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Former Member

Unable to view report for the first time every morning.

When we log into crystal enterprise and try to view a report we get the following error every time:

There was an error retrieving data from the server: The Page Server cannot logon to the CMS. This is due to invalid security credentials. Please verify your user ID and password

Once you click to refresh the screen or got back and then forward to view the report, it works fine until the next morning. It appears that the nightly process is disconnecting the link to the page server either by services being restarted or a timeout due to inactivity.

This is a major issue for us because our users are complaining.

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4 Answers

  • Best Answer
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    Former Member
    Sep 08, 2008 at 12:23 PM

    Does anyone have a simple of a script that I could run to force these services to resync? It looks like it is because the CMS Service is being restarted everynight after the backup is run. I was wondering if there was some script that someone would have had that I could use to sync the services.

    Edited by: Eric Gutmann on Sep 8, 2008 8:27 AM

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    • Former Member

      Try to start your CMS first, put a sleep for 60/90 seconds after starting the CMS and then start the other services.

      If windows, you ll need the Resource Kit for the sleep command to be valid.

      It will give a chance to the CMS to fully initialize before other BO services get registered.

      On Unix, if integrated in the startservers script, it also permits to get rid of most (mind you: not all) of the "Registration failure" errors you can find in the var/log/messages (or equivalent depending on the flavour)

      For the different services' name, check in your Windows services console.

      The script should look like this:

      REM @ECHO off (remove the REM when the script is fully functionnal)

      NET START "Central Management Server"

      sleep 90

      NET START "Crystal Reports Page Server"


      pause (For testing only, to make sure you don't get any error around service naming or registration)

      Also, when stopping the services, stop the CMS last:


      NET STOP "Crystal Reports Page Server"

      sleep 30

      NET STOP "Central Management Server"

      On Unix:

      ./ -start cms

      sleep 60

      ./ -start pageserver

      ./ -start webi


      Unix services names are based on the first bit before LAUNCH in the ccm.config (e.g.: pageserverLAUNCH= webiLAUNCH=)

      Hope this helps.

      Edited by: Romain Anselin on Sep 8, 2008 1:58 PM

  • Sep 04, 2008 at 01:14 PM

    This problem is usualy happens when CMS server was restarted or went down and started again, while Page server was still running.

    Try restarting your Page server, it should re-sync with CMS and not show this problem again.

    If CMS server is restarted it is always a good practice to restart the rest of the servers after CMS is up again.

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  • Sep 04, 2008 at 02:01 PM

    Are you using a custom application or out-of-the-box ePortfolio or InfoView portal to view reports?

    If custom application, are all of your users logging onto Enterprise individually for their reports, or are you sharing a single EnterpriseSession for all your users?

    I'm not suggesting you're circumventing licensing, but the common cause of this issue is trying to use a single EnterpriseSession logon to service all users. If so, one will get this issue every morning, when the server token used between the Page Server and CMS times out.


    Ted Ueda

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    Former Member
    Sep 08, 2008 at 03:39 AM

    check ur event log to see if any of the BO services got restarted during the night. If there are any maintenance eg db down for backup, probably you want to write a script to trigger the BO services to shut down before the backup and to start them up in order again after the backup process is completed, so that the error u encountered will not re-appear.

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