Troubleshooting
Problem
Non-system admins receive “Account Information Error Cannot get user’s account information!” “_Not_TRANSLATED_(welcomeMsg)” error message upon login. They do not have access to any content and have no user profile available. System administrators do not see any issues and Cognos functions as expected.
Symptom
Error code is thrown upon any non-system admin user login
Non-system admin users cannot navigate Cognos, access reports or account information
When trying to run a report user gets "Cannot open object report"
Additional symptoms: If the user has a Custom Sing in/Welcome/Theme enabled all users will receive "
| AAA-AUT-0011 Invalid namespace was selected" |
[{"Product":{"code":"SSTSF6","label":"IBM Cognos Analytics"},"Business Unit":{"code":"BU048","label":"IBM Software"},"Component":"Administration and Configuration v11x","Platform":[{"code":"PF033","label":"Windows"}],"Version":"11.0.6","Edition":"All Editions","Line of Business":{"code":"LOB76","label":"Data Platform"}},{"Product":{"code":"SS6G84","label":"IBM Cognos Analytics on Cloud"},"Business Unit":{"code":"BU048","label":"IBM Software"},"Component":" ","Platform":[{"code":"","label":""}],"Version":"","Edition":"","Line of Business":{"code":"LOB76","label":"Data Platform"}},{"Product":{"code":"SSLKT6","label":"IBM Maximo Asset Management"},"Business Unit":{"code":"BU048","label":"IBM Software"},"Component":" ","Platform":[{"code":"","label":""}],"Version":"","Edition":"","Line of Business":{"code":"LOB77","label":"Automation Platform"}}]
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Document Information
Modified date:
13 January 2026
UID
swg22005356