Environment
Reflection for the Web 2014 (All Editions)
Reflection for the Web 2011 (All Editions)
Reflection Security Gateway 2014
Reflection for the Web 2011 (All Editions)
Reflection Security Gateway 2014
Situation
If you attempt to launch the Reflection Administrative WebStation or a client session, and the session fails to launch, use this technical note to troubleshoot common causes of these errors or symptoms:
Session fails to launch
A grey dialog box is displayed
"Page cannot be found"
"The page cannot be displayed"
A grey dialog box is displayed
"Page cannot be found"
"The page cannot be displayed"
Resolution
The following sections describe common causes of these problems and explain how to resolve each issue. Follow the recommendations for the problem you are encountering.
Symptom: Session Fails to Launch or Grey Box Appears
When attempting to launch the Administrative WebStation or a client session, the session fails to launch or an empty grey dialog box (may contain a red X) is displayed. The following table describes common causes of this problem and explains how to resolve each issue.
| Cause |
Resolution |
| No Java Virtual Machine (VM) is installed |
The machine from which the applet is being launched does not have a Java Virtual Machine (VM) installed. To resolve this problem, use Technical Note 1674 to determine if a VM is installed. If no VM is installed, the latest VM can be obtained from http://java.com. Download and install the VM, and then retry your session. |
| Port definitions do not match |
The port used for HTTPS does not match the SSL port defined in \ReflectionServer\jakarta-tomcat\webapps\rweb\WEB-INF\web.xml.To resolve this issue, confirm that the port in the URL being used to launch the session matches the sslport value in web.xml. Open web.xml in a text editor and navigate to: < param-name>sslport</param-name>< param-value>[number]</param-value>Edit the [number] value so that the port number matches the port used for HTTPS and in the Reflection URL. Note: In Reflection for the Web 2008, the sslport parameter is located in the PropertyDS.sml file, which is located in the ReflectionData Folder. To confirm or edit the sslport value, open the \ReflectionData\PropertyDS.xml file. |
Error: Page Cannot be Found or Page Cannot be Displayed
When attempting to launch the Administrative WebStation or a client session, a "Page cannot be found" or "the page cannot be displayed" error is received.
The following table describes common causes of this problem and explains how to resolve each issue.
| Cause |
Resolution |
| Incorrect URL |
Verify that the URL being used to
launch the session is correct. The link to the Administrative WebStation
is case sensitive, and the correct syntax is: http://[host name]:[port number]/[web application context]/AdminStart.html For example: https://Orion:8443/rweb/AdminStart.html Note: Port 80 is the default port for HTTP, and port 443 is the default for HTTPS. If the port value is omitted, the default value is used. |
| The web server is not configured for HTTPS |
This error can occur if Reflection is configured to use HTTPS, but the web server is not configured to use HTTPS. If you are using a web server other than the Tomcat server that comes with Reflection, make sure that the web server is configured for HTTPS and that it has a valid SSL server certificate. |
| Incomplete integration of Tomcat and IIS |
After integrating Tomcat and Microsoft
IIS, if you receive a "Page cannot be found" error, you may need to stop
and restart the Reflection and IIS servers. |
Symptom: Reflection Session or WebStation Not Loading
A Reflection for the Web session or the Administrative WebStation fails to load after being selected from the links list.
The following table describes common causes of this problem and explains how to resolve each issue.
| Cause |
Resolution |
| Reflection is being blocked by a pop-up blocker |
If a pop-up blocker is installed, check
to make sure that it is not blocking all pop-ups or Reflection for the
Web pop-ups specifically. |
| Incorrect information is cached |
Old or inaccurate information may be cached in the Java Virtual Machine (VM) or in Reflection. Clearing the Java VM Cache: If you are running the Sun Java plug-in, try disabling the VM cache. For version 1.6: To access this setting in Java VM version 1.6, click Start > Settings > Control Panel > Java. On the General tab, click Settings (under Temporary Internet Files). Clear the "Keep temporary files on my computer" check box. For version 1.5: To access this setting in Java VM version 1.5, click Start > Settings > Control Panel > Java. On the General tab, click Settings (under Temporary Internet Files) > View Applets. On the lower-left corner of the Java Applet Cache View dialog box, clear the Enable Caching check box. Clearing the Reflection for the Web Cache: To clear the Reflection for the Web cache, delete the user cache file, reflectionweb_<user name>, located in the Documents and Settings\<user name>\local settings\temp\ folder. |
| Microsoft IE is configured to require a double-click to launch controls |
Microsoft IE may be configured to require an extra mouse click to launch controls. Try double-clicking the link. Beginning in Reflection for the Web 2008, by default, sessions are launched by double-clicking the link. |
| Meta Refresh is Disabled |
Reflection for the Web uses the META
Refresh feature to dynamically update the URL on startup. If this
setting is disabled, the refresh request is ignored and the login page
stalls at the "Starting Reflection…" page. To resolve this problem, In Internet Explorer, click Tools > Internet Options. On the Security tab, click Custom Level. Under Miscellaneous, look at Allow META REFRESH. If this option is set to Disable, change it to Enable and then click OK. |