cabi troubleshooting enu

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Troubleshooting Guider2.x

CA Business Intelligence


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COPYRIGHT LICENSE AND NOTICE:

This publication may contain sample application programming code and/or

language which illustrate programming techniques on various operating

systems. Notwithstanding anything to the contrary contained in thispublication, such sample code does not constitute licensed products or

software under any CA license or services agreement. You may copy, modify

and use this sample code for the purposes of performing the installation

methods and routines described in this document. These samples have not

been tested. CA does not make, and you may not rely on, any promise,

express or implied, of reliability, serviceability or function of the sample code.

Copyright 2009 CA. All rights reserved. All trademarks, trade names, service

marks and logos referenced herein belong to their respective companies.

Microsoft product screen shots reprinted with permission from Microsoft

Corporation.

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Contents 5

Contents

Chapter 1: Guide Scope 7Chapter 2: Troubleshooting Process 9Troubleshooting Steps ......................................................................... 9Failure Reported at Installation Completion ...................................................... 9Problems after Potential Failure ................................................................ 10Check the CMS and other BusinessObjects Services ............................................. 11Start the CMS Service......................................................................... 12

Check the Log File if Central Management Console Service Does Not Start .................... 12Determine Database Connection Problem

.......................................................

13

Check the BusinessObjects Enterprise Tables ................................................... 13Check the Database Connection Parameters .................................................... 13Perform a Complete Uninstall .................................................................. 14Run the CA Business Intelligence Installation Directly ........................................... 15Reports not Running or Prompting for Credentials............................................... 15Chapter 3: Troubleshooting Topics 17Technical Support Information ................................................................. 17

Collecting Installation Problem Information for Technical Support ............................ 18Collecting Report Problem Information for Technical Support................................. 21

Pre-Installation Configurations and Fixes ....................................................... 22Installation on Machines below Minimum System Requirements .............................. 22Installation Fails If CASHCOMP Has a Soft Link .............................................. 22Install CA Business Intelligence and Oracle on the Same Machine ............................ 23Processes Running after CA Business Intelligence Uninstall .................................. 23CA Business Intelligence with IIS and SQL Server ........................................... 24Environment Variables for Root Installation on Unix ......................................... 25Creating an Oracle Instance ............................................................... 26SQL Server as the CMS Database .......................................................... 27Deployment of CA Business Intelligence Fails with WebSphere ............................... 28Database Credentials Fail.................................................................. 29

Post-Installation Configurations and Fixes ...................................................... 29Report Application Server (RAS) Not Enabled ............................................... 29Modify the Java Runtime Environment (JRE) Provided by InfoView ........................... 31

Specific Failure Conditions..................................................................... 33Installation Fails with Error Code 16027 .................................................... 33


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Chapter 1: Guide Scope 7

Chapter 1: Guide Scope

This guide contains information for diagnosing and solving problems you may

encounter with your CA Business Intelligence installation.

TheTroubleshooting Process(see page 9) chapter provides a step-by-step

process for troubleshooting the most common problems found with a failed

installation.

TheTroubleshooting Topics(see page 17) chapter contains specific information

about potential problems with various environments and situations.


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Problems after Potential Failure

10 Troubleshooting Guide

Problems after Potential Failure

The following are symptoms of a problematic installation beyond what may be

reported by the installation panels.

Cannot log into the Central Management Console Browser does not display Administration Launchpad or InfoView Central Management Service (CMS) Is not running CMS Service does not start Another BusinessObjects Service is not runningThe topics that follow help you resolve these issues.


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Check the CMS and other BusinessObjects Services

Chapter 2: Troubleshooting Process 11

Check the CMS and other BusinessObjects Services

Check all services (particularly CMS) with Business Objects Enterprise Java

Administration Central Management Console (Servers) to determine that all of

the services are running:

On Windows, check the Central Configuration Manager and Windowsservices.

On Unix, run the following command to determine if the CMS is running:ps ef | grep cms

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 ServerIf 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.


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Start the CMS Service


Start the CMS Service

If you cannot log into the CMS or Infoview, attempt to start the CMS with the

following methods.

