Troubleshooting Guide

Business Intelligence Release 12.0 for POINT IN and Agency Link Troubleshooting Guide... The Business Intelligence Troubleshooting Guide provides problem solving information for Business Objects. Revision date - June 30, 2006 2006 Computer Sciences Corporation. El Segundo, California. All rights reserved. No part of this publication may be reproduced by any means without written permission from Computer Sciences Corporation. Printed in U.S.A. All questions regarding this documentation should be routed through customer assistance, Blythewood, SC, 803-333-6200 or email pcssupport@csc.com. Trademarks: The Business Objects logo, BusinessMiner, BusinessQuery, and WebIntelligence are registered trademarks of Business Objects SA in the US and/or other countries.

TABLE OF CONTENTS Table of Contents... Chapter 1: Business Objects Error Message Guide...4 Chapter 2: Business Objects Installation Errors...5 No Business Objects Programs in Windows Start Menu...5 Chapter 3: Web and Server Errors...7 ASP Code Shows When the InfoView URL Is Called from a Browser...7 ASP Error... 11 Business Objects Server Not Ready... 12 Configuring WebIntelligence as a Service... 13 Configuration Tool Does Not Launch... 14 Excel Documents Not Refreshing in InfoView... 15 Exporting to Excel Data Different Than the Report... 16 License Key Expired... 19 Notify.exe Icon... 22 ORB Files Error Message... 23 Reports Hang in InfoView... 26 Service Unavailable... 27 WebIntelligence Fails to Start... 29 WebIntelligence Java Report Panel Cannot Connect to the Server... 32 WebIntelligence Will Not Shut Down Properly... 33 Chapter 4: Universe and Report Errors... 35 Business Objects Dropping Records... 35 Cannot Open a Business Objects Report through InfoView... 38 Cannot Open a Business Report Locally... 40 Designer Publishing Groups... 43 Nested Prompts... 44 No Data in the Table in Full Client Report... 45 Not Authorized to Open Universe or Report... 46 Universe Already Exists in Universe Domain... 47 Chapter 5: Configuration and Connection Errors... 50 Broadcast Agent Scheduler - Remote Procedure Call Failed... 50 Columns in Tables Not Appearing after Universe Is Imported from Repository 52 CORBA Error (BCB0008) - Scheduler Cannot Be Contacted... 54 Error During SQL Generation... 57 Free Disk Space Reduced in High Percentage Daily Rates on Business Objects Application Servers... 58 2 Business Intelligence Troubleshooting Guide Copyright 2006 CSC. All Rights Reserved.

TABLE OF CONTENTS How to Repair the Disabled General Supervisor ID When There Is No Backup ID 63 Implicit Row Limitation... 68 Incorrect SQL Generation in InfoView Server and in Full Client PC... 70 iseries Access ODBC Driver Exception while Running a Report... 73 Network Layer Not Available... 75 Port Used by Default by Business Objects Needed for a Different Application77 SQL Login Failed Trusted Connection Needed... 79 Chapter 6: Import Package and DTS Errors... 81 Data Source Name Not Found and No Default Driver Specified - Daily Import81 Error Description: Path Not Found Error on Line 16... 83 Cannot Find Specified Package in the Storage Location - Daily Import... 84 Communication Link Failure (rc=8002) - Daily Import... 85 Communication Link Failure (rc=8011) - Daily Import... 86 Extended Dynamic Support Disable - Daily Import... 87 Copyright 2006 CSC. All Rights Reserved. Business Intelligence Troubleshooting Guide 3

Chapter 1 BUSINESS OBJECTS ERROR MESSAGE GUIDE Chapter 1: Business Objects Error Message Guide... Business Objects has compiled a comprehensive list of common errors and resolutions for these errors in the Business Objects Error Message Guide (Error_message.pdf). This guide is installed for the server and for the Full Client PC in the directory \installpath\businessobjects Enterprise 6\onlineguides\en. 4 Business Intelligence Troubleshooting Guide Copyright 2006 CSC. All Rights Reserved.

BUSINESS OBJECTS INSTALLATION ERRORS No Business Objects Programs in Windows Start Menu Chapter 2: Business Objects Installation Errors... No Business Objects Programs in Windows Start Menu.... Problem Description You have followed the installation instructions for Business Objects and have received no error messages during installation. However, when you go to the Windows Start menu, there are no references to Business Objects. Solutions There are three possible causes, each with a different solution for this issue. Cause 1 The computer is a stand-alone client, not connected to (or perhaps disconnected from) a network. Solution to Cause 1 1 Load the first Business Objects CD-ROM and choose Install Products. 2 Select English Language. 3 Click Next to continue. 4 Click Next on the Welcome Screen to continue with the installation. It may take a minute for this button to become enabled as the installation program is scanning for installed products. 5 Choose the Modify option button and then click Next. Copyright 2006 CSC. All Rights Reserved. Business Intelligence Troubleshooting Guide 5

Chapter 2 BUSINESS OBJECTS INSTALLATION ERRORS No Business Objects Programs in Windows Start Menu 6 Choose Desktop Products and select the appropriate Business Objects programs before clicking Next. 7 Continue by selecting Install to reinstall the missing pieces. You may be prompted for the other CDs. Click OK after changing CDs. 8 Click Finish to dismiss the completion message at the end of installation. The Windows Start menu should now have the appropriate items under the heading Business Objects. Cause 2 The Business Objects key does not allow the user to have the clientbased tools chosen during installation. Solution to Cause 2 If the user is certain they should have rights to install the software components desired, contact CSC s Configuration Management to obtain the proper license file. After verification of the license agreement, Configuration Management will email the key file. Cause 3 The user opted to do a custom installation of the Business Objects key but did not select any desktop products for installation. Solution to Cause 3 Follow the same steps as listed in Solution to Cause 1. 6 Business Intelligence Troubleshooting Guide Copyright 2006 CSC. All Rights Reserved.

WEB AND SERVER ERRORS ASP Code Shows When the InfoView URL Is Called from a Browser Chapter 3: Web and Server Errors... This chapter gives problem descriptions and solutions for Web and server error messages. ASP Code Shows When the InfoView URL Is Called from a Browser.... Problem Description A user executes the installation of Business Objects and proceeds as suggested in the installation guide. The user follows the steps in the Post Installation Procedures section but cannot continue after the first step in that section. The page from the application server (http://<hostname>/wiasp/) is typed, from a Web browser on the server, to verify the default Web site is started on IIS. However, the user cannot see the Web pages. At this moment, the Login page does not appear, but instead the code for an ASP page appears. The Web server is not working properly. The screen below appears on the server: Copyright 2006 CSC. All Rights Reserved. Business Intelligence Troubleshooting Guide 7

Chapter 3 WEB AND SERVER ERRORS ASP Code Shows When the InfoView URL Is Called from a Browser Figure 1. Message on the server Solutions There are two solutions for this issue. Cause The Internet Explorer Enhanced Security Configuration module has been installed on the Windows 2003 server. Solution 1 Uninstall the "Internet Explorer Enhanced Security Configuration" module through the path Settings > Control Panel > Add remove programs > Add remove Windows Components. Figure 2. Uninstall Internet Explorer Enhanced Security Configuration 8 Business Intelligence Troubleshooting Guide Copyright 2006 CSC. All Rights Reserved.

WEB AND SERVER ERRORS ASP Code Shows When the InfoView URL Is Called from a Browser Solution 2 1 Include the InfoView Web site as a trusted site from your machine. On the server that is facing the issue, open a Web browser and go to the Tools menu. Select Internet Options, and then select the Security tab. Figure 3. Internet Options 2 Click Sites to add the new Web site to the list of trusted Web sites. Copyright 2006 CSC. All Rights Reserved. Business Intelligence Troubleshooting Guide 9

Chapter 3 WEB AND SERVER ERRORS ASP Code Shows When the InfoView URL Is Called from a Browser Figure 4. Add the new Web site 3 Type the URL for InfoView's Web site that the user created (http://<hostname>) and click Add. Click Close and finish by clicking OK. Restarting the server is not necessary. 10 Business Intelligence Troubleshooting Guide Copyright 2006 CSC. All Rights Reserved.

WEB AND SERVER ERRORS ASP Error ASP Error.... Problem Description "HTTP 500.100 - Internal Server Error - ASP error; Active Server Pages (0x8002802B); An error occurred while creating object 'WebIServer'; GET /wiasp/scripts/login/webistart.asp" after you install WebIntelligence version 6.x. After you install WebIntelligence version 6.x, you try to log in to WebIntelligence and you receive the following HTTP error: "HTTP 500.100 - Internal Server Error - ASP error Active Server Pages (0x8002802B) An error occurred while creating object 'WebIServer' GET /wiasp/scripts/login/webistart.asp" Solution Reboot the system immediately after you install WebIntelligence version 6.x. If rebooting the system does not work, then follow these steps: 1 Shut down the WebIntelligence Server. 2 Open Configuration Tool. 3 Delete the current ASP instance and then recreate it. 4 Reboot the system. Copyright 2006 CSC. All Rights Reserved. Business Intelligence Troubleshooting Guide 11

Chapter 3 WEB AND SERVER ERRORS Business Objects Server Not Ready Business Objects Server Not Ready.... Problem Description (Error: INF 00105) when you try to log in to WebIntelligence. When you click the blue login button, you receive the following error: The Business Objects server is not ready. (Error: INF 00105) Solutions There are two causes/solutions for this issue. Cause 1 The WILoginServer authentication method is set to Windows Authentication, but IIS is not set to Integrated Windows Authentication. Solution to Cause 1 Follow these steps: 1 Open the Internet Services Manager (IIS). 2 Expand the Default Web site folder to the wiasp folder. 3 Right click on the wiasp folder and select Properties. 4 Go to the Directory Security tab and click Anonymous Access and Authentication. The Authentication Methods window appears. 5 Check the Integrated Windows Authentication option and uncheck the Anonymous access option. Cause 2 The WILoginServer authentication method is set to Windows Authentication, but the NT account of the user trying to log in does not exist in the Business Objects repository. Solution to Cause 2 Create an entry in the Business Objects repository for the NT account of the user trying to log in to WebIntelligence. Note: Change the WILoginServer authentication method to Business Objects Standard if you do not intend to use the Windows Authentication option. Otherwise, follow the resolutions above. 12 Business Intelligence Troubleshooting Guide Copyright 2006 CSC. All Rights Reserved.

