CCS deployment is a complex of interlocking pieces. From time to time, it is possible that some part of the system may fail. If a failure occurs, the troubleshooting guide can help you to correct it.
In addition to the troubleshooting guide, you should consult the technical support knowledge base. The knowledge base includes references to additional issues and includes additional symptoms and corrective actions.
The knowledge base is available at the following URL:
The following table lists possible deployment problems and their associated causes and resolutions.
Table: Deployment troubleshooting
Installer displays the Copying CR 2010 LA fix file warning
The Crystal Reports 2010 hotfix is installed automatically during the CCS installation. If the hotfix fails to install automatically, the following warning message is displayed in the Warning panel of the CCS installer.
Copying CR 2010 LA fix file.
To install the hotfix manually on Windows Server x64, extract the secSSOwin64_x64 file located in the Redist folder of the product media, to the location C:\Program Files (x86)\SAP BusinessObjects\Crystal Reports for .NET Framework 4.0\Common\SAP BusinessObjects Enterprise XI 4.0\win64_x64\. Extract the secSSOwin32_x86 file located in the Redist folder of the product media, to the location C:\Program Files (x86)\SAP BusinessObjects\Crystal Reports for .NET Framework 4.0\Common\SAP BusinessObjects Enterprise XI 4.0\win32_x86\.
To install the hotfix manually on Windows Server x86, extract the secSSOwin32_x86 file located in the Redist folder of the product media, to the location C:\Program Files (x86)\SAP BusinessObjects\Crystal Reports for .NET Framework 4.0\Common\SAP BusinessObjects Enterprise XI 4.0\win32_x86\.
Installer displays the Create Connector tables in the production database warning during upgrade
If you are upgrading to CCS 11.0 from a previous version of CCS and the installer displays critical errors. When you rectify the errors and you relaunch the installer to upgrade again, the Warning panel of the CCS installer displays the following warning messages
Create Connector tables in the production database
Ignore the warning message.
Installer does not launch the Migration utility after upgrade
If you are upgrading from CCS 10.0 to CCS 11.0 and the installer displays critical errors. When you rectify the errors and you relaunch the installer to upgrade again, the installer does not launch the Migration utility after upgrade.
Migrate the CCS databases using the MigrationUtility.exe located in the <installation directory>/Symantec/CCS/Reporting and Analytics folder of the installed product.
Installer displays critical errors during fresh installation
Installer displays critical errors while installing CCS for the first time.
Uninstall the product, rectify the errors and then re-install the product by performing the following steps:
Launch the CCS setup.
The installation wizard detects a previous installation of CCS installed on the computer, and displays the Maintenance panel.
Use the Uninstall option to uninstall the product.
Rectify the errors.
Relaunch the setup to install the product again.
Failed Application Server Installation
The domain account credentials that are used for the component are not valid.
Supply valid credentials.
The c:\Windows folder does not allow software to be installed.
Specify a different location to install the product.
The C:\Program Files folder on the Application Server host is compressed.
Uncompress the C:\Program Files folder on the Application Server host. Reinstall the Application Server instance.
Certificate does not match specified computer
The ping utility has different results for the target computer when run from the Application Server and from the target computer itself.
Correct network errors to ensure that the same information appears when you use the ping utility from all computers.
An incorrect certificate type was specified during certificate creation.
Create a new certificate of the correct type.
Application Server or CCS manager fail to start
Host computer does not have Internet connectivity or connection to the VeriSign web server is blocked.
Provide access to the VeriSign Web server the first time the service starts. You can also disable certificate checking for all components on the host. Finally, you can manually download the Certificate Revocation List from VeriSign and install it on the host.
Unable to start Certificate Management Console
A password error appears when the Certificate Management Console is started.
Verify that the user supplies the same password that was supplied during installation of the Application Server.
The Certificate Management Console fails to start.
Verify that the user is an administrator of the Application Server.
Verify that the user is a CCS Administrator.
Synchronization jobs fail to complete after migration
This error occurs because the synchronization job requires additional SQL Server permissions.
You should use the SQL Manager to assign the EXECUTE permission on the sp_upgradestats object to the database owner (dbo) of the CSM_Reports reporting database.
Imported Document ID: HOWTO76981
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