This is an archive related to a previous version of Esri Maps for IBM Cognos. If you need the current version go to http://doc.arcgis.com/en/maps-for-cognos/.
This topic provides some basic troubleshooting strategies and describes a few of the most common issues related to viewing map-enabled reports in PDF and Excel formats.
When a report is viewed in PDF or Excel formats, map images are uploaded to EM4C Server. The image files are temporarily written to disk in the location specified by the IMAGE_TEMP_FOLDER property in <em4c_location>\webapps\em4c\WEB-INF\web.xml. By default, the temporary image folder location is <em4c_location>\webapps\em4c\temp\images.
The first thing to verify when troubleshooting issues with viewing maps in PDF or Excel formats is whether the map images have been uploaded to the temporary image folder on EM4C Server. If the images are not uploaded, verify that EM4C Server is running and that the temporary image folder is writeable.
If the map images have successfully uploaded to EM4C Server but the map is still not appearing in the PDF or Excel report, it is likely a configuration problem, either with IBM Cognos or with Esri Maps for IBM Cognos. You can determine whether the cause of the issue is your IBM Cognos configuration or your Esri Maps for IBM Cognos configuration by creating and testing a report with only a static image. The image must be located on the IBM Cognos Gateway (for example, <cognos_gateway_machine>\ibmcognos\em4c\images\move_down.gif) and must be referenced using a relative URL (for example, ..\em4c\images\move_down.gif). If the image does not appear when you view the report in PDF and Excel formats, there is a problem with your IBM Cognos configuration.
If the image does appear in the test report, there may be a problem with your Esri Maps for IBM Cognos configuration. To begin troubleshooting, verify that the following requirements have been met:
When a map is viewed or printed from Internet Explorer, some characters may be missing in the map image if the EM4C Server does not have a TrueType font installed that supports the characters displayed in the map. In such cases, you must locate a TrueType font that supports the necessary characters and either install it as system font or put a copy of the font into the \fonts\fallback folder on the EM4C Server. After installing or placing the new font, the EM4C service must be restarted for the changes to take effect.
The following steps outline how to put a copy of the TrueType font on the EM4C Server. These steps must be completed by an administrator and must be performed on each EM4C Server in your environment.
<em4c_location>\bin\jre-server\lib\fonts\fallback
When rendering a map in PDF or Excel format, Esri Maps for IBM Cognos generates an image of the map as it is displayed in HTML. To generate the map image, Esri Maps for IBM Cognos requires that the map be rendered when the PDF or Excel format is chosen.
For this reason, if a report has maps on multiple pages, only the maps on the currently displayed HTML page are rendered in the PDF or Excel output document. If you want to print all of the maps in a multi-page report, you must print each page individually to properly display the image snapshot of each map in the printed output. For each page containing a map, browse to the HTML page you want to print, choose the desired output format, and find and print the page in the output document.
When a white box appears in place of the map in a report viewed in PDF or Excel 2007 format, one of the following might be the cause:
To set up trust between the web server and IBM Cognos, the IBM Cognos administrator must import the SSL certificate Chain of Trust into the IBM Cognos CA keystore. For more information, see Knowledge Base article 44377.
After selecting a report format while viewing a map-enabled report in HTML, a spinning cursor may appear over the map while you wait for the report to generate. This issue can occur when using Mozilla Firefox or Google Chrome in a system environment in which Internet Information Services (IIS) is used as the web server for the EM4C Gateway. For more information and steps to resolve this issue, see Knowledge Base article 43279.