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Hi all,
I've been banging my head about this one for a while, and the company who installed / maintains our SECC couldn't provide an answer. So after a couple of months I've found the reason (and then solution) myself. So here it is :
Problem : Client is able to connect and do everything except print reports, including getting reports on screen. Real time reports work fine. The error is :
"There was an error while trying to print report !Failed to access information from report file."
Cause : When you create connection to server, you are using it's computer name rather than IP address. This is fine except in cases where you have your SECC server box running RAS service for modem (usualy for boxes that are remotely monitored and configured). When someone connects to that modem, server assigns an IP to PPP adapter. So when you crate a connection from SMI using computer name, the name can get resolved into PPP IP instead of ethernet IP. This IP is then remembered and stored internaly with connection properties.
Example : SECC Server running with IP 10.10.100.1 assigns 10.10.100.2 to PPP adapter when someone connects through modem. When you ping the server (by it's computer name) from somewhere on your LAN, you may get reply from 10.10.100.2 instead of 10.10.100.1.
If this is the case, when you start connection, you get connected to PPP IP instead of LAN IP. Again, you can do everything as usual except getting reports on the screen or printer.
There is a mention in SECC documentation that users connected through modem (PPP) can not print reports. When you connect to PPP IP from your workstation, you are considered remote user from SECC's standpoint.
Solution : Use LAN IP when making connections from SMI to your server (in example above, 10.10.100.1).
That's it, you should have no more problems on this subject.
Enjoy
Haris
I've been banging my head about this one for a while, and the company who installed / maintains our SECC couldn't provide an answer. So after a couple of months I've found the reason (and then solution) myself. So here it is :
Problem : Client is able to connect and do everything except print reports, including getting reports on screen. Real time reports work fine. The error is :
"There was an error while trying to print report !Failed to access information from report file."
Cause : When you create connection to server, you are using it's computer name rather than IP address. This is fine except in cases where you have your SECC server box running RAS service for modem (usualy for boxes that are remotely monitored and configured). When someone connects to that modem, server assigns an IP to PPP adapter. So when you crate a connection from SMI using computer name, the name can get resolved into PPP IP instead of ethernet IP. This IP is then remembered and stored internaly with connection properties.
Example : SECC Server running with IP 10.10.100.1 assigns 10.10.100.2 to PPP adapter when someone connects through modem. When you ping the server (by it's computer name) from somewhere on your LAN, you may get reply from 10.10.100.2 instead of 10.10.100.1.
If this is the case, when you start connection, you get connected to PPP IP instead of LAN IP. Again, you can do everything as usual except getting reports on the screen or printer.
There is a mention in SECC documentation that users connected through modem (PPP) can not print reports. When you connect to PPP IP from your workstation, you are considered remote user from SECC's standpoint.
Solution : Use LAN IP when making connections from SMI to your server (in example above, 10.10.100.1).
That's it, you should have no more problems on this subject.
Enjoy
Haris