Troubleshooting
Problem
Planning Analytics Web Tier hang (TM1 Application Server, TM1 Web, Spreadsheet Service)
Symptom
If you have encountered a scenario where your Web Tier is unresponsive and you believe that it can be hung - the first action that must be taken is to verify whether the server is hung or if it is just slow to process specific requests. This is an important step as there can be a long running process affecting subsequent processes/user actions, or a TM1 Server lock contention problem that makes the issue look like a problem with the Web Tier, when the real issue resides external to the Web Tier.
To rule out a long running process or a contention issue, use TM1Top or Planning Analytics Administration to view the active threads on the TM1 Server. If you see threads that are active (the run time continues to count up), then the TM1 Server is not truly hung and the investigation needs to start with understanding the specific user interactions occurring at this time.
Otherwise, the steps in this document cover the collection of details IBM Support requires in order to help diagnosing the problem.
To rule out a long running process or a contention issue, use TM1Top or Planning Analytics Administration to view the active threads on the TM1 Server. If you see threads that are active (the run time continues to count up), then the TM1 Server is not truly hung and the investigation needs to start with understanding the specific user interactions occurring at this time.
Otherwise, the steps in this document cover the collection of details IBM Support requires in order to help diagnosing the problem.
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Document Information
Modified date:
09 May 2025
UID
swg22002262