Troubleshooting
Problem
User launches Controller client. An error appears.
Symptom
Screen:
![image 2212](/support/pages/system/files/inline-images/image_2212.png)
System.Web.Services.Protocols.SoapException: Server was unable to process request. ---> System.NullReferenceException: Object reference not set to an instance of an object.
at Cognos.Controller.Proxy.ControllerReportNetService.RepNet.GetUserInfo(String sGuid, String sUser, String passportId)
at Cognos.Controller.Proxy.CCRWS.GetUserInfo(String sGuid, String sUser, String passportId)
--- End of inner exception stack trace ---
at Cognos.Controller.Forms.Common.Main.DoLoginCognos8(Form& frm)
at CCR.AppContext.DoLogin()
at CCR.AppContext.Login()
at Cognos.Controller.Proxy.ControllerReportNetService.RepNet.GetUserInfo(String sGuid, String sUser, String passportId)
at Cognos.Controller.Proxy.CCRWS.GetUserInfo(String sGuid, String sUser, String passportId)
--- End of inner exception stack trace ---
at Cognos.Controller.Forms.Common.Main.DoLoginCognos8(Form& frm)
at CCR.AppContext.DoLogin()
at CCR.AppContext.Login()
Event Viewer:
![image 2213](/support/pages/system/files/inline-images/image_2213.png)
Cause
There are several possible causes for similar errors.
- See separate IBM Technotes for more examples.
This Technote specifically relates to the scenario where the cause is that the Cognos Analytics (CA) server has disabled access via the older TLS versions (1.0 and 1.1), therefore will only accept connections via TLS v1.2.
- TIP: For more details, see separate IBM Technote #883036.
Environment
All of the following are true:
- Controller has been configured to use CAM authentication
- Controller configured to connect to Cognos Analytics (CA) server via HTTPS:
![image 2211](/support/pages/system/files/inline-images/image_2211.png)
- Cognos Analytics server has TLS 1.0/1.1 disabled
Resolving The Problem
On the Controller application server, reconfigure .NET 4.0 to force it to use TLS 1.2.
Steps:
1. Logon to the Controller application server as a Windows administrator
2. Open the registry editor, by clicking on ‘Start’ menu and typing: REGEDIT
![image 2215](/support/pages/system/files/inline-images/image_2215.png)
3. Navigate to the following path: [HKEY_LOCAL_MACHINE\SOFTWARE\Microsoft\.NETFramework\v4.0.30319]
4. Right-click on v4.0.30319 and select New –> DWORD (32-bit)
![image 2217](/support/pages/system/files/inline-images/image_2217.png)
- Set the name to: SchUseStrongCrypto
- Set the value to: 00000001
Related Information
Document Location
Worldwide
[{"Business Unit":{"code":"BU059","label":"IBM Software w\/o TPS"},"Product":{"code":"SS9S6B","label":"IBM Cognos Controller"},"Component":"","Platform":[{"code":"PF033","label":"Windows"}],"Version":"10.4.2","Edition":"","Line of Business":{"code":"LOB10","label":"Data and AI"}}]
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Document Information
Modified date:
28 January 2020
UID
ibm11283728