WEB AND SERVER ERRORS Configuring WebIntelligence as a Service Configuring WebIntelligence as a Service.... Problem Description Error message: java.lang.nullpointer exception when configuring WebIntelligence as a service (updating the service parameters). Cause Account name or password being used has an invalid or special character. Solution Follow these steps: 1 Check the configuration tool log files, usually located in the install directory\logs (the name for it is: configdatetime.ini), and search for the method checkpassword(). 2 If this method appears in the log, then create a new account without the underscore and a password with valid characters (# sign instead of & symbol may help). Copyright 2006 CSC. All Rights Reserved. Business Intelligence Troubleshooting Guide 13

Chapter 3 WEB AND SERVER ERRORS Configuration Tool Does Not Launch Configuration Tool Does Not Launch.... Problem Description The Configuration Tool does not launch after a successful configuration of Business Objects server products. Solution Ensure that video drivers are installed and those drivers allow at least 800 x 600 resolution and 256 colors. 14 Business Intelligence Troubleshooting Guide Copyright 2006 CSC. All Rights Reserved.

WEB AND SERVER ERRORS Excel Documents Not Refreshing in InfoView Excel Documents Not Refreshing in InfoView.... Problem Description and Solution You created the report in Full Client with an Excel data provider. When you export to the repository, you need the Excel file's path mapped on the WebIntelligence server for it to refresh properly. If not, the path will not be viable, and it cannot be refreshed. We suggest creating this report off of the Excel provider while that file is on a shared network drive. Map this network drive on the WebIntelligence server. Then when you retrieve the report in WebIntelligence, refresh it to see that the path will be valid or not. There is a Microsoft bug (usually seen with Access MDB files accessed through a shared drive on a server) that will not allow this shared access to happen. If you still experience the issue, accessing the Excel file through WebIntelligence when the path to the file is shared on the server, then place the file on the server and share that location. Create the report off of that location, and export to the repository. Copyright 2006 CSC. All Rights Reserved. Business Intelligence Troubleshooting Guide 15

Chapter 3 WEB AND SERVER ERRORS Exporting to Excel Data Different Than the Report Exporting to Excel Data Different Than the Report.... Problem Description Exporting to Excel using Full Client shows more records or different data than the Business Intelligence report. When the user opens a report through Business Objects (Full Client) and uses the export function, as shown in the steps below, duplicate rows are included in the output file. 1 From the Data menu, select the View Data option to open the Data Manager. 2 Click Export. 3 Select Microsoft Excel Files (*.xls) when the Export To external format windows is displayed. 4 Click OK. Figure 5. Export To External Format The Microsoft Excel output file shows more rows than the current Business report (.REP), and some current variables within the report are not displayed as columns in the Microsoft Excel output file. 16 Business Intelligence Troubleshooting Guide Copyright 2006 CSC. All Rights Reserved.

WEB AND SERVER ERRORS Exporting to Excel Data Different Than the Report Cause The export operation, using the View Data option in the Data menu, exports the rows in the Data provider, not the rows in the report. The rows in the Data provider are usually less than or equal to the number of rows shown within the report. The number of rows shown within the report will be less than the number of rows in the Data provider when at least one measure variable is created within the report or at least one measure object is pulled within the query panel. The export operation, using the View Data option in the Data menu, exports the raw data (fields and rows) returned by the query. Solution Follow the steps below to create an Microsoft Excel file as an output of the current report (REP file): 1 From Business Objects - Full Client, select File menu > Save As. 2 In the Save as type drop-down box, select Microsoft Excel Worksheet (*.xls) to save the output file as an Excel file. Figure 6. Save As Type Save as Excel file in InfoView This process (Save as Excel file) is available for InfoView users who have the appropriate rights. Copyright 2006 CSC. All Rights Reserved. Business Intelligence Troubleshooting Guide 17

Chapter 3 WEB AND SERVER ERRORS Exporting to Excel Data Different Than the Report Figure 7. Save Document in Microsoft Excel Format for InfoView Users Save as Excel file for Scheduling This process (Save as Excel file) is available for scheduling when the report is sent to corporate documents or scheduled directly using Broadcast Agent. Figure 8. Send Document to Broadcast Agent/Schedule Corporate Documents 18 Business Intelligence Troubleshooting Guide Copyright 2006 CSC. All Rights Reserved.

WEB AND SERVER ERRORS License Key Expired License Key Expired.... Problem Description Error: INF 00130 (65535) appears when opening a report through InfoView. After the server is rebooted and the repository is scanned and repaired, the error message is still displayed in the browser. A new temp license key is set in the license folder. The same license key expired message still appears in InfoView after the following steps are followed. 1 Reboot the server. 2 Log in to Full Client on the server. The license key expired message still appears. On the server, the documents from Corporate Documents can be opened using Full Client. The Local Security Policy was checked to make sure the user account running WebIntelligence has rights to: Access this computer from the network Act as part of the operating system Back up files and directories Log on as a batch job Log on as a service Restore files and directories DCOM configuration was checked to make sure the user account, interactive and system, was in all of the security permissions. IIS was checked to verify it has scripts and executables for wiasp and wiasp/bin. Cause The new XML License key is located in a different directory from which it was installed. Solution Follow these steps to verify which directory the license key was placed originally when Business Objects was installed on the server, and then move the new XML license key to that directory. Copyright 2006 CSC. All Rights Reserved. Business Intelligence Troubleshooting Guide 19

Chapter 3 WEB AND SERVER ERRORS License Key Expired 1 From the Start menu, select Run. Enter "regedit" and press Enter. The registry opens. 2 Back up the registry before doing anything else. 3 Open the path: Hkey_Local_Machine\software\Business Objects\ Suite 6.0\default\Shared\General\Directories. 4 Open the license string as indicated in the figure below. Figure 9. Registry Path 5 Note the directory that the license registry key is pointing at. 6 Close the registry editor. 7 Put the temp new XML license key in this location. 8 Stop and restart WebIntelligence. 9 Log in to InfoView and Full Client. The Full Client documents can be viewed in InfoView if no error messages were received. Note: The registry can be edited and changed to point to the appropriate location instead of moving the XML license key to the value of 20 Business Intelligence Troubleshooting Guide Copyright 2006 CSC. All Rights Reserved.

WEB AND SERVER ERRORS License Key Expired the string value in the registry path, as mentioned above, or the product can be reinstalled. Working with the registry keys always requires specialized support. Copyright 2006 CSC. All Rights Reserved. Business Intelligence Troubleshooting Guide 21

Chapter 3 WEB AND SERVER ERRORS Notify.exe Icon Notify.exe Icon.... Problem Description The Notify.exe icon, on the toolbar, blinks for a long time (sometimes more than 15 minutes) when you start the server or WebIntelligence manually. The Application log of the Windows Event Viewer shows the following error message for the source Perflib: The open procedure for service "bh" in DLL "bhmon.dll" has taken longer than the established wait time to complete. The wait time in milliseconds is shown in the data. Note: WebIntelligence is running in the background and users can connect to the server from InfoView. Solution This error concerns the Microsoft Network Monitor Agent service (it is not a default service). Set the Microsoft service to Automatic and everything will work correctly. This issue only occurs when the service settings are set to "Manual" or "Disable." 22 Business Intelligence Troubleshooting Guide Copyright 2006 CSC. All Rights Reserved.

