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Crystal 8.0 Export Window Hangs from ASP Launched Crystal Report

I'm having a problem with the Export function of Crystal 8.0.  It started happening when I uninstalled and then re-installed Crystal 8.0 on a Windows 2000, SP4 web server where it has been working for a very long time.  The uninstall/re-install is the only thing that changed, meaning that permissions and IIS settings were left alone.  The web application is classic ASP 2.0, vb script, and IIS 6.0.  I'm using supplied ASP pages from Crystal 8.0 to manage the export function (and other features).  Exporting works fine on other web servers that run the same application, but on this particular web server it hangs after this re-install effort.  

I've read other posts here that indicate it's important to uninstall cleanly, and that may require manually removing the c:\winnt\Crystal folder and the c:\program files\Seagate Software folder after the uninstall, making sure it's really purged.  Then follow with the re-install.  Would you recommend that in this case?

Customized ASP pages prompt for data parameters, assign them programmatically to the selected Crystal report,  and  invoke the Crystal Runtime object using Seagate supplied asp files such as Crystal8x.asp, rptServer.asp, and SmartViewerActiveX.asp.  

The c:\winnt\Crystal folder is populated with the standard 47 dlls, including the key dll files used for exporting (u2fxls.dll, u2fwordw.dll, etc).  

The Crystal report runs fine.  When you click on the Export button, the prompting window titled "Report Viewer Export" allows you to select a file type (Excel, Word, etc), a name, and location.   When you click Save, the small "Exporting Report" window appears, with text "Exporting report to <filename>", and a progress bar and Cancel button.  The window hangs there.  All you can do is cancel.   No errors are recorded in the event log.
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reed1989a
Asked:
reed1989a
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4 Solutions
 
frodomanCommented:
>>> Would you recommend that in this case?

YES!!!!!

I can't emphasize strongly enough that Crystal in general, and version 8 in particular, do not uninstall cleanly and that can cause problems reinstalling the same version or a newer version.

Why did you uninstall to begin with - was there an earlier problem you were trying to resolve that might still be having an impact?
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mlmccCommented:
Here is a batch file Crystal provided for uninstalling CR8

http://support.businessobjects.com/communityCS/FilesAndUpdates/uscr8_32.exe.asp

mlmcc
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reed1989aAuthor Commented:
Thanks very much for your responses, both of you.   We'll use this uninstall exe as soon as the environment can be safely taken down later tonight.

The original uninstall was a mistake.  We thought there was a problem with Crystal, but it turned out to be something else in our application which has since been corrected.
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reed1989aAuthor Commented:
Followed your suggestion.  The exe cleaned out Crystal 8, the relevant folders were removed.  The server was rebooted after Crystal was removed, just in case some lingering service may have been left. After Crystal was re-installed, the problem remains.

I once had this problem several years back, and what resolved it was rebuilding the server from scratch.  We don't have that option this time.   I appreciate any other ideas you may have.
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frodomanCommented:
You could try using the MS FILEMON utility to see if you can determine what's causing the hang.

frodoman
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reed1989aAuthor Commented:
I'll give it a try as soon as possible.  It'll have to be tomorrow.

One thing I noticed is that an empty tmp file in c:\winnt\temp is created at the time the export hangs.  The file is named exp*.tmp where * appears to be a random hex number.  I checked security on the folder, and the settings are identical to the same folder on another web server where this problem is not occuring.   Also, security on the folder did not change since Crystal was uninstalled and re-installed.
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frodomanCommented:
I don't think it's security on the folder - since the file is created I would believe that the appropriate write permissions exist.  Sounds like something that happens within the export dll itself.  Maybe the export dll can't read the database driver or something of that nature?  I'm hoping FILEMON may help because otherwise I'm out of ideas...

frodoman
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reed1989aAuthor Commented:
Thank you very much for the helpful tips.  It's always necessary to learn as much as possible about a product's limitations.  You gave excellent suggestions and background information.    We ended up not running FILEMON after all, but setting up a newer web server and replacing the old with the new.  This solved the export problem.   I really appreciate your support, and I'd like to award all 500 points spread across the four responses.
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frodomanCommented:
Glad you've got the problem resolved.

frodoman
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