Troubleshooting
Problem
New accounts have been added into a form. Some users can see the account descriptions, but others cannot.
Symptom
- User A opens a form
- The account descriptions (inside the cells) are correctly filled in (for example cell E12 says "Revenue Renewals" or whatever).
- User B opens the SAME form
- For this user, the account descriptions (inside the cells) for the new accounts are NOT correctly filled in
- For example, cell E12 says "The account code is invalid"
Cause
There are several potential causes.
- Scenario #1 - User B's local Controller cache files are out of date
- Scenario #2 - Controller database has been greatly changed recently, and is in need of an internal optimisation.
- Scenario #3 - Version 8.5/8.5.x of Controller is being run with a SQL 2000 main Database (unsupported).
Resolving The Problem
Scenario #1 - Ask the 'bad' end user to clear local cache
Steps:
- Ask the 'bad' end user to do the following:
- Launch Controller as normal
- Click 'Maintain - Special Utilities - Clear Local Cache'
Scenario #2 - Perform an internal database optimisation
Steps:
- Ask the superuser to do the following:
- Ensure no other users logged onto the system
- Logon as an Administrator (for example ADM)
- Click 'Maintain - User - Single Mode'
- Click 'Maintain - Database - Optimize'
- Tick all options
- Perform a database optimization.
Scenario #3 - If using MS SQL, check your version is supported/upgrade your version - see link below. SQL 2000 for the main Controller database may appear run for Controller 8.5/8.5.1 but will cause issues.
Related Information
[{"Product":{"code":"SS9S6B","label":"IBM Cognos Controller"},"Business Unit":{"code":"BU059","label":"IBM Software w\/o TPS"},"Component":"Controller","Platform":[{"code":"PF033","label":"Windows"}],"Version":"8.5.1;8.5;8.4;8.3;8.2;8.1MR1;8.1","Edition":"Edition Independent","Line of Business":{"code":"LOB10","label":"Data and AI"}}]
Historical Number
1042156
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Document Information
Modified date:
15 June 2018
UID
swg21367457