On Windows, use the CCM to start CMS or other services On Unix, from the BusinessObjects directory, enter the following command

to start an individual server:

"./ccm.sh start server_name"

Or, to start all servers enter the following command:

"./startservers" OR "./ccm.sh start all"

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.


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Determine Database Connection Problem


Determine Database Connection Problem

For both Windows and Unix, the most common CA Business Intelligence

installation problem when the embedded default MySQL database is not used

is an incorrect database configuration. Unless the problem is clearly defined in

the error log, you should first check these common configuration errors:

Incorrect user rights Unable to connect to the database manually (that is, with native database

tools)

Incorrect path to database executables Misspelled or missing database identifiers and connections (ODBC,

TNSNAME)

Check the BusinessObjects Enterprise Tables

The installation should create the following database tables:

CMS_Aliases5 CMS_IdNumbers5 CMS_InfoObjects5 CMS_RELATIONS5 CMS_VersionInfo CMS_FRONTIER5 CMS_CCFRONTIER5 CMS_ROOTFRONTIER5If 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.

Check the Database Connection Parameters

Check the database connection parameters (ODBC, TNSNAME, and so on) to

ensure there are no spelling or permission issues. On Unix, the non-root user

must have permissions to the database executable files.

You can start the CMS after correcting the database issue to run

BusinessObjects, but you must reinstall BusinessObjects to set the

BusinessObjects administrator password and import the sample content.


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Perform a Complete Uninstall


Perform a Complete Uninstall

When you are performing a reinstallation you must follow these steps to avoid

problems:

Windows

To ensure a complete uninstall on Windows

1. Run the CA Business Intelligence uninstall.2. Remove the following files and registry keys:

a. To ensure that CA Business Intelligence is completely uninstalled,delete all files where CA Business Intelligence was installed where the

default installation directory is:

c:\Program Files\CA\SC\CommonReporting.

b. Delete all registry keys under:HKEY_CURRENT_USER\Software\Business Objects\Suite 11.5

HKEY_LOCAL_MACHINE\SOFTWARE\Business Objects\Suite 11.5

3. Drop all the BusinessObjects tables (which are prefixed with CMS_) fromthe 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 byrunning 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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Run the CA Business Intelligence Installation Directly


Run the CA Business Intelligence Installation Directly

Sometimes CA Business Intelligence encounters problems through the

installation that is not reported in the log files or through their error codes.

The ca-install.log is created by capturing information returned from the

BusinessObjects installer that is run by CA Business Intelligence. This does

not include all of the information that is written to log files when a Business

Objects installation is performed independently.

Therefore, as an advanced troubleshooting step, run the BusinessObjects

installation directly which can potentially provide more information than when

run through the CA Business Intelligence installer. The individual

BusinessObjects installers are located in the following directories on the

installation DVD:

/cabi

/cabi/patch/boeXIR2_SP3

/cabi/patch/FP3_3

Reports not Running or Prompting for Credentials

Reports not running or prompting for credentials are often caused because of

database configuration errors.

To determine the cause of reports not running or prompting for

credentials

1. Ensure the database connection is properly defined on the system: On Windows, ensure that your system ODBC DSN matches the name in

the universe DSN.

On Unix, ensure that your environment variables include the databaseHOME, LIBRARY (or LD_LIBRARY_PATH), PATH to the database client

executables, and the NETWORK specifications (TNS_ADMIN for Oracle)

for the user running BusinessObjects.

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 thatthey 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.


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Chapter 3: Troubleshooting Topics 17

Chapter 3: Troubleshooting Topics

The topics in this section provide symptoms and solutions for

problems encountered when using CA Business Intelligence.

These solutions include how to processes, pre-installation

steps, post-installation steps and other configuration items for

specific implementation situations.

This section contains the following topics:

Technical Support Information(see page 17)

Pre-Installation Configurations and Fixes(see page 22)Post-Installation Configurations and Fixes(see page 29)

Specific Failure Conditions(see page 33)

Technical Support Information

The topics in this section explain how to obtain and

communicate problem information to CA Technical Support.


