IBM Support

Must Gather - Troubleshoot Planning Analytics for Excel

Troubleshooting


Problem

A problem has been encountered while using Planning Analytics for Excel

Diagnosing The Problem

To troubleshoot a Planning Analytics for Excel problem, the following details must be gathered.  When collecting logs, prepare for log collection and ensure logs for all components are collected at the same time.
 
  • Detailed description of the problem:
    • What is not working as expected? (what is the expected result?)
    • Is this something that had worked before? (if yes, what might have changed?)
    • Is the problem limited to certain users, or all users?
    • Is the problem limited to a specific report, or are all reports affected?
    • Does the problem still occur with a simplified version of your report? (if applicable)
      • To simplify, remove as many tabs, columns and rows as possible
      • Test removing things like conditional formatting or conditional formulas
         
  • Environment Details:
    • What is the version of Planning Analytics for Excel?
      • Which version and bit-ness of Excel is being used?
      • Is the problem specific to any version of Excel?
    • What Operating System is being used?
    • tm1features.json file ( in %LOCALAPPDATA%\Cognos\Office Connection\ )
    • CommManagerSettings.xml ( in %LOCALAPPDATA%\Cognos\Office Connection\ )
       
  • Network Logging (Fiddler):
    • Configure and capture network logging with Fiddler:
      • See: https://www.ibm.com/support/pages/how-perform-fiddler-trace-capture-network-traffic-1
    • Provide fiddler trace output (.saz file)
       
  • Debug Logging:
    • Open Planning Analytics for Excel
    • Click the Options button on the Planning Analytics for Excel tab
    • Select IBM in the navigation pane
    • Scroll down in the right pane and find Logging
    • Click View Logs to Open the Logs folder (make note of the directory)
    • Change the Log Level to All
    • Click OK to close the Options dialog
    • Close Excel completely and remove all existing log files (from %LOCALAPPDATA%\Cognos\Office Connection\Logs\)
    • Reopen Excel / PA for Excel
      • This allows PA for Excel to log startup details
    • Recreate the problem being investigated, using as few clicks as possible
    • Go back to Options and change the Logging Level back to None
    • Click View Logs to open the logs directory
      • Alternatively, navigate to %LOCALAPPDATA%\Cognos\Office Connection\Logs\
    • Before zipping the logs, close Planning Analytics for Excel to close all file locks
      • If Excel is not closed prior to gathering logs, not all details will be captured
         
  • Local Only - Environment Details:
    • If a local install, which versions of Planning Analytics are used?
      • Planning Analytics Spreadsheet Service
      • Planning Analytics Workspace
      • Planning Analytics TM1
        • Provide tm1s.cfg file
           
  • Local Only - Planning Analytics Server Thread Logging:
    • Enable TM1Top Logging
      • See: https://www.ibm.com/docs/en/planning-analytics/2.0.0?topic=logs-tm1-top-log
    • Provide tm1server.log / tm1top.log, from TM1 Server Log directory
       
  • Local Only - Planning Analytics Server REST API Logs:
    • Enable REST API Debug / ODATA logs
      • See: https://www.ibm.com/support/pages/planning-analytics-server-logging-odataplanning-analytics-workspace
    • Provide tm1server.log / restapi.log, from TM1 Server Log directory
       
  • Local Only - Planning Analytics Workspace Logs:
    • Provide contents of the following directory:
      • <PAW_INSTALL>\log

Document Location

Worldwide

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Document Information

Modified date:
26 September 2023

UID

ibm17039371

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