MustGather: Read first for Cognos Planning

Troubleshooting

Problem

Collect troubleshooting data for problems with IBM Cognos Planning.

Resolving The Problem

Collect troubleshooting data for problems with IBM Cognos Planning. Gathering this information before calling IBM support will help familiarize 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.

Collect troubleshooting information

Automated Data Collection

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

Recommended General Diagnostics for Cognos Planning

1. System Overview Diagnostic for Windows

Collects the following general environment information:

-	Computer Name
-	Operating System Version
-	User and System Environment
-	Microsoft Internet Explorer Properties and Security Settings
-	Microsoft Internet Explorer Trusted Sites
-	Processes
-	Microsoft Data Access (MDAC) Version
-	Network Status/Statistics
-	Microsoft .NET Framework
-	Add/Remove Programs
-	Microsoft Windows Hot Fixes
-	ODBC Versions

2. Cognos BI Planning Diagnostic

Collects the following information:

-	Files: . cmplst.txt . ErrorLog.dcf . Filesys.ini . lexw.ini . PlanningErrorLog.csv . PlanningTimer.csv . JCE.tmp . .sf (subfiles) . AppEvent.evt . SysEvent.evt . cogserver.log
-	Process status for relevant services
-	CAB file statistics
-	Version information for Oracle file or oraoledb.dll
-	Registry values for relevant settings

3. Cognos BI Planning Health Check Diagnostic

Checks your current versions of installed software with tested versions by IBM and validates the following information:

-	Database support
-	Directory servers
-	Microsoft Excel Hosts
-	Export format
-	ODBC data support
-	Operating systems
-	Terminal servers
-	Third party components
-	Web browsers
-	Web servers

Manual Data Collection

Collect the following general MustGather information which is not automated.

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.

Other Questions to Answer

a)	Do you use AntiVirus Software? If so, provide: - the name and version of the software - whether it applies to client, server or both
b)	Do you have a proxy server on the environment where this issue is occurring?
c)	Do you use Single Sign On (SSO)?
d)	Have you virtualised all or parts of the Planning environment?
e)	Have you made any changes to the system (new install, patches, etc.)?
f)	Are all users affected?
g)	Are all servers/workstations affected?
h)	Are you running other Cognos Products on the same server?
i)	Do you receive an error message? If so, please provide a screenshot of the error.
j)	Provide the cogstartup.xml file located in the configuration directory of the cognos installation location.

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, downloads, and educational materials specific to Cognos Planning, search the Cognos Planning support page.

Collect MustGather data for related products MustGather: Read first for Cognos Business Intelligence (BI) MustGather: Read first for Cognos Now! MustGather: Read first for Cognos Planning MustGather: Read first for Cognos Software Development Kit (SDK) MustGather: Read first for Cognos TM1

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Product Synonym

Cognos Planning

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Document Information

Modified date:
24 February 2020

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swg21456565

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