WEB AND SERVER ERRORS ORB Files Error Message ORB Files Error Message.... Problem Description You successfully installed the Business Objects version 6.1 server products. After you define a server as a Primary Node with the Configuration Tool, you receive the error message: Business Objects ORB files have not been created (Error: CFT 00501). This dialogue box asks for the node and cluster information. In addition, the WebIntelligence icon, located at the bottom, disappears. Even after changing the ports, the error is similar: com/bo/asf/manager/nodemanager.class is not found. Workaround The following three workarounds worked with separate conditions: 1 Make sure you install to a simple path (for example, <drive>:\bo6\). Do not use spaces. 2 Changed the node name and shortened the cluster name to less than eight characters. 3 Check the path where Business Objects is installed. From the Start menu, select Settings > Control Panel > System > Advance tab, then the Environment Variables button. Look for a system variable called Path. Edit the Path variable and make sure it does not contain any bad characters ("~"). Cause Microsoft KB number Q121007 (How to Disable the 8.3 Name Creation on NTFS Partitions) or number Q210638 (How to Disable Automatic Short File Name Generation), which are applied to the operating system, are causing the issue. These KBs prevent the system from using the 8.3 formats for directory creation. If you open the Configuration Tool log files, you will receive the following error: Configuring the ORB services... Copyright 2006 CSC. All Rights Reserved. Business Intelligence Troubleshooting Guide 23

Chapter 3 WEB AND SERVER ERRORS ORB Files Error Message OUTPUT>[LOG] : updating the configuration file (C:\PROGRA~1\Business Objects\BusinessObjects Enterprise 6\nodes\brzs02\mycluster\config\domains\mycluster.cfg) OUTPUT>[LOG] : configuring the ASF services... OUTPUT>[LOG] : starting ORB node... ERROR>'C:\PROGRA~1\Business' is not recognized as an internal or external command, ERROR>operable program or batch file. And the ORB variables are defined as: OUTPUT>[LOG] : - INSTALLDIR = 'C:\PROGRA~1\Business Objects\BusinessObjects Enterprise 6' OUTPUT>[LOG] : - RUNTIME_MODE = 'bin' OUTPUT>[LOG] : - JAVA_HOME = 'C:\PROGRA~1\Business Objects\BusinessObjects Enterprise 6\bin\jre' OUTPUT>[LOG] : - PERLEXE = 'C:\PROGRA~1\Business Objects\BusinessObjects Enterprise 6\perl\bin\perl.exe' Instead of having the 8.3 directories formats, this is the correct version: OUTPUT>[LOG] : - INSTALLDIR = 'C:\PROGRA~1\BUSINE~1\BUSINE~1' OUTPUT>[LOG] : - RUNTIME_MODE = 'bin' OUTPUT>[LOG] : - JAVA_HOME = 'C:\PROGRA~1\BUSINE~1\BUSINE~1\bin\jre' OUTPUT>[LOG] : - PERLEXE= 'C:\PROGRA~1\BUSINE~1\BUSINE~1\perl\bin\perl.exe' Solution This resolution involves making a modification to the System Registry. This is not an operation supported under normal procedures of Business Objects. Therefore, we recommend that this operation only be performed under the direction of customer support staff. Create a backup of the system registry before making any changes. Undo Microsoft KB number Q121007 and number Q210638 registry modifications. Both of these KBs modify the same registry variable by setting the value to 2. Follow these steps to disable the 8.3 name creation on all NTFS partitions: 1 Start Regedt32.exe and locate the following registry key: HKEY_LOCAL_MACHINE\SYSTEM\CurrentControlSet\Control\ FileSystem 2 Select the "NtfsDisable8dot3NameCreation" entry. Note: By default, the value for this entry is set to zero "0." 3 In the Edit menu, click DWORD. Enter a value of 1 in the Data field. 24 Business Intelligence Troubleshooting Guide Copyright 2006 CSC. All Rights Reserved.

WEB AND SERVER ERRORS ORB Files Error Message 4 Click OK and then close Regedt32. 5 Reboot your server. 6 Change the value of the registry entry NtfsDisable8dot3NameCreation (from steps one and two above) back to 0. 7 Reboot the server again. 8 Uninstall the Business Objects server products and then reinstall them again. Copyright 2006 CSC. All Rights Reserved. Business Intelligence Troubleshooting Guide 25

Chapter 3 WEB AND SERVER ERRORS Reports Hang in InfoView Reports Hang in InfoView.... Problem Description Reports hang after selecting Show All Values in a prompt when refreshing report in InfoView. Solution On the WebIntelligence server, check the DCOM settings: 1 From the Start menu, select Run. Enter "dcomcnfg." Press Enter. 2 On the Applications tab, double click BusinessObjects.Document. 3 On the Security tab, click Edit for the Custom Configuration Permissions. 4 Make sure you have both Interactive and System users there with Full Control permissions. Add them if they are not there. 5 Follow steps 3-5 for the entry Business Objects Application (if present) as well. 6 From the Applications tab, go to the Default Security tab. 7 Click Edit on Default Access Permissions. 8 Make sure you have Interactive and System users with Allow Access permissions. 9 Click on Edit for Default Launch Permissions. 10 Confirm that Interactive and System exist with Allow Launch permissions. 26 Business Intelligence Troubleshooting Guide Copyright 2006 CSC. All Rights Reserved.

WEB AND SERVER ERRORS Service Unavailable Service Unavailable.... Problem Description You try to start WebIntelligence but all of the processes are not starting. You try to login and you receive error "503 Service Unavailable." Cause WebIntelligence processes are not starting because the WebIntelligence service account does not have the proper privileges. Solution Follow these steps to apply the proper privileges on the WebIntelligence service account. 1 Create a local admin account (if you do not already have one). a From the Start menu, select Settings > Control Panel > Administration Tools > Services. b c Right click on the WebIntelligence Cluster service and select Properties. Select the Log On tab and check the option "this account." Set it as a Local Admin account. 2 Add your local admin account into the following six user right assignments by going to Start > Programs > Local Security Policy > Local Policies: a b c d e f Act as part of the operating system. Log on as a batch job. Log on as a service. Access this computer from the network. Back up files and directories. Restore files and directories. 3 Apply the proper privileges: Copyright 2006 CSC. All Rights Reserved. Business Intelligence Troubleshooting Guide 27

Chapter 3 WEB AND SERVER ERRORS Service Unavailable a b c d e f g h i j k l Go to a command prompt and enter "DCOMCNFG.exe" to launch the Distributed COM Configuration Properties application. Select the Default Security tab. Edit the Default Access Permissions to "Allow Access" for the user. Add Default access (Allow Access) permission to Administrators, Interactive, and System. Edit the Default Launch Permissions to "Allow Launch" for the user. Add Default Launch (Allow Launch) permission to Administrators, Interactive, and System. Edit the Default Configuration Permissions to "Full Control" for the user. Add Default Configuration (Full Control) permission to Administrators, Interactive, and System. Click Apply and reboot when prompted. Go back to the Distributed COM Configuration Properties application and select the Applications tab. Select BusinessObjects.Document and click Properties. Under the Identity tab, set to "This User." Select the local Admin account that WebIntelligence services is using. Under the Security tab, change all of the options to "Custom" and then click Edit for each one. Make sure to add entries for Administrator, Interactive, and System with maximum privileges for each (set "Allow access" for access permission, "Allow launch" for launch permission, and "Full control" for configuration permission). Follow steps h-k for the entry BusinessObjects.Application (if present). m Click OK. n Reboot the server. 28 Business Intelligence Troubleshooting Guide Copyright 2006 CSC. All Rights Reserved.

WEB AND SERVER ERRORS WebIntelligence Fails to Start WebIntelligence Fails to Start.... Problem Description The WebIntelligence icon is grayed out on the task bar. The browser is pointed to the login page of WebIntelligence and it appears to be normal. However, when the login button is clicked, instead of being presented with a login prompt for user name and password, the message "HTTP: 503 service Unavailable" appears. Solutions There are two causes/solutions for this issue. Cause 1 Service Parameters need to be refreshed in the application server after operating system patches have been installed or the IP address of the server has changed. Solution to Cause 1 1 Open the configuration tool on the Business Intelligence server because WebIntelligence is grayed out. Figure 10. Configuration Tool 2 Select Service Parameters. 3 Select Update service parameters from the drop-down box. 4 Click Next. Copyright 2006 CSC. All Rights Reserved. Business Intelligence Troubleshooting Guide 29

Chapter 3 WEB AND SERVER ERRORS WebIntelligence Fails to Start Figure 11. Cluster Management 5 Fill the information for the account that is starting Business Objects in the server. 6 Click Next. 7 Accept default values. 8 Click Finish. Cause 2 Servers cannot be contacted because of failed server name resolution. The ORB components cannot resolve the name of the server in the environment. Everything appears normal in the general configuration, suggesting that communication with the repository database is good and the Web server is on. You attempt to use the "ping -a" command to test connectivity between servers, using the machine names, but the ping times out. You log in to the Configuration Tool, go to the Primary Node tab and click "Name Resolution," but it fails to resolve the machine name. Solution to Cause 2 You must add the server's machine information (IP address and name) into the "host" file on each server machine. This file is found in the following directory: 30 Business Intelligence Troubleshooting Guide Copyright 2006 CSC. All Rights Reserved.

WEB AND SERVER ERRORS WebIntelligence Fails to Start C:\Windows\System32\drivers\etc\ Copyright 2006 CSC. All Rights Reserved. Business Intelligence Troubleshooting Guide 31

Chapter 3 WEB AND SERVER ERRORS WebIntelligence Java Report Panel Cannot Connect to the Server WebIntelligence Java Report Panel Cannot Connect to the Server.... Problem Description You start WebIntelligence but are unable to run reports. Although the error shown below is specific to Webintelligence, similar problems could be expected in InfoView. Figure 12. Error Message Cause Servers tend to be updated to the latest version, service pack, or patch when the software becomes available. This is done to take advantage of new functionality or to plug holes in security. Most often, the software works without problems because the software is designed to be backwards compatible. However, this is not always true. CSC has not found any problems working with several versions of Java 1.4X, but compatibility issues, like this one, were discovered with Java 1.5. Solution Business Objects does not support the newer version of Java (1.5). CSC recommends that if it is currently being used, Java 1.5 should be uninstalled and Java 1.4X should be installed. Java is delivered as a separate item on the Business Objects 6.5.1 installation (last) CD-ROM. 32 Business Intelligence Troubleshooting Guide Copyright 2006 CSC. All Rights Reserved.

