For troubleshooting information and support, consult the Knowledge Base. If you require additional information not found in the Knowledge Base or listed below in these release notes, contact Technical Support.

Known issues

Refer to the troubleshooting known issues section below for a list of troubleshooting steps available for some of the known issues in this MicroStrategy release.

Resolved issues

For a complete list of all the issues resolved in this MicroStrategy Analytics Enterprise release, consult the Knowledge Base technical note .

Troubleshooting

The troubleshooting techniques and procedures for MicroStrategy Office are broken up into the following sections:

• Troubleshooting Known Issues
• Microsoft Office Interaction
• Report Execution and Display
• International Support
• MicroStrategy Office API
• Web Services ASP.NET
  • Web Services ASP.NET on Microsoft Windows Vista
• Web Services J2EE
• General Web Services troubleshooting

Troubleshooting known issues

Issues that have a prefix of S (S#####) are customer cases that can be tracked through MicroStrategy Technical Support. Those that are prefixed with T (T#####) are MicroStrategy internal issues. Internal issue numbers do not correlate to customer case numbers.

Microsoft Office interaction

• Reports are not executed from Smart Tags action menu in PowerPoint 2007.

Report execution and display

• Large report executions may timeout due to configurable settings involved at various levels of the execution workflow: MicroStrategy Office client settings, Web Server, Web Services, MicroStrategy Intelligence Server, and the database. If you encounter timeouts when browsing or executing reports, you may increase the default settings in the General Options within the MicroStrategy Office Options dialog box. If you are still experiencing timeout problems, contact your system administrator to help you pinpoint the problem.
• MicroStrategy Office report display is limited by the sheet size of 65536 rows by 256 columns in Excel XP and 2003. However in Excel 2007, sheet size increases to 1,048,576 rows by 16,384 columns.
• The mapping between MicroStrategy graphs and Microsoft Office charts has been greatly enhanced. However, some advanced graph types (Gauges, Box Plot, Pareto ...etc) are not available in Microsoft Office charts and therefore will be mapped to the default chart defined in the MicroStrategy Office Options dialog box. Other limitations, such as Microsoft Office's restricted color palette, may prevent an exact rendering of the graphs as they were designed in MicroStrategy Developer or Web. If you would like to display static charts with the exact look and feel of graphs as designed in Developer, enable the Display charts as images option in the MicroStrategy Office Options dialog box.

International support

• Heterogeneous as well as homogeneous language configurations are supported. For example, MicroStrategy Office set in French should be able to run reports from an English Web Services machine.
  
  The Microsoft Office Multi-lingual User Interface Pack (MUI) is no longer required to render reports in environments where the operating system regional settings do not match the locale of the installed version of Microsoft Office. If the MUI is not installed, prompt data will display in US English format, rather than localized to match the operating system.

MicroStrategy Office API

• If you are using the API to answer a date prompt, you must use the new PromptDateTime interface instead of the PromptSimple interface. You must define the PromptDateTime.StaticDate property to answer the prompt instead of the PromptSimple.Answer property.

Web Services ASP.NET

• On Windows 2003, you may have to enable the ASP.NET extension before proceeding with the installation of MicroStrategy Web Services. 
• If Web Services is not responding, you may fix it by restarting your web server through IIS Manager or the Services Manager of the operating system.
• If using a Japanese version of Web Services: It is important to install Web Services on a Japanese OS before trying to install Microsoft Office XP (if you need Office XP on that machine). Otherwise issues may occur that prevent Web Services to function properly due to incorrect permissions set on system folders.

