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Administrator Troubleshooting Guide for SAS OnlineDocumentation Troubleshooting: NOTE: Steps 1-3 are also included in the User Troubleshooting Guide for SAS OnlineDocumentation Problem: Searching returns "No matches found", a Java exception error, or other problems. The most common Java errors follow: Error accessing search tool: java.io.FileNotFoundException Error in search, java.lang.NullPointerException Solution: If you are running locally, from either a local install of the SAS OnlineDoc, or from the CDROM, use the following steps to determine the nature of the problem. After each step, reopen SAS OnlineDoc and try the search function.
Check to see if there is an automatic configuration script (Internet Explorer) or automatic proxy configuration (Netscape) specified. Internet Explorer: Tools->Internet Options->Connections->LAN Copy the address in the ‘Use automatic configuration script’ box to the Proxy Address box. Then disable ’Use automatic configuration script’ by removing the checkmark. The address will be grayed out. Go to #2. NOTE: If you disable ‘Use automatic configuration script’ and do not enable Proxy servers, you may not be able to access the Internet due to your site’s firewall. This may also occur if you disable the ‘Use automatic configuration script’ without copying the address to the Proxy Server Address. Netscape: Edit->Advanced->Proxies Disable ’Automatic Proxy Configuration’ by enabling either ‘Direct connection to the Internet’ or ‘Manual Proxy Configuration’. The address in the Configuration location (URL) box will be grayed out. NOTE: When ‘Automatic Proxy Configuration’ is disabled, you may not be able to access the Internet due to your site’s firewall. If you enable ‘Manual Proxy Configuration, see the note below and then go to #2. If not, click OK. NOTE: If you choose to set up a manual proxy configuration, you will need to copy the address from the Configuration location to the HTTP box when you enable ‘Manual proxy configuration’ and choose View.
Internet Explorer: Go to Tools->Internet Options->Connections Click on LAN settings. If the box beside ‘Use a proxy server’ is checked, make sure that the box beside ‘Bypass proxy server for local addresses’ is also checked. In addition, it may be necessary to explicitly exclude host names from being proxied. To do this, from the LAN settings window, click on ‘Advanced’. Include your local machine IP address, ‘LocalHost’, and 127.0.0.1 in the ‘Exceptions’ box. To locate your machine IP address, see the NOTE below. Netscape: Go to Edit->Preferences Click on the ‘+’ beside ‘Advanced’. This will expand the ‘Advanced’ menu. Choose ‘Proxies’. If a manual proxy server is chosen, click on ‘View’ to open a window that will allow exceptions to be entered. Include your local machine IP address, ‘LocalHost’, and 127.0.0.1 in the ‘Exceptions’ box. To locate your machine IP address, see the NOTE below. NOTE: To find your machine IP address, open SAS OnlineDoc, click on the ‘Search’ tab, and press the CTRL-F5 key combination to turn on debugging in the Java console. Then, open the Java console. Internet Explorer: Go to View->Java Console Netscape: Go to Communicator->Tools->Java console Go back to the SAS OnlineDoc and enter the search string of your choice. The Java console should report the query path that is being constructed by the search program. The query path displays the IP address. 3. Grant security permissions when requested. If a security dialog box opens when you launch SAS OnlineDoc using an Internet Explorer browser window, or when you attempt to search the OnlineDoc in Netscape, you need to answer ‘Yes’ to the request for additional permissions. If these permissions are not granted, searching will not work. NOTE: If you use Internet Explorer, and you do not recall seeing a security permissions dialog box when you first opened SAS OnlineDoc, you may need to remove SAS Institute from the Publishers list and reopen SAS OnlineDoc. Internet Explorer: Go to Tools->Internet Options->Content->Publishers and highlight SAS Institute, Incorporated and Remove. Invoke SAS OnlineDoc. You should receive a Security Warning dialog box. Check the box "Always trust content from SAS Institute, Incorporated and click on Yes. 4. Make sure that the IP address is correct and can be accessed outside SAS OnlineDoc. If you continue to have problems searching after insuring that your setup conforms to steps 1-3 above, open SAS OnlineDoc, click on the ‘Search’ tab, and press the CTRL-F5 key combination to turn on debugging in the Java console. Then, open the Java console. Internet Explorer: Go to View->Java Console Netscape: Go to Communicator->Tools->Java console Go back to the SAS OnlineDoc and enter the search string of your choice. The Java console should report the query path that is being constructed by the search program. The query path displays the IP address. Verify that the displayed IP address at the beginning of the path can be accessed with the system PING