WEB AND SERVER ERRORS WebIntelligence Will Not Shut Down Properly WebIntelligence Will Not Shut Down Properly.... Apply the following steps to make sure you have the proper privileges set: Step 1 1 From the Start menu, select Settings > Control Panel > Administrative Tools > Services. 2 Select WebIntelligence Services. 3 Set "Log On" as "This Account" and assign this to a local admin account (create one if you do not have any). Step 2 Add your local admin account into the following six user right assignments, from Start > Programs > Admin Tools > Local Security Policy > Local Policies. 1 Act as part of the operating system. 2 Log on as a batch job. 3 Log on as a service. 4 Access this computer from the network. 5 Back up files and directories. 6 Restore files and directories. Step 3 Set correct privileges configuration: 1 From the Start menu, select Run. Enter "dcomcnfg." Press Enter. 2 Change Identity For BusObj.exe Automation server to "This User." Select the local Admin account, which WebIntelligence services are using, and test this user account. 3 Click on the Run DCOM Config button. Copyright 2006 CSC. All Rights Reserved. Business Intelligence Troubleshooting Guide 33

Chapter 3 WEB AND SERVER ERRORS WebIntelligence Will Not Shut Down Properly 4 Click on the Default Security tab. 5 Edit the Default Access Permissions to "Allow Access" for the user. Add Default Access (Allow Access) permission to Administrators, Interactive, and System. 6 Edit the Default Launch Permissions to "Allow Launch" for the user. Add Default Launch (Allow Launch) permission to Administrators, Interactive, and System. 7 Edit the Default Configuration Permissions to "Full Control" for the user. Add Default Configuration (Full Control) permission to Administrators, Interactive, and System. 8 Click Apply and reboot when prompted. After rebooting the machine, test this issue by stopping the services using the winotify icon. 34 Business Intelligence Troubleshooting Guide Copyright 2006 CSC. All Rights Reserved.

UNIVERSE AND REPORT ERRORS Business Objects Dropping Records Chapter 4: Universe and Report Errors... This chapter gives problem descriptions and solutions for universe and reports error messages. Business Objects Dropping Records.... Q: Why is Business Objects dropping records I need in a report and what can I do about it? A: By default, Business Objects joins tables together in the universe using an inner-join. This means if a report uses objects from two tables, a record must exist in both tables of Business Objects with the same key fields or it will not display the record in the report. For example, perhaps you want policy number and driver's license number on a report. These are found in two different database tables. In this case, you would not want other lines-of-business records (for example, Worker's Compensation) to appear in the report with policy and driver information. The inner join is correct for this situation. There are many circumstances where the user does not want a record dropped, like for a description not entered in a support table. In most of these instances, CSC has set the table join to be an outer join, so the record is not dropped. Here, the user needs to take no special action. However, it is possible the user wants the dropped records where an inner-join exists. In our example of policy number and driver's license number, the user may want a report to show where driver's license number was not entered (either intentionally or accidentally). The user can either modify the universe to make the join an outerjoin or the report can be modified to override the SQL created when a report is built. If the outer join is needed all of the time, then the Copyright 2006 CSC. All Rights Reserved. Business Intelligence Troubleshooting Guide 35

Chapter 4 UNIVERSE AND REPORT ERRORS Business Objects Dropping Records join(s) in the universe should be changed to outer-joins. The steps are as follows: 1 Open Business Objects Designer. 2 Locate a link between two tables in question and double click to edit. 3 Check the Outer Join check box for the link. 4 Repeat steps 2-3 for all links between these two tables. 5 Compare what was just done, if necessary, with a link that is already set as an outer-join. The outer-join shows up as a small "o" at one end of the link. 6 Save and create a test report to ensure the change was correctly made. If the outer join is needed for only this report, it is better to modify the report than the universe. The steps are listed here as follows: 1 Click Edit Data Provider. 2 Click SQL. 3 Check Do not generate SQL before running the check box. 4 In the FROM section, replace table one name, table two name with: 5 Click OK. The first table name, the words "LEFT OUTER JOIN ", the second table name, the word "ON" and then all of the tables previously being joined in the "WHERE" section of the code. If there are no other filters, the "WHERE" section may be deleted. 6 Click Run. 7 Validate the results. An example of before and after is shown below. 36 Business Intelligence Troubleshooting Guide Copyright 2006 CSC. All Rights Reserved.

UNIVERSE AND REPORT ERRORS Business Objects Dropping Records Original Inner Join Example: SELECT PMSP0200.POLICY0NUM, ASBLCPP.BLBDTX FROM PMSP0200, ASBLCPP WHERE ASBLCPP.BLARTX=PMSP0200.SYMBOL AND ASBLCPP.BLASTX=PMSP0200.POLICY0NUM AND ASBLCPP.BLADNB=PMSP0200.MODULE AND ASBLCPP.BLABCD=PMSP0200.MASTER0CO AND ASBLCPP.BLAACD=PMSP0200.LOCATION Modified Outer Join Example: SELECT PMSP0200.POLICY0NUM, ASBLCPP.BLBDTX FROM PMSP0200 LEFT OUTER JOIN ASBLCPP ON ASBLCPP.BLARTX=PMSP0200.SYMBOL AND ASBLCPP.BLASTX=PMSP0200.POLICY0NUM AND ASBLCPP.BLADNB=PMSP0200.MODULE AND ASBLCPP.BLABCD=PMSP0200.MASTER0CO AND ASBLCPP.BLAACD=PMSP0200.LOCATION Copyright 2006 CSC. All Rights Reserved. Business Intelligence Troubleshooting Guide 37

Chapter 4 UNIVERSE AND REPORT ERRORS Cannot Open a Business Objects Report through InfoView Cannot Open a Business Objects Report through InfoView.... Problem Description This message appears on the screen when you try to open a report for the first time using Full Client: COM error during call to Business Objects server process. (BOMGR0070) Solutions There are two causes/solutions for this issue. Cause 1 There is a problem with COM (Microsoft's Common Object Model) on the server and the server needs to be rebooted. Typically, this will occur if the server is not being rebooted regularly (say weekly). Solution to Cause 1 1 Notify server users of your intentions to reboot during off hours. 2 Log in to the server and stop the MSSQL Server service. 3 Restart the server by selecting Start > Shutdown > Restart. This may take several minutes. 4 Start the MSSQL Server if it is not automatically restarted after reboot. Cause 2 The report is older than the universe. Typically, this will only occur if the report is published before the universe. Universe changes after the report has been published once, does not appear to cause a problem. Solution to Cause 2 Refresh the report and save it before republishing it to the repository. 1 In Business Objects, choose File > Retrieve From > Corporate Documents to retrieve the problem report(s). 38 Business Intelligence Troubleshooting Guide Copyright 2006 CSC. All Rights Reserved.

UNIVERSE AND REPORT ERRORS Cannot Open a Business Objects Report through InfoView 2 Select Data > Refresh Data to make a meaningful change. 3 Select File > Save to save the changes. 4 Choose File > Publish to > Corporate Documents. Make sure the proper destination groups and categories are selected before selecting OK. 5 Launch InfoView, log in with ID and password, and find the appropriate report category. 6 Click Refresh to refresh the list and make sure the publish date has changed. 7 Select the report to display. The report should display normally. Copyright 2006 CSC. All Rights Reserved. Business Intelligence Troubleshooting Guide 39

Chapter 4 UNIVERSE AND REPORT ERRORS Cannot Open a Business Report Locally Cannot Open a Business Report Locally.... Problem Description This message appears on the screen when you try to open a report using Full Client: You are not authorized to use this document. (FRM0008) Solutions There are two causes/solutions for this issue. Cause 1 The user ID that was used to create/publish a report is the same user ID as that of a user trying to open the report locally. The user made a report, saved locally, and published into corporate documents/infoview. Later, corporate documents/infoview was cleared out (check the box on the right side of the report and click above it to delete the check box) to test some other reports, and now the report is locked out. The local copy of the report cannot be opened. Solution to Cause 1 If you do not have General Supervisor rights, you must contact your Business Objects administrator (a General Supervisor). 1 Change your authority settings (using Supervisor) to General Supervisor. 2 Log in to Business Objects (Full Client) on your machine. 3 Open the report. 4 Save it for all users. Note: When the document was at one point exported to the repository, it became a "secured" document (because it was exported). It was deleted, and yet there is no record of who has access to it (because it is missing from the repository). An opened secured document has its security settings checked in the repository. The owner does not have the authority to access the document. (When you log into Business Objects, it checks security for the documents you try to open.) 40 Business Intelligence Troubleshooting Guide Copyright 2006 CSC. All Rights Reserved.

