Troubleshooting Cognos Metrics

The Metrics application in IBM® Connections displays information in reports formatted as charts and tables. If you encounter problems while viewing the reports, use this information to help resolve the problem.

Potential problems and solutions

If you see the Metrics page displayed with links and options to select but no actual data, this indicates that the Metrics application is running but there is a problem with the backend IBM® Cognos® Business Intelligence server components. Common problems include authentication failures, conflicts with PowerCube refresh schedules, and report query failures.

Table 1. Potential problems with metrics reports and suggested solutions

Column 1 describes problems you might encounter when viewing metrics reports, and column 2 suggests how you can resolve them.
Problem Solution

The Metrics user interface displays the following message:

Access to Metrics is Restricted

The user who receives this message is has not been granted access to the appropriate level of Metrics. You can grant this user community-level access or global-level access.

The Metrics user interface displays the following message after the View list of time periods:

Error 403: AuthorizationFailed

Verify that the Cognos® application user role BI User in WebSphere® Application Server is mapped to All Authenticated in Application's Realm.

The Metrics user interface displays the following message:

Cognos error: CCL-BIT-0006. The connection closed before the request is processed. If you are using WebSphere Application server, to reduce the frequency of this error, increase the Persistent Timeout parameter for the Web container transport chains in the administrative console. Increase the time in 10-15 second intervals until the error no longer or rarely occurs.
The HTTP 1.1 protocol provides a keep-alive feature that enables the TCP connection between HTTP clients and the server to remain open between requests. By default, WebSphere® Application Server will close a given client connection after a number of requests or a timeout period. After a connection is closed, it will be recreated if the client issues another request; however early closure of connections can reduce performance. Correct this problem by increasing the timeout settings as indicated in the error message:
  1. Log into the Integrated Solutions Console on the Deployment Manager as the WebSphere® administrator.
  2. Click Servers > Application Servers.
  3. In the list of servers, click the name of the Cognos® BI Server.
  4. On the Configuration page, click Web Container Settings > Web Container > Web container transport chains
  5. Select the normal inbound chain for serving requests; this is typically named WCInboundDefault, on port 9080.
  6. Click HTTP Inbound Channel (HTTP_2).
  7. Type a value for the Maximum persistent requests (the number of requests kept alive at once time) to specify the number of requests that are allowed on a single HTTP connection.
  8. Enter a value for Persistent timeouts to specify the amount of time, in seconds, that the HTTP transport channel allows a socket to remain idle between requests.
  9. Click OK.
  10. Save the change to the master configuration by clicking Save in the "Messages" box.

You might need to repeat this process and increase the Persistent timeouts period by 10 to 15 seconds at a time until the error no longer occurs
A community owner clicks Update on the Metrics page and the report does one of the following:
  • The report finishes immediately but contains no data
  • The report runs indefinitely
Verify that the cognosAdmin JAAS J2C alias is configured with the correct Cognos administrator user name and password by checking the setting as follows:
  1. Log into the Integrated Solutions Console on the Deployment Manager as the WebSphere® administrator.
  2. Click Global security > JAAS - J2C authentication data.
  3. Select cognosAdmin.
  4. If necessary, update the Cognos® administrator user name and password.
  5. Click OK.
  6. Save your changes to the master configuration by clicking Save in the Messages box.

Reports display either a "No data available" message, or all the data points have the value of 0.
Verify that the Cognos® Transformer PowerCube generation is properly occurring and if necessary, correct the job schedules to prevent conflicts:
  1. On the computer hosting Cognos® Transformer, open the trxschelog.log file. This log is located in the following directory:
    Cognos_Transformer_install_path/metricsmodel/trxschelog.log
    here Cognos_Transformer_install_path is the value specified for the cognos.transformer.install.path property in the cognos-setup.properties file. For example, on Windows™: 
    C:\Program Files (x86)\IBM\Cognos\metricsmodel\trxschelog.log
  2. Review the log to make sure the PowerCube generations were successful.

    Errors might indicate that the scheduled jobs that generate each PowerCube are incorrectly configured or not running, which might cause conflicts between the daily refresh and the weekly refresh.

  3. Schedule the refresh jobs so they do not collide.
    • AIX®, Linux™: Edit the cron jobs in the system crontab to resolve any conflicts in scheduling.
    • Windows™: Edit the MetricsCubeDailyRefresh job to ensure it does not collide with the weekly refresh. You can modify the job’s properties in the Task Scheduler Library; for more information see Configuring the job scheduler for Cognos Transformer on Windows.
When scheduling the refresh jobs, note that:
  • There are two jobs: a daily refresh that collects incremental changes and a weekly refresh that updates the entire PowerCube.
  • These jobs should run at times when the Cognos® system usage is relatively low, to minimize the impact on normal usage; you should adjust these times based on your system's usage pattern.
  • The weekly refresh should run only once every week; since it will take longer to complete, you should schedule it for the time when system usage is lowest (for example, on the weekend).
  • The daily refresh should run early in the morning (for example, just after midnight), so users can see latest metrics for previous day.

Reports display a message indicating that a query failed; for example:

At least one invalid member reference was encountered in the query. '[METRICS_TRX_CUBE].[...]...'

or

No connection to the data source 'METRICS_TRX_CUBE' could be established.
A message like this indicates that the PowerCube has not finished generating data for the requested report. There are two ways to resolve this problem:
  • Wait for the scheduled job to finish refreshing the PowerCube data and try again.
  • Manually force a PowerCube refresh by running the following script:
    Cognos_Transformer_install_path/metricsmodel/build-all.sh|bat
    where Cognos_Transformer_install_path is the value specified for the cognos.transformer.install.path property in the cognos-setup.properties file. For example, on Windows™:
    C:\Program Files (x86)\IBM\Cognos\metricsmodel\build-all.bat

No Metrics data displays and the Cognos Powercube model file contains incorrect administrator username.

