Troubleshooting
Problem
Various client issues may occur with Planning Analytics for Excel (PAfE), like:
- Nothing happens after trying to connect to Planning Analytics Workspace
- Connection is failing
- The right pane that should contain TM1 server objects is empty or does not even appear
- SUBNM formulas are showing #NAME! error and DBRW formulas contain #VALUE! error, even after running "Refresh Sheet", "Refresh Book", or "Recreate Workbook"
- Some buttons may not work
- Some weird behaviour or error messages may happen (VBA errors, run-time errors, and others)
- Edit Set or Open Viewer commands may not work properly
Resolving The Problem
Following these points will help fixing most issues related to the PAfE client:
1) Verify these 3 add-ins are activated in Excel, menu File / Options, "Add-ins" (the first two are "Excel Add-ins", the third one is a "COM Add-in") :
IBM Cognos Office Reporting BI Addin (C:\Program Files\ibm\cognos\IBM for Microsoft Office\CognosOfficeBI.xll)
IBM Cognos Office Reporting TM1 Addin (C:\Program Files\ibm\cognos\IBM for Microsoft Office\CognosOfficeTM1.xll)
IBM Framework for Office (C:\Program Files\ibm\cognos\IBM for Microsoft Office\CognosOfficeShim12.dll)
IBM Cognos Office Reporting BI Addin (C:\Program Files\ibm\cognos\IBM for Microsoft Office\CognosOfficeBI.xll)
IBM Cognos Office Reporting TM1 Addin (C:\Program Files\ibm\cognos\IBM for Microsoft Office\CognosOfficeTM1.xll)
IBM Framework for Office (C:\Program Files\ibm\cognos\IBM for Microsoft Office\CognosOfficeShim12.dll)
2) If a recent Windows update of Office update occurred, then try to reinstall PAfE over the existing installation.
3) In Excel, Options, Add-ins, check what other add-ins are activated in "Active application add-ins" section at the top-right of the screen.
Try to disable all these add-ins, restart Excel and retry.
Try to disable all these add-ins, restart Excel and retry.
4) If using Excel 2016, go to File / Options, in the General section at the top, select "Optimize for compatibility..." if this option exists, then restart Excel and retry.
5) Make a test with a lower level of security in Excel:
- Click File menu
- Click "Options"
- Click "Trust Center" menu
- Click "Trust Center Settings..." button
- Select "Trusted Locations" menu and add the path to the add-in (\ibm\cognos\IBM for Microsoft Office). This is where the *.xll and *.dll files reside.
- Select "Add-ins" menu, near "Manage:", "Excel Add-ins", click the "Go" button, and unselect all add-ins that are not related to PAfE
- Select "ActiveX Settings" menu and select the last option "Enable all controls without restrictions and without prompting..." and unselect "Safe mode..." option
- Select "Macro Settings" menu, select "Enable all macros..." and check "Trust access to the VBA project object model"
- Select "External Content" and select "Enable all Data Connections..." and "Enable automatic update for all Workbook Links..."
- Select "File Block Settings" and verify that Open option is unchecked for "Excel Add-in Files"
- Validate, restart Excel, and retry
- Click File menu
- Click "Options"
- Click "Trust Center" menu
- Click "Trust Center Settings..." button
- Select "Trusted Locations" menu and add the path to the add-in (\ibm\cognos\IBM for Microsoft Office). This is where the *.xll and *.dll files reside.
- Select "Add-ins" menu, near "Manage:", "Excel Add-ins", click the "Go" button, and unselect all add-ins that are not related to PAfE
- Select "ActiveX Settings" menu and select the last option "Enable all controls without restrictions and without prompting..." and unselect "Safe mode..." option
- Select "Macro Settings" menu, select "Enable all macros..." and check "Trust access to the VBA project object model"
- Select "External Content" and select "Enable all Data Connections..." and "Enable automatic update for all Workbook Links..."
- Select "File Block Settings" and verify that Open option is unchecked for "Excel Add-in Files"
- Validate, restart Excel, and retry
6) In case of issues with Set editor or cube Viewer:
-Verify Internet Explorer version 11 is installed.
-Open Internet Explorer, and delete temporary internet files.
-In menu "Tools", "Internet Options", Security tab, add the URL of Planning Analytics Workspace in the list of Trusted Sites.
-In menu "Tools", "Internet Options", Connections tab, "LAN Settings" button, verify whether some proxy is used. If possible, perform a test without using a proxy.
7) In the Options menu of PAfE, click on "IBM", set the "Logging" level to "All", reproduce the issue, then send to IBM Support all relevant Log*.json, ServerError*.txt, and *.HAR files from C:\Users\<UserName>\AppData\Local\Cognos\Office Connection\Logs directory of the client machine.
Document Location
Worldwide
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Document Information
Modified date:
04 September 2020
UID
ibm16326881