UNIVERSE AND REPORT ERRORS Cannot Open a Business Report Locally A General Supervisor can open the document and save it for all users to remove the security information and can allow access to anyone. Cause 2 The user ID that was used to create/publish a report is not the same user ID as that of a user trying to open the report locally. The person who created the document that you are trying to open did so with a connection to the repository. You also need a connection to the repository to open this document. You are probably working offline, meaning that: Check the option Work in offline mode when launching Business Objects. You are working away from your office and, thus, cannot connect to the repository. You cannot work online because the supervisor did not provide you with a repository connection (user name and password). Solution to Cause 2 You can read the document if you first connect to the repository. However, the person who created the document may not want you to have access to the repository. In this case, the document creator must save the document, then make it available to you a second time. The document creator must: 1 Open the document in Business Objects with a connection to the repository. You must enter a user name and password at login. 2 Select File > Save As. 3 In the Save As dialog box, check the option Save for all users. 4 Click Save. 5 Make the document available to other users, either by email, the repository, file system, diskette, etc. Note: This procedure can also be carried out on universes from Designer. An alternative action is for the General Supervisor to save Copyright 2006 CSC. All Rights Reserved. Business Intelligence Troubleshooting Guide 41

Chapter 4 UNIVERSE AND REPORT ERRORS Cannot Open a Business Report Locally the same document with a different file name. This should enable you to read the document. 42 Business Intelligence Troubleshooting Guide Copyright 2006 CSC. All Rights Reserved.

UNIVERSE AND REPORT ERRORS Designer Publishing Groups Designer Publishing Groups.... Problem Description Designers are not able to publish to any other groups other than themselves. A group defined in Supervisor is just for Designers. Users with designer capabilities can only publish documents and universes to the designer group where they belong and not other groups. Solution The Designers needed to be in the groups that they are publishing/exporting to. Copyright 2006 CSC. All Rights Reserved. Business Intelligence Troubleshooting Guide 43

Chapter 4 UNIVERSE AND REPORT ERRORS Nested Prompts Nested Prompts.... Q: How do I change the order of the prompts that appear when running a query that is different from what was entered in the query panel? A: You must put the prompts in alphabetical order based on the prompt text (for example, Begin Date and End Date). If you have several prompts, prefix them with a number (for example, 1. Select Resort, 2. Select Year, 3. Select Department, etc.). This ensures you the prompts will appear in the correct order. 44 Business Intelligence Troubleshooting Guide Copyright 2006 CSC. All Rights Reserved.

UNIVERSE AND REPORT ERRORS No Data in the Table in Full Client Report No Data in the Table in Full Client Report.... Problem Description In Full Client Report, when viewing in WebIntelligence with ActiveX viewer, there is only the table layout but no data in the table. Solution Try using the Standard HTML viewing option. If it works, try reloading the RptViewerAX. Also, check Internet Options > Security settings: Enable Download signed ActiveX Controls and Enable Run ActiveX controls and plug-ins. Copyright 2006 CSC. All Rights Reserved. Business Intelligence Troubleshooting Guide 45

Chapter 4 UNIVERSE AND REPORT ERRORS Not Authorized to Open Universe or Report Not Authorized to Open Universe or Report.... Problem Description You are not authorized (to open either a universe or a report). Solution When connected to a repository, there is a security system in place that prevents unauthorized use. There are three components to this: rights, which are set using Business Objects Supervisor tool; connection type, which is set in the Designer; and saving, which is handled through File > Save As. If you want to provide a universe for general use to repository users: 1 Open the universe in Designer and choose File > Parameters. 2 Choose the New command button and, then after making sure Client Access for the AS/400 is highlighted, click OK to add a connection. 3 Give the connect a new name, and change the Database Engine to DB2/400 V5. 4 Enter the appropriate connection parameters, and change the type of connection from secured to shared. 5 Click OK. Other repository users will now have the ability to work with the repository. To make either a universe or a report available to non-repository users, the file(s) must be re-saved. 6 Select File > Save As, and make sure the Save for all users check box is checked in the dialog box that appears. 7 Enter the file name and save. 8 This version of the universe or report cannot be exported directly into the repository, but it can be used and manipulated by Business Objects full-client users. 46 Business Intelligence Troubleshooting Guide Copyright 2006 CSC. All Rights Reserved.

UNIVERSE AND REPORT ERRORS Universe Already Exists in Universe Domain Universe Already Exists in Universe Domain.... Problem Description Universe already exists in universe domain when exporting a universe. If you copied the files received (POINT.unv and POINT.udo) into the Business Objects installation path (usually drive:\documents and Settings\Current User\Application Data\ Business Objects\Business Objects Enterprise 6\Universes), changed the connections (ODBC connections), and exported to the current repository, you will probably receive the following error message: Figure 13. Warning Message Solution To solve or avoid this message, do the following: 1 From the Start menu, select Programs > Business Objects > Supervisor 6.1 on the PC with the Supervisor software. Log in to Supervisor. From the Tools menu, select the Delete Universe option. 2 Select the POINT universe. Click OK and quit Supervisor. 3 Copy the POINT.unv and POINT.udo files on the universe under the installation path (usually drive:\documents and Settings\Current User\Application Data\ Business Objects\Business Objects 6\Universes). 4 Locate Designer. From the Start menu, select Programs > Business Objects > Designer 6.1. Log on with a User with Designer rights (probably the same user ID you used for Supervisor). 5 Check the connections. From the File menu, select Parameters. The Universe Parameter screen appears. You must select a Secure connection to your Database on the Connection box. Copyright 2006 CSC. All Rights Reserved. Business Intelligence Troubleshooting Guide 47

Chapter 4 UNIVERSE AND REPORT ERRORS Universe Already Exists in Universe Domain 6 To know if you are using a Secure connection, click Edit. A screen appears telling you what ODBC datasource you are using and that the connection Type must be secure. Select the correct ODBC connection and a Secure connection. Click Test. Click OK. 7 From the Universe Parameter screen, click Test to verify the connection. 8 On the right panel on your screen, right click on any of the boxes (representing files). Click the View Table Values option. Figure 14. View Table Values 9 If there are no errors, save the current file (File > Save), then (File > Export). 10 If your Domain name is Universe, for example, select all the user groups that you have created. Select the correct path for the file you are exporting (usually drive:\documents and Settings\Current User\Application Data\Business Objects\BusinessObjects Enterprise 6\Universes). The following screen is an example: 48 Business Intelligence Troubleshooting Guide Copyright 2006 CSC. All Rights Reserved.

UNIVERSE AND REPORT ERRORS Universe Already Exists in Universe Domain Figure 15. Export Universe Copyright 2006 CSC. All Rights Reserved. Business Intelligence Troubleshooting Guide 49

Chapter 5 CONFIGURATION AND CONNECTION ERRORS Broadcast Agent Scheduler - Remote Procedure Call Failed Chapter 5: Configuration and Connection Errors... This chapter gives problem descriptions and solutions for configuration and connection error messages. Broadcast Agent Scheduler - Remote Procedure Call Failed.... Problem Description A full client user has been having some issues with Broadcast Agent. The user uses a Filter and Export macro to run a large report. The macro runs on the desktop and has not had any problems. After the report was sent through Broadcast Agent Scheduler, some issues are present. It hangs up in the middle of the process, and the job shows the following error. Figure 16. This screen appears on the server. Cause Ninety percent of the time this message occurs because the Timeout for the batch actions parameter in the BOManager module was set too low or had a default value lower than the running time for the report. A report was still running when it exceeded the value for this parameter. 50 Business Intelligence Troubleshooting Guide Copyright 2006 CSC. All Rights Reserved.

CONFIGURATION AND CONNECTION ERRORS Broadcast Agent Scheduler - Remote Procedure Call Failed Solution On the PC, the processor has been reserved to run the report without interruptions. On a server, the resources must be shared, and we must set time limits to all processes. Try increasing the value of the parameter to a value greater than the time it takes to refresh the report. See the red box in the right panel in the following figure. Consider modifying the frequency with which BCA is recycling its processes. This is controlled by the delay for auto shutdown parameter in the Broadcast Agent Manager module of the Business Objects Services Administrator application. See the blue box in the right panel in the following figure. Figure 17. Business Objects Administration Console Copyright 2006 CSC. All Rights Reserved. Business Intelligence Troubleshooting Guide 51

Chapter 5 CONFIGURATION AND CONNECTION ERRORS Columns in Tables Not Appearing after Universe Is Imported from Repository Columns in Tables Not Appearing after Universe Is Imported from Repository.... Problem Description Some tables in the table browser panel (right pane) of the Business Objects Designer have columns that do not appear. This has no effect on the objects and predefined conditions created on the object panel (left pane), but it will prevent the user from creating joins among those files on the table browser panel (right pane). The result is that there may be some objects in your universe that are not obtainable to be placed on a new report if they have never been placed on a report in the past. Cause This is a configuration issue. Solution If using Business Objects version 5.1.7, there is a configuration setting on the PRM (parameter) file: <Install drive>:\<install path>\business Objects\Data Access 5.0 \DB2\db24v4en.prm that prevents users from seeing the columns of the table without the "owner prefix" in front of the table. If using Business Objects version 6.1a or above, there is a configuration setting on the PRM (parameter) file: <Install drive>:\<install path>\business Objects \BusinessObjects Enterprise 6\dataAccess\RDBMS \connectionserver\db2\ db2iseries.prm that prevents users from seeing the columns of the table without the "owner prefix" in front of the table. Follow these steps to change the default value on the PRM file: 1 Close Business Objects Designer if it is opened. 2 On the first paragraph of the PRM file, change Owner=Y to Owner=N. 3 Open Business Objects Designer. 52 Business Intelligence Troubleshooting Guide Copyright 2006 CSC. All Rights Reserved.

