This document is intended to provide a troubleshooting methodology which incorporates publicly available utilities to diagnose and resolve an issue identified within a specific use case. The use case will be presented as a scenario where an IBM Cognos Support Analyst is working with a client to diagnose and solve a particular issue.
The utilities mentioned in this document can be found at http://www.ibm.com/software/data/support/cognos_sdk.html
Although the troubleshooting approach outlined is not IBM Cognos BI version specific, some of the diagnostic utilities used are. The version of the utility to be downloaded will be specific to the IBM Cognos BI version that is experiencing the issue.
Use Case Description
In this scenario, a client calls in on an issue where the IBM Cognos BI server was working yesterday but after a server reboot it now fails to initialize. The client is new to the IBM Cognos BI administrator role but knows that this environment is hosted on a single server as a single IBM Cognos BI installation.
Troubleshooting the Use Case
Gathering System info
As the support analyst is aware that the client is new to the IBM Cognos BI administrator role, the first thing the support analyst gets the client to do is to run the IBM Cognos BI Diagnostic utility. This utility can be found at the following URL,
This utility will retrieve system and product information for the IBM Cognos BI installation by collecting such files as cmplst.txt, <cognos_install>\logs folder content and the cogstartup.xml file.
The client sends in the results of running the utility and the support analyst is able to extract the following information about the IBM Cognos BI installation.
- IBM Cognos BI version : 8.4.1 RTM
- Operating System : Windows 2003 SP3
- Content Store Database : IBM DB2
The support analyst also does a high level scan of the cogserver.log file which was collected by the utility from the <cognos_install>\logs folder and notices the following error message.
CM-CFG-5063 A Content Manager configuration error was detected while connecting to the content store.
Testing the IBM Cognos Content Store Connectivity
The support analyst uses this error message to focus the investigation on the IBM Cognos BI Content Manager and the IBM Cognos BI Content Store. The support analyst has the client launch IBM Cognos Configuration and tests the IBM Cognos BI Content Store connection.
The client reports that the test is successful. The support analyst knows that a successful test means the IBM Cognos BI application is able to connect to the IBM Cognos BI Content Store database, create a table, insert a record and delete a table. As this rules out any connectivity or database user permissions issue, the support analyst focuses further on the actual IBM DB2 database instance.
Analysing the IBM Cognos Content Store Database
In order to obtain more information about the IBM Cognos BI Content Store database, the support analyst asks the client to use the IBM Cognos BI Content Store Diagnostic utility, which is available at the following URL,
This utility will bring back connection and configuration information about the IBM Cognos BI DB2 Content Store instance being used by the IBM Cognos BI installation.
From the results of the diagnostic, the support analyst finds one anomaly. The Application Heap Size on the database is set to a setting a lot lower than the recommended default size.
Delivering the Findings
The support analyst informs the client of this finding and points the customer to the section titled Guidelines for Creating the Content Store in DB2 in the IBM Cognos Business Intelligence Installation and Configuration Guide to the correct application heap size that should be set. The client in turn informs their Database Administrator (DBA), who quickly re-adjusts the Application Heap Size setting back to required setting. Further investigation by the DBA reveals that this IBM DB2 setting was accidently changed as part of an overnight maintenance window.