Troubleshooting
Problem
System works OK for a long time (for example several days).
Suddenly, all users find that their Controller Web sessions completely freeze (hang).
- The problem is not resolved by simply waiting. Instead, the I.T. administrator needs to restart the relevant Controller Web service(s) on the Controller application server.
The problem only affects Controller Web
- The 'main' Controller classic client works OK
The problem occurs intermittently. It typically only occurs during busy periods (many users using the Controller Web functionality).
Symptom
When the problem occurs:
- It affects all users simultaneously
- The end-users do not see any on-screen errors (when using Controller Web)
- If the users are already logged into Controller Web, those users simply see a ‘Stand by’ message
- If the users are NOT already logged in, but they launch Controller Web, then they cannot get past the log in screen
Example:
In one real-life customer example:
- The freezing typically occured once per day (during the busy few days).
- However, on the "worst" days, there were multiple occurrences
- If the users wait for a long time (for example 5 minutes+) the sessions never 'come back to life'
- In other words, the hang/freeze is permanent.
When the system crashes, a very large DMP (java dump) file gets created inside the 'fcm.web' folder.
- TIP: By default, this is here: C:\Program Files\ibm\cognos\ccr_64\fcmweb\wlp\usr\servers\fcm.web
Document Location
Worldwide
[{"Business Unit":{"code":"BU048","label":"IBM Software"},"Product":{"code":"SS9S6B","label":"IBM Cognos Controller"},"Component":"","Platform":[{"code":"PF033","label":"Windows"}],"Version":"10.3.1","Edition":"","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:
10.3.1
Operating system(s):
Windows
Document number:
884784
Modified date:
09 May 2025
UID
ibm10884784
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