CONFIGURATION AND CONNECTION ERRORS Columns in Tables Not Appearing after Universe Is Imported from Repository The columns and joins of these tables are available again. Note: You may notice that, in some cases after applying the change to the PRM file, the size of the universe may change (increase around 10% of the regular offline size). The size would be less than the online (in the repository) universe, because it has undergone a streamline process to eliminate useless space and turn into a compact size. Copyright 2006 CSC. All Rights Reserved. Business Intelligence Troubleshooting Guide 53

Chapter 5 CONFIGURATION AND CONNECTION ERRORS CORBA Error (BCB0008) - Scheduler Cannot Be Contacted CORBA Error (BCB0008) - Scheduler Cannot Be Contacted.... Problem Description The message: "CORBA error (BCB0008) - Scheduler cannot be contacted. It may not be connected (BCB0006)," appears when a job is trying to be run within Broadcast Agent Scheduler console. Figure 18. CORBA Error (BCB0008) The job can be suspended, interrupted, or deleted without any problems. The Run Now task is the only operation that throws the error message, even after the following actions were taken: Stopped and restarted Broadcast Agent Scheduler Stopped monitoring of Broadcast Agent Scheduler Restarted IIS services Stopped and Started InfoView Cause 1 Broadcast Agent Scheduler console allows logging in without checking character case on the user ID, but the CORBA engine is case-sensitive. Solution to Cause 1 Log in to the Broadcast Agent Scheduler console using the exact Broadcast Agent user ID that was set in Supervisor. For example: If the Broadcast Agent created is BISTESTbca, (note: three characters at the end are lowercase), as shown in the figure below, do not log in using all lowercase or all uppercase. 54 Business Intelligence Troubleshooting Guide Copyright 2006 CSC. All Rights Reserved.

CONFIGURATION AND CONNECTION ERRORS CORBA Error (BCB0008) - Scheduler Cannot Be Contacted Figure 19. Log in using the exact characters as the Broadcast Agent Id. Figure 20. Using an incorrect Broadcast Agent ID will not allow jobs to run from the Broadcast Agent Scheduler console. Figure 21. Using a correct Broadcast Agent ID gives full rights within the Broadcast Agent Scheduler console. Cause 2 Depending on the Business Objects version, other known causes of disconnection of the Broadcast Agent Scheduler are listed below: Copyright 2006 CSC. All Rights Reserved. Business Intelligence Troubleshooting Guide 55

Chapter 5 CONFIGURATION AND CONNECTION ERRORS CORBA Error (BCB0008) - Scheduler Cannot Be Contacted Hot-fix MS03-026 KB819696/KB823980 was applied on servers. An additional Ethernet port was configured on Cluster manager for a private virtual network. Cluster Manager had a virus on it or the antivirus was changed or updated lately. Cluster Node was rebooted before the services Webimgr and Webiorb completed starting. Solution to Cause 2 Special solutions are related to each cause mentioned above. Please contact CSC's support. 56 Business Intelligence Troubleshooting Guide Copyright 2006 CSC. All Rights Reserved.

CONFIGURATION AND CONNECTION ERRORS Error During SQL Generation Error During SQL Generation.... Problem Description Your database does not allow you to do aggregations with the object. The users include few objects on the query panel and one screen is displayed with an error message when the query is run. Solution The Business Objects default value in a PRM file for an RDBMS does not have the correct value. The PRM file parameter has been changed from groupby = N to Y, in the file db2iseries.prm (for AS/400) or db2mvs.rpm (for OS/390), in the directory \Program Files\BusinessObjects6\BusinessObjects Enterprise6\ dataaccess\rdbms\connectionserver\db2. Copyright 2006 CSC. All Rights Reserved. Business Intelligence Troubleshooting Guide 57

Chapter 5 CONFIGURATION AND CONNECTION ERRORS Free Disk Space Reduced in High Percentage Daily Rates on Business Objects Application Servers Free Disk Space Reduced in High Percentage Daily Rates on Business Objects Application Servers.... Problem Description The monitoring software Servers Alive (SA) notified that (free) disk space had dropped below a 20% (free space) remaining threshold that has been set in an InfoView server. When the server was reviewed in response to an SA notification, it was found that the C:\ drive had less than 190 MB free space, far below the 1.2 GB allowed. When looking into the cause (location) of the disk usage, it was found that about 3.97 GB of disk space was taken up at C:\Documents and Settings\<Administrator USER>\Local Settings\Temp location. Cause Temporary files containing information about Business Objects processes do not get deleted from the following directory: C:\Documents and Settings\<Administrator USER>\ Local Settings\Temp Workaround 1 1 Stop the InfoView server: From the Start menu, select Program > Business Objects > Stop Server. 2 Manually delete the files located in this folder on a regular basis: C:\Documents and Settings\<Administrator USER>\ Local Settings\Temp The deletion of these files will have no negative impact on the server's performance. 3 Start the InfoView server: From the Start menu, select Program > Business Objects > Start Server. 58 Business Intelligence Troubleshooting Guide Copyright 2006 CSC. All Rights Reserved.

CONFIGURATION AND CONNECTION ERRORS Free Disk Space Reduced in High Percentage Daily Rates on Business Objects Application Servers Workaround 2 A script that will clean up this folder, according to the rules that you establish, can be created. For example, you can set it to delete files when the folder reaches a certain size, or when the files are older than a certain date. Note: This workaround if applied must be done carefully because it should not be programmed to run at the same time as the other important scheduled process (BCA). Workaround 3 The TEMP folder, that you specified in the Configuration Tool, is designed to cache the universes, documents, and security information of the server. It is done in a way to improve the performance and response time of the server by reducing the number of queries against the repository, thus decreasing the wait time for the users. The files in this folder can also be deleted, but doing so may cause slower server performance. This folder can be reprogrammed using Configuration Tool to point to another drive different than C:\. Workaround 4 Follow these steps to change settings on the registry to configure Business Objects to look for temporary files in a different drive: 1 Apply Workaround 1, in this section, but do not start InfoView. 2 Create a new directory in a drive with more free space: (E: \TEMPBIS). Figure 22. Create a new directory. Copyright 2006 CSC. All Rights Reserved. Business Intelligence Troubleshooting Guide 59

Chapter 5 CONFIGURATION AND CONNECTION ERRORS Free Disk Space Reduced in High Percentage Daily Rates on Business Objects Application Servers 3 Open the registry, and navigate until you locate the Key shown below, and change the value to point to the new directory just created. Figure 23. Locate the key. 4 Business Objects also makes use of the environment variables called %USERPROFILE. An operating system setting must be changed. On the desktop, right click on the My Computer icon and then click Properties. 5 Select the Advanced tab. 6 Click Environment Variables. 7 On the User Variables for <Admin User> box (BISSU in our example), double click to display the Edit User Variable box. 60 Business Intelligence Troubleshooting Guide Copyright 2006 CSC. All Rights Reserved.

CONFIGURATION AND CONNECTION ERRORS Free Disk Space Reduced in High Percentage Daily Rates on Business Objects Application Servers Figure 24. The Edit User Variable box displayed. 8 Copy the new path where the temporary files will be created in the variable value box. 9 Click OK. Note: This change must be done in both the TEMP and TMP variables. 10 The following figure shows the variable value box after the new path input: Copyright 2006 CSC. All Rights Reserved. Business Intelligence Troubleshooting Guide 61

Chapter 5 CONFIGURATION AND CONNECTION ERRORS Free Disk Space Reduced in High Percentage Daily Rates on Business Objects Application Servers Figure 25. The Variable value box after the new path input. 11 Click OK until the System Properties windows closes. 12 You may need to re/start the server to make the new changes take effect. 13 Start the InfoView server: From the Start menu, select Program > Business Objects > Start Server. 62 Business Intelligence Troubleshooting Guide Copyright 2006 CSC. All Rights Reserved.

CONFIGURATION AND CONNECTION ERRORS How to Repair the Disabled General Supervisor ID When There Is No Backup ID How to Repair the Disabled General Supervisor ID When There Is No Backup ID.... Problem Description Some users IDs have been disabled, and the General Supervisor administrator is not available to reset passwords or enable user IDs using Supervisor. This message appears on the screen when you try to log in to Info- View: Your account is disabled. Contact your administrator. (Error: INF 00320) This message appears on the screen when you try to open a report using Full Client: Figure 26. Warning message Solutions There are two possible actions to take, and both solutions require knowledge of Microsoft SQL query. Cause 1 The user ID will need to keep the same user password, and will need to be enabled again. The user may change the password later. Solution to Cause 1 1 On the SQL Enterprise Server Manager, highlight the table OBJ_M_ACTOR in the tables list from the database repository. In this example, the database repository is called BOA_Repository. Copyright 2006 CSC. All Rights Reserved. Business Intelligence Troubleshooting Guide 63

Chapter 5 CONFIGURATION AND CONNECTION ERRORS How to Repair the Disabled General Supervisor ID When There Is No Backup ID Figure 27. Database repository is called BOA_Repository in this example. 2 Right click on the table OBJ_M_ACTOR and select Open Table > Query. 3 The query console will open as shown in the figure below: Figure 28. Query console 4 Enter the following text, as shown in the figure above, where PMS30912 represents the user ID you want to reset: SELECT FROM WHERE *, OBJ_M_ACTOR.* OBJ_M_ACTOR (M_ACTOR_C_NAME = 'pms30912') 5 Click Run on the top of the query panel to retrieve the values. 6 The password modification is disabled (Enable Offline Login option unchecked) if the column name (field name) M_ACTOR_N_STATUS has the value "8." 64 Business Intelligence Troubleshooting Guide Copyright 2006 CSC. All Rights Reserved.

