8-41
Cisco Customer Response Solutions Servicing and Troubleshooting Guide, Release 5.0(1)
Chapter 8 Troubleshooting Tips
CRS Historical Reporting Problems

After installing JRE, the user receives a message from real-time reporting

saying to install JRE

Symptom Upon opening a real-time reporting applet, a message box with information about the version
of JRE that is running and the required version of JRE appears. The user installs the required JRE version
yet still gets this message when opening a real-time report applet.
Error Message Message contains the JRE version.
Possible Cause The message appears when another version of JRE is installed on the machine as default
and is invoked at run time.
Recommended Action Uninstall that version of JRE from the Control Panel and reinstall the required JRE
version.
CRS Historical Reporting Problems
This section contains the following troubleshooting tips on CRS Historical Reporting problems:
• Exported PDF report does not print in landscape orientation, page 8-42
• User login missing in Windows XP after installing HR client, page 8-42
• Client and Server security policies do not match, page 8-43
• Charts do not appear properly in MS Excel format, page 8-43
• Columns of data missing in report in MS Excel format, page 8-43
• Records truncated in report in MS Excel format, page 8-43
• Agent names overwritten on charts, page 8-44
• RTF Report containing charts has tabular report headings, page 8-44
• Scheduler icon does not appear on Terminal Services client, page 8-44
• Reports do not execute at scheduled times, page 8-44
• Search dialog box and Preview tab appear in English on Windows system with locale set to German,
page 8-45
• Dialog box does not appear as expected when report is exported, page 8-45
• Error when choosing an option from the Historical Reporting web page, page 8-45
• Truncated report description in Historical Reports client, page 8-46
• Scheduled Historical Reports do not run, page 8-46
• The SQL Command Failed dialog box appears when you try to generate a historical report,
page 8-46
• Some information appears in English on a German system, page 8-47
• The Historical Reports client computer cannot connect to the CRS server, page 8-47
• A Database Connection Error 5051 error appears, page 8-47
• Export file name does not appear in Export dialog box, page 8-48
• Cannot point to local applications from the Database Server Configuration page, page 8-48