Red 'X' displayed on buttons on the Crystal toolbar when running incident report in Service Portal

Version 1
    Question

    When clicking the view report action on an incident within ServicePortal the crystal report is displayed correctly but a red 'X' is displayed on the buttons on the crystal toolbar.

     

    All other images within Serviceportal display correctly.

    Answer

    Make sure Crystal Reports for .Net Framework 2.0 is installed.  This can be installed manually by running CRRedist2005_x86.msi from TP-EN-28-723 - Touchpaper Portal (English)\CrystalReports.

     

    The Crystal Viewer looks for the toolbar images in .../aspnet_client/System_Web/2_0_50727/CrystalReportWebFormViewer3/images/toolbar where ... is the Home directory of the default web site.

     

    Make sure the ...\aspnet_client\System_Web\2_0_5027\CrystalReportWebFormViewer3 folder exists in windows explorer where ... is the Home directory of the default website.  If it does not exist, locate a copy under c:\inetpub\wwwroot and copy it to ...\aspnet_client\System_Web\2_0_5027 where ... is the home directory of the default website.

     

    e.g

     

    Checked the Home Directory of the default website and it pointed to ...\inetpub\wwwroot\servicecenter.  Browsed to the ...\inetpub\wwwroot\servicecenter\aspnet_client\System_Web\2_0_50727 and found that the CrystalReportWebFormViewer3 folder did not exist.

     

    Copied the CrystalReportWebFormViewer3 folder from ...\inetpub\wwwroot\aspnet_client\System_Web\2_0_50727 to ...\inetpub\wwwroot\servicecenter\aspnet_client\System_Web\2_0_50727

    Environment

    ITBM 7.2.3