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In CRS 3.x, the user receives the Unable to connect to the server error message when the user tries to run any real-time report from the CRA administration web page

Core Issue

This issue can occur for these reasons:

  • The Response Time Reporter (RTR) client does not have the correct IP to connect to the server when the server      uses two Network Interface Cards (NICs). AppAdmin simply uses Java to get the IP address of its host,      which may happen to have multiple NICs. The IP that AppAdmin sends to RTR may      not be the one connectable to AppAdmin Engine. This problem is related to the      NIC binding order. If the Customer Respons Solutions (CRS) server running VoIP monitor      has two NICs installed, the NIC for normal CRS traffic should be on the top    of the TCP/IP binding order and the NIC for VoIP monitor traffic should be      bound to TCP/IP behind the other NIC. If the NIC for VoIP monitor traffic      is bound to TCP/IP first, it causes the Customer Response Applications (CRA) engine starting failure.

    This issue is documented in Cisco bug ID CSCec28917.

  • The proxy server setting on the browser impedes underlying Remote Method      Invocation (RMI) communication, or the RTR subsystem or the database subsystem is not running.

Resolution

To resolve this issue, perform these steps:

Disable the extra NIC, and wait a few minutes for the change to be picked up.     

Restart the AppAdmin. Go to Programs > Administrative Tools > Services, and select CiscoCRAServletEngine.     

Right-click the CiscoCRAServletEngine service and choose Restart.

Note: The issue is resolved in CRS version 3.5(1). To download this version, refer to Software Download-Cisco Customer Response Solutions Version 3.5 .

If this procedure does not resolve the issue, perform these steps:

  1. From Internet Explorer, choose Tools > Internet Options > Connections > LAN settings, and then uncheck the Use a proxy server check box.  

      

  2. Make sure that the RTR and database subsystems are running.

For more details about resolving CRA/CRS issues, refer to these documents:

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