KB438915: What Logs Should I Provide While Logging A Technical Support Ticket? (Part 1)

Manager, Cloud Support • MicroStrategy

Like a well-run hospital, or doctor's office there is always initial information that should be collected for different types of problems. The following page is our compilation of the different types of cases that come into technical support and what we initially collect when the customer contacts us. The aim of this is to catalog and expedite the troubleshooting process by ensuring that complete data makes it into our support organization before troubleshooting begins.

Like a well-run hospital, or doctor's office there is always initial information that should be collected for different types of problems. The following page is our compilation of the different types of cases that come into technical support and what we initially collect when the customer contacts us. The aim of this is to catalog and expedite the troubleshooting process by ensuring that complete data makes it into our support organization before troubleshooting begins.

*For Web related problems please refer to Part 2 of this article, which can be found here:

https://community.microstrategy.com/s/article/KB438916-What-Logs-Should-I-Provide-While-Logging-A-Technical-Support-Ticket-Part-2-Web-Related-OnlyContent

Product / Feature	Problem Scenario	First Communication Template
Configuration Wizard	General Problems	To better understand the problem, please provide us the following information: What version of MicroStrategy are you using? What Operating system are you using? What task is being done in Configuration Wizard? Is this a fresh install? We will need the following logs from the Configuration Wizard machine to start the troubleshooting process: MACfgwiz.xml DSSerrors.log
Configuration Wizard	Metadata Creation Problems	To better understand the problem, please provide us the following information: What version of MicroStrategy are you using? What Operating system are you using? What database platform is being used? What step of the creation process is failing? What error is seen in the GUI? We will need the following logs from the Configuration Wizard machine to start the troubleshooting process: MACfgwiz.xml DSSerrors.log
Command Manager	General Problems	To better understand which component is causing the error as Command Manager causes the Intelligence Server or other programs to do tasks, please provide us the following information: What version of MicroStrategy are you using? What script is being run and is it a Metadata, Enterprise Manager or Narrowcast script? Does the task from the script work if done outside of Command Manager? What is the error seen and is it for execution or for syntax? Is the error seen in both command line and GUI versions of Command Manager? We will need the following logs to start the troubleshooting process: cmdmgr.log from the Command Manager machine DSSerrors.log from both the Command Manager machine and the Intelligence Server machine
	Execution,Sample procedures, OOTB outlines	To better understand which component is causing the error as Command Manager causes the Intelligence server or other programs to do tasks, please provide us the following information: What version of MicroStrategy are you using? What script is being run and is it a Metadata, Enterprise Manager or Narrowcast script? Does the task from the script work if done outside of Command Manager? What is the error seen and is it for execution or for syntax? Is the error seen in both command line and GUI versions of Command Manager? What are the operating systems of the involved machines (both Command Manager and Intelligence Server machine)? We will need the following logs to start the troubleshooting process: cmdmgr.log from the Command Manager machine DSSerrors.log from both the Command Manager machine and the Intelligence Server machine
	Custom procedures	To better understand where the error is occurring as procedures involve both Java and Command Manager outlines, please provide us the following information: What version of MicroStrategy are you using? What scripts are part of the procedure? Do the scripts from the procedure work when executed directly in Command Manager? Does the task from the script work if done outside of Command Manager? What is the error seen and is it for execution or for syntax? Is the error seen in both command line and GUI versions of Command Manager? What are the operating systems of the involved machines (both Command Manager and Intelligence Server machine)? We will need the following logs to start the troubleshooting process: cmdmgr.log from the Command Manager machine DSSerrors.log from both the Command Manager machine and the Intelligence Server machine
Developer GUI	Crashes	To better understand the details of the Developer crash and how to best troubleshoot it, please provide us the following information: What version of MicroStrategy are you using? What is the Operating System of the Developer machine? Was there a recent upgrade? Is the issue machine or user specific? What tasks/actions are done in Developer before the crash and are they consistent? Does this affect both 2-tier and 3-tier? Does MicroStrategy Developer program entirely crash or hang? We will need the following logs to start the troubleshooting process: DSSerrors.log from the crashing MicroStrategy Developer machine
