KB435922: How to troubleshoot issues with Microstrategy Enterprise Manager Data Loader Service

 
1. Enterprise Manager Service cannot be started
 

• There should be only 1 EM service regardless of how many nodes are in the cluster. Make sure we have only 1 EM service running
• Check that the DSN configured on EM service is valid and that the credentials used on service manager are correct
• Check the version of Enterprise Manager

EM versions 10.0 – 10.1 would not start if there are failed data loads in the EM_IS_LAST_UPDATE table. See KB268204

• Try to start the EM Service from Command line to get the detailed error message (on Windows):

On Linux:
/<MSTR_INSTALL_DIR>/install/bin/MSTRExec -w /<MSTR_HOME_DIR>/EnterpriseManager -t status-emservice.xml /<MSTR_INSTALL_DIR>/install/lib/libMSTREMService.so –noconsole
Example start-up error:

If all these things do not help we need to activate additional login called verbose logging (The logs files get generated in the command window). Please have a look at this KB to see how to enable it (we should use the process MSTREMService.exe in this situation).
https://community.strategy.com/article/KB19416-How-to-turn-on-verbose-logging-for-the-MicroStrategy
 
"C:\Program Files (x86)\Strategy\Enterprise Manager\MSTREMService.exe" -vvv "C:\Program Files (x86)\Strategy\Enterprise Manager\MSTREMService.dll"
Linux
/<MSTR_HOME_DIR/bin/mstrexec-emservice -vvv

2. Enterprise Manager Service crashes during a data load
 

• Disable MultiProcess mode for the EM service (Implement the steps from KB289904 on the EM machine)
• Clean the failed DL from EM_IS_LAST_UPDATE and Truncate the EM_RECOVERY table and try restarting service
• Try starting the service again and if it cannot start or crashes during start up, we need to collect the verbose logging

  KB435922