Crystal Enterprise 8 Standard - Authentication Type Missing From Logon Screen

I have recently reinstalled CE8 Standard on a Windows 2000 machine.  It acts as a server for running Crystal Reports on our intranet using the Crystal Reports Viewer.

As CE8 Standard only has 5 concurrent licences included, when this number is exceeded, a logon screen appears which states: "The Web Component Server could not log you on to the APS. Please re-enter your user name and password. [On Page Server: CRYSTAL]

The APS name CRYSTAL is displayed on the logon screen, and the User Name administrator appears.  The password field is blank.  In between the APS Name and User Name, the Authentication Type drop down box appears, but it is empty.  My previous installation of CE8 had the Enterprise and NT Authentication options in the drop down.  By leaving the user name as administrator, authentication type as Enterpise and the password blank, I used to be able to click the log on button and pass throught to run the report in the viewer.

Does any one know why there is nothing in the drop down box and how I can fix it?

STGFAsked:
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frodomanConnect With a Mentor Commented:
I just found an article that describes this problem - you should take a look: http://support.businessobjects.com/library/kbase/articles/c2010456.asp

Unfortunately you have to contact Technical Support to obtain the updates that you need to correct this issue.

frodoman
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frodomanCommented:
Sounds like a bad installation unless someone has manually modified the .csp pages after the install.  As I recall the login page uses some variables to determine what goes in the dropdown - if the install was faulty then the appropriate variables may not be set.

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STGFAuthor Commented:
So, it sounds like only a reinstallation will (hopefully) fix this?  The .csp pages haven't been modified - but is it possible to do that now to fix this problem?
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frodomanCommented:
The .csp pages can be modified - for example we changed ours so that NT Authentication is the default option on the dropdown and most users don't have to change it.

You could modify the .csp pages to manually add these options to the dropdown - however the fact that they are missing points to other problems and I don't think simply fixing the dropdown is going to resolve the problem.  Specifically I believe that the authentication will still fail.

Before attempting a re-install I would restart all of the crystal services and make sure they're running cleanly.  If that doesn't work you may want to re-install.

frodoman
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STGFAuthor Commented:
I have done a re-install, but the problem persists.  At what point during the install are the variables set for the login page?  The only likely point I could identify was a step requiring the input of default login options (which included Enterprise as the default authentication type).  This appeared at the start of the report publication wizard.

This has become an extremely urgent issue to resolve, as it is restricting our ability to run the reports we use everyday.  I would be extremely grateful for a detailed resolution to this problem.
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STGFAuthor Commented:
Excellent answer.  Ultimately I was able to use the information in that link to identify the file that I needed to update (Wcs_xn_reportviewer.dll) to fix the problem, without having to contact Technical Support.

The file is part of Crystal Enterprise 8.0 Service Pack 1, but I have had problems with installing the Service Pack before (it creates problems with exporting reports to Excel format - which is why I had to reinstall in the first place).  So I just copied Wcs_xn_reportviewer.dll from the Service pack files to the C:\Program Files\Seagate Software\WCS\Components directory, and this fixed the problem.

Thank you.
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STGFAuthor Commented:
PS - Also thank you for your persistence.
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frodomanCommented:
Glad to help - frodoman
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