	GUI Errors, ActiveX errors	To better understand the details of the error in Developer and how to best troubleshoot it, please provide us the following information: What version of MicroStrategy are you using? What is the Operating System of the Developer machine? Was there a recent upgrade? Is the issue machine or user specific? What tasks/actions are done in Developer before the error and are they consistent? Does this affect both 2-tier and 3-tier? If you run as Administrator does it remove the error? We will need the following logs to start the troubleshooting process: DSSerrors.log from the affected machine
	Editor Performance	To better understand the details of where in Developer the performance suffers and how to best troubleshoot it, please provide us the following information: What version of MicroStrategy are you using? What is the Operating System of the Developer machine? Was there a recent upgrade? Is the issue machine or User specific? What tasks/actions are done in Developer that are slow and are they consistent? Does this affect both 2-tier and 3-tier? If you do the same task in the MicroStrategy Tutorial project is it slow? If the issue is a report/document is it also slow in Web? We will need the following logs to start the troubleshooting process: DSSerrors.log from the affected machine Performance counters from the affected machine
	Error opening/editing/copying reports or other objects	To better understand the details of the error in Developer and how to best troubleshoot it, please provide us the following information: What version of MicroStrategy are you using? Is the issue machine or user specific? What Objects are being accessed in Developer before the error and is it consistent which ones throw the error? Does this affect 2-tier, 3-tier and Web? What is the error seen in the User Interface including a screenshot of it? We will need the following logs to start the troubleshooting process: DSSerrors.log from the Developer and Intelligence Server machines
	Graphical Architect Performance	To better understand the details of where in Architect the performance suffers and how to best troubleshoot it, please provide us the following information: What version of MicroStrategy are you using? What is the Operating System of the Developer machine? Was there a recent upgrade? Is the issue machine or User specific? What tasks/actions are done in Architect that are slow and are they consistent? If you do the same task using attribute/table editors instead is that slow? Does this affect both 2-tier and 3-tier? If you do the same task in the MicroStrategy Tutorial project is it slow? What is the expected performance for the tasks in question? We will need the following logs to start the troubleshooting process: DSSerrors.log from the affected machine Performance counters from the affected machine
	Schema Update Errors	To better understand the details of the schema issue and how to best troubleshoot it, please provide us the following information: What version of MicroStrategy are you using? Does this affect both 2-tier and 3-tier? What Schema Update options are being when the error happens? What is the error with a screenshot? Can ScanMD be run to see what it finds and if it fixes it? We will need the following logs to start the troubleshooting process: DSSerrors.log from the Developer and Intelligence Server machines
	Schema Update Performance	To better understand the details of where in schema update the performance suffers and how to best troubleshoot it, please provide us the following information: What version of MicroStrategy are you using? What is the Operating System of the Developer machine and Intelligence Server machine? What are the machine specifications of the client and Server machine in terms of CPU/RAM? Does this affect both 2-tier and 3-tier? If you do the same task in the MicroStrategy Tutorial project is it slow? What is the expected performance for the tasks in question? What is a rough count of the number of schema objects in the project? Is update schema slow through Command Manager? We will need the following logs to start the troubleshooting process: DSSerrors.log from the Developer and Intelligence Server machines Performance counters from the affected machine
	Warehouse Catalog Connection/Update	To better understand the details of the Warehouse Catalog issue and how to best troubleshoot it, please provide us the following information: What version of MicroStrategy are you using? Does this affect both 2-tier and 3-tier? What database platform/database connection type is being used? What is the error with a screenshot? Does the read SQL if present work in DB Query Tool and if non default does the default read SQL work? If updating a table what changed about the table? If you manually set the prefix does that permit the table to update? Are all database instances/tables affected? We will need the following logs to start the troubleshooting process: DSSerrors.log from the Developer and Intelligence Server machines
Health Center	Configuration	To better understand the details of the Health Center issue and how to best troubleshoot it, please provide us the following information: What version of MicroStrategy are you using? What feature in Health Center is desired? Does the issue lie with the master Health Agent or a regular Health Agent? What is the error with a screenshot? Does the issue lie with specific actions in Health Center? We will need the following logs to start the troubleshooting process: DSSerrors.log from the affected machine The entire Health Center log folder from both the Master Health Agent and Health Agent machines if applicable The MACfgwiz.xml file