command. Windows: Go to Start->Programs->Command Prompt Type the following command and press enter: Ping <IP address> Expected Results: Pinging <IP address> with nn bytes of data: Reply from <IP address>: bytes=nn time<xxms TTL=yyy Reply from <IP address>: bytes=nn time<xxms TTL=yyy Reply from <IP address>: bytes=nn time<xxms TTL=yyy Reply from <IP address>: bytes=nn time<xxms TTL=yyy Variables nn, xx, and yyy are numeric values. Other Operating Systems: Go to the system prompt and type the following command and press enter: Ping <IP address> If you do not receive the expected results, verify that your TCP/IP address or your host name and domain suffix are entered within your computer’s TCP/IP configuration. A) To determine TCP/IP address: Windows NT: Go to Start->Settings->Control Panel->Network->Protocols->TCP/IP Protocol->Properties->IP Address->Specify an IP address NOTE: If ‘Obtain an IP address from a DHCP server’ is enabled, then go to B. Windows 95 and 98: Go to Start->Settings->Control Panel->Network->Configuration->The following Network Components are installed, and select TCP/IP->Properties->IP Address-> Specify an IP address NOTE: If ‘Obtain an IP address automatically’ is enabled, then go to B. B) To determine Host Name and Domain Suffix: Windows NT: Go to Start->Settings->Control Panel->Network->Protocols->TCP/IP Protocol->Properties->DNS->Host Name Go to Start->Settings->Control Panel->Network->Protocols->TCP/IP Protocol->Properties->DNS->Domain Suffix Search Order Windows 95 and 98: Go to Start->Settings->Control Panel->Network->Configuration->TCP/IP->Properties->DNS Configuration->Host Go to Start->Settings->Control Panel->Network->Configuration->The following Network Components are installed, and select TCP/IP->Properties->DNS Configuration->Domain Suffix Search Order If either your TCP/IP address or your Host Name and Domain Suffix are listed in your computer’s TCP/IP configuration, and you have access to the NSLOOKUP command, try the following: At the command prompt, type the following command and press enter: NSLOOKUP <IP Address> Expected Results: Server: server_name.com Address: 98.98.98.98 Name: <hostname.domain> Address: <IP address>
If you receive: Server: server_name.com Address: 98.98.98.98 DNS request timed out. Then, type the following command and press enter: NSLOOKUP <server_name.com> Expected Results: Server: server_name.com Address: 98.98.98.98 If you receive ‘server not found’, then either you are not connected to the network or your server is down. NOTE: If you receive an error like the following: "*** server_name.com can’t find myhost.pc.com: Non-existent domain." then your domain is not connected to your server.
5. Insure that the TCP connection is working properly. The TCP connection can be tested by manually running the ixcgi executable from a command line. If you are using Windows, for example, go to the directory where the ixcgi.exe file is located. Windows: Go to Start->Programs->Command Prompt Type the following command and press enter: cd c:\program files\sasOnlineDocv8\sasdoc\sashtml\scripts Then run the following command: ixcgi detach=5555 Then, from the browser, enter a URL of the form:
Where xxx.yyy.com is your host and domain name. This should return an HTML page with "No parameters located".
6. Make sure your computer name or ID is the same as your Host Name, including capitalization. Windows NT: Go to Start->Settings->Control Panel->Network->Identification->Computer Name Go to Start->Settings->Control Panel->Network->Protocols->TCP/IP Protocol->Properties->DNS->Host Name Windows 95 and 98: Go to Start->Settings->Control Panel->Network->Identification->Computer Name Go to Start->Settings->Control Panel->Network->Configuration->The following Network Components are installed, and select TCP/IP->Properties->DNS Configuration->Host
7. Make sure your Domain Suffix is included in the Domain Suffix Search Order. Your domain suffix would follow your host name. For example, if your URL is Windows NT: Go to Start->Settings->Control Panel->Network->Protocols->TCP/IP Protocol->Properties->DNS->Domain Suffix Search Order Windows 95 and 98: Go to Start->Settings->Control Panel->Network->Configuration->TCP/IP->Properties->DNS Configuration->Domain Suffix Search Order
8. If your SAS OnlineDoc is installed locally and searching does not work even after following suggestions in the above steps, you may need to modify the applet.htm to explicitly specify using the ‘LocalHost’ value. To do this, open the applet.htm file in a program editor such as Notepad, and add the following line: <param name=LocalHost value="localhost">
To download MS VM go to the following URL and choose the Microsoft VM (build 3802) and choose the download for your operating system: Once downloaded, you may receive a message that looks similar to the following: Do you want to install and run "c:\Temp\JVMF5C.tmp" signed on date time and distributed by: SAS Institute, Incorporated. Check the box next to ‘Always trust content from SAS Institute, Incorporated’ and choose ‘Yes’. |
