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Troubleshooting Guide
r2.x
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Contents
Chapter 1: Guide Scope Chapter 2: Troubleshooting Process 7 9
Troubleshooting Steps ......................................................................... 9 Failure Reported at Installation Completion ...................................................... 9 Problems after Potential Failure ................................................................ 10 Check the CMS and other BusinessObjects Services ............................................. 11 Start the CMS Service ......................................................................... 12 Check the Log File if Central Management Console Service Does Not Start .................... 12 Determine Database Connection Problem ....................................................... 13 Check the BusinessObjects Enterprise Tables ................................................... 13 Check the Database Connection Parameters .................................................... 13 Perform a Complete Uninstall .................................................................. 14 Run the CA Business Intelligence Installation Directly ........................................... 15 Reports not Running or Prompting for Credentials ............................................... 15
17
Technical Support Information ................................................................. 17 Collecting Installation Problem Information for Technical Support ............................ 18 Collecting Report Problem Information for Technical Support ................................. 21 Pre-Installation Configurations and Fixes ....................................................... 22 Installation on Machines below Minimum System Requirements .............................. 22 Installation Fails If CASHCOMP Has a Soft Link .............................................. 22 Install CA Business Intelligence and Oracle on the Same Machine ............................ 23 Processes Running after CA Business Intelligence Uninstall .................................. 23 CA Business Intelligence with IIS and SQL Server ........................................... 24 Environment Variables for Root Installation on Unix ......................................... 25 Creating an Oracle Instance ............................................................... 26 SQL Server as the CMS Database .......................................................... 27 Deployment of CA Business Intelligence Fails with WebSphere ............................... 28 Database Credentials Fail .................................................................. 29 Post-Installation Configurations and Fixes ...................................................... 29 Report Application Server (RAS) Not Enabled ............................................... 29 Modify the Java Runtime Environment (JRE) Provided by InfoView ........................... 31 Specific Failure Conditions ..................................................................... 33 Installation Fails with Error Code 16027 .................................................... 33
Contents 5
Troubleshooting Steps
The topics in this section provide a process to investigate a problem reported by the CA Business Intelligence installation and execution. You should follow the topics in the order provided until you have solved the problem. Prior to reporting a problem to support, review this process and the Other Troubleshooting (see page 17) chapter.
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The BusinessObjects servers including the following: Central Management Server Event Server Destination Job Server Input File Repository Server Output File Repository Server Crystal Reports Cache Server Program Job Server Crystal Reports Job Server Web Intelligence Job Server List of Values Job Server Connection Server Crystal Reports Page Server Web Intelligence Report Server Report Application Server
If any services are not running, start them through the CMC interface, then ensure the services are enabled. If the CMS and other BusinessObjects services are running, check to see if you can view reports in InfoView. If you view the reports, then your installation was successful; if not, then continue with the next troubleshooting section.
You should now be able to view reports in InfoView. If you cannot, see the next section to review the log file.
Check the Log File if Central Management Console Service Does Not Start
If the CMS service fails to start, search ca-install.log (located in the CA Business Intelligence installation directory) for the following types of entries starting at the end of the log and searching up.
Error: Unable to start CMS server. Start Session Authenticating user [ Administrator ] on servername:6400 using authType [secEnterprise] Exception caught: Unable to initialize session: Server servername not found or server may be down DBG -- Leave GetLastProgressMsg(), return = err: Error: Couldnt logon to CMS
Also ensure that SP2 and FP3.3 or SP4 are noted as installed successfully in the log. These errors generally indicate that some prerequisite specified in the Implementation Guide is not met or, more likely, the connection from BusinessObjects to the CMS database is not functioning properly. The following section provides information on troubleshooting the database connection. Correct these items and, if necessary, perform an uninstall and then reinstall.
12 Troubleshooting Guide
If not, and there is nothing pertinent that you can find in the log file, there is most likely something configured incorrectly with the database connection.
b.
3. Drop all the BusinessObjects tables (which are prefixed with CMS_) from the database if these tables are not to be used again. 4. Reboot the machine. Unix To ensure a complete uninstall on Unix 1. Stop all running BusinessObjects processes, which you can identify by running the following command:
ps ef | grep bobje
2. Recursively remove the CommonReporting directory. 3. Drop all the BusinessObjects tables (they are prefixed with CMS_) from the database if these tables should not be used again.