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Collecting Installation Problem Information for Technical Support

Symptom:

I am experiencing a problem with my CA Business Intelligence

installation. What information should I collect before contacting

CA Technical Support?

Solution:

Before you contact CA Technical Support, please review the

topic Contact Technical Support.

If you still need to contact CA Technical Support, collect the

following information relevant to your environment:

General Information

For all platforms, please answer the following questions and

collect the following information:

Can you log on to InfoView and see the home page (foldertree on the left)?

The following is a typical InfoView URL:

http://hostname:8080/businessobjects/enterprise115/desktoplau

nch/InfoView

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 fromthe 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 thefollowing location:

installation_path/version.txt


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The biek.properties file which is typically installed in thefollowing location:installation_path/biek.properties

The ca-install.log file which is typically found at thefollowing location:

installation_path/ca-install.log

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

BusinessObjects media path:Example: c:\BO

'set' of user who installed CA Business Intelligence, whichmust 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 Oracleclient) version run:

"%ORACLE_HOME%/bin/sqlplus" -V

BusinessObjects media path. For example: /work/BO


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The 'env' of the following users: User that was provided during the installation, that

owns the BusinessObjects installation.

User who installed CA Business Intelligence, whichmust be root.

ls output of BusinessObjects root:/opt/CA/SharedComponents/CommonReporting

boroot/biek.properties boroot/version.txt boroot/bobje/logging (entire folder) boroot/bobje/setup/env.sh showrev -a pkginfo -lSolaris-Specific Information

The output of the following command in a .zip file:cat /etc/release; uname -a


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Collecting Report Problem Information for Technical Support

Symptom:

I am experiencing a problem with running the reports in my

installation. What information should I collect before contacting

CA Technical Support?

Solution:

Before you contact CA Technical Support, please review the

topic Contact Technical Support.

If you still need to contact CA Technical Support, collect the

following information relevant to your environment:

The name of the problematic report. Are there other reports that are working without errors?

Specify the name of one of these reports as an example.

When you click on the report in InfoView are you able tosee valid data in the Report Parameters window?

In the Parameters Windows, if you click OK are you able tosee the report output? If the parameter value lists are

empty, you can manually enter data.

If you do not see report output, what error message

displays?

Name and 'env' of user who launchedimportBiarFile.sh/bat.

If Oracle is your reporting database: While logged in as a BusinessObjects user,

$ORACLE_HOME/network/admin/tnsnames.ora.

While logged in as an Oracle user,$ORACLE_HOME/bin/tnsping TNSname.

Output of the following: While logged in as a BusinessObjects user, sqlplus

dbuser/dbpwd@TNSname.


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Pre-Installation Configurations and Fixes



The topics in this section provide solutions to problems with

configurations before installing CA Business Intelligence.

Installation on Machines below Minimum System Requirements

Symptom:

When I install CA Business Intelligence on a machine that has

1 GB RAM, which doesn't meet the minimum RAM

requirements, the installation fails.

Solution:

If a Windows machine has only 1 GB RAM, the File Repository

Server does not start, which could happen with other servers

or system configurations not meeting the minimum system

requirements.

Installation Fails If CASHCOMP Has a Soft Link

Symptom:

My installation fails when the environment variable CASHCOMP(CA Shared Components) refers to a soft link.

Solution:

To resolve this problem, follow these prerequisites:

To install CA Business Intelligence in a location other thanthe location defined in CASHCOMP, create a soft link at the

CASHCOMP location pointing to the destination directory.

The CA Business Intelligence r2.1 installer can create a softlink when CASHCOMP and TARGET_DIR are different. You

must remove any soft link in the CASHCOMP path (if

present) before starting the installation.

Note: TARGET_DIR is the user-specified location where CA

Business Intelligence will be installed.


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Install CA Business Intelligence and Oracle on the Same Machine

Symptom:

What precautions do I need to take when I install and run both

CA Business Intelligence and Oracle on the same machine?

Solution:

When you install and run both Oracle and CA Business

Intelligence on the same machine, the installation may fail due

to a lack of swap space on the machine. To avoid this problem,

ensure that the swap space is well above the combined system

requirements specified in the CA Business Intelligence

Implementation Guide and Oracle documentation.

