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Troubleshooting

This appendix provides information on troubleshooting problems that occur in Analytics runtime. It includes the following topics:

Note: For details on troubleshooting the installation and configuration of Analytics, see Installation and Upgrade Guide for BEA AquaLogic Interaction Analytics.

 

Overview of Logs

The following table provides the descriptions and locations of logs that you can use to troubleshoot Analytics during runtime. Individual log files are generated for each day's activity.

Table A-1 Logs Used to Troubleshoot Analytics in Runtime
Log
Description
Location and Platform
analyticsui.log
Provides activity and error details for the Analytics Console user interface/BEA AquaLogic Interaction Analytics service.
  • C:\bea\alui\ptanalytics\2.0\logs
    (Windows)
  • /opt/bea/alui/ptanalytics/2.0/logs
    (UNIX/Linux)
wrapper_analyticsui.log
Provides additional activity and error details for the BEA AquaLogic Interaction Analytics service, including details for these user interfaces:
  • Analytics Console
  • Analytics Administration
  • Analytics Configurator
  • C:\bea\alui\ptanalytics\2.0\logs
    (Windows)
  • /opt/bea/alui/ptanalytics/2.0/logs
    (UNIX/Linux)
asmanagerui.log
Provides activity and error details for the Analytics Administration user interface/BEA AquaLogic Interaction Analytics service.
  • C:\bea\alui\ptanalytics\2.0\logs
    (Windows)
  • /opt/bea/alui/ptanalytics/2.0/logs
    (UNIX/Linux)
collector.log
Provides activity and error details for:
  • BEA AquaLogic Interaction Analytics Collector service.
  • Routine partitioning activity that occurs during Analytics runtime.
The partition.log file provides activity and error details for initial partitioning of the Analytics database during upgrade.
  • C:\bea\alui\ptanalytics\2.0\logs
    (Windows)
  • /opt/bea/alui/ptanalytics/2.0/logs
    (UNIX/Linux)
wrapper_collector.log
Provides additional activity and error details for the BEA AquaLogic Interaction Analytics service, including details for these user interfaces:
  • Analytics Console
  • Analytics Administration
  • Analytics Configurator
  • C:\bea\alui\ptanalytics\2.0\logs
    (Windows)
  • /opt/bea/alui/ptanalytics/2.0/logs
    (UNIX/Linux)
sync.log
Provides activity and error details for Analytics sync jobs.
The sync.log file is located on the Automation Service host machine in the following directories:
  • C:\bea\alui\ptanalytics\2.0\logs
    (Windows)
  • /opt/bea/alui/ptanalytics/2.0/logs
    (UNIX/Linux)

 

Troubleshooting Common Runtime Problems

Table A-2 Common Runtime Problems and Solutions
Problem Description and Details
Cause and Solution
  • Problem: No data is being generated in the report.
  • Details: Analytics reports are not being populated with data.
  • Cause 1: The Interaction component has the incorrect server name for the host of Analytics Services.
  • Solution 1: Re-run the installer on the portal server(s), providing the correct information for the host of Analytics Services. Make sure that you type the fully qualified domain name of the host computer on which you installed Analytics Services (not the host computer(s) on which you installed AquaLogic Interaction). For more information, see Installation and Upgrade Guide for BEA AquaLogic Interaction Analytics.
 
  • Cause 2: The BEA AquaLogic Interaction Analytics Collector service is not running.
  • Solution 2: Verify that the BEA AquaLogic Interaction Analytics Collector service is started. For details, see Installation and Upgrade Guide for BEA AquaLogic Interaction Analytics.
  • Cause 3: You did not redeploy the portal.war or portal.ear file to your portal application server after installing the Interaction component.
  • Solution 3: Perform one of the following:
    • If you are running on Java, restart the application server. Then redeploy your portal.war or portal.ear file to your portal application server.
    • If you are running on IIS, restart the application server. For instructions, see your application server's documentation.
  • Cause 4: You did not refresh the database views after archiving or restoring partitions.
  • Solution 4: After archiving or restoring partitions, you must refresh the database views by clicking Finish on the Partition Settings page in Analytics Administration.
  • Problem: Unacceptable portlet performance.
  • Details: Users are experiencing unacceptable performance or timeouts when using the Analytics portlets.
  • Cause 1: Too many Analytics portlets have been added to a single My Page.
  • Solution 1: Encourage users to include fewer Analytics portlets on a single My Page.
  • Cause 2: Reports with very large amounts of data are timing out.
  • Solution 2: You may be able to solve this problem by changing the Gateway Timeout setting in the report's web service to a higher value.
  • Problem: When using filtering options, reports do not query on all data.
  • Details: Reports only query on data that is associated to properties included in the filter.
  • Example: A company employs 10,000 employees. Only the 200 newest employees are assigned to Departments in their user profiles. The administrator runs a report and queries on a date range, and filters on the Department property, containing the "Human Resources" property value. The report only filters through the 200 newest employees, since only those employees are assigned to a Department. The report does not filter through the other 800 employees, since those employees are not assigned to a Department.
  • Solution: This behavior works as designed. If you want your filtered reports to query on all data, make sure that all data is associated to properties that are included in the filters. Using the example, if you want the report to filter through all 10,000 employees, then you must make sure that all 10,000 employees are assigned to a Department.
  • Problem: The text in Japanese reports does not appear correctly.
  • Details: The Y axis does not display Japanese characters.
  • Cause: The analytics.war file is not configured to display Japanese characters in the Y axis of Analytics reports.
  • Solution: Configure the AnalyticsUIParams.properties file to include font settings that are appropriate to your locale and platform:
  1. Unpack the analytics.war file.
  2. Open the AnalyticsUIParams.properties file for editing. You can find this file in the analyticsui.jar file.
  3. Add these locale entries:
    4. <LocaleCode>_font_<OSName>=<LocalFont>
    <LocaleCode>_fontSize=14
    <LocaleCode>_fontSmallSize=10
  4. Save and repackage .war file.
The locale entries should include these values:
  • <LocaleCode> should include the appropriate two letter language code
  • <OSName> should include your operating system: Windows, Solaris, or Linux
  • <LocalFont> should include the name of the font that is appropriate to your locale and platform
Windows example: 
ja_font_Windows=MS PGothic
ja_fontSize=14
ja_fontSmallSize=10
  • Problem: Usage data for cached portlets does not appear in the Portlet Metrics - Usage report.
  • Details: Portlet usage events for gatewayed portlets are not recording cached portlet uses on the browser.
  • Cause: The http headers have not been set to return "no-cache".
  • Solution: Set the http headers to return "no-cache". Visit this URL for the http header specification protocol: http://www.w3.org/Protocols/rfc2616/rfc2616-sec14.html

The following table describes common runtime problems and provides solutions to them.


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