Lucent Technologies CentreVu Explorer II Version 1.0 For Windows NT Guide

							   CentreVu Explorer II Version 1.0 Installation for Windows NT 
Troubleshooting
Troubleshooting Tips for Windows NT5-15
Troubleshooting Tips for Windows NT5
Windows NT Event Log Error Messages Types5
The following types of error messages can appear:
lInformation—Used primarily for informational messages. Usually not 
indicative of a problem.
lWarning—Indicates that the error may be problematic.
lError—Indicates that a serious error occurred. This error class usually requires 
attention.
Installation Error Messages5
This table lists the installation error messages.
Error Message Corrective Action
This software will only run under Microsoft* 
Windows NT† Server 4.0.Install Windows NT Server 4.0 before 
attempting to install CentreVu Explorer II.
This installation requires NT Administration 
rights.The installer must be logged in to the NT 
server with an account that has administration 
rights. Log onto NT with an account that has 
administration rights. If your account does 
not have administration rights, have your NT 
administrator create a temporary account for 
you.
This machine does not have the correct version 
of Microsoft SQL Server installed.
Please correct the problem by installing 
Microsoft SQL Server 7.0 before attempting to 
perform this install again.The NT Server must have Microsoft SQL 
Server 7.0 loaded before attempting to install 
SQL Server 7.0. Complete the SQL Server 
installation before attempting to install 
CentreVu Explorer II. 
						

							   CentreVu Explorer II Version 1.0 Installation for Windows NT 
Troubleshooting
Troubleshooting Tips for Windows NT5-16
The database is currently version 1.0. This 
routine is not capable of upgrading from 1.0 to 
CentreVu Explorer II. Please contact the 
Lucent TSO for instructions. Install will now 
exit.Contact the National Customer Care Center.
*  Microsoft is a registered trademark of Microsoft Corp.
†  Windows NT is a registered trademark of Microsoft Corp.
Error Message Corrective Action 
						

							   CentreVu Explorer II Version 1.0 Installation for Windows NT 
Troubleshooting
Troubleshooting Tips for Windows NT5-17
Java Web Server Error Messages5
Error Message Occurs When Cause Corrective Action
Netscape is unable to 
locate the server 
Paintbrush:8080. 
Please check the server 
name and try again.User attempts to 
connect to a server 
through a browser.The Java 
WebServer is 
not running.Go to the Control Panel. 
Open the services applet. 
Highlight Java WebServer. 
Click start. Also, verify that 
the services startup 
configuration is set to 
automatic. 
Could not start the 
Java We b  S e r v e r  
service on 
\\PAINTBRUSH. 
Error 2140: An 
internal Windows NT 
error occurred. Administrator 
attempts to start 
the Java We b  
Server service.The Java 
WebServer was 
not shut down 
correctly, 
probably due to 
a fatal error. Press CTRL+ALT+DEL 
and select Task Manager. 
Click on the Processes tab. 
Find & highlight jrew.exe 
under image name. Click 
end process.
Not Found (404) User attempts to 
connect to a server 
through a browser.CentreVu 
Explorer did not 
initialize 
successfully.    Go to the Control Panel. 
Open the System applet. 
Click on the Environment 
tab. Verify that the 
classpath is similar to the 
following:
.;c:\jdk1.1.7A\lib\classes.zi
p;d:\JavaWebServer1.1\Exp
lorerV2\java;d:\JavaWe~1.
1\lib\jws.jar 
						

							   CentreVu Explorer II Version 1.0 Installation for Windows NT 
Troubleshooting
Troubleshooting Tips for Windows NT5-18
Applet 
CVEQueryBuilder not 
inittedUser clicks on 
Custom Query 
Builder link in 
CentreVu Explorer 
II navigation 
menu.There are 
several possible 
causes:
1. There is a 
firewall between 
the client and 
server which is 
preventing 
communication.
2. The client PC 
has an outdated 
browser or is not 
using the Java 
plug-in.
3. The 
rmiregistry 
service is not 
running.The possible resolutions are 
respectively:
1. Have the network 
administrator reconfigure 
the firewall., or put both 
client and server machines 
on the same side of the 
firewall.
2. Download and install the 
latest version of Internet 
Microsoft Explorer or 
Netscape Communicator. If 
a different browser is being 
used, install the Java plug-
in.
3. Stop the Java We b S e r v e r  
service. Start the 
rmiregistry service. Then 
restart the Java We b  S e r v e r  
service.
Microsoft Internet 
Information Server 
screen appearsUser attempts to 
connect to the 
server through a 
browserBoth IIS & JWS 
are loaded on 
the server. IIS 
has control of 
port 80 which 
handles web 
traffic and is 
preventing JWS 
from processing 
incoming HTTP 
requests.Go to the Control Panel. 
Open the Services applet. 
Highlight the World Wide 
Web Publishing service. 
Click Sto p. Then go into 
startup configuration and 
select disabled. Next 
highlight Java We b  S e r v e r  
and click Sta rt. Verify that 
the services startup 
configuration is set to 
automatic.
Error Message Occurs When Cause Corrective Action 
						

							   CentreVu Explorer II Version 1.0 Installation for Windows NT 
Troubleshooting
Troubleshooting Tips for Windows NT5-19
Data Import Service Messages5
This table lists the data import service messages.
Error Messages Corrective Action
The service was started.
INFORMATIONNo corrective action required. This is merely 
an informational message.
The service was stopped. 
INFORMATIONNo corrective action required. This is merely 
an informational message.
The CentreVu Explorer II Service was 
installed.
INFORMATIONNo corrective action required. This is merely 
an informational message.
The CentreVu Explorer II Service was 
removed.
INFORMATIONNo corrective action required. This is merely 
an informational message.
The initialization process failed.
WA R N I N GRecord the message and contact the National 
Customer Care Center. 
Could not read the file chrnnnn.xxx
WA R N I N GThe listed file could not be processed by the 
Data Import Service. 
Record the message and contact the National 
Customer Care Center.
chrnnnn.xxx file is either corrupt or invalid.
INFORMATIONAn External Call History data file from the 
CMS was not in the expected format. Record 
the message and contact the National 
Customer Care Center.  
						

