What information to collect to diagnose and resolve issues involving IBM Rational Reporting Development Intelligence (RRDI) and IBM Rational Insight.
This MustGather assists you in collecting the data to help you diagnose and resolve the issue. If you cannot determine the root cause using the information collected, open a service request with IBM Support for further investigation.
Problem Determination
Environment Details
RRDI/Insight Setup Wizard related MustGather
Jazz Namespace Authentication related MustGather
Extract-Transform-Load (ETL) related MustGather
Report Server related MustGather
Licensing related MustGather (Insight only)
Development Tools related MustGather
WebSphere related MustGather
Jazz related MustGather
Data Warehouse related MustGather
Data Warehouse Creation
Migrating Insight customizations (XDC, Data Warehouse, FM Model)
Reporting Data Models
Data Services
| System Information |
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| What is the failing product? |
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| What is the version and release number? |
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| What machine model, operating system, and version are running? |
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| Problem Description |
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| What are the expected results? |
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| What statement or command is being used? |
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| What are the exact symptoms and syntax? |
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| What is or isn’t happening including exact error number and message text? (See must gather for details on gathering logs if none are present) |
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| Is anyone else experiencing the problem? |
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| Is this the first time this operation has been attempted? |
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| Is this the first time this problem has occurred? |
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| When did this activity work last? |
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| What has changed since the activity last worked? |
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| If the problem does not occur every time, under what conditions does the problem not occur? |
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| Is there any other software running on the system which might be conflicting with this product? |
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| Can you reproduce the problem? If so, provide a reproducible test case or instructions on how to reproduce the error condition. |
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| Topology description |
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| Version of CLM |
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| Version of Insight or RRDI (32 or 64-bit) |
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| Version of other tools integrated with CLM, Insight, or RRDI |
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| Operating System Version |
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| Server specs (RAM and CPU) |
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| Database Vendor, Version, Edition (32 or 64-bit) |
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| WebSphere Application Server Version (32 or 64-bit) |
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| RRDI/INSIGHT SETUP WIZARD RELATED MUSTGATHER |
| Run the setup wizard with TRACE logging enabled |
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| Is this a new install/upgrade? |
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| Is this an All-in-One install or Distributed? |
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| If you are upgrading Insight, was the Jazz namespace previously configured? |
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| What other non Jazz namespaces do you have configured? |
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Obtain the following logs/config files:
· <RRDI_Install>\setup\logs\rrdi_setup.log
· <RRDI_Install>\cognos\cmplst.txt
· <RRDI_Install>\cognos\logs\cogserver.log
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NOTE: If you run into issues in setup wizard dealing with the WebSphere Application Server (WAS) profile, please see the WebSphere related MustGather
| JAZZ NAMESPACE AUTHENTICATION RELATED MUSTGATHER |
| Obtain the application server logs using this InfoCenter topic |
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Obtain the following configuration files:
· <RRDI_Install>\cognos\configuration\jazzns_config.xml
· <RRDI_Install>\cognos\configuration\AAA.properties
· <RRDI_Install>\cognos\configuration\cogstartup.xml
· <WebSphere_Install>\AppServer\profiles\<server>\installedApps\<cell>\IBM Cognos.ear\p2pd.war\WEB-INF\web.xml
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| EXTRACT-TRANSFROM-LOAD (ETL) RELATED MUSTGATHER |
| Date and Time of failure |
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| Name of job that was executed |
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| Backup of Data Manager catalog |
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Obtain the following logs and configuration files:
· For ETLs run as data movement tasks, <RRDI_Install>\cognos\datamanager\log
· For ETLs run via Data Manager, <RRDIDevTools_Install>\cognos\datamanager\log
· The ri_jdbc.log (located in the <user_profile>\logs directory e.g. C:\Users\<username>\logs)
· If Java ETLs are enabled, a copy of the <app>-etl.log from the CLM server logs directory
| NOTE: If the ri_jdbc.log is not in the the <user_profile>\logs directory or that log is not showing entries from the most recent ETL jobs, check the C:\WINDOWS\SysWOW64\config\systemprofile\logs directory. |
| REPORT SERVER RELATED MUSTGATHER |
| Date and Time of failure |
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| Run the report SQL directly against the DB. You can find the report SQL by opening the report in Report Studio and going to Tools -> Show Generated SQL... |
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| Screenshot of Personal tab in My Preferences which shows default namespace and permissions that the logged in user has. |
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Obtain a copy of the following logs and configuration files:
· <RRDI_Install>\cognos\cmplst.txt
· <RRDI_Install>\cognos\configuration\jazzns_config.xml
· <RRDI_Install>\cognos\logs\cogserver.log (as well as backup logs if written to during failure)
· <RRDI_Install>\cognos\configuration\cogstartup.xml
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| LICENSING RELATED MUSTGATHER (INSIGHT ONLY) |
| DEVELOPMENT TOOLS RELATED MUSTGATHER |
| Confirm whether you can access the URIs configured in the Environment section of Cognos Configuration (especially Gateway and Dispatcher for external applications URIs) through a browser on the Dev Tools server. |
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| The cogstartup.xml file from Dev Tools server (<RRDI_Install>\cognos\configuration\cogstartup.xml) |
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| Verify that 32-bit client for database server is installed on the machine. |
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| WEBSPHERE APPLICATION SERVER (WAS) RELATED MUSTGATHER |
| IBM HTTP Server (IHS) |
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| MustGather: IBM HTTP Server SSL handshake and configuration problems |