Health Center	Questions about different tests	To better understand the details of the Health Center test issue and how to best troubleshoot it, please provide us the following information: What version of MicroStrategy are you using? What test is being used in Health Center. Does the issue lie with the Master Health Agent or a Health Agent? What is the error with a screenshot? Is the product for that test on the machine in question? If the product for the test is used directly does it work? We will need the following logs to start the troubleshooting process: DSSerrors.log from the affected machine The entire Health Center log folder from both the Master Health Agent and Health Agent machines if applicable The MACfgwiz.xml file
Integrity Manager	General Problems	To better understand the details of the Integrity Manager issue and how to best troubleshoot it, please provide us the following information: What version(s) of MicroStrategy are being used? What type of test is being configured/run in Integrity Manager? Screenshots of any errors encountered Do the reports/documents being executed work properly in Developer/Web? We will need the following logs to start the troubleshooting process: DSSerrors.log from the Integrity Manager and Intelligence Server machines.
Integrity Manager	Result Comparison	To better understand the details of the Integrity Manager comparison issue and how to best troubleshoot it, please provide us the following information: What version(s) of MicroStrategy are being used? What type of comparison is being done and what is mismatched? Does the data/view in the comparison match what is in Developer/Web? We will need the following logs to start the troubleshooting process: DSSerrors.log from the affected machine Tips and Tricks: SQL differences are common and there are settings to ignore parts of SQL that are expected to change.
Metadata Inconsistencies	General Problems	To better understand the details of the inconsistency and how to best troubleshoot it, please provide us the following information: What version of MicroStrategy are you using? Does this affect both 2-tier and 3-tier? What actions were being performed when the inconsistency error is encountered? Can the objects causing the error be migrated from another working environment? Run ScanMD. Did ScanMD detect and/or fix any inconsistencies? Are there change journal entries from recent changes to the inconsistent object? We will need the following logs to start the troubleshooting process: DSSerrors.log from the Developer and Intelligence Server machines
Metadata Upgrade	General Problems	To better understand the problem, please provide us the following information: What MicroStrategy version are you coming from and upgrading to? What step did the upgrade process fail on? Provide screenshots of the details. Do you have a Metadata backup? We will need the following logs to start the debug process: Please provide the MDUPD log, MACfgWiz.xml log, and DSSErrors.log from the Intelligence Server machine
	Performance	To better understand the details of where in the Metadata upgrade the performance suffers and how to best troubleshoot it, please provide us the following information: What MicroStrategy version are you coming from and upgrading to? What is the Operating System of the Intelligence Server machine? What is the expected performance for the tasks in question? What are the machine specifications of the Intelligence Server (RAM/CPU)? What database server is being used for the Metadata? We will need the following logs to start the troubleshooting process: DSSerrors.log from the affected machine Performance counters from the affected machine
	Errors during upgrade, or noticed after the upgrade	To better understand the details of the Metadata upgrade error and how to best troubleshoot it, please provide us the following information: What version of MicroStrategy are you using? What is the Operating System of the Intelligence Server? Screenshots of any errors encountered What options were selected for the Metadata upgrade and are all of them necessary? If it fails during Metadata upgrade what step is it on? What Metadata database type is being used? We will need the following logs to start the troubleshooting process: DSSerrors.log from the affected machine (the machine performing the upgrade)
MDMover	Errors	To better understand the details of the MDMover error and how to best troubleshoot it, please provide us the following information: What version of MicroStrategy are you using? What is the destination Metadata database environment? What is the goal of using MDMover? Can project duplication be done instead? We will need the following logs to start the troubleshooting process: DSSerrors.log from the affected machine
MDMover	Performance	To better understand the details of where the MDMover performance suffers and how to best troubleshoot it, please provide us the following information: What version of MicroStrategy are you using? What is the destination Metadata database environment? Is the performance bad for all projects? Can project duplication be done instead? We will need the following logs to start the troubleshooting process: DSSerrors.log from the affected machine Performance counters from the affected machine
MDI (RTW, Repository Translation Wizard)	General Problems	To better understand the details of the Metadata internationalization/repository translation wizard error and how to best troubleshoot it, please provide us the following information: What version of MicroStrategy are you using? What languages/characters/types of internationalization are being used? If the translations are created manually in Developer do they work? Can project duplication be done instead? Was there a recent upgrade that changed behavior? We will need the following logs to start the troubleshooting process: DSSerrors.log from the machine in question RTW.log from the machine using the translation wizard if applicable.