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2. Ensure the universe connection properties are correct. 3. Ensure the user running BusinessObjects has the READ/EXECUTE access to the oracle client access files (the 32-bit libraries) and then restart the BusinessObjects servers if Oracle is the database host. 4. Check the universe connection and the ODBC connection to ensure that they are testing successfully and that the references to the database and server match the correct values. You can create a small InfoView WEBI to test the universe connection to determine if that connection is the problem.
Can you log on to the Central Management Console? To access the Central Management Console you typically enter the following URL then proceed to the Central Management Console page to log in:
http://hostname:8080/businessobjects/enterprise115/adminlaunc h/launchpad.html
The BusinessObjects version, which can be obtained from the Central Management Console. Choose Servers, then hostname Web_IntelligenceReportServer, and in the Metrics tab you will see a documented version. The version.txt file which is typically installed in the following location:
installation_path/version.txt
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You can also find biek.properties and the ca-install.log in your %TEMP% location on Microsoft Windows or /tmp on Unix platforms in case the installation did not complete. Microsoft Windows-Specific Information For Microsoft Windows platforms, collect the following information and provide the output of the following commands in a .zip file: Screenshot of the winver command. If your CMS host is Oracle, the Oracle (or Oracle client) version:
"%ORACLE_HOME%/bin/sqlplus" -V
'set' of user who installed CA Business Intelligence, which must be a member of the Administrators group.
Unix-Specific Information For Unix platforms, collect the following information and provide the files or the output of the following commands in a .zip file: If Oracle is your CMS host, the for the Oracle (or Oracle client) version run:
"%ORACLE_HOME%/bin/sqlplus" -V
The 'env' of the following users: User that was provided during the installation, that owns the BusinessObjects installation. User who installed CA Business Intelligence, which must be root.
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22 Troubleshooting Guide
2. If during registration you encounter any errors or warnings such as "dll is registered to server but server entry point was not found," install the complete Microsoft .NET Framework and register the same version for IIS. Note: Often during SQL Server installation, only a partial Microsoft .NET Framework installs, which causes this problem. In the Microsoft .NET Framework folder, verify that the size of aspnet_isapi.dll is around 200kb. If the folder size is less than 200kb, the Microsoft .NET Framework was not installed completely on the machine, so I complete installation is necessary.
24 Troubleshooting Guide
26 Troubleshooting Guide
2. Using a text editor, open the file soap.client.props and locate the section SOAP Request Timeout. 3. Locate ibm.SOAP.requestTimeout and assign the number zero for the property value.
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To enable the RAS 1. Log in as the non-root user provided during the installation process. 2. Go to the bobje directory created by the installation:
cd INSTALLDIR/bobje
3. To enable only the RAS, invoke ccm.sh with the following command and options:
ccm.sh -enable HOSTNAME.ras -cms HOSTNAME:PORT -username BO_ADMIN_USER -password BO_ADMIN_PWD -authentication secEnterprise
For example:
ccm.sh -enable server42.ras -cms server42:6400 -username administrator -password admin123 -authentication secEnterprise
4. To enable all BusinessObjects servers, invoke ccm.sh with the following command and options:
ccm.sh -enable all -cms CMS:PORT -username BO_ADMIN_USER -password BO_ADMIN_PWD -authentication secEnterprise
5. To verify the status of all BusinessObjects servers, invoke ccm.sh with the following command and options:
ccm.sh -display -cms CMS:PORT -username BO_ADMIN_USER -password BO_ADMIN_PWD -authentication secEnterprise
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The next steps explain how to modify the following files to point to the new JRE installer: web.xml (two versions) inventory.xml
2. Locate and open web.xml using a text editor. This file is typically found in the following location:
\Program Files\Business Objects\Tomcat\webapps\businessobjects\WEB-INF\
4. Modify the <param-value> tag to point to your JRE executable, then save and close the file. 5. Open the second web.xml file in a text editor, which is typically found in the following location:
\Program Files\Business Objects\Tomcat\webapps\businessobjects\enterprise115\desktopl aunch\WEB-INF\
7. Modify the <param-value> tag to point to your JRE executable, then save and close the file. 8. Locate and open inventory.xml in a text editor. The file is typically found in the following location:
\Program Files\Business Objects\common\3.5\java\lib
<location> tag to point to your JRE executable file. <name> tag to with the executable file name for the desired version of the JRE.
11. Save and close the file. 12. Restart the Tomcat server.