Remedy AR System Server: Mid Tier ARERR 9260 When Users Run Crystal Reports

Knowledge Article

Remedy AR System Server: Mid Tier ARERR 9260 When Users Run Crystal Reports
Mid Tier 20.02 installations no longer include BOXI/Crystal Report Integration causing ARERR 9260 when users run Crystal reports
Mid tier 20.02 brings changes to the Crystal Report Integration to BOXI/CRS installations.
Remedy AR System Server
AR System Mid Tier
ARS installations integrated with Crystal Reports
Remedy AR System Server
AR System Mid Tier
ARS installations integrated with Crystal Reports
What are the changes occurring with Crystal Report integration with Midtier version 20.02? 
This knowledge article may contain information that does not apply to version 21.05 or later which runs in a container environment. Please refer to Article Number 000385088 for more information about troubleshooting BMC products in containers.

As of March 30, 2020, BMC Software will no longer be licensed to redistribute the Crystal viewer libraries with the Mid-tier installation.

Beginning with Mid-tier 20.02, the mid-tier war files and the ARSystemSuite installer will no longer install the Crystal viewer libraries that are essential to the mid-tier integration with Crystal Reports Server or BOXI.    

Installer changes:
  • The 20.02 mid-tier installer will continue to prompt for the optional BOXI settings to support existing integrations
  • It should not remove Crystal viewer libraries if they were already installed with a previous version as long as the installer is used for the upgrade.
Back up the following files before running the 20.02 installer in the event the installer removes them.
  • midtier/WEB-INF/web.xml and combined_web.xml
  • midtier/crystal viewer directory
  • midtier/WEB-INF/classes/config.properties and configbo.properties
  • the following files in the midtier/WEB-INF/lib directory:
ARWebReportViewer.jar
asn1.jar
backport-util-concurrent-2.2.jar
bcm.jar
biarengine.jar
biplugins.jar
ceaspect.jar
cecore.jar
celib.jar
ceplugins_client.jar
ceplugins_core.jar
ceplugins_cr.jar
cereports.jar
certj.jar
cesession.jar
ceutils.jar
CorbaIDL.jar
cryptojFIPS.jar
CrystalReportsSDK.jar
ebus405.jar
flash.jar
freessl201.jar
jsafe.jar
logging.jar
MetafileRenderer.jar
pluginhelper.jar
rasapp.jar
rascore.jar
serialization.jar
SL_plugins.jar
sslj.jar
TraceLog.jar
webreporting.jar
xcelsius.jar
 
Caveat:  If Crystal/BO integration was achieved by deploying an older version of Mid-tier using the “MidTierCombined.war” or “MidTierCombinedWithRSSOAgent.war” and then the midtier installation is upgraded using the 20.02 installer,  the existing Crystal functionality will break as it would have done in all the previous versions.  
Note:   If the AR ODBC driver already exists, then you need to modify the registry entries that point to the arodbc91_build00x.dll to point to arodbc91_build009.dll.   Please see the above-referenced article for the registry locations.


War file changes:
The Windows 20.02 Mid Tier war file EPD download will not include a CombinedMidtier.war but only a Midtier.war that does not have the Crystal viewer embedded.

Impact on User community:
On a new installation of Mid Tier 20.02 installed on a BOXI/CRS server, the AR System Report Console will display Crystal report entries. On running the Crystal report, the following error will be displayed.



Future changes:
As of March 30, 2020, BMC Support will not be able to provide the Crystal viewer libraries in any manner.   BMC Software will remove the Crystal Viewer libraries from the EPD download of all previous versions. 

Further removal of the integration settings from the installer and midtier configuration is targeted for Mid Tier 20.08. 


 
Remedy AR System Server
AR System Mid Tier
ARS installations integrated with Crystal Reports
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