Product:
Cognos Controller 8.5

Symptom:
Error when you try to start Microsoft Excel from inside Cognos Controller by click on the excel icon on controller menu, or start a company – data entry session.

Error Message for the user:

Information
The Excel-link is not installed.
OK

Problem:
This can happen both with Excel 2003 and Excel 2007. Only seen on Terminal Servers/Citrix servers there the Cognos Controller client is installed.

If you check inside Excel under the Add-in dialog you see that ControllerXL exist instead for the “IBM Cognos 8 Controller Link”, this may be a sign that you need to reinstall Microsoft Office with all the add ones.

Solution:
(only use this solution after you have tried all the other suggestions you may have found)
(like check excel.exe.config exits, caspol –lg, reinstall of Cognos Controller excel link)

Uninstall the Cognos Controller excel add in from controller panels Add/remove programs.
Uninstall Microsoft Office completely.
Reinstall Microsoft Office (2003) and select all shared options in the Microsoft Office package.
Install the Cognos Controller excel add in from the file controllerclient.msi.

Reboot terminal server and test again.

Product:
Cognos Controller 8.5

Symptom:
When you try to start Cognos Controller from the link in Cognos Connection you get an error inside Internet Explorer:

CGI Error
The specified CGI application misbehaved by not returning a complete set of HTTP headers.

Cause:
The virtual directory’s on the Controller Applications IIS is not correct setup.

Solution:
Go to Internet Information Service on the Controller Application server.
Delete the virtual directory Cognos8

Create a new Cognos8 virtual directory and all the underlying directories needed for Cognos Controller application.

Following virtual directories should be created under the default web site:
/Cognos8 – Read
\Cognos\c8\webcontent
/Cognos8/cgi-bin – Read, Run Scripts & Executables
\Cognos\c8\cgi-bin

/Cognos8/Controllerbin – Read, Run Scripts
\Cognos\c8\WebContent\ccr
/Cognos8/Controllerserver – Read, Run Scripts
\Cognos\c8\ControllerProxyServer
/Cognos8/Controllerhelp – Read
\Cognos\c8\webcontent
/Cognos8/Controller– Read, Run Scripts
\Cognos\c8\WebContent\ccr

(Then redirection virtual directory Controller to /cognos8/controllerbin/ccr.exe)

Restart the Controller Application server and try again.

Product : Cognos Controller

Symptom
Screen error:
The installed version of the Cognos Controller Link add-in doesn’t match the server file version and the add-in might not work as expected. Contact your system administrator for an upgrade of the add-in files.
or
The installed version of the IBM Cognos 8 Controller Link doesn’t match the server file version

Problem
User launches any functionality in Controller which uses the Excel link. User receives the error message.

Cause
There are several potential causes for this error message:

Option 1
Invalid registry entry from third-party software
The Controller Excel-link is checking which version is installed by looking at the uninstall key (HKEY_LOCAL_MACHINE\SOFTWARE\Microsoft\Windows\CurrentVersion\Uninstall) in the registry. If a subkey name on the uninstall key contains a trailing space character, the check fails resulting in this error.

Option 2
Controller registry key from older Controller client version was not successfully uninstalled before the new client version was installed

Solution
Option 1:
Locate the registry entry (under the uninstall key) which contains a trailing space. Then rename it so that the key name does not end with a space (‘ ‘) character.
Warning: Always backup registry before editing! Incorrect modifications can cause serious problems to your system.

For example, third party software ‘Altiris Carbon Copy Solution’ leaves an invalid registry key.

1. Launch REGEDIT
2. Navigate to the key: HKEY_LOCAL_MACHINE\SOFTWARE\Microsoft\Windows\CurrentVersion\Uninstall
3. Create export from HKEY_LOCAL_MACHINE\SOFTWARE\Microsoft\Windows\CurrentVersion\Uninstall structure to a “.REG” file
4. Locate the subkey “Altiris Carbon Copy Solution Agent ”
5. Rename this to “Altiris Carbon Copy Solution Agent”
6. Close Regedit
Option 2:
Uninstall any Controller Excel link client version (from the client PC)
1. Logon to the client PC as an administrator
2. Open ‘Control Panel’, and launch ‘Add/Remove Programs’
3. Search for an entry relating to ‘Cognos Controller link add-in’
4. Highlight this entry, and click ‘Add/Remove’ and follow the wizard to uninstall the client

Re-install the ‘correct’ client version
1. Launch Internet Explorer
2. Launch http://controllerserver/cognos8/controllerbin/controllerclient.MSI
3. Choose to ‘save’ this file on your desktop
4. Close Internet Explorer
5. Double-click on the file ‘ControllerClient.MSI’ on your desktop
6. Follow the install wizard to perform a default install
7. Test by launching Controller