IBM Support

"IBM Cognos Controller has stopped working" when click 'X' (to launch Excel link) caused by using unsupported version of Excel

Troubleshooting


Problem

User launches the main Controller client (CCR.EXE). User clicks on the green 'X' button (to launch Excel). An error appears.

Symptom

The exact message may vary slightly, depending on environment.

Example #1:

IBM Cognos Controller has stopped working
A problem caused the program to stop working correctly. Please close the program.

Example #2:

IBM Cognos Controller has stopped working
Windows can check online for a solution to the problem

Event Viewer (application log):
Application: CCR.exe
Framework Version: v4.0.30319
Description: The process was terminated due to an unhandled exception.
Exception Info: System.AccessViolationException
at Microsoft.Office.Interop.Excel._Application.get_HinstancePtr()
at Cognos.Controller.Forms.Common.fFrmFrangoFunc.IsExcel64Bit(Microsoft.Office.Interop.Excel.Application)
at Cognos.Controller.Forms.Common.fFrmFrangoFunc.GetAddinFileName(Microsoft.Office.Interop.Excel.Application)
at Cognos.Controller.Forms.Common.fFrmFrangoFunc.InitExcelLink(System.Object ByRef, System.String, Int32)
at Cognos.Controller.Forms.ControllerMDI.DoAction(Int32, Cognos.Controller.Forms.ControllerMenuItem)
at System.Windows.Forms.ToolStripItem.RaiseEvent(System.Object, System.EventArgs)
at System.Windows.Forms.ToolStripButton.OnClick(System.EventArgs)
at System.Windows.Forms.ToolStripItem.HandleClick(System.EventArgs)
at System.Windows.Forms.ToolStripItem.HandleMouseUp(System.Windows.Forms.MouseEventArgs)
at System.Windows.Forms.ToolStrip.OnMouseUp(System.Windows.Forms.MouseEventArgs)
at System.Windows.Forms.Control.WmMouseUp(System.Windows.Forms.Message ByRef, System.Windows.Forms.MouseButtons, Int32)
at System.Windows.Forms.Control.WndProc(System.Windows.Forms.Message ByRef)
at System.Windows.Forms.ToolStrip.WndProc(System.Windows.Forms.Message ByRef)
at System.Windows.Forms.NativeWindow.Callback(IntPtr, Int32, IntPtr, IntPtr)
at System.Windows.Forms.UnsafeNativeMethods.DispatchMessageW(MSG ByRef)
at System.Windows.Forms.Application+ComponentManager.System.Windows.Forms.UnsafeNativeMethods.IMsoComponentManager.FPushMessageLoop(IntPtr, Int32, Int32)
at System.Windows.Forms.Application+ThreadContext.RunMessageLoopInner(Int32, System.Windows.Forms.ApplicationContext)
at System.Windows.Forms.Application+ThreadContext.RunMessageLoop(Int32, System.Windows.Forms.ApplicationContext)
at CCR.MainModule.LoadMain()
at CCR.MainModule.main()

Faulting application name: CCR.exe, version: 10.3.0.157, time stamp: 0x5857f5f2
Faulting module name: RPCRT4.dll, version: 6.1.7601.23642, time stamp: 0x586e95f3
Exception code: 0xc0000005
Fault offset: 0x0000000000023c2a
Faulting process id: 0x3804
Faulting application start time: 0x01d2860a101596dc
Faulting application path: C:\Program Files\IBM\IBM Cognos Controller Local Client\CCR.exe
Faulting module path: C:\Windows\system32\RPCRT4.dll
Report Id: 59a1ec96-f1fd-11e6-9658-005056a2072d

Cause

Client device has incompatible version of Excel installed.

Environment

Example:

In one real-life customer example, the client device had Excel 2007 installed on it.

  • This is unsupported for Controller 10.3.

Resolving The Problem

Install a compatible version of Microsoft Excel onto the client device.

[{"Product":{"code":"SS9S6B","label":"IBM Cognos Controller"},"Business Unit":{"code":"BU059","label":"IBM Software w\/o TPS"},"Component":"Controller","Platform":[{"code":"PF033","label":"Windows"}],"Version":"10.3","Edition":"","Line of Business":{"code":"LOB10","label":"Data and AI"}}]

Document Information

Modified date:
15 June 2018

UID

swg21999089

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