Troubleshooting
Problem
What files or information can be gathered for submission to Cognos Analytics Technical Support?
Resolving The Problem
Provide as much of the following information as possible in your ticket with Cognos Analytics Technical Support
Required Environment Details:
• What is the operating system including version?
• What environment does the issue exist in? Have you tested in other environments?
• Is the environment a single-server or distributed installation? Provide a detailed description of where product components (gateway, content manager, application tier) are installed.
• Is a web server being used? If yes, what web server including version?
• Confirm the product version or upload the cmplst.txt from the installation directory.
Detailed Problem Description:
• What is the exact problem you are experiencing, include as much detail as possible. Include steps that are being taken along with your own analysis of the problem.
• Are you receiving an error? If so, list the exact text of the error message and when you receive it. Screen prints are also helpful.
• Has the functionality worked before? When? What changed?
• Does the problem occur for all users? If not, what might be different between the users? Does it occur for the same user on a different PC or a different browser?
• Does the issue occur by using the dispatcher URL?
• What is the data source used in the dashboard?
Replication Scenario:
• Is there a replication scenario? List detailed replication steps.
• Are you able to replicate by using Cognos samples?
Optional details:
•Include the cogstartup.xml file from the configuration directory of each installation to confirm the environment is configured correctly.
• Include the entire logs directory or the following files (cogaudit.log, cognosserver.log, dataset-service.log, dq_messages.log, p2pd_messages.log, xqelog*.xml).
• Confirm the name of the dashboard and the time the issue was replicated.
Helpful links:
Document Location
Worldwide
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Document Information
Modified date:
02 March 2022
UID
ibm16560690