MDX	General Problems	To better understand the details of the MDX error/issue and how to best troubleshoot it, please provide us the following information: What version of MicroStrategy are you using? What MDX platform and connection method/provider are you using? Is the issue when establishing connectivity, importing a cube, updating a cube or running reports? Screenshots of any errors encountered We will need the following logs to start the troubleshooting process: DSSerrors.log from the Developer and Intelligence Server machines.
	Connection Issues	To better understand the details of the MDX error/issue and how to best troubleshoot it, please provide us the following information: What version of MicroStrategy are you using? What MDX platform and connection method/provider are you using? Screenshots of any errors encountered What is seen when using connectivity testing tools (xmla test tool all three levels or helloSAP)? Can you test using the alternate provider for non SAP or different JCO version for SAP to see if that works? We will need the following logs to start the troubleshooting process: DSSerrors.log from the the Developer and Intelligence Server machines. XMLA verbose info log for non SAP connections
	Reporting	To better understand the details of the MDX error/issue and how to best troubleshoot it, please provide us the following information: What version of MicroStrategy are you using? What MDX platform and connection method/provider are you using? Screenshots of any errors encountered Is the issue cube or object specific? Is the same error seen in the database provided MDX test tools (SAP front end, SQL Server management studio, etc)? We will need the following logs to start the troubleshooting process: DSSerrors.log from the Developer and Intelligence Server machines. XMLA verbose info log for non SAP connections
Object Migrations (Object Manager, Project Merge, Packages)	General Problems	To better understand the details of the Object Migration issue and how to best troubleshoot it, please provide us the following information: What version of MicroStrategy are you using? Screenshots of any errors encountered Does the environment/report in question work normally in the environment? What part of Object Manager is being used (direct migration, packages, project comparison)? What options are configured for the Object Manager task such as conflict resolution settings? Are all objects affected? Is this user or machine specific? Do alternate methods of Object Manager work? We will need the following logs to start the troubleshooting process: DSSerrors.log from the machine doing the migration and Intelligence Server machine.
	Object Manager Drag and Drop	To better understand the details of the Object Migration issue and how to best troubleshoot it, please provide us the following information: What version of MicroStrategy are you using? Screenshots of any errors encountered Does the object/report in question work normally in the environment? What options are configured for the Object Manager task such as conflict resolution settings? Are all objects affected? Is this user or machine specific? Do packages work? We will need the following logs to start the troubleshooting process: DSSerrors.log from the machine doing the migration and Intelligence Server machine.
	Packages Import/Export	To better understand the details of the Object Migration issue and how to best troubleshoot it, please provide us the following information: What version of MicroStrategy are you using? Screenshots of any errors encountered Does the object/report in question work normally in the environment? What options are configured for the Object Manager task such as conflict resolution settings? Are all objects affected? Is this user or machine specific? Does drag and drop functionality work? We will need the following logs to start the troubleshooting process: DSSerrors.log from the machine doing the migration and Intelligence Server machine.
