How to resolve an error seen in launching some of the CA Service Desk Manager (CA SDM) out of the box Crystal Reports (such as Asset List report): " [RCIRAS0546] ---- Error code:0 [CRWEB00000119]"

Document ID : KB000031646
Last Modified Date : 14/02/2018
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Question:

How to resolve an error seen in launching some of the CA Service Desk Manager (CA SDM) out of the box Crystal Reports (such as Asset List report):

The viewer could not process an event. Your request could not be completed because a failure occurred while the report was being processed. Please contact your system administrator. [RCIRAS0546] ---- Error code:0 [CRWEB00000119] 

 

Answer: 

1) Locate and find the file: ivoa25.ini (32 bit Client ODBC)

1) If CABI is installed on different host than the CA SDM server, the file path for ivoa25.ini is - C:\Program Files (x86)\CA\SC\CASD_ODBC\ivoa25.ini

2) If SDM and CABI are installed on the same host, the file path for ivoa25.ini is - C:\Program Files (x86)\CA\Service Desk Manager\add-ons\oaodbc72\ivoa25.ini

2) Identify below lines towards the bottom of that file:

;[WorkArounds]

;UnloadICUMessagesDLL=0

 

3) Remove the ; in front of both lines so it should look like:

[WorkArounds]

UnloadICUMessagesDLL=0

 

4) Save the file and test your report.

 

Additional Information:

When using CA SDM 14.1 Crystal Reports via CA Business Intelligence (CABI) 4.1, an error like below might surface:

The viewer could not process an event. Your request could not be completed because a failure occurred while the report was being processed. Please contact your system administrator. [RCIRAS0546] ---- Error code:0 [CRWEB00000119] 

 

1) Increasing Windows system resources on the CABI host to 16GB RAM (16 GB is minimum recommended) helps alleviate a bit, but the error is not fully resolved. 

2) WEBI reports function fine,  only Crystal Reports exhibit this behavior. 

3) The same reports would function fine using CABI 3.1, 3.2, 3.3.  Problem surfaces only with CABI 4.1 release.

4) If the same Crystal Report is run via Crystal Designer/Developer, the error does not happen. The error occurs only via BI Launch Pad or Central Management Console (CMC)

5) This is also documented as a Known issue in 14.1 Known Issues section: https://wiki.ca.com/display/CASM1401/CA+Service+Desk+Manager+Known+Reporting+Issues#CAServiceDeskManagerKnownReportingIssues-UnabletoRuntheCrystalReports  

6) All the reports were created using same ODBC drivers. Progress Software (also known as: Data Direct OpenAccess SDK ODBC driver 7.2.0.00029). 

7) The same problem persists whether CABI is setup with SQL server or Oracle databases.