IBM Cognos Proven Practices: Troubleshooting the IBM Cognos Planning Contributor Rich Client

Nature of Document: Troubleshooting; Product(s): IBM Cognos Planning 8.4+; Area of Interest: Infrastructure

This document provides techniques to troubleshoot the installation of the Planning Rich Client.

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Sarah MacIntosh, Accelerated Value Leader, IBM

Sarah MacIntosh has been working for IBM Cognos for the past 9 years, dedicated to Customer Support and success. She's spent 6 years as a support analyst, support such products as the Series 7 suite, Finance, and Enterprise planning. The last three years have been committed to building customer relations and client success as an Accelerated Value Leader. 



15 September 2010

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Introduction

The intent of this document is to assist Cognos Contributor Administrators with troubleshooting issues with the 8.4 Rich client install. It covers install options, potential issues you may experience during installs, additionally what is need should you require assistance from IBM Cognos support.

Applicability

This document applies Cognos Contributor Administrators utilizing Enterprise Planning 8.4 or higher. All reference to Planning Client are to the Rich client. All references to ActiveX based client are referred to as the Planning Classic Client.

Benefits of using Rich Client

The rich client (Java Based Client install as it is referred in our documentation) provides users with more freedom to customize their Contributor Web view. It’s easier to use while still maintaining all the functionality of previous releases. There’s greater ease of deployment as administrative rights to the client PC is no longer needed.


Install Options

There are multiple options for downloading the Rich Client.

  1. Users can download by accessing the Contributor Planning application via the web. The Administrator must allow for the download by verifying the download is allowed in the System Requirements of the Planning Store.
    Contributor Admin Console Web Client Settings
    Once they select an application, they’ll be prompted to download. There are two .msi files installed to the users application data directory. For example C:\Documents and Settings\MyUser1\application data
  2. The Contributor Administrator can place the IBM Cognos Planning Client Install in an accessible location for individuals to access. This would be an executable which would allow the user to select the type of install (Classic or Client) they'd prefer.
    Installation Screen for IBM Cognos 8 Planning Client
  3. The Contributor Administrator can utilize third party installers, to push the files to the clients PC. When using third party installers the Administrator will need to install the cognosrcp.msi and the contributor.msi file in that order. These files can be found in the: <install location>:\cognos\c8\webcontent\rcp_installs

Generic Potential Issues

  1. Optimal resource for self assistance on error messages generated is the knowledge base (www.ibm.com/cognos/support).
  2. It’s important to use a supported browser. Please refer to the list of supported browsers for your product version at: http://www.ibm.com/support/docview.wss?uid=swg27014782
  3. IBM does not recommend using trusted sites (local intranet recommendation). There is a Proven Practice article which references SSL setup for the Planning 8.4 Rich Client located at: http://www.ibm.com//developerworks/data/library/cognos/security/financial_performance_management/page513.html
  4. To reduce end user performance issues, the following need to be excluded from real time virus scanning on the end user machines:
    *.cogrcp
    cognosrcp.exe
    contributor.exe

Common Errors

This section will highlight common errors during the install process and provide solutions to those errors.

Error when first accessing an application

Issue: User receives the following error when attempting to download the Rich Client for the first time. [CCLMsg: system test="Failed to get remote model node. Check connection params, server state and user permissions"]

Cause: In the System Requirements of the Planning Store, Allow automatic downloads and installations is not checked.

User cannot save

Issue: Error generated when attempting to save.

‘|assertion failure
|	13!:8 errorlog coname$0
WHILE [CCLMsg: system test=’Invoking node action:  NODEACTION.SAVE’]
[checkReturnCode(JSession.java139) <- executeExpression(JSession.java68)]

Cause: Persist setting is set to Server. Try switching it off or setting it to Client. The impact of modifying Persist settings will reflect result in the loss of the users web grid layout. The largest impact is the client settings will need to be maintained by each user. The change is made in Contributor Administration Console in the Development/Application Maintenance/Admin Options area.

Errors Generated when utilizing the application

Issue: Inconsistent behavior generates the following error(s)

	i.  A Java Runtime Environment (JRE) or Java Development Kit (JDK) must be 
available in order to run Contributor. No Java virtual machine was found after 
searching the following locations.
	X:\...\Application Data\CognosRCP\bin\jre\1.6.0\bin\Default.ee
	X:\...\Application Data\CognosRCP\bin\jre\1.6.0\bin\javaw.exe
	X:\...\Application Data\CognosRCP\bin\jre\1.6.0\bin\jvm.dll
	ii.  X:\...\features.xml (The system cannot fine the file specified)
	See log file for details:  
X:\...\CongosRCP\provagent_8.4\preovagent_8.4_<date>.log

Cause: Errors may occur is the Contributor Java components are not installed correctly. Try copying the install files to the user’s machine (cognosrcp.msi and contributor.msi), then run the cognosRCP.msi then complete run Cognos.MSI. See if the RCP files exist under the user local directory /application data/cognosRCP

Firewall/Proxy

It is possible if using a client firewall the cognosrcp application launcher may be blocked. Ensure the Permit all setting is applied for the Cognosrcp application launcher.

Creating a Testcase for IBM Cognos Support:

In the event you’ve exhausted your resources, such as technotes (www.ibm.com/Cognos/support), and need to engage IBM technical support, here is a list of items to consider prior to logging a ticket with support.

In all cases IBM Cognos support will require the following information in order to progress the issue on initial contact.

  1. A clear and concise description of the issue. The history of the problem and how long it has been happening? Has anything in the environment changed? Does this issue occur for all users? Is the issue intermittent or happen consistently?
  2. Error messages seen in the browser by the end user (screen capture is beneficial).
  3. A copy of the Program Files\cognos8\cmplst.txt file from all servers in the topology upon supports request.
  4. Any logs that have been generated. Logging will be covered in the next section.

Logging

Logging messages are captured in many locations. Below describes the typical logs requested when a support ticket is generated, and their locations. Errors generated by end users online are captured in;

Planningerrorlog.csv

The Planningerrorlog.csv is the main log written to during a Planning error. This log will exist on all Application Tier and likely all client Planning machines.

  1. The web server(s) - This file can be generated in the local temp directory of the service account, or the Server temp directory.
  2. The client’s PC – the temp and the local temp directory of the user account.

CognosRCPLogCollector.cogrcp

The CognosRCPLogCollector.cogrcp is a utility that will gather all logs generated by the Rich Client, and store them in a zip file. It is important to note that the CognosRCPLogCollector.cogrcp will not filter based on date, therefore old logs will be gathered as well.

Navigate to c:\documents and settings\<user ID>\application data\cognosrcp\rcp and double click CognosRCPLogCollector.cogrcp. There will be no progress bar visible nor any comments to let the user know when the collection is complete therefore check the Microsoft Windows temp directory for the completed file. A file called CognosRCPLogCollector-DateTimestamp.zip will be created. This is a collection of all the logs from the users machine pertaining to the Planning Rich Client. Ensure this collection of log files is attached to the PMR.

JCE.tmp

If you're encountered a Java calcualtion issue, a JCE.tmp file will be generated. This error is referenced in the planningerrorlog.csv. The naming convention of the JCE file follows JCE###.tmp. The specific number referenced will be noted in the planningerrorlog.csv.

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