	Project Merge	To better understand the details of the Object Migration issue and how to best troubleshoot it, please provide us the following information: What version of MicroStrategy are you using? Screenshots of any errors encountered Does the object/report in question work normally in the environment? What options are configured for the Object Manager task such as conflict resolution settings? Are all objects affected? Is this user or machine specific? Can the objects included by migrated normally such as through a package? We will need the following logs to start the troubleshooting process: DSSerrors.log from the machine doing the migration and Intelligence Server machine.
Performance of any client application	General Problems	To better understand the details of where in the client products the performance suffers and how to best troubleshoot it, please provide us the following information: What version of MicroStrategy are you using? What is the Operating System of the client machine? Was there a recent upgrade? Is the issue machine or User specific? What client tools are being used that are slow and are all tools affected? Does this affect both 2-tier and 3-tier? If you do the same task in the MicroStrategy Tutorial project is it slow? If the issue is a report/document is it also slow in Web? We will need the following logs to start the troubleshooting process: DSSerrors.log from the affected machine Performance counters from the affected machine
Project Duplication	Errors in duplication process	To better understand the details of the Project Duplication issue and how to best troubleshoot it, please provide us the following information: What version of MicroStrategy are you using? Screenshots of any errors encountered Is this user or machine specific? What options are chosen inside of Project Duplication? Is the problem specific to the source or destination Metadata or projects? Is the duplication being done in 2-tier/3-tier? Has the Intelligence Server been restarted since the duplication? We will need the following logs to start the troubleshooting process: DSSerrors.log from the machine doing the duplication and Intelligence Server machine. All project duplication logs
Project Duplication	Performance	To better understand the details of where in project duplication the performance suffers and how to best troubleshoot it, please provide us the following information: What version of MicroStrategy are you using? What is the Operating System of the client machine? Is the issue machine or user specific? Does this affect both 2-tier and 3-tier? What options are chosen inside of Project Duplication? Is the problem specific to the source or destination Metadata or projects? What are the machine specifications (RAM/CPU)? We will need the following logs to start the troubleshooting process: DSSerrors.log from the machine doing the duplication and Intelligence Server machine. Performance counters from the affected machine All project duplication logs
ScanMD	Custom Tests request	To better understand the problem, please provide us the following information: What error/issue in the platform did you get that led to you running ScanMD? What step/test in the ScanMD process failed? We will need the following logs to start the debug process: Please provide a screenshot of the error you are trying to resolve by using ScanMD Please provide a screenshot of the error you are receiving in running ScanMD Please provide the ScanMD log and DSSErrors.log Tips and tricks that might help: Do not run ScanMD if there is not an error in the product. Please refer to KB35809. Ensure you are only running ScanMD on one project at a time (the problematic project). Reduce the number of concurrent tests to one. If you are on MicroStrategy 10.3 or higher, ensure the ScanMD patch is installed from KB295369 .
	Errors running Tests
	Installation issues. Cannot run ScanMD
	Performance
System Manager	General Problems	To better understand the details of the System Manager issue, whether or not it is from System Manager itself or the programs it references, and how to best troubleshoot it, please provide us the following information: What version of MicroStrategy are you using? Screenshots of any errors encountered Is this user or machine specific? What task is being done inside System Manager? Is the problem specific to one bit of the workflow? Does the failing task work when done directly in the tool referenced? Is there a difference between command line and GUI behavior? We will need the following logs to start the troubleshooting process: DSSerrors.log from the affected machine System Manager log
xQuery Generation Tool	Launching, GUI Issues	To better understand the details of the XQuery Generation Tool issue and how to best troubleshoot it, please provide us the following information: What version of MicroStrategy are you using? Screenshots of any errors encountered Is this user or machine specific? What type of web service is being connected to? What if any authentication is being used by the Web service? Do other web services work? Is the query self written or tool generated? Does the query work inside a MicroStrategy Freeform SQL xQuery report? We will need the following logs to start the troubleshooting process: DSSerrors.log from the affected machine running the xQuery Generation Tool
Engine	All (SQL execution errors, invalid SQL generation, bad data on the report etc)	To better understand the details of the SQL engine issue and how to best troubleshoot it, please provide us the following information: What version of MicroStrategy are you using? Screenshots of any errors encountered Is this user or machine specific? What is the generated SQL? Does the generated SQL work in DB Query Tool correctly? Do all reports error out or just specific ones? Do simple reports with one attribute/metric work? Is the problem database specific? Is the behavior different between 2-tier, 3-tier and web? If the SQL is written incorrectly can the desired SQL be provided? We will need the following logs to start the troubleshooting process: DSSerrors.log from the affected and Intelligence Server machine.
