Troubleshooting
Problem
A user logs-in to Tivoli Integrated Portal (TIP) and accesses Reporting-->Common Reporting (TCR). It fails with an HTTP 500 error and shows "The website cannot display the page" in Internet Explorer. Errors in cogserver.log and pogo_*.log reference errors in CertRequestHandler.process().
Diagnosing The Problem
The /opt/IBM/tivoli/tcr/cognos/logs/cogserver.log contains the following:
Original Error: DPR-ERR-2015 The SOAP request is malformed.
DPR-DPR-1035 Dispatcher detected an error.</messageString></message><message><messageString></messageString></message></messages> error occured processing pogo requestnulljava.lang.NullPointerException at com.cognos.accman.autoca.CertRequestHandler.process(CertRequestHandler.java:69)
The /opt/IBM/tivoli/tcr/cognos/logs/pogo_<YYYY-MM-DD>.log (where YYYY-MM-DD is the datestamp) contains the following:
2012-04-24 20:03:52.716 ERROR [ com.cognos.pogo.transport.PogoServlet] Thread-103: error occured processing pogo request java.lang.NullPointerException
at com.cognos.accman.autoca.CertRequestHandler.process(CertRequestHandler.java:69
Resolving The Problem
It was originally suspected that this had something to do with the certificate files needing to be rebuilt, but this was tried, and it did not fix the problem.
Later it was noticed that the TCR engine (i.e. Cognos system) was installed as 64-bit on a 64-bit Linux system, and the TCR UI (i.e. TIP) was installed as 32-bit on a separate 32-bit system. Mixed bitness is not allowed in distributed install environments; the TCR Engine and TCR UI installations must both be 32-bit, or both be 64-bit.
In this particular case, uninstalling the 64-bit TCR Engine, and reinstalling it as 32-bit, fixes the problem.
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Document Information
Modified date:
17 June 2018
UID
swg21592573