IBM Business Analytics Diagnostics: Use Case: Diagnosing a Series 7 Installation Issue with the IBM Cognos Series 7 Diagnostic Tool

Product(s): IBM Cognos Series 7; Area of Interest: Infrastructure

A user is attempting to upgrade from IBM Cognos Series 7 version 7.3 to 7.4, the new installation fails to configure properly and will not start.

Share:

Business Analytics Proven Practices Team, Business Analytics Proven Practices Team, IBM

Business Analytics Proven Practices Team



10 April 2012

Also available in Russian

Introduction

Purpose

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_Finance.html.

Applicability

Although the troubleshooting approach outlined is not IBM Cognos Series 7 version specific, the diagnostic tool allows for the user to select the appropriate version to diagnose.


Use Case Description

A client calls IBM Cognos Support and indicates that when attempting to upgrade from IBM Cognos Series 7 version 7.3 to 7.4, the new installation fails to configure properly and will not start. The client is fairly sure that all the server environments are the same and adhere to the supported environments listed on the IBM Cognos Support website.


Gathering Information for this Use Case

The Support Analyst asks the client about the operating systems used in the environments and what applications are being used. The client indicates all servers are running a Microsoft Windows Server 2003 SP2 operating system and that they are using Sun Java System Directory Server.

The support analyst then requests that the client download and run the IBM Cognos Series 7 Diagnostic tool. This tool is located at the following URL,
http://www.ibm.com/support/docview.wss?uid=swg24020976

The diagnostic tool is run on the IBM Cognos Series 7 server that does not start. The client then sends the resulting log files captured by the diagnostic tool to the Support Analyst for review.


Indicating Considerations and Precautions

The Support Analyst reviews the output file <Servername>.ccp the is generated when the diagnostic tool is run on the server and notices that the Access Manager - Runtime configuration does not match what was configured in the Access manager - Directory Server section. In particular the Base distinguished name (DN) entries do not match. Also, examining the cer5.csx file shows the Upfront and Impromptu Web Report (IWR) services are configured to run on ports 4393 and 4395, however further examination of the netstat.txt file shows those ports are already in use.

The Support Analyst informs the client that the base distinguished names must match and that the ports being assigned to IWR and Upfront need to be adjusted to ports that are not in use.

The Support Analyst offers a few suggestions on how to remedy the situation.

  1. For the port conflict, the client can, with the help of a system administrator, locate the application(s) using ports 4393 and 4395 or change the ports for IWR and Upfront in the Server Configuration tab in IBM Cognos Series 7 Configuration Manager.
  2. The client can also change the Access Manager - Runtime settings on the Components tab of IBM Cognos Series 7 Configuration Manager under Services/Access manager - Runtime/Authentication Source/Directory Server.

Resolving the Issue

In this case, the client chose to change the ports and runtime configuration in IBM Cognos Series 7 Configuration Manager rather then spend time determining which application on the server currently uses ports 4393 an 4395.

The client’s IBM Cognos BI server now starts without issue.

Comments

developerWorks: Sign in

Required fields are indicated with an asterisk (*).


Need an IBM ID?
Forgot your IBM ID?


Forgot your password?
Change your password

By clicking Submit, you agree to the developerWorks terms of use.

 


The first time you sign into developerWorks, a profile is created for you. Information in your profile (your name, country/region, and company name) is displayed to the public and will accompany any content you post, unless you opt to hide your company name. You may update your IBM account at any time.

All information submitted is secure.

Choose your display name



The first time you sign in to developerWorks, a profile is created for you, so you need to choose a display name. Your display name accompanies the content you post on developerWorks.

Please choose a display name between 3-31 characters. Your display name must be unique in the developerWorks community and should not be your email address for privacy reasons.

Required fields are indicated with an asterisk (*).

(Must be between 3 – 31 characters.)

By clicking Submit, you agree to the developerWorks terms of use.

 


All information submitted is secure.

Dig deeper into Big data and analytics on developerWorks


static.content.url=http://www.ibm.com/developerworks/js/artrating/
SITE_ID=1
Zone=Business analytics, Information Management
ArticleID=808464
ArticleTitle=IBM Business Analytics Diagnostics: Use Case: Diagnosing a Series 7 Installation Issue with the IBM Cognos Series 7 Diagnostic Tool
publish-date=04102012