DVPC 2.1 - CA-RTC not functioning

Products

• Output Management Document Viewer

Issue/Introduction

We use CA-RTC to download reports for viewing via CA-DocView (Unicenter(R) Output Management Document Viewer). One user is getting the following message, which just started occurring: 07:21:31 - 2019-05-09 Skip = 0. Failure in function CCIINIT RC = 16, DRC = 32 Errortext = CCI0013 TCP/IP Can't resolve CCI server When we run C CAICCI-PC properties test, we get: Configuration test begnning Failure in function CciInit Return code = 0x0010 Primary rc = 0x0010 Secondary rc = 0x0010 Detail rc = 0x0010 (0) ErrorText = CCI9016 Internal error Configuration test complete We have removed an re-installed the product, but the problem persists. Is there another folder on the PC where the CCI configuration information is kept?

Environment

Release :

Component : DOCVIEW - Output Management Document Viewer

Resolution

make sure CCIPC Configurator is run "As Administrator" and that it tests successfully before closed (OK), so changes are successfully written to the correct area of the registry.

Additional Information

We begin by urging you to get off of the Document Viewer and RTC. CA/Broadcom makes the recommendation for good reason. These applications are old - originally written for PC DOS and Windows 3.1. We no longer make changes to the application code - the last update/fix was made in September of 2012. With everything that's changed in DP since then, it's incredible that the applications still run under Windows 7 and now Windows 10. For these reasons and more, we urge you to talk to your account manager about moving to Web Viewer or Content Viewer.

You need to run the CCIPC Configuration Tool "As Administrator" because CCIPC is a 32bit application that writes configuration information to the registry on the user/client computer. If the CCIPC Configurator isn't run "As Administrator," the configuration information is written to the 64bit portion of the registry - where the application will not be able to access it. When the CCIPC Configurator (CAIC3CFG.exe) is run "As Administrator," the configuration information is written to the 23bit section of the registry where the application may appropriately access it. All the solutions for the (CCI0013 TCP/IP Can't resolve CCI server) error you report entail making changes to the CCIPC configuration. That's why it's so important the Configurator is run this way.

The error you report means little more than what the text says - Can't resolve CCI Server.

Historically, RTC support cases where this same error was reported were resolved by;

make sure CCIPC Configurator is run "As Administrator" and that it tests successfully before closed (OK), so changes are successfully written to the correct area of the registry. Point CCIPC configuration to an IP address instead of an IP Name. Insure that the CCI Client Identification is unique within the CCI network. Make certain CCIPC is configured to use TCP/IP and NOT LU2.

You should not have to change a CCIPC Configuration when it was not altered prior to the problem occurring, were it not for the fact that changes or additions elsewhere in your CCI network can invalidate what a user has been running with for years. Case in point, Another client using the same CCI Client Identification name can mess up (misdirect) CCI communications.

Most customers script pushing Document Viewer and RTC out to users and so it's not installed in the traditional and intended way. For that reason remedies for this type pf problem often need to be applied on a one-off basis, especially when we don't know what change is triggering it. If you can make no further progress implementing the the above suggestions, perhaps a WebEx with someone who has administrative access to the problem PC would be efficacious. If such is the case, please contact CA Technologies / Broadcom Customer Support.