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.
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,
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.
- 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.
- 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.
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