BDSSA: Error when logging into BDSSA Portal: The IBM Cognos gateway is unable to connect to the IBM Cognos BI server. The server may be unavailable or the gateway may not be correctly configured.

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    This document contains official content from the BMC Software Knowledge Base. It is automatically updated when the knowledge article is modified.


    PRODUCT:

    BladeLogic Decision Support for Server Automation (5 Report Viewers, 1 Query Studio)


    APPLIES TO:

    BMC BladeLogic Decision Support for Server Automation (5 Report Viewers, 1 Query Studio)



    PROBLEM:

     

    The following error is received when logging into the BDSSA Reports Portal:

      

    IBM Cognos 8 Business Intelligence. The IBM Cognos gateway is unable to connect to the IBM Cognos BI server. The server may be unavailable or the gateway may not be correctly configured. Try again or contact your administrator.

     


    CAUSE:

    This error message implies that the web server is up but the Cognos Service is not running.


    SOLUTION:

     

    Legacy ID:KA327578

      

    This error message implies that the web server is up but the Cognos Service is not running.

      

    There are many reasons why the Cognos Service may have failed to start.

      

    To troubleshoot, examine then <REPORTS>/logs/cogserver.log file

      

    This file can be difficult to read so sometimes it is easier to:

      

    1) Stop the BDSSA Reports services
    2) Rename the existing <REPORTS>/portal/cogserver.log file to <REPORTS>/logs/cogserver.bak file
    3) Restart the BDSSA Reports services
    4) Attempt to login. Assuming the same error occurs, examine the new <REPORTS>/logs/cogserver.log file

      

    The error message might be obvious or, if not, please create a ticket for BMC Support and attach the cogserver.log file along with the Version file from the Reports directory. Also include the contents of the <REPORTS>/portal/logs directory.

      

    If the cogserver.log file is not recreated after completing the above steps or is not getting updated when the BDSSA Services are started, check the following file:

      

    <REPORTS>/portal/logs/cogconfig_response.csv

      

    On rare occasions, this might have the following error message:

      

    INFO, "[main]", "Silent Execution Mode (start)"
    EXEC, "[main]", "Loading configuration file"
    ERROR, "[main]", "The configuration data is locked by another instance of IBM Cognos Configuration."

      

    If so, complete the following steps:

      

    1) Stop the BDSSA Reports services
    2) Delete the <REPORTS>/portal/configuration/cogstartup.lock file
    3) Restart the BDSSA Reports services
    4) Attempt to login.

      

    If this "The configuration data is locked by another instance of IBM Cognos Configuration." error is appearing on Windows but no lock file exists, the problem may be with Windows User Access Control (UAC). Please see the following IBM KB article:

      

    http://www-01.ibm.com/support/docview.wss?uid=swg2137552

     


    Article Number:

    000089447


    Article Type:

    Solutions to a Product Problem



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