2000451 - Users are unable to see any folders or objects after they login to live office

• Unable to login from Liveoffice to BI server.
• Since recently, none of the users are able to see any folders or objects after they login to live office as shown in the figure below
• The issue is seen on 3 different environments which include both BI4.0 and BI4.1 versions
• Whenever they try to import Web Intelligence or crystal documents in live office, they are not able to see the folder structure as seen in BI launchpad or CMC.

• When they click on Web Intelligence or Crystal Reports in Live office Excel Add-in, where they are supposed to see all the public folder or Personal folders along with report names,
  none of this content shows up while they just see an empty folder box with a recent folder with noting under it as seen below

• HTTP logs generated using Fiddler show errors on /dswsbobje/services/BIPlatform web services call as shown below :
  
  
  
  
  
  
  
• Below is the full text of the exception from the HTTP logs captured by Fiddler for request to http://servername:port/dswsbobje/services/BIPlatform
  
  <?xml version='1.0' encoding='utf-8'?><soapenv:Envelope xmlns:soapenv="http://schemas.xmlsoap.org/soap/envelope/"><soapenv:Body><soapenv:Fault><faultcode>soapenv:Server.generalException</faultcode><faultstring>com.businessobjects.sdk.plugin.desktop.infoview.internal.InfoViewFactory cannot be cast to com.crystaldecisions.sdk.occa.pluginmgr.IPluginFactory</faultstring><detail><DSWSException xmlns="http://dsws.businessobjects.com/2007/06/01"><ID xmlns="">X15</ID><Message xmlns="">get exception (Error: WBP 99998)</Message><Operation xmlns="">http://biplatform.dsws.businessobjects.com/2007/06/01/get</Operation><CallStackTrace xmlns="">java.lang.ClassCastException: com.businessobjects.sdk.plugin.desktop.infoview.internal.InfoViewFactory cannot be cast to com.crystaldecisions.sdk.occa.pluginmgr.IPluginFactory
   at com.crystaldecisions.sdk.occa.pluginmgr.internal.DefaultPluginFactoryResolver.getPluginFactory(DefaultPluginFactoryResolver.java:58)
   at com.crystaldecisions.sdk.occa.pluginmgr.internal.PluginInfo.getPluginFactory(PluginInfo.java:368)
   at com.crystaldecisions.sdk.occa.pluginmgr.internal.PluginInfo.getFactory(PluginInfo.java:227)
   at com.crystaldecisions.sdk.occa.pluginmgr.internal.PluginMgr.getPluginInterface(PluginMgr.java:335)
   at com.crystaldecisions.sdk.occa.infostore.internal.InfoObjects.continueUnpackHelper(InfoObjects.java:549)
   at com.crystaldecisions.sdk.occa.infostore.internal.InfoObjects.continueUnpack(InfoObjects.java:494)
  ...
  ...
  </CallStackTrace><CauseException xmlns="">java.lang.ClassCastException</CauseException><CauseID xmlns:xsi="http://www.w3.org/2001/XMLSchema-instance" xmlns="" xsi:nil="true" /><CauseMessage xmlns="">com.businessobjects.sdk.plugin.desktop.infoview.internal.InfoViewFactory cannot be cast to com.crystaldecisions.sdk.occa.pluginmgr.IPluginFactory</CauseMessage><CauseDetail xmlns="">com.crystaldecisions.sdk.occa.pluginmgr.internal.DefaultPluginFactoryResolver.getPluginFactory(DefaultPluginFactoryResolver.java:58)
  com.crystaldecisions.sdk.occa.pluginmgr.internal.PluginInfo.getPluginFactory(PluginInfo.java:368)
  com.crystaldecisions.sdk.occa.pluginmgr.internal.PluginInfo.getFactory(PluginInfo.java:227)
  com.crystaldecisions.sdk.occa.pluginmgr.internal.PluginMgr.getPluginInterface(PluginMgr.java:335)
  com.crystaldecisions.sdk.occa.infostore.internal.InfoObjects.continueUnpackHelper(InfoObjects.java:549)
  com.crystaldecisions.sdk.occa.infostore.internal.InfoObjects.continueUnpack(InfoObjects.java:494)
  ...
  ...
  org.apache.tomcat.util.net.JIoEndpoint$Worker.run(JIoEndpoint.java:489)
  java.lang.Thread.run(Thread.java:662)
  </CauseDetail></DSWSException></detail></soapenv:Fault></soapenv:Body></soapenv:Envelope>
  
  
  
  
• This issue does not resolve by re-deploying dswsbobje web services provider or by clearing the Tomcat cache [ under /tomcat/work folder]

• SAP BusinessObjects BI Platform 4.x (BI 4.0, BI 4.1, BI 4.2, BI 4.3)
• Supported Apache Tomcat Web Application server
• Live office for SAP BI Platform

BI4 4.0 4.1 apache lo liveoffice fail error class cast exception , KBA , BI-BIP-DEP , Webapp Deployment, Networking, Vulnerabilities, Webservices , BI-BIP-LO , Live Office , Problem