IBM Support

MustGather: Read first for Cognos Software Development Kit (SDK)

Troubleshooting


Problem

Collect troubleshooting data for problems related to IBM Cognos Software Development Kit (SDK).

Resolving The Problem


Collect troubleshooting data for problems related to IBM Cognos Software Development Kit (SDK). Gathering this information before calling IBM support will help familiarise you with the troubleshooting process and save you time.

Collection of troubleshooting data


Learn more about MustGather


The term "MustGather" represents the diagnostic data (system information, symptoms, log files, traces, and so on) that is required to resolve a problem. By collecting MustGather data before you open a PMR, you help IBM Support quickly determine the following:


1.Whether symptoms match known problems (rediscovery).
2.If you have a non-defect problem that can be identified and resolved.
3.If there is a defect that identifies a workaround to reduce severity.
4.If locating the root cause can speed development of a code fix.




Component Specific Mustgather Pages
Cognos BI Content Store
Cognos SDK Capture SOAP Calls
Cognos SDK JavaScript Applications


Collect troubleshooting information


Automated Data Collection



Collect information automatically by downloading and running diagnostics from IBM Diagnostic Tools.

Recommended General Diagnostics for SDK

1. From Log Errors to Technotes Utility

This tool shows the IBM Cognos technotes associated with an error code from the cogserver.log file.

Use this tool to:

-
quickly get information about an error in the cogserver.log
-
visualise all the errors in the cogserver.log in a given time interval
-
get the technotes associated with an error



Manual Data Collection



Collect the following general MustGather information which is not automated.


1.Problem Description

a)Provide a detailed description of your problem. Include sample input values as needed, along with your own analysis of the problem.

b) Provide detailed instructions for how to recreate your issue.

c) Provide the names of any modules, components, or bindings which you believe may be involved in the issue.

d) How often does the problem occur? Include details about any recent problem occurrences including timestamps.

e) Is there any workarounds you use for the issue?

f) Supply the impact this issue is having on your company, including:
- any upcoming deadlines and dates
- if the problem is seen in production, development, or testing
- any realised or potential effect on customers

g) If the problem is reproducible, then you should clean up the old logs and generate new ones.




What to do next

1.Review diagnostic output reports to try to determine the source of the problem.

2.Review the logs and traces at the time of the problem to try to determine the source of the problem.

3.Use IBM Support Assistant to search for known problems in the information centre, forums, and technotes.

4.If you cannot find related problems or cannot solve the problem, send the information you have collected to IBM by following the instructions in Exchanging Information with IBM Technical Support.



For a listing of all technotes specific to Cognos SDK, search for Cognos SDK technote on the IBM Search support page.




Collect MustGather data for related products

[{"Product":{"code":"SSEP7J","label":"Cognos Business Intelligence"},"Business Unit":{"code":"BU059","label":"IBM Software w\/o TPS"},"Component":"Software Development Kit","Platform":[{"code":"PF002","label":"AIX"},{"code":"PF010","label":"HP-UX"},{"code":"PF016","label":"Linux"},{"code":"PF027","label":"Solaris"},{"code":"PF033","label":"Windows"}],"Version":"10.1","Edition":"","Line of Business":{"code":"LOB10","label":"Data and AI"}}]

Product Synonym

Cognos SDK

Document Information

Modified date:
15 June 2018

UID

swg21456564

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