IBM Support

Some user(s) get message 'The account code is invalid' when opening Data Entry form for new account(s)

Troubleshooting


Problem

New accounts have been added into a form. Some users can see the account descriptions, but others cannot.

Symptom

  • User A opens a form
    • The account descriptions (inside the cells) are correctly filled in (for example cell E12 says "Revenue Renewals" or whatever).
  • User B opens the SAME form
    • For this user, the account descriptions (inside the cells) for the new accounts are NOT correctly filled in
    • For example, cell E12 says "The account code is invalid"

Cause

There are several potential causes.

  • Scenario #1 - User B's local Controller cache files are out of date
  • Scenario #2 - Controller database has been greatly changed recently, and is in need of an internal optimisation.
  • Scenario #3 - Version 8.5/8.5.x of Controller is being run with a SQL 2000 main Database (unsupported).

Resolving The Problem

Scenario #1 - Ask the 'bad' end user to clear local cache

Steps:

  1. Ask the 'bad' end user to do the following:
  2. Launch Controller as normal
  3. Click 'Maintain - Special Utilities - Clear Local Cache'


Scenario #2 - Perform an internal database optimisation

Steps:
  1. Ask the superuser to do the following:
  2. Ensure no other users logged onto the system
  3. Logon as an Administrator (for example ADM)
  4. Click 'Maintain - User - Single Mode'
  5. Click 'Maintain - Database - Optimize'
  6. Tick all options
  7. Perform a database optimization.

Scenario #3 - If using MS SQL, check your version is supported/upgrade your version - see link below. SQL 2000 for the main Controller database may appear run for Controller 8.5/8.5.1 but will cause issues.

[{"Product":{"code":"SS9S6B","label":"IBM Cognos Controller"},"Business Unit":{"code":"BU059","label":"IBM Software w\/o TPS"},"Component":"Controller","Platform":[{"code":"PF033","label":"Windows"}],"Version":"8.5.1;8.5;8.4;8.3;8.2;8.1MR1;8.1","Edition":"Edition Independent","Line of Business":{"code":"LOB10","label":"Data and AI"}}]

Historical Number

1042156

Document Information

Modified date:
15 June 2018

UID

swg21367457

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