Web Report not returning result

[twrookie]

Hi, please help coz I know nothing about Cognos but somehow I have to support this product. Here is my problem.

I have a report on the web site that my user is having problem, however, i can't duplicate the isse. the report is running fine for me.

What happen is my user having trouble to see the result. The report seems running forever. The user clicked the "action", input the report parameters, and hit "finish", the screen has "Your report is running" forever. To me, the report only runs for 2 min and return the result in spreedsheet. I monitored the Server (Server Administration - Impromtu Web Reports) while she is running the report, it ran and finished normally. What she told me was the report was working in her old machine. She got a new machine and this was the first time she ran the report and failed. Is there any set up required in order to see the Cognos report?

This is urgent coz the user needs to generate reports for her customers. Any thoughts/help is appericated.

Thanks,
Tara

 

[DoubleD]

What format is the report exporting to?
(Excel or CSV) I list only those two based on your reference to spreadsheet. Is Excel installed and working properly on her PC?

Is this the only report that doesn't work, or do they all fail?

Are you inputting identical parameters?
When the report is done running in Server Administration, it still has to be opened by her PC. How large is the file attempting to be opened?

These are just starters, without a better understanding of the environments, it's hard to know for sure.


Pain is stress leaving the body.

DoubleD

 

[twrookie]

Hi DoubleD,

Thanks for your respond.

The output format is Excel. Result file is very small. File size is less than 200K. Identical input parameters.

I will confirm others with the user and get back to you.

Thanks,
Tara

 

[twrookie]

Hi DoubleD,

User has confirmed her Excel is running fine and all reports are not working. The screen is at "Your report is running" for ever. Any thought?

Thanks,
Tara

 

[DoubleD]

Is it just reports exporting to Excel that fail, or all output formats?
Are you sure that an instance of Excel is not opening separate from her IE instance?
Also, what version of IWR are you using?

Pain is stress leaving the body.

DoubleD

 

[DoubleD]

You can try opening an xls file from her browser. If it fails, there's a problem with the browser installation. Reinstall the browser and try again.

To ensure it's her machine, try signing on with her ID from your machine. Does the report open correctly? If so, it's machine specific. Machine specific would suggest a problem with her Excel installation or her browser installation. If the browser reinstall doesn't fix it, try Repairing Office.

Pain is stress leaving the body.

DoubleD

 

[twrookie]

Hi DoubleD,

The IWR is version 7.

The cognos login is set up for the group. Not user specific. So if I login with the group id and works. Is it enough to say that the problem is machine(browser/excel) related?

By the way, she is running Excel 2003 which is same as mine. And she has no problem to open other cogons excel report if the report is already generated.

Any idea?

Thanks for helping,
Tara