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  • 1.  Failing to Connect to PAW when using PAfE

    Posted Fri May 27, 2022 06:15 AM
    We have deployed PAfE 2.0.70 to our large user base successfully.

    However, for around 25 users, we are experiencing issues whereby upon launching Excel, they try to connect to the connections, and the PAW splash screen locks as white for around 15 seconds and then crashes Excel

    No connection is established and therefore the user is not presented with the list of datasources to connect to

    We just can't figure out why these users cannot connect

    We've done the usual IE related things of clearing things down etc and also deleted the OfficeConnection folders to recreate profiles, but this has not worked either.

    The users are setup in PAW, they can access PAW via URL, but in PAfE, we just can't get them connected

    I'm looking for any advise/recommendations/solutions on the a fix.

    I've a ticket raised, but at the moment, that is recommending either changes to the registry of the users machines or a deletion/recreation of the users' network profile, both of which seem a bit drastic

    We are using PAL 2.0.9.11, PASS 2.0.73, PAW 2.0.73 and PAXL 2.0.70

    Thanks

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    AJAY CHANDHOK
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    #PlanningAnalyticswithWatson


  • 2.  RE: Failing to Connect to PAW when using PAfE

    Posted Fri May 27, 2022 12:06 PM
    Hi,
    A work around we discovered when the regular connect button does not work, is to use the task panel and click on the icon in the upper right corner to select the instance.


    Our Excel was not crashing, just hanging at a white screen.

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    Scott Brown
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    Original Message


  • 3.  RE: Failing to Connect to PAW when using PAfE

    Posted Fri May 27, 2022 12:18 PM
    best to pursue this as a support matter, if it was just auth hanging my advice would vary, but since there's a crash it needs some investigation.

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    Ted Phillips
    IBM
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    Original Message


  • 4.  RE: Failing to Connect to PAW when using PAfE

    Posted Sat May 28, 2022 07:26 AM
    Thanks Ted

    Ticket raised with support some days ago. Latest suggestions is to make registry changes on the machine, under the LOCAL_MACHINE path however our testing reveals this be more user issue, as two different users can log onto the machine, one can access PAfE without any issues, the other gets the white screen of death.

    Not sure how to check what is blocking the failing user, whether there is a GPO or something else



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    AJAY CHANDHOK
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    Original Message


  • 5.  RE: Failing to Connect to PAW when using PAfE

    Posted Mon May 30, 2022 04:32 AM
    Have you checked the logs on the users machine? That may give some indication
    C:\Users\<UserName>\AppData\Local\Cognos\Office Connection\Logs

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    Simon Saul
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    Original Message


  • 6.  RE: Failing to Connect to PAW when using PAfE

    Posted Wed June 01, 2022 07:53 AM
    The CognosSessionMonitor logs show nothing at all

    In the Excel log *.json files I see a multitude of things but nothing clearly pointing to the reason, eg:

    • "PAfECOMAddin.UnzipResource()" : "Invalid log arguments provided 0, expected 3" } },
    • "Message" : "The file 'C:\\Users\\ <USERNAME>\\AppData\\Local\\Cognos\\Office Connection\\EULAs\\Cognos.Office.Reporting.Resource.EULA.EULA.cs.resources' already exists." ,
    • "Message" : "Exception has been thrown by the target of an invocation." ,
    • "Message" : "Exception of type 'Cognos.Office.Framework.DataSource.HTTPAuthenticationException' was thrown." ,

    I'm not sure what this is telling me to be honest

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    AJAY CHANDHOK
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    Original Message