Web Services ASP.NET on Microsoft Windows Vista or Microsoft Windows 7

MicroStrategy Web Services is supported for demonstration purposes (not certified for a production environment) for Internet Information Services 7.0 running on Microsoft Windows Vista, and Internet Information Services 7.5 running on Microsoft Windows 7. To support Web Services on these environments, refer to the following notes:

• Prior to installing Web Services you must verify Internet Information Services 7.0 or Internet Information Services 7.5 is installed with the following options enabled (You can access these IIS settings from within the Control Panel by selecting Programs, Programs and Features, Turn Windows features on or off) :
  • ASP.NET
  • Windows Authentication
• Modify the Windows Firewall settings to enable the exception World Wide Web Services (HTTP). You can access this firewall setting from within the Control Panel by selecting Windows Firewall, Change Settings, Exceptions tab.
• In IIS Manager, enable Anonymous Authentication for MicroStrategy Web Services.
• MicroStrategy Office users may have problems connecting to the web server due to security permissions and privileges issues caused by .NET Framework 1.1.
  Workaround: Enable anonymous authentication on the Web Services virtual directory.

Web Services J2EE

• Web Services J2EE has been designed to reach feature parity with its ASP.NET version, with the following exceptions:
  • NT authentication is not supported. Project sources based on NT authentication will be filtered out from the login dialog.
  • Threshold images defined in reports with relative path following the Windows path structure such as: Images\image1.gif will not work. It is recommended to modify such paths to be like: Images/images1.gif, which will work for ASP.NET and J2EE.
    
    
• You may receive OutOfMemory or XML truncated errors when running reports (or metadata browse queries). This is because by default, the JVM loads with a Max Heap Size limited to 64MB. It's highly recommended to increase this value to 512MB or higher. The procedure to modify this setting depends on the Web application server you are using (different versions of WebSphere, Oracle WAS, or Tomcat have different procedures). Consult your Web application server documentation for details.
  

General Web Services troubleshooting

Symptom: Client users are unable to connect and are receiving Error 401. Access Denied.
Resolution: The Web Services ASP.NET machine needs to be added to an NT domain that is accessible to the client users.

Symptom:  Web Services ASP.NET takes more than 2 minutes to start up.
Resolution: Remove or comment out any entries for any unavailable Intelligence Servers.

Symptom:  Large report executions time out.
Resolution: After making sure that Intelligence Server is not causing the timeout due to its own configurable settings, increase the value of keys REQUESTTIMEOUT and SERVERBUSYTIMEOUT found inside the bloc <appSettings> ... </appSettings> of the Web.config file located under \Program Files\MicroStrategy\Web Services folder then restart Web Services. 

Other common troubleshooting techniques

• The REPORTSTATEWORKINGSET setting defined in Web.config file determines the maximum number of reports that can be submitted concurrently per each connected user session. The default value is set to 3. The Web administrator may increase the value to support higher report submission concurrency per user. However, ensure that concurrency is not increased to the point of overwhelming Intelligence Server. 

• The default installation includes an XML file called projectsources.xml under the root installation location (or deployment location for Web Services J2EE). This file is pre-configured with one project source pointing to your localhost Intelligence Server. You may modify that entry or add additional ones following this XML syntax:

<ProjectSources>
....
<ProjectSource>
         <ProjectSourceName>Name</ProjectSourceName>
         <ServerName>Name</ServerName>
         <AuthMode>MWSStandard</AuthMode>
         <MaxPooledConnections>Integer</MaxPooledConnections>
         <PortNumber>Integer</PortNumber>
</ProjectSource>
....
</ProjectSources>

In this release, the following authentication modes are supported. Check with your Intelligence Server administrator to learn which authentication mode has been set up for your Intelligence Server. For more information and examples, refer to the MicroStrategy Office User Guide.

• Standard Authentication: MWSStandard
• NT Authentication: MWSNTCredential (not supported for J2EE)
• LDAP Authentication: MWSLDAP
• Database Authentication: MWSWarehousePassThru
• Integrated Authentication: MWSIntegrated
• Trusted Authentication: MWSSimpleSecurityPlugIn
• Anonymous Authentication: MWSAnonymous
• Pass-through Authentication: MWSPassThru
• Warehouse Pass-through Authentication: MWSWarehousePassThru

If you have reports in your project that use threshold images defined using relative paths, the same images that should have been created on the Intelligence Server have to be duplicated under the Web Services application root folder\images folder.