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| Application Server (for each app server if multiple) |
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| Download IBM Support Assistant (ISA) Lite for WebSphere Application Server |
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| Provide Trace String for ISALite: “SSL=all” |
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| General |
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| Topology diagram and description |
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| Is there a load balancer in use? If so, what is the type? |
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| Is there a firewall in place? If so, where in the topology is it? |
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| Is the environment clustered? |
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| Is the hosts file being used as opposed to DNS? |
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| Is WAS admin security enabled? |
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| Virtual Host |
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| Is the default virtual host being used? |
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| If not, are multiple hosts defined? |
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| SSL Key Files |
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| How many keys are being used? |
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| Are any key files shared between software (ie – Plugin-cfg.xml and IHS Key file are often shared) |
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| Unix |
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| What is the user starting the HTTP server? |
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| Capture a print screen of https://<server>:<port>admin#action=com.ibm.team.reportsManagement.configureCustomReportsConnection |
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| If CLM 4.0 or higher, execute the ISALite Data Collector for CLM |
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| DATA WAREHOUSE RELATED MUSTGATHER |
| Which version of CLM or Insight are you upgrading from? |
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| Which version of CLM or Insight are you upgrading to? |
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| Which database vendor are you using for the data warehouse? |
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| Which operating system is hosting the data warehouse database? |
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Result of executing the following SQL SELECT statement against the data warehouse:
SELECT * FROM CONFIG.SYSCONFIG_INFO |
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| <CLM_Install>/server/repotools-jts_upgradeWarehouse.log (back up the database and re-run the repotools command if needed) |
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NOTE: Starting in CLM 4.0, RRDI 2.0 and Insight 1.1.1, you can customize the schema name. If you customized the schema name in your environment, you need to modify the
SELECT * FROM CONFIG.SYSCONFIG_INFO query to use your customized schema's name.
| Which database vendor are you planning to use for your data warehouse? |
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| Which operating system will host the data warehouse database? |
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| If using the RRDI Setup Wizard to create the Data Warehouse, Run the setup wizard with TRACE logging enabled |
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| If the database objects were created using repotools or jts/setup, provide the jts.log and a copy of the repotools-jts_createWarehouse.log found in the jts/server directory |
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| MIGRATING INSIGHT CUSTOMIZATIONS (XDC, Data Warehouse, FM Model) |
| Data Warehouse Customization |
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| Obtain a copy of the following logs and configuration files:
· <RRDI_DevTool_Install>\migration\<version>\dw\migrateDW.properties
· <RRDI_DevTool_Install>\migration\<version>\dw\migrateDW.properties
· <RRDI_DevTool_Install>\migration\<version>\dw\migrateDW.log
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| Command executed to run the migration |
| ETL Customization |
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| Obtain a copy of the following logs and configuration files:
· <RRDI_DevTool_Install>\migration\<version>\etl\migrateETL.log
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| A copy of the ETL catalog being migrated |
| Command executed to run the migration |
| Reporting Data Model (FM Model) |
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| <RRDI_DevTool_Install>\migration\<version>\fm\ (entire folder) |
| A copy of the FM model being migrated |
| Command executed to run the migration |
| XML Data Configuration |
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| A copy of the XML Data Configuration file being migrated |
| <RRDI_DevTool_Install>\migration\<version>\xdc\migrateXDC.log |
| Command executed to run the migration |
| Datea nd Time of the problem |
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| Which data model do you use? |
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| Screenshot of the problem |
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Obtain a copy of the following log file:
<RRDI_Install>\cognos\logs\cogserver.log
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| Which version of Data Services are you using? |
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| Which version of WebSphere is Data Services deployed on? |
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| Which Data Services adapter(s) are you using? |
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| A copy of the WebSphere logs for the Data Services profile (for example, C:\IBM\WebSphere\ AppServer\profiles\RationalDS\logs) |
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| Corresponding ETL logs (if ETL related) |
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| Copy of the web.xml from the Data Services WebSphere profile (e.g. C:\IBM\WebSphere\ AppServer\profiles\RationalDS\config\cells\<cell_name>\applications\DataServices.ear\deployments\DataServices\DataServices.war\WEB-INF\web.xml) |
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| RequisitePro |
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| Version of RequisitePro |
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| Copy of the ReqWeb catalog.txt |
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| Copy of the ReqWeb WebSphere logs |
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| Copy of the ReqPro XDC file |
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| ClearCase |
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| Version of ClearCase |
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| Copy of the ClearCase XDC file |
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| Is cleartool.exe in the system PATH? |
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| ClearQuest |
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| Version of ClearQuest |
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| ClearQuest Installation Path |
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| TestManager |
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| Version of TestManager |
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| Test Manager Installation Path |
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