Reflection Session Fails to Launch
Technical Note 2114
Last Reviewed 14-Oct-2010
Applies To
Reflection for the Web 2014 (All Editions)
Reflection for the Web 2011 (All Editions)
Reflection for the Web 2008 (All Editions)
Reflection Security Gateway 2014
Summary

If you attempt to launch the Reflection Administrative WebStation or a client session, and the session fails to launch, use this technical note to troubleshoot common causes of these errors or symptoms:

Session fails to launch
A grey dialog box is displayed
"Page cannot be found"
"The page cannot be displayed"

The following sections describe common causes of these problems and explain how to resolve each issue. Follow the recommendations for the problem you are encountering.

Symptom: Session Fails to Launch or Grey Box Appears

When attempting to launch the Administrative WebStation or a client session, the session fails to launch or an empty grey dialog box (may contain a red X) is displayed. The following table describes common causes of this problem and explains how to resolve each issue.

Cause
Resolution
No Java Virtual Machine (VM) is installed
The machine from which the applet is being launched does not have a Java Virtual Machine (VM) installed.
To resolve this problem, use Technical Note
1674 to determine if a VM is installed. If no VM is installed, the latest VM can be obtained from http://java.com. Download and install the VM, and then retry your session.
Port definitions do not match
The port used for HTTPS does not match the SSL port defined in \ReflectionServer\jakarta-tomcat\webapps\rweb\WEB-INF\web.xml.
To resolve this issue, confirm that the port in the URL being used to launch the session matches the sslport value in web.xml.
Open web.xml in a text editor and navigate to:
<
param-name>sslport</param-name>
<
param-value>[number]</param-value>

Edit the [number] value so that the port number matches the port used for HTTPS and in the Reflection URL.
Note: In Reflection for the Web 2008, the sslport parameter is located in the PropertyDS.sml file, which is located in the ReflectionData Folder. To confirm or edit the sslport value, open the \ReflectionData\PropertyDS.xml file.

Error: Page Cannot be Found or Page Cannot be Displayed

When attempting to launch the Administrative WebStation or a client session, a "Page cannot be found" or "the page cannot be displayed" error is received.

The following table describes common causes of this problem and explains how to resolve each issue.

Cause
Resolution
Incorrect URL
Verify that the URL being used to launch the session is correct. The link to the Administrative WebStation is case sensitive, and the correct syntax is:
http://[host name]:[port number]/[web application context]/AdminStart.html

For example:
https://Orion:8443/rweb/AdminStart.html
Note: Port 80 is the default port for HTTP, and port 443 is the default for HTTPS. If the port value is omitted, the default value is used.

The web server is not configured for HTTPS
This error can occur if Reflection is configured to use HTTPS, but the web server is not configured to use HTTPS.
If you are using a web server other than the Tomcat server that comes with Reflection, make sure that the web server is configured for HTTPS and that it has a valid SSL server certificate.
If your installation of Tomcat is integrated with Microsoft Internet Information Server (IIS), see Technical Note
2195 for information about how to verify HTTPS support in IIS. If HTTPS support is not available, change the Reflection session URL to use HTTP.
Incomplete integration of Tomcat and IIS
After integrating Tomcat and Microsoft IIS, if you receive a "Page cannot be found" error, you may need to stop and restart the Reflection and IIS servers.
If you are running on Windows 2003 or if you are not using the default Microsoft IIS web site (Default Web Site), you may need to perform some additional configuration steps. For further details, see Technical Note
2195.

Symptom: Reflection Session or WebStation Not Loading

A Reflection for the Web session or the Administrative WebStation fails to load after being selected from the links list.

The following table describes common causes of this problem and explains how to resolve each issue.

Cause
Resolution
Reflection is being blocked by a pop-up blocker
If a pop-up blocker is installed, check to make sure that it is not blocking all pop-ups or Reflection for the Web pop-ups specifically.
Incorrect information is cached
Old or inaccurate information may be cached in the Java Virtual Machine (VM) or in Reflection.
Clearing the Java VM Cache:
If you are running the Sun Java plug-in, try disabling the VM cache.
For version 1.6:
To access this setting in Java VM version 1.6, click Start > Settings > Control Panel > Java. On the General tab, click Settings (under Temporary Internet Files). Clear the "Keep temporary files on my computer" check box.
For version 1.5:
To access this setting in Java VM version 1.5, click Start > Settings > Control Panel > Java. On the General tab, click Settings (under Temporary Internet Files) > View Applets. On the lower-left corner of the Java Applet Cache View dialog box, clear the Enable Caching check box.
Clearing the Reflection for the Web Cache:
To clear the Reflection for the Web cache, delete the user cache file, reflectionweb_<user name>, located in the Documents and Settings\<user name>\local settings\temp\ folder.

Microsoft IE is configured to require a double-click to launch controls
Microsoft IE may be configured to require an extra mouse click to launch controls. Try double-clicking the link.
Beginning in Reflection for the Web 2008, by default, sessions are launched by double-clicking the link.

Meta Refresh is Disabled
Reflection for the Web uses the META Refresh feature to dynamically update the URL on startup. If this setting is disabled, the refresh request is ignored and the login page stalls at the "Starting Reflectionů" page.
To resolve this problem, In Internet Explorer, click Tools > Internet Options. On the Security tab, click Custom Level. Under Miscellaneous, look at Allow META REFRESH. If this option is set to Disable, change it to Enable and then click OK.

Contact Technical Support

After following the troubleshooting suggestions in this technical note, if you are still experiencing difficulties with Reflection for the Web sessions failing to start, contact Attachmate Technical Support. For contact information, see http://support.attachmate.com/contact/.

Related Technical Notes
1674 Reflection for the Web and Java Virtual Machines
1958 Reflection for the Web Certificate, Token, and Security Errors
2115 Reflection for the Web Sessions Fail to Connect
2195 Integrating Reflection for the Web with IIS 5.x or 6.0

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