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 Intelligence Server are broken up into the following sections:

• Troubleshooting Known Issues
• General Troubleshooting

Troubleshooting known issues

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

• T400071 - When trying to start or stop the MicroStrategy Intelligence Server Universal from a Microsoft Windows machine using MicroStrategy Service Manager, the connection fails. This occurs if MicroStrategy Listener is running under the root account. Contact MicroStrategy Technical Support for an update on the status of this issue.
• T381256 - For clustered Intelligence Server environments, Report Services document caches on a remote node of the cluster are deleted when the Intelligence Server for that node is restarted. This can occur when the document cache is stored on a remote node, and the caches for the datasets included in the document are on the local node of the cluster. To avoid this problem, store the document cache on the same node in the cluster that stores the caches for the datasets that are included in the document.
• T189999 - Clustering of multiple Intelligent Server instances on the same physical machine is not supported. In order to set up a cluster, the help of the root user is usually needed to create the /machine_name/ClusterCaches directory in the root folder to then be linked or mounted remotely
• T143164 - The RDBMS property in the DSSMDSYSPROP table of the metadata does not get updated when the user upgrades the DBMS platform automatically. Refer to the Knowledge Base for help to do this manually.
• T211616 - Elements incremental fetch limit cannot be set at the attribute level for Freeform SQL and MDX attributes. The limit has to be set at the project level.
• T151399 When using working sets, getting '--' for metrics using sum aggregate function. Workaround: At the metric level, click on the sub-totals tab and set the Aggregation from 'Default' to 'Sum'.
• T132302 - Some percent-to-total metrics cannot be used correctly with custom groups.

LDAP - Known issues with Sun ONE Directory Server

• T163287 - When the LDAP certificate changes the modification is not always acknowledged. This can lead to the LDAP setting being incorrect when it is actually valid. For example, if an incorrect SSL certificate is entered, when a user attempts to log in the user will get an error. If the path is then corrected and the user tries to log in, this will fail. If the certificate path is good and then it is changed to something invalid, the user will still be able to log in. This could also happen with Novell or Microsoft Active Directory.

General troubleshooting

Symptom: When using Transaction Services to modify data for an attribute element, only elements shown on the current page are modified. This can occur when the attribute element affects rows of data that are spread across multiple pages of data in the grid.
Resolution: You must update the data for the attribute element for each page of data. Alternatively, you can modify the number of rows displayed on each page, so that the attribute element data can be modified on the same page. The number of rows displayed on each page are determined by the document designer using the incremental fetch settings. For a general overview of incremental fetch and steps to enable it, see the Document Creation Guide.

Symptom: Client products such as MicroStrategy Developer and Web cannot connect to Intelligence Server.
Resolution: This can be caused by the client product and Intelligence Server using different Internet Protocol versions. You must ensure that your client products and applications and Intelligence Server are using the same Internet Protocol version. To modify the Internet Protocol version for Intelligence Server, you must modify the following Windows registry setting:

Warning: Modifying registry values incorrectly may cause serious, system-wide problems that may require the re-installation of your operating system. Any edit of the registry is done at the user`s own risk. Since these are user-initiated changes, they are not covered by any MicroStrategy warranty. Create a backup of the registry prior to making any alterations.

HKEY_LOCAL_MACHINE\SOFTWARE\Microstrategy\DSS Server\IPVersion

To use Internet Protocol version 6 (IPv6), define this registry setting with a value of 6. To use Internet Protocol version 4 (IPv4), define this registry setting with a value of 4.

Symptom: Cannot import cube from Hyperion Essbase when there are language-specific characters.
Resolution:  Refer to TN1100-000-0621 for a workaround.

Symptom: MicroStrategy Intelligence Server Listener fails to register as a service in AIX 5.3. A ticket is open with IBM to provide a solution.
Resolution:  Refer to TN5300-754-0659 for more details.

Symptom: Certain fonts are not properly displayed in documents executed by an Intelligence Server machine on UNIX.
Resolution: On the Unix machine, check the "your_Installation_path"/PDFGeneratorFiles folder and make sure the "the font you need.ttf" file is located there. As a workaround, the missing files can always be copied to this folder from a Windows machine ( "WINNT/Fonts" folder). See MicroStrategy Tech Note TN5300-75x-0486 for more details.

Symptom: A grid in a Report Services document is not displayed in the PDF generated.
Resolution: Check the data set to see if the metric placed in the grid is present in the data set. You should also check if the data set was modified after the creation of the document. Re-create the data set and the document to fix this problem.

Symptom: Intelligence Server could not start up although both the metadata and warehouse configurations are correct.
Resolution: In the absence of other MicroStrategy error messages, check the system event logs to determine the cause of the problem.

Symptom: Although the ODBC connection was tested to work, the server does not connect to the metadata.
Resolution: Check the ODBC driver version and make sure it is certified by MicroStrategy.

Symptom: When a call to an ODBC driver does not return in a timely manner the ODBC connection is considered hung. Under Multithreaded mode the thread that runs on MicroStrategy Intelligence Server that conducts all the ODBC work is abandoned and it cannot be stopped or suspended for stability reasons. When MicroStrategy Intelligence Server is shut down the ODBC environment is freed, which frees all the resources used by ODBC. It is possible that the hung ODBC call can throw an access violation because the memory it is using is invalid.
Resolution: To avoid this problem use MultiProcess mode for the warehouse connection.

Symptom: When you cancel a report, the report seems to be cancelled in the job monitor, but it does not disappear as it should (any cancelled job should be closed).
Resolution: Canceling a job takes time (sometimes up to 5 minutes). It could depend on your warehouse database load as well (since SQL Cancel has to be performed). If you suspect that Cancel Job is not working, wait at least 5 minutes. For troubleshooting purpose, ODBC traces and an Intelligence Server trace should be provided if you decide to report a defect for this.

Symptom: Your database server (metadata and warehouse) is shut down because of an unexpected event (power outage or maintenance purpose). MicroStrategy Intelligence Server is no longer functioning.
Resolution: Restart your database. Your MicroStrategy Intelligence Server should be functional in a few seconds without rebooting the machine.

Symptom: Caches do not load.
Resolution: Caches only load if they were created with the same version of MicroStrategy Intelligence Server. Double-check the caching folder in the project settings to make sure they point to a valid path. If a UNC path is used, the account used for the MicroStrategy Intelligence Server service needs to be able to access this network path.