CONFIGURATION AND CONNECTION ERRORS How to Repair the Disabled General Supervisor ID When There Is No Backup ID Figure 29. M_ACTOR_N_STATUS field 7 Enter "9" in the column name (field name) M_ACTOR_N_STATUS, and click Run on the top of the query panel to refresh the values. 8 Now the user PMS30912 should have three new opportunities to log in to Business objects and will have the opportunity to modify the password later. Cause 2 The user must not use the same password (forgot the previous password) and must enter a new password. Solution to Cause 2 1 Enter the following text, where demo represents the user ID you want to reset: SELECT FROM WHERE *, OBJ_M_ACTOR.* OBJ_M_ACTOR (M_ACTOR_C_NAME = 'demo') 2 Click Run on the top of the query panel to retrieve the values. Figure 30. Retrieve the values. 3 The user has been disabled if the column name (field name) M_ACTOR_N_STATUS has the value "0." Copyright 2006 CSC. All Rights Reserved. Business Intelligence Troubleshooting Guide 65

Chapter 5 CONFIGURATION AND CONNECTION ERRORS How to Repair the Disabled General Supervisor ID When There Is No Backup ID 4 Enter "9" in the column name (field name) M_ACTOR_N_STATUS to enable the user. 5 Locate the column name (field name) M_ACTOR_C_PASSWORD (has an encrypted value for the password) and clear those values. 6 Locate the column name (field name) M_ACTOR_N_ENDING (has the value "0." This means the password will not expire. 7 Enter "9" in the column name (field name) M_ACTOR_N_ENDING to force change password at next login. 8 Click RUN, located at the top of the query panel, to refresh the query values. 9 Now the user demo will be forced to change the password during the next log in to InfoView, as shown in the figure below. Figure 31. Change password in InfoView. 10 Now the user demo will be forced to change the password during the next log in to Business Objects Full client as shown in the figure below. 66 Business Intelligence Troubleshooting Guide Copyright 2006 CSC. All Rights Reserved.

CONFIGURATION AND CONNECTION ERRORS How to Repair the Disabled General Supervisor ID When There Is No Backup ID Figure 32. Change password Business Objects Full client. Copyright 2006 CSC. All Rights Reserved. Business Intelligence Troubleshooting Guide 67

Chapter 5 CONFIGURATION AND CONNECTION ERRORS Implicit Row Limitation Implicit Row Limitation.... Problem Description When using an ODBC connection and running a report with more than 65,535 records, Business Objects only displays 65,535 rows, even though more results should be returned. This applies to Business Objects 5.1.7, Enterprise 6.1, and Enterprise 6.1a when using an ODBC driver connection (SQL Server/AS400) and Client Access Driver Version 7.00.5.00 or Version 8.00.05.07 The database returns only 65,535 rows when using an ODBC connection on DB2 and Microsoft SQL Server with full-client Business Objects and Business Objects in three-tier mode (Zero Admin BusinessObjects), even though more results should be returned. Even if a row limit is set, the query will stop at 65,535 rows without displaying a partial result indicator. For example, if you set a row restriction for 99999, then the query will stop at 65535 and will not display that only partial results were returned. Solution A possible cause might be that the cursor may have become corrupted. Follow these steps: 1 Open the appropriate SBO file for the connection under the following path: <Install drive>:\program Files\ Business Objects \BusinessObjectsEnterprise 6\ dataaccess\rdbms\legacy For example, "DB2.SBO," iseries.sbo, or "ODBC.SBO." Note: In this example, the SBO file is related to the AS/400, and the option "HardRefresh=1" must be added in the corresponding iseries.sbo file. If the ODBC driver is used to make the connection to the host, then this option must be added in the ODBC.SBO file. If DB2 is used, then this option must be added in the DB2.SBO file. 2 Under the [Defaults] section, enter the following line: HardRefresh=1 68 Business Intelligence Troubleshooting Guide Copyright 2006 CSC. All Rights Reserved.

CONFIGURATION AND CONNECTION ERRORS Implicit Row Limitation This setting forces the cursor to be recreated for every array fetched, rather than cleaning the existing cursor. 3 Check Array Fetch Size and set to 1. This determines the packet size of the data being brought back. This setting determines the maximum number of rows that is authorized during the fetching procedure. This controls the packet size on the network. Copyright 2006 CSC. All Rights Reserved. Business Intelligence Troubleshooting Guide 69

Chapter 5 CONFIGURATION AND CONNECTION ERRORS Incorrect SQL Generation in InfoView Server and in Full Client PC Incorrect SQL Generation in InfoView Server and in Full Client PC.... Problem Description The SQL generated in the InfoView server is different than the SQL in Full Client. Solutions There are two solutions for this issue. Cause Database ODBC drivers installed on each end have different versions. It may generate different SQL statements. Solution 1 If the universe is not based in a Microsoft database (POINT IN), check the date of the ODBC drivers. To verify it, check the following: 1 Go to the ODBC Data Source Administrator screen on your PC and on the server. 2 Select the Driver tab and compare the dates of the version for your drivers. Note: All version numbers and dates must be the same. 70 Business Intelligence Troubleshooting Guide Copyright 2006 CSC. All Rights Reserved.

CONFIGURATION AND CONNECTION ERRORS Incorrect SQL Generation in InfoView Server and in Full Client PC Figure 33. ODBC Data Source Administrator 3 Install the appropriate middleware (IBM iseries 5.3 for Windows XP for POINT IN) on both sides (Full Client PC and server). Solution 2 If the universe is based in Microsoft Database, verify which version of the MDAC you have installed on your client machine and which version is installed in the server. Follow these steps: 1 From the Start menu, select Run. The Run text box appears. 2 Enter "regedit" in the text box. 3 Click OK. 4 Go to the following registry key: HKEY_LOCAL_MACHINE\SOFTWARE\Microsoft\DataAccess The MDAC version is either located in the "version" field or in the "FULLInstallVer" field. Copyright 2006 CSC. All Rights Reserved. Business Intelligence Troubleshooting Guide 71

Chapter 5 CONFIGURATION AND CONNECTION ERRORS Incorrect SQL Generation in InfoView Server and in Full Client PC Note: All version numbers must be the same. Figure 34. Version 5 Install the appropriate middleware MDAC 2.8 on both sides (Full Client PC and server). Note: If you run the 2.8 MDAC_TYP.exe file on a computer that is running Windows Server 2003, installation of the MDAC components appears to complete successfully. However, no files are updated on your system. This outcome occurs by default. Windows Server 2003 includes the MDAC 2.8 components. 72 Business Intelligence Troubleshooting Guide Copyright 2006 CSC. All Rights Reserved.

CONFIGURATION AND CONNECTION ERRORS iseries Access ODBC Driver Exception while Running a Report iseries Access ODBC Driver Exception while Running a Report.... Problem Description While running a POINT IN or Financial Summary report on full-client, you get an error similar to the following: Exception: DBD, [IBM] [iseries Access ODBC Driver] [DB2 UDB] SQL0104 - Token * was not valid. State: 42000 Solution The star (*) character refers to the syntax used by Business Objects in generating outer joins in the SQL query language. Although SQL syntax is generally similar across different database packages, there are a few differences. The star is an acceptable character for SQL Server databases (as used by Agency Link), but not for AS/400 databases (like POINT IN). This means that the wrong driver was used in setting up the universe. To resolve: 1 Launch Business Objects Designer. 2 File > Open the universe being used (POINT IN or Summary). 3 From the menu, select File > Parameters. Make a note of the connection name. 4 Select Edit and make a note of the Type, User Name, Password, and ODBC Alias. 5 Select Next. If the Database Engine is not DB2 UDB for iseries v5 for the POINT IN or Summary universe, then this is the correct solution. Proceed with these instructions. 6 Select Cancel twice to exit. 7 From the main menu, select Tools > Connections. 8 Select the appropriate connection name and choose Remove and then Yes when asked to confirm. 9 Select Add and Next to start the create connection wizard. Copyright 2006 CSC. All Rights Reserved. Business Intelligence Troubleshooting Guide 73

Chapter 5 CONFIGURATION AND CONNECTION ERRORS iseries Access ODBC Driver Exception while Running a Report 10 Double click on IBM, double click on DB2 UDB for iseries, and click once on IBM DB2 Client before choosing Next. 11 Choose or type the same connection type, connection name, user name, password, and alias you made note of earlier. Click Next. 12 Select the Test Connection button and OK to validate the connection. 13 Click Next and Finish to complete connection setup. 14 File > Save the universe (publish to the repository or distribute to other users later, after testing). 15 Launch Business Objects (Reporter). File > Open the problem report and refresh. The error should be resolved. If not, Choose Tools > Options > File Locations from the menu to be sure that you are pointing to the correct universe location. 74 Business Intelligence Troubleshooting Guide Copyright 2006 CSC. All Rights Reserved.