Engine	Performance	To better understand the details of where in the Execution/SQL engine the performance suffers and how to best troubleshoot it, please provide us the following information: What version of MicroStrategy are you using? What is the Operating System of the client machine? Is the issue machine or user specific? Does this affect both 2-tier and 3-tier? Does the SQL run through DB Query Tool without the performance issue? Was there an upgrade and did performance change from a previous setup/version? Does the performance improve if filters are added? Does the performance improve if objects are removed? Is there known SQL which provides better performance and can it be provided? We will need the following logs to start the troubleshooting process: DSSerrors.log from the affected and Intelligence Server machine Performance counters from the affected machine Full copy of the executed SQL view if a report can finish
ODBC errors	All (Windows machine/Intelligence Server ODBC errors, refer to server team for Linux server ODBC errors)	To better understand the details of the ODBC error and how to best troubleshoot it, please provide us the following information: What version of MicroStrategy are you using? Screenshots of any errors encountered Is this user or machine specific? Does this affect all reports or only some? Does test connect work for the DSN in question through the Windows/Linux ODBC Administrators? Do other databases/DSNs work? If it is report specific does the report SQL work in DB Query Tool from the Intelligence Server? Does this affect both 2-tier and 3-tier? We will need the following logs to start the troubleshooting process: DSSerrors.log from the affected machine ODBC trace from an affected machine while other tasks are stopped

Product / Feature	Problem Scenario	First Communication Template
Installation	Installation of MicroStrategy Platform on Windows / Unix	To better understand the problem, please provide us the following information: What MicroStrategy version are you installing? What products are you installing? Is this a new installation or an upgrade? What is the Operating System of the machine you are installing MicroStrategy on? Are you running the installer as Administrator on Windows or the Root user on Linux/UNIX? Screenshots of any error messages you are encountering If installing MicroStrategy Office, is the version of Microsoft Office installed 32-bit or 64-bit? If installing MicroStrategy Office, are you installing through MicroStrategy Web or using the installer? We will need the following logs to start the troubleshooting process: install.log Verbose Installation log Windows: KB34749 Linux/UNIX: KB203698 Tips and tricks that might help: Run the installer as Administrator on Windows platforms or as the Root users on Linux/UNIX platforms Place the installation files directly on the machine you intend to install MicroStrategy on Ensure that you have a License Key for the version of MicroStrategy you are trying to install If installing MicroStrategy Office ensure that Microsoft Office is installed prior to running the MicroStrategy Installer
Installation	MicroStrategy Office Installation
Server Activation, Deactivation	Product Activation of the Intelligence and Web Servers.	To better understand the problem, please provide us the following information: What version of MicroStrategy are you activating? Are you activating directly through License Manager or online at http://licensing.microstrategy.com Did anything change on the machine? (Example: Did you update the local License Key) A copy of your License Key Screenshots of any error messages you are encountering We will need the following logs to start the troubleshooting process: DSSErrors.log/DSSErrors.log.bak mstr.hist Activate.xml Tips and tricks that might help: Activation codes cannot be reused. Use License Manager to request a new Activation code. Rename the existing Activate.xml to Activate.xml.old and try the Activation process again Only Intelligence Server, Web Server, Mobile Server, and Narrowcast Server products must be activated. Ensure that you are running License Manager from the actual server machine.
