Troubleshooting Guide

This troubleshooting guide provides users with general tips to help resolve common issues reported by users of the Cognos Business Intelligence Tool.

Most connectivity issues can be resolved by reviewing the General Connectivity Tips below. For all other concerns, please refer to the Specific to Cognos Connection Interface.

General Connectivity Tips

• Use Internet Explorer as your browser. Other browsers, such as Firefox, are not fully supported on the Cognos BI Tool.
• Verify that you have entered your NetID and password correctly.
• Check to make sure you've entered the URL correctly. The correct production URL is http://reporting.northwestern.edu. Contact your team administrator for access to the development environment.
• Are you connected to the Northwestern Network? The reporting portals are not available outside of the Network.
• Do you have appropriate roles to access the tools? Contact your team administrator if you are not sure.

What is the current Cognos version in Production?

8.2.45.7 (commonly referred to as 8.2 sp2)

What operating systems are supported?

Windows 2000 / Windows 2003 / Windows XP / OSX / Linux

What browsers are supported?

Supported web browsers to view reports (not including studio access): Internet Explorer 7.0 / Internet Explorer 6 SP1 / Internet Explorer 6 SP2 / Netscape 7.2 / Firefox 1.0.4 - 1.5.0.2
Note: Internet Explorer 8 is not currently supported

Supported web browsers for report studio/ analysis studio: Internet Explorer 7.0 / Internet Explorer 6 SP1 / Internet Explorer 6 SP2 (windows only)

Framework Manager is only supported on Windows 2000 / Windows 2003 / Windows XP
Note: Microsoft Office integration is only supported on Windows platforms (i.e. export to Excel)

What are the limitations on OSX?

Safari not a supported browser and does not always render reports as intented. Safari does not function properly with any of the studios. Mozilla Firefox 1.5 is the recommended browser for OSX. Report Studio, Analysis Studio, and Framework Manager can only be used in a Windows environment. Parelles, VMware, or Boot Camp can be used to access a Windows environment on a Mac. Performance issues have been reported when emulating a Windows enviroment; we are currently investigating ways to improve performance.

Specific Cognos Connection Interface

• I am not able to access the Cognos Web site.
• I am not able to log in.
• I am not able to locate the required Studio tool.
• I am not able to find the Package/Folder/Reports.
• I am not able to access the Package in Report/Query/Analysis Studio.
• Database User/Password Required.
• Why does the Studio report hang while reloading?
• Exporting reports as Excel results in an Internet Explorer warning.
• I am not able to open an Excel Report.
• Who do I contact for additional support or in the event of an emergency?

I am not able to access the Cognos Web site.

To access the Cognos Web site, enter: http://reporting.northwestern.edu. Confirm that you are connected to the Northwestern network. Reporting portals are not available outside the network.

I am not able to log in.

If the login page comes right back with no error message:

• Verify your NetID and password are correct and reenter them
• If your NetID/password is correct and you are still getting this error, then you may not belong to a Cognos group.
• If your NetID/password is correct and you are a member of a Cognos group, then contact the BI Team. If you receive the error message, “Identity returned by the provider is invalid”, there is an issue with your NetID . Contact the LDAP security team to reinstate your NetID.

I am not able to locate the required studio tool.

Confirm that you are using Internet Explorer (IE) as your browser. IE is required for Report Studio, Analysis Studio, and Metric Studio. Firefox, Opera, and Safari are only supported for running reports, viewing reports and using Query Studio. You must be a member of a group with the capability to access the appropriate studio. Contact your team administrator in charge of roles to determine your group status.

I am not able to find the Package/Folder/Reports.

This problem is usually related to your security. Contact your team administrator in charge of roles and make sure you belong to determine your group status.

I am not able to access the Package in Report/Query/Analysis Studio.

This problem is usually related to your security. Contact your team administrator in charge of roles and make sure you belong to the correct group with access to the required object.

Database User/Password Required.

The database connection requires read rights to access the database. Contact your team administrator in charge of roles and make sure you belong to a group with read access to the database.

Why does the Studio report hang while reloading?

Clear your Internet Explorer File Cache as well as:

1. Select the Tools drop-down menu
2. Select the Internet Options menu item
3. Ensure the General tab is selected
4. Click the "Deleted Files" button under the "Temporary Internet Files" group
5. Click OK on the "Delete Files" Dialog Box

Set the Browser to check for newer versions of the page. Every visit you will need to do the following:

1. Select the Tools drop-down menu
2. Select the Internet Options Menu item
3. Ensure the General tab is selected
4. Click the "Setting" button under the "Temporary Internet Files" group
5. Set the option of "Check for newer versions of stored pages" to be "Every visit to the page"
6. Click OK

Exporting reports as Excel results in an Internet Explorer Warning.

Do the following to disable pop-up blockers in Internet Explorer, from the Tools menu:

1. Click "Pop-up blockers
2. Turn off Pop-up blockers"

Or you can modify the pop-up blocker settings in Internet Explorer to allow pop-ups from specific sites. In Internet Explorer, from the Tools menu:

1. Click "Pop-up blockers
2. Select Pop-up blocker settings"
3. Create a list of web sites that are permitted pop-ups

I am not able to open an Excel Report.

1. Open Internet Explorer. from the Tools menu click Internet Options
   
2. Click the Security tab and the Custom Level button.
   
3. Scroll to the Downloads category and enable Automatic prompting for file downloads.

Who do I contact for additional support or in the event of an emergency?

If this is a technical requirement that is outside standard business hours, please call the BI Helpdesk phone at 847-254-9340. All calls will be documented.

If you experience an emergency - actual work stoppage - and there has been no response from the BI Helpdesk phone after 20 minutes, please call 847-254-9335. All calls escalated will be investigated both on the BI Team side for lack of response and consumer side for emergency requirement.