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/analytics/support/cognos_diagnostictools.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 Business Intelligence (BI) version that is experiencing the issue.
Use Case Description
In this particular scenario, the Support Analyst is presented with a situation where any user that attempts to access the IBM Cognos Connection portal receives an HTTP 500 error.
Troubleshooting the Use Case
As with troubleshooting any use case, a set of basic information needs to be collected in order to further clarify the environment and the issue at hand. In this particular case the client’s IBM Cognos BI administrator who did the server migration is able to provide the Support Analyst with the following details within the PMR.
The original environment consisted of a single server install with the following details:
- IBM Cognos BI version: 10.2
- Operating System: Windows 2008 R2 64-bit
- Microsoft IIS 7
During further conversations with the client’s IBM Cognos BI administrator it is discovered that this is a new install and even though the services are started, no one has been successful in accessing the IBM Cognos Connection portal.
Further Clarifying the IBM Cognos Gateway Error
Since the Support Analyst does not have the actual error message, the client’s IBM Cognos BI administrator is guided through an attempt to access the portal. Each attempt results in the following error message:
HTTP 500 - Internal server error
Analyzing the cogserver.log File
By itself, the above error is not very helpful but the client’s IBM Cognos BI administrator has access to physical logs directory on the IBM Cognos Report Server.
The Support Analyst decides to use the IBM Cognos From Log Errors to Technotes Utility located at the following URL,
This tool automatically loads the cogserver.log file and displays all the errors within a given date range. The client is then able to double-click any of the error messages to automatically search the online IBM TechNotes for a solution.
The Support Analyst steps the client through the loading and filtering of the cogserver.log file. After loading the log within the utility, the Support Analyst discovers that the cogserver.log does not contain any reference of the error message. Based on this finding, the Support Analyst knows to focus on the IBM Cognos gateway as the request does not make it to the application server tier.
The Support Analyst and the IBM Cognos BI administrator go through the web server settings and discover that the application pool is running in 64-bit mode. However, the IBM Cognos BI administrator cannot determine whether his IBM Cognos BI gateway is set up in 32-bit or 64-bit mode.
The Support Analyst steps the IBM Cognos BI administrator through the download of the IBM Cognos 10.2 Gateway Bit Depth Utility located at:
This utility has the ability to determine the bit depth of the currently configured IBM Cognos BI gateway. The Support Analyst steps the client though the use of this utility and determines the configured IBM Cognos gateway bit depth is set to 32-bit, hence causing the error. The Support Analyst steps the IBM Cognos BI administrator through the steps required to switch the IBM Cognos BI gateway from 32-bit to 64-bit. After the change, the IBM Cognos BI administrator and the users can now successfully access the IBM Cognos Connection portal page.
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