Troubleshooting
Problem
- If the user hovers their mouse over the error, a new message is seen.
Symptom
- However, in general they look similar to these screenshots.
Example #1 - Controller 10.3.1:
- Data mart tab:
- Logs tab:
SystemServerClientNotFound
- 'Error.log' file (by default, located here: C:\Program Files\ibm\cognos\ccr_64\server\FAP)
13:56:37,541 | INFO [fap.service.schedule.Scheduler] [schedulerThread], FAP service started on host:<servername>
13:57:08,589 | ERROR [fap.service.schedule.Scheduler] [schedulerThread], Could not logon to TM1
com.ibm.cognos.tm1.TM1Exception: SystemServerClientNotFound
at com.ibm.cognos.tm1.API.logonCAMNamespace(Native Method)
at com.ibm.cognos.fap.common.persistence.tm1.TM1Context.login(TM1Context.java:111)
at com.ibm.cognos.fap.service.schedule.Scheduler.updateDatamarts(Scheduler.java:537)
at com.ibm.cognos.fap.service.schedule.Scheduler.run(Scheduler.java:253)
at com.ibm.cognos.fap.service.schedule.Scheduler$1.run(Scheduler.java:158)
at java.lang.Thread.run(Thread.java:785)
~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~
Example #2 - Controller 8.5.1:
- Object: FAP Service
Severity: CRITICAL
Description: Could not login to TM1, host: SERVERNAME, server name: TM1 SERVER NAME, user name: admin
If hover the mouse over the error, a new message appears:
- Could not logon with to CAM with user: <username> to ClientCAMURI http://servername/cognos8/cgi-bin/cognosisapi.dll
Cause
- Tip: For more examples, see separate IBM technote #1664572.
This IBM technote specifically relates to the situation where the logs also have the following error mentioned: SystemServerClientNotFound
- Typically this means that the settings in 'TM1 Connection' are wrong:
Example Scenarios:
- Scenario #1 - 'Client' setting does not include the CAM namespace name (before the username). For example:
- BAD = Administrator
- GOOD = NamespaceID\Administrator
- Scenario #2 - Incorrect CAM namespace name used.
- For example, instead of adding the Cognos (CAM) namespace ID (before the username) they have instead used the name of the Microsoft Active Directory (AD) domain
- BAD = MYDOMAIN\Administrator
- GOOD = NamespaceID\Administrator
- For many/most customers, this is incorrect since (often) the name of the namespace is different from the name of the Windows domain.
- For example, instead of adding the Cognos (CAM) namespace ID (before the username) they have instead used the name of the Microsoft Active Directory (AD) domain
- Scenario #3 - Changes have been made recently, which require the FAP-related services to be restarted as follows:
- In the correct order
- And (crucially) leaving a slight gap between them (to ensure that they are running successfully when called upon for the first time).
- Scenario #4 - Incorrect password setting
- For example, customer has recently changed the password for the relevant TM1 user (in the active directory) but had forgotten to update the data mart settings (in the FAP client)
- In this scenario, everything was working OK for a long time, but suddenly the problem started occurring (soon after changing the password).
- For example, customer has recently changed the password for the relevant TM1 user (in the active directory) but had forgotten to update the data mart settings (in the FAP client)
- Scenario #5 - The CAM namespace name (inside 'Client' setting) has been typed in with the wrong case-sensitivity. For example:
- BAD = namespaceid\administrator
- GOOD = NamespaceID\Administrator
- For more details, see separate IBM technote #1692219.
- Scenario #6 - The user is not a member of any Cognos Analytics security role, and therefore cannot logon to any CA namespace
- You can test this theory by trying to logon to any CA-related product (for example CA website, TM1 architect)
- For more details, see separate IBM technote #2015593.
- Scenario #7 - The user (defined in the FAP Data mart) does not have ADMIN rights in the target PA (TM1) instance (sometime known as 'TM1 server').
- For more details, see separate IBM technote #1102839.
- Scenario #8 - The Windows user account running the Cognos Analytics service (“IBM Cognos”) does not have the required rights.
- For more details, see separate IBM technote #6470933.
Environment
Resolving The Problem
Reconfigure the Data mart entry in the Data mart tab, to use the full/correct name (for example "NamespaceID\Administrator").
1. Open the section "data marts"
2. Highlight the relevant entry, and click "Edit":
3. Modify the value for "client" to be the correct value (for example "NamespaceID\Administrator"):
Scenario #2
Ensure that the name used matches the value for the namespace ID inside Cognos Configuration.
- In other words in the example here...
...the correct name would be something like: MyNamespaceID\Administrator
- NOTE: The value of the namespace is case-sensitive.
Scenario #3
Obtain a short period of downtime (no users using the various systems) and:
- Stop the FAP service
- Stop the TM1 services
- Stop and restart the BI service
- IMPORTANT: Now wait a few minutes (after the service has shown that it has started) to ensure that everything is 100% up and running. Typically, waiting 2 minutes is sufficient.
- Start the TM1 service and wait a few minutes (again). Typically, waiting 2 minutes is sufficient, but in extreme cases it may be necessary to wait for 10 minutes.
- Start the FAP service
- Perform an initial publish.
NOTE: For full details of best practices for stopping and starting FAP/TM1 services, see separate IBM technote #1585881.
Scenario #4
Modify the data mart settings, so that it uses the new/correct password (for the user which connects to the TM1 instance).
Steps:
- BAD = namespaceid\administrator
- GOOD = NamespaceID\Administrator
- For more details, see separate IBM technote #2015593.
- For more details, see separate IBM technote #1102839.
- Act as part of the operating system
- Log on as a service
- For more details, see: Technote #6470933 here: https://www.ibm.com/support/pages/node/6470933
Related Information
1449701 - Error 'Could not login to TM1 ... The TM1 Ser
1664572 - ** Troubleshooting ** "Could not login to TM1
1585881 - Safe method to restart the TM1 servers (to en
1692219 - "Could not login to TM1 ... SystemServerClientNotFound" when publishi…
2015593 - "Unable to authenticate. The provided credentials are restricted from…
1102839 - 'Could not login to TM1 ... SystemServerClientNotFound' error when pu…
Was this topic helpful?
Document Information
Modified date:
12 July 2021
UID
swg21449704