CONFIGURATION AND CONNECTION ERRORS Network Layer Not Available Network Layer Not Available.... Problem Description Error messages: DAC0002 - Unable to edit the connection: network layer is not available. DAC0003 - Unable to test the connection: network layer is not available. Solutions There are two causes/solutions for this issue. Cause 1 The connection driver or one of its components is no longer present on your PC. Solution to Cause 1 Follow these steps: 1 Insert the Business Objects installation CD-ROM into your CD-ROM drive and wait for the Business Objects installation screen to appear. If the installation screen does not appear, locate the Setup.exe application and run it. The Business Objects installer program is displayed. 2 Click Begin to get to the screen called Choose the Products and Modules. 3 In the left pane, scroll until you can view Data Access. The right pane shows all the products and modules already installed on your machine. 4 Click Data Access to view the connection drivers you can install. 5 Click the connection driver according to your product, and then click Install. Cause 2 The connection driver (iseries for POINT IN) or one of its components is no longer present on your PC or server. The same message appears after the components are uninstalled and reinstalled persis- Copyright 2006 CSC. All Rights Reserved. Business Intelligence Troubleshooting Guide 75

Chapter 5 CONFIGURATION AND CONNECTION ERRORS Network Layer Not Available tently. The old settings for the component (iseries for POINT IN) are currently present on your PC or server. Solution to Cause 2 There are two possibilities: 1 The connection driver (iseries for POINT IN) or one of its components is being reinstalled in a different drive or path than the previous installation. Open Windows Explorer and manually delete the directory path where the previous or corrupted component was installed. 2 Even when the path for the corrupted components does not exist, references in the environment variable called Path still exist. a b c d From the Start menu, select Settings > Control Panel. Open the System properties icon and select the Advanced tab. Click Environment Variables. In the System variables box, locate a variable called Path and double click on it to edit it. The Edit System Variable box appears. Search carefully in the Variable Value box for the path where the corrupted components were installed and delete its path. Note: You can inquire about support if you have never deleted an unused path from this environment variable. e f When this operation finishes, click OK three times to close System properties. Reboot the system for changes to take effect. 76 Business Intelligence Troubleshooting Guide Copyright 2006 CSC. All Rights Reserved.

CONFIGURATION AND CONNECTION ERRORS Port Used by Default by Business Objects Needed for a Different Application Port Used by Default by Business Objects Needed for a Different Application.... Problem Description Network Administrator needs to know if the Business Objects WebAdmin IP Port can be switched away from port 10000. That port is required to make remote backups. Cause When Business Objects was installed, all other applications running on the server were disabled and the local node was configured to take the IP port that Business Objects installer suggested by default. The default IP Port selected for the node must be changed. Solution 1 Stop the InfoView server: From the Start menu, select Program > Business Objects > Stop Server. 2 Go to Configuration tools: From the Start menu, select Program > Business Objects > Configuration tool 6.5. 3 Click Next on the first screen (confirming English as a default language). 4 Click Next on the License Agreement screen. 5 Go down the tree to highlight ORB. 6 Select Update ORB. 7 Increase each value in the port limits, from your installation, by one. Copyright 2006 CSC. All Rights Reserved. Business Intelligence Troubleshooting Guide 77

Chapter 5 CONFIGURATION AND CONNECTION ERRORS Port Used by Default by Business Objects Needed for a Different Application Figure 35. Port limits. 8 Click Next. It may take some time to reconfigure the ports. 9 The Configuration Tool may prompt you to refresh service parameters. If prompted, give the Domain name, user ID, and password, then click Next. 10 Click Finish on the main screen of the Configuration Tool. 11 Start the InfoView server: From the Start menu, select Program > Business Objects > Start Server. 12 Test your backup again (or the application that needed the port held by Business Objects). 78 Business Intelligence Troubleshooting Guide Copyright 2006 CSC. All Rights Reserved.

CONFIGURATION AND CONNECTION ERRORS SQL Login Failed Trusted Connection Needed SQL Login Failed Trusted Connection Needed.... Problem Description You have followed the steps in the Business Intelligence Customization Guide to Create Repository Database, Create a Login for the Repository Database, and Grant Permissions to the Databases, without any major issues. When you tried to create the ODBC Connection to the repository, you received the error: Login failed for user '%ls'. Reason: Not associated with a trusted SQL Server connection SQL State: 28000; SQL Error: 18452; Severity: 14 Solution The database connection property settings are incorrect in the SQL Server Enterprise Manager. The correct authentication method in the database instance properties must be reassigned. Follow these steps: 1 Right click on the server name within the SQL Server Groups. 2 Go to Properties > Security and select the option SQL Server and Windows authentication. Figure 36. Select SQL Server and Windows authentication. Copyright 2006 CSC. All Rights Reserved. Business Intelligence Troubleshooting Guide 79

Chapter 5 CONFIGURATION AND CONNECTION ERRORS SQL Login Failed Trusted Connection Needed Note: If you select the option SQL Server and Windows authentication, you must stop and then restart the database server. 80 Business Intelligence Troubleshooting Guide Copyright 2006 CSC. All Rights Reserved.

IMPORT PACKAGE AND DTS ERRORS Data Source Name Not Found and No Default Driver Specified - Daily Import Chapter 6: Import Package and DTS Errors... This chapter gives problem descriptions and solutions for import package and DTS errors messages. Data Source Name Not Found and No Default Driver Specified - Daily Import.... Problem Description Copy data from "FILE" to [POINTIN].[dbo].[FILE] Step failed with the following error: [Microsoft].[ODBC Driver Manager] Data source name not found and no default driver specified. Copyright 2006 CSC. All Rights Reserved. Business Intelligence Troubleshooting Guide 81

Chapter 6 IMPORT PACKAGE AND DTS ERRORS Data Source Name Not Found and No Default Driver Specified - Daily Import Figure 37. Error message Cause The errors above show that any one of the global variables was not set correctly in the parent package. Solution Mainly look in the connection variables for the AS/400 name, the data library name, the user ID, and password. 82 Business Intelligence Troubleshooting Guide Copyright 2006 CSC. All Rights Reserved.

IMPORT PACKAGE AND DTS ERRORS Error Description: Path Not Found Error on Line 16 Error Description: Path Not Found Error on Line 16.... Problem Description Error code: 0; Error Source= Microsoft Visual Script runtime error; Error Description: path not found; Error on line 16; appears when checking if the file exists. Figure 38. Error message Cause The error above indicates that the variable path in global variables is set incorrectly. Solution Check the gvsstpath to make certain it is set to the proper directory, housing the CYCLPROD flag file. Copyright 2006 CSC. All Rights Reserved. Business Intelligence Troubleshooting Guide 83

Chapter 6 IMPORT PACKAGE AND DTS ERRORS Cannot Find Specified Package in the Storage Location - Daily Import Cannot Find Specified Package in the Storage Location - Daily Import.... Problem Description When running the Daily Import process a message, "Cannot find specified package in the storage location," appears. Figure 39. Error message Cause The child package ID does not match the ID of the.dts file referenced/saved to the server directory. Solution Make sure if either the package was modified and resaved as a.dts file or the package was a new.dts file created. Manually select the proper package from within the child package property sheet as outlined in the Business Intelligence Customization Guide. 84 Business Intelligence Troubleshooting Guide Copyright 2006 CSC. All Rights Reserved.

IMPORT PACKAGE AND DTS ERRORS Communication Link Failure (rc=8002) - Daily Import Communication Link Failure (rc=8002) - Daily Import.... Problem Description Running the Daily Import process the message "[IBM].[iSeries Access ODBC Driver] communication Link Failure rc=8002" appears. Figure 40. Error message Cause The error indicated above shows that the password global variable was entered incorrectly. Solution Check the password to make sure it is correct and has not expired. Also, verify the user ID is correct. Copyright 2006 CSC. All Rights Reserved. Business Intelligence Troubleshooting Guide 85

Chapter 6 IMPORT PACKAGE AND DTS ERRORS Communication Link Failure (rc=8011) - Daily Import Communication Link Failure (rc=8011) - Daily Import.... Problem Description Running the Daily Import process the message "[IBM].[iSeries Access ODBC Driver] communication Link Failure rc=8011" appears. Figure 41. Error message Cause The user ID is disabled. Solution Contact the AS/400 security administrator to correct this. Verify the User ID and password in the global variables is set correctly. 86 Business Intelligence Troubleshooting Guide Copyright 2006 CSC. All Rights Reserved.

IMPORT PACKAGE AND DTS ERRORS Extended Dynamic Support Disable - Daily Import Extended Dynamic Support Disable - Daily Import.... Problem Description Running the Daily Import process the message "Extended Dynamic Support Disable 80004005" appears. Figure 42. Error message Cause The Initial Catalog global variable has been set to an AS/400 name other than the AS/400 you are currently connecting to in the server ODBC connection. Solution The global variable should be changed, accordingly, to match the name for the AS/400 in your environment. Copyright 2006 CSC. All Rights Reserved. Business Intelligence Troubleshooting Guide 87