	Deactivation	We will need the following information to perform the manual deactivation process: Installation IDs of Servers to be deactivated - Installation IDs can be obtained on http://licensing.microstrategy.com on the "View Server Installations" page
	Deactivation	To better understand the problem, please provide us the following information: What version of MicroStrategy are you using? Was any maintenence performed on the server machine (Example: Machine restarted) Have there been any recent hardware/software changes? If yes, please explain. Screenshots of any warning messages being encountered. We will need the following logs to start the troubleshooting process: MAQueryEnvironment > Errors MAQueryEnvironment > Info MAQueryEnvironment > Scope Trace To enable additional diagnostics logging refer to the following Technical Note: KB42880 Tips and tricks that might help: Refer to the following Technical Note that explains the circumstances when Server Activation is required: KB14333 Refer to the following Technical Note that explains how to troubleshoot frequent deactivation: KB19037 Before activating, disable any virtual adapters and only leave one physical adapter enabled. When the Server is activated the MAC Address of the enabled adapter will be collected.
Licensing	Licenses affecting product behavior, License audits. **Does not include issuing of licenses.	To better understand the problem, please provide us the following information: What version of MicroStrategy are you using? What is the Operating System of the Intelligence Server machine? Were any changes recently made to the local License Key? Screenshots of any warning or error messages encountered. Please provide a copy of the License Key We will need the following logs to start the troubleshooting process: mstr.hist Tips and tricks that might help: Refer to the following Technical Note that explains a known issue with License Manager that prevents the local License Key from being updated: KB241130 Refer to the following Technical Note for steps on how to request a new License Key or ESRI Map Key: KB294348 Refer to the following Technical Note for steps on how to troubleshoot instances where license counts do not update correctly: KB224674
Licensing	CPU or Named Users Out of Compliance	To better understand the problem, please provide us the following information: What version of MicroStrategy are you using? What is the Operating System of the Intelligence Server machine We will need the following items to start the troubleshooting process: Run a manual compliance check on the Intelligence Server machine using License Manager > Audit tab Generate and provide an audit report using License Manager > Audit tab - Place a check in the "Show User Privileges in Report" and "Include LDAP users for Auditing" checkboxes. Screenshot of the Out of Compliance message DSSErrors.log/DSSErrors.log.bak from Intelligence Server mstr.hist file from Intelligence Server machine Copy of License Key Tips and tricks that might help: Out of compliance messages may not disappear immediately. By default the Intelligence Server does a daily compliance check at 23:59. This process can be resource intensive since the Intelligence Server is checking license usage of all users. If using CPU based Licenses, ensure that Processor Affinity is correct set. Refer to the following Technical Note for further details regarding CPU licensing: KB10122 The following Technical Note provides details regarding the various levels of Out of Compliance: KB9237 The following Technical Notes provides details on the Network Check that is performed for CPU licensing: KB43998
Intelligence Server - Performance	High Server Memory usage	To better understand the problem, please provide us the following information: What version of MicroStrategy are you using? What is the Operating System of the Intelligence Server machine What are the hardware specifications of the Intelligence Server machine (CPU Clock Speed, Number of CPUs, amount of RAM) Has anything changed in the environment just prior to the performance issue being encountered? Are there any trace loggings enabled on the Intelligence Server. This can be checked in Diagnostics Configuration Is the high memory usage report or document specific? Do you have Statistics/Enterprise Manager configured? We will need the following items to start the troubleshooting process: DSSErrors.log/DSSErrors.log.bak from Intelligence Server machines Timestamp of when memory usage is encountered Screenshots of Intelligence Server memory configuration located in MicroStrategy Developer > Intelligence Server Configuration > Governing Rules > Default > Memory Settings For Windows, collect the following Performance Counters: KB48059 For Linux/UNIX, collect the following Performance Counters: KB19155