Processes Running after CA Business Intelligence Uninstall

Symptom:

After I uninstalled CA Business Intelligence, some processes

are still running. For example, after uninstalling CA Business

Intelligence on a Unix platform, some MySQL processes are

still running. What should I do?

Solution:

Stop the processes before re-installing CA Business

Intelligence. The running processes could cause the

subsequent installation of CA Business Intelligence to fail.


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CA Business Intelligence with IIS and SQL Server

Symptom:

How do I prepare to use CA Business Intelligence with

Microsoft IIS and Microsoft SQL Server on Windows to avoid a

failure installing the web components?

Solution:

Before using CA Business Intelligence you need to prepare the

Microsoft .NET Framework.

To prepare the Microsoft .NET Framework

1. Register the .NET framework 2.0 with IIS 6.0. If MicrosoftIIS is not registered with your ASP, run the following

command before starting the installation:

regsvr32

"C:\WINDOWS\Microsoft.NET\Framework\v1.1.4322\aspnet_isapi.dl

l.

2. If during registration you encounter any errors or warningssuch 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 partialMicrosoft .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.


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Environment Variables for Root Installation on Unix

Symptom:

What environment setting do I need to ensure for the

installation user (root) when installing on Unix to an external

(non-MySQL) database to ensure database connectivity?

Solution:

You must set your environment variables to connect to the

database. Failure to set the environment variables results in

non-connectivity to the database and subsequently a failure to

connect to the CMS with the following log file entries:

DBG -- Leave GetLastProgressMsg(), return = err: Error:Couldnt logon to CMS

INFO: err: Error description: The system server_name canbe contacted, but there is no Central Management Server

running at port 6400.

The following are example settings in Oracle:

source /opt/bin/oracle_cshrc or

setenv ORACLE_HOME /u01/app/oracle/product/7.3.2

setenv ORACLE_BASE /u01/app/oracle

setenv ORACLE_SID test

setenv ORACLE_TERM vt100

setenv SGI_ABI -32

set path=($ORACLE_HOME/bin /opt/bin $path)


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Creating an Oracle Instance

Symptom:

What are the precautions that I need to take when creating an

Oracle database instance using CA Business Intelligence?

Solution:

When creating an Oracle database instance you should do the

following:

1. On all platforms, ensure that the character set is set to UTF8..

2. In your installation environment, create a separate userwho can perform administrative actions and log in as that

user during the installation of CA Business Intelligence.

Note: CA does not recommend using the users (sys or

system) that are provided during Oracle installation as they

do not have the correct permissions.


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SQL Server as the CMS Database

Symptom:

What are the prerequisites to use Microsoft SQL Server (SQL

Server) as the CMS database?

Solution:

You need to perform a few tasks before using SQL Server as

the CMS.

To use SQL Server as the CMS database

1. Create a separate user who can perform DBA and SYSDBAoperations on the mapped database.Note: We do not recommend using the default users

(sa/admin). BusinessObjects should have its own user on

the CMS database to determining where problems are

occurring by isolating the user.

2. Map the user to the database.3. Disable password encryption for the user.4. Create a system DSN for the database.


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Deployment of CA Business Intelligence Fails with WebSphere

Symptom:

When I deploy CA Business Intelligence with IBM WebSphere it

fails. What should I do?

Solution:

Sometimes during BusinessObjects applications deployment in

Websphere a failure due to timing issues occurs. To solve this

problem, you must change the web service timeout setting.

To change the web service timeout setting

1. Navigate to the Websphere installation location.For example, navigate to the following location:

/opt/WebSphere/AppServer/properties.

2. Using a text editor, open the file soap.client.props andlocate the section SOAP Request Timeout.

3. Locate ibm.SOAP.requestTimeout and assign the numberzero for the property value.


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Post-Installation Configurations and Fixes


Database Credentials Fail

Symptom:

I am working on a Windows x64 machine and I have created a

DSN for a remote database and the DSN test passed. However,

when I use the same credentials for CA Business Intelligence, a

validation error displays indicating the credentials are invalid.

