MustGather: Read first for Cognos Express

Technote (troubleshooting)


Collect troubleshooting data for problems with IBM Cognos Express.

Resolving the problem

Collect troubleshooting data for problems with IBM Cognos Express. Gathering this information before calling IBM support will help familiarise you with the troubleshooting process and save you time.

Collection of troubleshooting data

Learn more about MustGather

The term "MustGather" represents the diagnostic data (system information, symptoms, log files, traces, and so on) that is required to resolve a problem. By collecting MustGather data before you open a PMR, you help IBM Support quickly determine the following:

1. Whether symptoms match known problems (rediscovery).
2. If you have a non-defect problem that can be identified and resolved.
3. If there is a defect that identifies a workaround to reduce severity.
4. If locating the root cause can speed development of a code fix.

Collect troubleshooting information

Automated Data Collection

Collect information automatically by downloading and running diagnostics from IBM Diagnostic Tools.

Recommended General Diagnostics for Cognos Express

1. System Overview Diagnostic

Collects general Microsoft Windows information:

computer name
operating system version
user and system environment
Microsoft Internet Explorer properties and security settings
Microsoft Internet Explorer trusted sites
Microsoft Data Access (MDAC) version
network status/statistics
Microsoft .NET framework
add/remove programs listing
Microsoft Windows hot fixes
ODBC versions

Manual Data Collection

Collect the following general MustGather information which is not automated.

1. Problem Description

a) Provide a detailed description of your problem. Include sample input values as needed, along with your own analysis of the problem.

b) Provide detailed instructions for how to recreate your issue.

c) Provide the names of any modules, components, or bindings which you believe may be involved in the issue.

d) How often does the problem occur? Include details about any recent problem occurrences including timestamps.

e) Is there any workarounds you use for the issue?

f) Supply the impact this issue is having on your company, including:
- any upcoming deadlines and dates
- if the problem is seen in production, development, or testing
- any realised or potential effect on customers

g) If the problem is reproducible, then you should clean up the old logs and generate new ones.

What to do next

1. Review diagnostic output reports to try to determine the source of the problem.

2. Review the logs and traces at the time of the problem to try to determine the source of the problem.

3. Use IBM Support Assistant to search for known problems in the information centre, forums, and technotes.

4. If you cannot find related problems or cannot solve the problem, send the information you have collected to IBM by following the instructions in Exchanging Information with IBM Technical Support.

For a listing of all technotes, downloads, and educational materials specific to Cognos Express, search the Cognos Express support page.

Collect MustGather data for related products

Product Alias/Synonym

Cognos Express

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