IBM Support

Push Notifications are not being received by the IBM Cognos Mobile Analytics app.

Troubleshooting


Problem

A user of the Mobile Analytics app is not seeing their Notifications after they set a Alert.

Cause

In this real life customer case, the cipher suites were mismatched in their environment between the Application Dispatchers and the Gateways.

Environment

The following are Operating System independent instructions for Cognos Analytics CA11.1.7 with Mobile Fix Pack 2 or higher installed.

Diagnosing The Problem

Checking the App and how the Notifications are set up shows
  • Push notifications not received in the app
  • Notification troubleshooting is successful
  • In-App notifications work
In the Cognos Analytics setting the Diagnostic Logging to allow Mobile information to be included, shows an SMTP error.
In the Cognos browser interface navigate and select 'PINBOARD_PNS_DEBUG'.
  • Logon as a System Administrator.
  • Navigate to Manage > Configuration > Diagnostic Logging.
  • Navigate to the 'Custom Topics' Tab.
  • Select 'PINBOARD_PNS_DEBUG' and Apply.
Review the ..\logs\cognosserver.log or ../logs/cognosserver.log file and search for the following message:
SMTPDeliveryService: found pushNotificationAdditionalData read error Received fatal alert: handshake_failure

Resolving The Problem

Check the cipher suites on all Application Tier Dispatchers and Gateways.
Ensure all instances share the exact same Suites.
  • Navigate to Security > Cryptography > Cognos
  • Select the pencil icon to the right of supported cipher suites to edit the list
  • Ensure the Currently Supported suites match on all Cognos instances in the system.
If they do not match, select the ones on the left menu you need then select the add button.
These changes will require a complete system restart.
When restarting a distributed Cognos system, always shut down the Application Dispatchers first.  Then proceed to shut down any standby Content Managers, finishing with the Active Content Manager.
Once the system is restarted, test creating a new Notification.

Document Location

Worldwide

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Document Information

Modified date:
03 September 2021

UID

ibm16485609

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