Did I do something wrong when I created the database or

DSN?

Solution:

This is a problem with the 64-bit ODBC connection

(odbcad64.exe). To communicate with CA Business

Intelligence, you need to create 32-bit ODBC DSN.

To create a 32-bit ODBC DSN

1. Locate and run the 32-bit DSN executable odbcad32.exetypically installed in the following location:

\Windows\sysWOW64 folder

2. Create the system DSN to use with CA BusinessIntelligence.


The topics in this section provide solutions to problems with

configurations after installing CA Business Intelligence.

Report Application Server (RAS) Not Enabled

Symptom:

After I successfully install BusinessObjects on a Unix platform,

the Report Application Server (RAS) is not enabled.

Solution:

To resolve this issue, you must manually enable the RAS.


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To enable the RAS

1. Log in as the non-root user provided during the installationprocess.

2. Go to the bobje directory created by the installation:cd INSTALLDIR/bobje

3. To enable only the RAS, invoke ccm.sh with the followingcommand 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 withthe 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, invokeccm.sh with the following command and options:

ccm.sh -display -cms CMS:PORT -username BO_ADMIN_USER -password

BO_ADMIN_PWD -authentication secEnterprise

RAS is now enabled.


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Modify the Java Runtime Environment (JRE) Provided by InfoView

Symptom:

How do I modify the Java Runtime Environment (JRE) provided

to clients by InfoView to use a later release of the JRE?

Solution:

In BusinessObjects Enterprise XI Release 2, if you attempt to

access a Java resource from InfoView and you do not have a

Java Runtime Environment (JRE) installed, InfoView provides a

JRE to the installed client. The version that comes with

Enterprise XI Release 2 is Sun JRE version 1.4.2_04.

You can modify the JRE version provided to the client with a

version that better fits your specific environment.

To modify the JRE

1. Place the new JRE installer in the following directories:\Program Files\Business

Objects\Tomcat\webapps\businessobjects\enterprise115\desktopl

aunch\JavaPlugin\Win32

\Program Files\Business

Objects\Tomcat\webapps\businessobjects\viewers\crystalreportv

iewers115\JavaPlugin\Win32


Objects\Tomcat\webapps\businessobjects\enterprise115\adminlau

nch\crystalreportviewers115\JavaPlugin\Win32

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 istypically found in the following location:

\Program Files\BusinessObjects\Tomcat\webapps\businessobjects\WEB-INF\

3. Locate the following section:


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viewrpt.javaPluginPath

/viewers/crystalreportviewers115/JavaPlugin/Win3

2/jre-1_5_0_11-windows-i586-p.exe

4. Modify the tag to point to your JREexecutable, then save and close the file.

5. Open the second web.xml file in a text editor, which istypically found in the following location:


Objects\Tomcat\webapps\businessobjects\enterprise115\desktoplaunch\WEB-INF\


viewrpt.javaPluginPath

/JavaPlugin/Win32/jre-1_5_0_11-windows-i586-p.ex

e

7. Modify the tag to point to your JREexecutable, then save and close the file.

8. Locate and open inventory.xml in a text editor. The file istypically found in the following location:

\Program Files\Business Objects\common\3.5\java\lib


j2re-1_4_2_04-windows-i586-p.exe

C:\Program Files\Business

Objects\common\3.5\crystalreportviewers115\JavaPlugin\Win32\j

2re-1_4_2_04-windows-i586-p.exe

7.5.394.0

3

11.5.8.8265

10.Modify the following tags:


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Specific Failure Conditions


tag to point to your JRE executable file. 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.

Specific Failure Conditions

The topics in this section provide solutions to problems that

occur under special circumstances.

Installation Fails with Error Code 16027

Symptom:

I have manually cleaned the previous installation of CA

Business Intelligence on Windows, but the installation failed

with error code 16027. Did I perform the manual uninstall

incorrectly?

Solution:

You need to delete the Common Reporting registry key foundin the following location:

HKLM\SOFTWARE\Computer Associates\Shared\CommonReporting

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