SWP Reports (Crystal Reports) Trouble:
1.  Make sure that you are using IE 5.5 SP2 or IE 6.0. The America Online browser will not function correctly.

2.  Does your screen look like a gray box with a red X?

The problem is that the Active-X control did not load. The control may not load if your security settings are set to prevent Active-X controls from loading.
a.  Select “Internet Options” from the “Tools” menu and click on the “Security” tab.
b.  Select “Internet” and then click the “Custom Level” button to open the “Security Settings” window.
c.  Make sure that, under “ActiveX controls and plug-ins”, ”Download signed ActiveX controls” is set to “Enable” or “Prompt” and NOT “Disable”.
d.  Setting the select box to “Medium” and clicking the “Reset” button in the “Reset custom settings” section will automatically set the above settings to an appropriate level to download and use the Report Viewer for ActiveX.
e.  When the computer asks you to approve the installation of “Crystal Smart Viewer for ActiveX” say “Yes”.
f.  You must have administrative rights to the computer or the Active-X control will not install successfully.

 

3.  Have you ever accessed a web application that is using a previous version of the Crystal Reports web components?

If this is the case, your computer may have an old version of the Report Viewer for ActiveX already installed. Removing this ActiveX object from the “Downloaded Programs Files” folder and downloading a new copy from the present application may resolve the problem.
You can access the “Downloaded Programs Files” folder from within Microsoft Internet Explorer. Follow steps 2a to 2d above and then take the following steps to remove and reinstall the Report Viewer for ActiveX from this client computer.
a.  Open the MS Internet Explorer (IE) browser.
b.  Choose “Internet Options” from the “Tools” menu.
c.  In the “General” tab click the “Settings” button.
d.  Click the “View Objects” button.
e.  Right-click on “Crystal Smart Viewer” or “Crystal Report Viewer Control” (or something similar depending on the version) and choose “Remove”.
f.  Search for and unregister (using regsvr32 / u ) all instances of the Crviewer.dll file on your computer. Reboot the computer and load a report.
g.  Close the browser and restart the computer.
h.  Call the report again through the browser. You will be prompted to install the new Report Viewer for ActiveX. Click “Yes” and it will be installed. The report will then be displayed.

 

4.  If there is no prompt to install the viewer and no report is displayed, then you have probably disabled the browser's automatic install facility. To correct that condition follow these steps.

a.  Select “Internet Options" from the “View” (“Tools”) menu.
b.   In the “Content” tab click on the “Certificates”, ”Personal”, or “Publishers” button in search of an entry called “Seagate Software”.
c.  Select this listing, click “remove”, close the browser, and restart the computer.
d.  Call the report again through the browser. You will be prompted to install the new Report Viewer for ActiveX. Click “Yes” and it will be installed. The report will then be displayed.

 

5.  If you receive the following message: “This page provides potentially unsafe information to an ActiveX Control. Your current security settings prohibit running controls in this manner. As a result, this page may not be displayed correctly” then check to make sure that comcat.dll is version 5.0 or higher. See Microsoft Q177943 for more information.

6.  If you are using Windows NT, Windows 2000, or Windows XP, make sure that you have security rights to the installation directory for Internet program downloads. You must have administrative rights to the computer or the Active-X control will not install successfully.

7.  Are you using a “proxy server” or a firewall? Ports 6401 and 6403 must be open (this is a “CORBA” connection that will be used if the ISAPI connection is not available). The proxy server must not cache data or web pages for the report client machine. In addition, the following file types must be permitted: .rdp, .etf, .emf, .epf, .cab, .tmp, .rpt

8.  Contact CrystalDecisions at http://support.crystaldecisions.com/homepage/ for more information.

To upgrade to Internet Explorer 6:
1.  Go to Windows Update. The address for this site is http://WindowsUpdate.Microsoft.com.
2.  Point to the All Products option. This option is located in the top left hand corner of the page. On the menu that appears, click on Downloads.
3.  On the Download Center page, find the section labeled Search for a Download. In that section, find the area labeled Product/Technology. Click on the arrow next to the box located under the Product/Technology heading and select Internet Explorer from the list. Click on the Go button.
4.  On the Search results page, find the heading labeled Internet Explorer 6 Service Pack 1 and click on the link.
5.  Click the Download link to start the download.
6.  To start the installation immediately, click Open or Run this program from its current location.
7.  Select the "I accept the agreement" option of the software agreement and click next.
8.  Select the Install Now (Typical set of Components) option to begin the download.
9.  Windows will handle the remainder of the update. Once the update is complete, restart you computer.
10.  After the restart, check to see what version of Internet Explorer you are running. Open your web browser, Click on Help and then About Internet Explorer. The window that appears will tell you what version you are running. If the version shown is not Internet Explorer 6, contact your Technical Support Staff