To fix the Powercube mdl files with the correct Cognos administrator user name, perform the following steps:

  1. Open the Cognos_transformer_path/metricsmodel/MetricsTrxCube.mdl file using a text editor.
  2. Search for the text string "LCUSER" UserId, You should find something similar to the following value if the correct Cognos administrator username was "Susan Adams": 
    Signon 17207 "LCUSER" UserId "Susan"
  3. Change the value to the correct user name such as. "Susan Adams" and then save the mdl file.
  4. Perform the same update for Cognos_transformer_path/metricsmodel/MetricsAuditCube.mdl file.
  5. Run the build.bat or build.sh to build the Cognos Powercube again.
  • CCL-BIT-0006 The connection closed before the request is processed. If you are using WebSphere Application Server, to reduce the frequency of this error, increase the Persistent Timeout parameter for the Web container transport chains in the administrative console. Increase the time in 10-15 second intervals until the error no longer or rarely occurs.
  • CAM-CRP-1193 An error occurred while attempting to contact the active Content Manager to update the local CA information. Check your configuration to ensure that the configured URIs are valid and that there are services running at those locations.
Increase the connection timeout time to ensure a successful installation.
  • If you are using IHS web server, increase the Keepalive Timeout to 30 in the confirmation file httpd.conf. In UNIX or Linux, the file is in /opt/IBM/HTTPServer/conf/httpd.conf. In Windows, it is in \Program Files\IBM\HTTPServer\conf\httpd.conf.
  • If you are using IIS 6.0, in the properties of Default Web Site, click the Web Site tab, select Enable HTTP Keep-alives, and increase Connection Timeout.
  • If you are using IIS 7.0 or 7.5:
    1. Select Default Web Site.
    2. In the features view, double-click the HTTP Response Headers feature.
    3. Right-click the page and select Set Common Headers.
    4. Select Enable HTTP Keep-alive.
    5. Right-click Default Web Site and select Manage Web Site > Advanced Settings.
    6. Expand Connection Limits and increase Connection time-out (seconds).
Both of the following issues occur:
  • In Community metrics, top contributors and most active content report can not be displayed.
  • On the Cognos server, the WebSphere SystemErr.log/SystemOut.log file contains the following error:

    java.lang.LinkageError: loading constraint violation when overriding method "javax/xml/soap/AttachmentPart.getDataHandler()Ljavax/activation/DataHandler;" during creation of class "org/apache/axis/attachments/AttachmentPart": loader "com/cognos/pogo/isolation/ParanoidClassLoader@ad6434f" of class "org/apache/axis/attachments/AttachmentPart" and loader "com/ibm/oti/vm/BootstrapClassLoader@27d079f5" of class "javax/xml/soap/AttachmentPart" have different types for the method signature

If you see both errors, this indicates that your Cognos® WebSphere® Application Server profile is using JDK 8 instead of JDK 7 as required. Your JDK might have been upgraded inadvertently if you applied the WebSphere® Application Server ifix 8.5.5.14. Complete the following steps to revert the JDK to version 7 for use by Cognos®:

  1. Download and install JDK 1.7.
    1. Download and install corresponding version of IBM WebSphere SDK Java (TM) Technology Edition V7.0. The SDK Java v7 can be downloaded from HCL Software FlexNet portal
      • IBM WebSphere SDK Java (TM) Technology Edition V7.0 (1 of 3) (for full profile and Liberty profile WebSphere Application Server V8.5.5) Multiplatform Multilingual (CIUC7ML.zip)
      • IBM WebSphere SDK Java (TM) Technology Edition V7.0 (2 of 3) (for full profile and Liberty profile WebSphere Application Server V8.5.5) Multiplatform Multilingual (CIUC8ML.zip)
      • IBM WebSphere SDK Java (TM) Technology Edition V7.0 (3 of 3) (for full profile and Liberty profile WebSphere Application Server V8.5.5) Multiplatform Multilingual (CIUC9ML.zip)
    2. Download and install the update, IBM WebSphere SDK, Java™ Technology Edition, Version 7.0.10.25 for WAS 8.5.5.14.
  2. Enable the Cognos® profile to use the JDK 7:
    1. Run the managesdk.bat -listAvailable command to list the available JDKs, and note down the name of the v7 JDK as shown in the following example:

      CWSDK1003I: Available SDKs : CWSDK1005I: SDK name: 1.7_64 CWSDK1005I: SDK name: 1.8_64 CWSDK1005I: SDK name: 1.8_64_bundled CWSDK1001I: Successfully performed the requested managesdk task.

    2. Start DMGR.
    3. Start the Cognos® node agent.
    4. Run the managesdk command to enable JDK 7 for the Cognos® profile as shown in the following example:
      C:\IBM\WebSphere\AppServer\bin>managesdk.bat -enableProfile -sdkname 1.7_64 -profileName Cognos_profile_name -enableServers -user admin_username -password admin_password

      CWSDK1024I: The node default SDK setting for federated profile cognosProfile has been saved in the master configuration repository. CWSDK1025I: A synchronization operation is required before configuration changes to federated profile <cognosProfile> can be used. CWSDK1017I: Profile <cognosProfile> now enabled to use SDK 1.7_64. CWSDK1001I: Successfully performed the requested managesdk task.

  3. Start the Cognos server with the startServer command. If you are starting the Cognos server from the WebSphere Integrated Solutions Console, make sure that the node synchronization has completed.