Reporting application does not start.

This message is shown if the Java version is earlier than Java 7 update 4.0 is installed:

Step 1. Click on the message and select Install this Add-on for all users in This Computer. A security warning window displays.

Step 2. Update the Java version. Select Install.

Step 3. On the next Java Setup - Welcome window select Install >.

Step 4. After the installation is finished, on the Java Setup - Complete window select Close.

Step 5. Select Add from the displayed window.

A new window appears to verify the Java Version. This is optional and there is no need to verify the Java version.

Step 6. Proceed to restart the browser (close all browser windows and re-open it).

Step 7. Select Real Time Reporting from the Tools menu on the CVVB Administration page. 

The Java Update Needed window displays.

Step 8. Click the checkbox next to Do not ask again until the next update is available and then select Later.

The next window shows that the site is untrusted:

Step 9. Select Continue.

The application is blocked by the security settings.

Step 10. Select OK, an error displays.

Solution

In order to solve this problem, from the computer where you launch the browser perform these steps:

Step 1. Select Start > All Programs > Java > Configure Java, then select the Security tab.

Step 2. Reduce the security level to Medium in order to allow all Java applications to run.

Step 3. Select Real Time Reporting from the Tools menu on the CVVB Administration page.

Step 4. Select Continue on the Security Warning window:

A new Security Warning window is displayed:

Step 5. Click on the checkbox I accept the risk and want to run this application and select Run.

The Real Time Reporting application now starts:

Real Time Reporting Application is blocked by Java security

Symptom 

The Real Time Reporting Application with Java Version 7 Update 51 and higher is blocked by Java security.

Solution

Add the URL of the CVVB to the Java Exception List.

Listed below are cases which allow applications to run when you add the application URL to the Exception Site List:

• The application certificate is not signed from trusted certificate authority.

• The application certificate is hosted locally.

• Jar files do not have permission manifest attribute.

• The application certificate is expired.

• The application certificat cannot be checked for revocation.

Note: The High (default)  securtity level, does not allow  unsigned and self-signed Java applications on older version of Java to run.

More information about the exception list can be found here.

In order to solve this problem, close the browser and add the CVVB Hostname URL to the exception list from the computer where you launch the browser and perform these steps:

Step 1. Select Start > All Programs > Java > Configure Java.

Step 2. Select the Security tab on the Java Control Panel.  At the bottom of the window, select Edit Site List

Step 3. Select the Add button from the Exception Site List window.

Step 4. Click in the empty field under Location and enter the URL.

Note: URL must begin with http:// or https://

Examples:

http://myexample.com or https://myexample.com

Step 5. Select OK to save the URL that you entered. If you select Cancel, the URLs are not saved.

Step 6. Select Continue on the Security Warning dialog if displayed.

The Real Time Reporting application is no longer blocked by Java security