							   CentreVu Explorer II Version 1.0 Installation for Windows NT 
Troubleshooting
Troubleshooting Tips for Windows NT5-20
Open Database Connection (ODBC) 
Error Messages
5
This table lists the OBDC error messages.
Database (DB)-Library Error Messages5
This table lists the DB-Library error messages. Error Message Corrective Action
[Microsoft] [ODBC SQL Server Driver] [SQL 
Server] Login failed
WA R N I N GAn attempt to login to SQL has failed. Record 
the message and contact the National 
Customer Care Center. 
[Microsoft] [ODBC Driver Manager] 
Connection not open 
WA R N I N GRecord the message and contact the National 
Customer Care Center. 
Error Message Corrective Action
DB-LIBRARY error - Unexpected EOF from 
SQL Server.  Connection broken. 
ERRORThe connection to SQL Server was lost. 
Record the message and contact the National 
Customer Care Center. 
DB-LIBRARY error - DBPROCESS is dead 
or not enabled. 
ERRORAn attempt was made to communicate with a 
non-existent process. 
Record the message and contact the National 
Customer Care Center. 
DB-LIBRARY error - Attempt to bind to a 
non-existent column. The file format of the ECH file from the CMS 
does not match what was expected. 
Record the message and contact the National 
Customer Care Center.  
						

							   CentreVu Explorer II Version 1.0 Installation for Windows NT 
Troubleshooting
Troubleshooting Tips for Windows NT5-21
Log-in Error Messages5
This table lists the Login- error messages
Service Affecting Automated Procedures5
This section documents the automated procedures within CentreVu Explorer II that 
cause service interruptions. The interruptions range from moments to over an hour 
in duration. The time of day is listed where applicable.
Data Import5
The Data Import Service runs continuously and is responsible for putting External 
Call History data from the Call Manager System (CMS) into the CentreVu Explorer 
II SQL Server database. The Data Import Service can be configured to check for the 
existence of new data from the CMS at any interval from one minute to several 
days. 
Each time the Data Import Service finds a file to import, it immediately inserts those 
records into the database. This procedure has the potential to lock out query requests 
for the duration of the import procedure, although the likelihood is quite small. The 
import procedure typically lasts less than one minute for call centers with large 
volumes of automatic call distribution (ACD) data. Error Message Corrective Action
Login failed, please try again. Try again with the correct password. Contact 
your administrator if you forget your 
password. 
						

							   CentreVu Explorer II Version 1.0 Installation for Windows NT 
Troubleshooting
Troubleshooting Tips for Windows NT5-22
Database Maintenance Procedures5
CentreVu Explorer II contains built in database maintenance procedures designed to 
keep the database healthy and responsive. These procedures are setup during the 
installation of CentreVu Explorer II and are scheduled to run automatically in the 
late evening and early morning hours. These maintenance procedures vary in 
duration depending on the size of the database, the call traffic, and the hardware that 
hosts the CentreVu Explorer II Server. The durations can range from a few seconds 
to hours depending on these variables. See Chapter 4, “Maintenance, ” for more 
information. 
						

							   CentreVu Explorer II Version 1.0 Installation for Windows NT 
Appendix
Windows NT Server Connection AssistanceA-1
ACentreVu
ExplorerCentreVu
Explorer II
AppendixA
Windows NT Server Connection Assistance1
The following sections provide assistance in connecting CentreVu®   Explorer II to 
your local area network (LAN). In particular, these instructions pertain to the 
administration of the Microsoft
* Windows NT† Server 4.0.
Note:Refer to the Microsoft software support manuals and your network 
administrator for further assistance.
*Microsoft is a registered trademark of Microsoft Corp.
†Windows NT is a registered trademark of Microsoft Corp. 
						

							   CentreVu Explorer II Version 1.0 Installation for Windows NT 
Appendix
Windows NT Server Connection AssistanceA-2
Establishing Server Network Connection1
Hardware1
Communication between CentreVu Explorer II and CentreVu Call Management 
System (CMS) is provided through a LAN connection. Additionally, for terminals 
external to the CentreVu Explorer II server, access is provided through a LAN.
Networks may be one of the following: 
lEthernet™ 
lToken Ring.
The appropriate hardware must be installed on CentreVu Explorer II respective to 
the network topology. Follow the instructions provided with the hardware interface 
to install the card in your system.
Software1
CentreVu Explorer II must be configured as follows to properly communicate with 
the CentreVu CMS. This configuration is accessed through the network system 
settings on your system. To access these settings:
1. Click the Start Button, point to Settings, and click Control Panel.
2. Double click the Network icon. This assigns the software configurations 
detailed in the following sections.