Troubleshooting
Problem
Customer has recently made changes to the Cognos 8 BI infrastructure (for example by applying a patch). Afterwards, user launches Controller. User receives error message.
Symptom
Screen:
An error occurred while trying to access server
Event Viewer (Application Log) on application server:
Event Type: Warning
Event Source: Cognos Controller
Event Category: None
Event ID: 0
Date: 18/02/2009
Time: 14:33:12
User: N/A
Computer: SERVERNAME
Description:
Error occured at 18/02/2009 14:33:12 in Cognos Controller, Error No=5, Source=FrangoDirect.ConnectionDirect.GetUserInfo#ControllerProxyClient, Description=System.Web.Services.Protocols.SoapException: Server was unable to process request. ---> System.NullReferenceException: Object reference not set to an instance of an object.
at Cognos.Controller.Proxy.ControllerReportNetService.RepNet.GetUserInfo(String sGuid, String sUser, String passportId)
at Cognos.Controller.Proxy.CCRWS.GetUserInfo(String sGuid, String sUser, String passportId)
--- End of inner exception stack trace ---, HelpFile= HelpContext=0
[{"Product":{"code":"SS9S6B","label":"IBM Cognos Controller"},"Business Unit":{"code":"BU048","label":"IBM Software"},"Component":"Controller","Platform":[{"code":"PF033","label":"Windows"}],"Version":"8.3","Edition":"Not Applicable","Line of Business":{"code":"LOB76","label":"Data Platform"}},{"Product":{"code":"SSMRTZ","label":"IBM Cognos Controller on Cloud"},"Business Unit":{"code":"BU048","label":"IBM Software"},"Component":" ","Platform":[{"code":"","label":""}],"Version":"","Edition":"","Line of Business":{"code":"LOB76","label":"Data Platform"}}]
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Document Information
More support for:
IBM Cognos Controller
Software version:
8.3
Operating system(s):
Windows
Document number:
620997
Modified date:
09 May 2025
UID
swg21375638
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