Intelligence Server - Performance	Slow Performance (Browsing, Report Execution, Dashboard Execution)	To better understand the problem, please provide us the following information: What version of MicroStrategy are you using? What is the Operating System of the Intelligence Server machine What are the hardware specifications of the Intelligence Server machine (CPU Clock Speed, Number of CPUs, amount of RAM) Has anything changed in the environment just prior to the performance issue being encountered? Are there any trace loggings enabled on the Intelligence Server. This can be checked in Diagnostics Configuration. Is the slow performance report or document specific? Do you have Statistics/Enterprise Manager configured? Is the same slowness experienced in both MicroStrategy Developer and MicroStrategy Web? For document or report specific performance issues, please provide screenshots of the design of document or report. Is any Caching scheme utilized? If yes, please provide details. We will need the following items to start the troubleshooting process: DSSErrors.log/DSSErrors.log.bak from Intelligence Server machines Timestamp of when memory usage is encountered Screenshots of Intelligence Server memory configuration located in MicroStrategy Developer > Intelligence Server Configuration > Governing Rules > Default > Memory Settings For Windows, collect the following Performance Counters: KB48059 For Linux/UNIX, collect the following Performance Counters: KB19155 For report specific performance issues, please provide the post execution SQL view for the report For document specific performance issues, please provide the post execution SQL view details for all dataset reports
Intelligence Server - Stability	Crashes	To better understand the problem, please provide us the following information: What version of MicroStrategy are you using? What is the Operating System of the Intelligence Server machine How many times has your Intelligence Server gone down? Is the Intelligence Server crash reproducible? If yes, please provide details on reproduction steps. We will need the following items to start the troubleshooting process: DSSErrors.log/DSSErrors.log.bak from Intelligence Server machine mstr.hist Output of the following commands based on Operating System - Linux: 'uname -a' and 'cat /etc/redhat-release' - AIX: 'uname -a' and 'oslevel -g' - SunOS: 'uname -a' - HP-UX: 'uname -a' For Windows based Intelligence Servers, provide the minidump. Refer to the following Technical Note to generate a minidump from a full dump file: KB297913 For Linux based Intelligence Servers, provide the readcore output. Refer to the following Technical Note on how to obtain the readcore from a full dump file: KB34084
Intelligence Server - Stability	Hangs	To better understand the problem, please provide us the following information: What version of MicroStrategy are you using? What is the Operating System of the Intelligence Server machine Which operation were you performing (if known) when the system going into a hung state? Is the Intelligence Server hang reproducible? If yes, please provide details on reproduction steps. Do you observe a hang when accessing through Developer, Web, or both? What is your system resource usage (Memory and CPU) on Web Server machine(s), Intelligence Server machine(s), and Database Server machine(s)? We will need the following items to start the troubleshooting process: DSSErrors.log/DSSErrors.log.bak from Intelligence Server machine mstr.hist Output of the following commands based on Operating System - Linux: 'uname -a' and 'cat /etc/redhat-release' - AIX: 'uname -a' and 'oslevel -g' - SunOS: 'uname -a' - HP-UX: 'uname -a' Timestamp and duration when Intelligence Server hang was encountered For Windows based Intelligence Servers, collect 3 hang mode dumps spaced 5 minutes apart. Refer to the following Technical Note for details on how to capture hang mode dumps: KB38453 For Linux/UNIX based Intelligence Servers, collect 3 p-stacks, g-stacks, or proc-stacks spaced 5 minutes apart. Refer to the following Technical Note for details on how to capture stack information: KB17216
Intelligence Server Administration	Issues with MSTRCtl and MSTRLsn (Listener).	To better understand the problem, please provide us the following information: What version of MicroStrategy are you using? What is the Operating System of the machine experiencing the issue? We will need the following items to start the troubleshooting process: Screenshot of any error or warning messages encountered
Intelligence Server Statistics Logging	Configuration	To better understand the problem, please provide us the following information: What version of MicroStrategy are you using? What is the Operating System of your Intelligence Server? What is the database type (example: Oracle, SQL Server, MySQL, etc.) you are using for the Statistics database What statistics opened you have configured at the Project level? We will need the following items to start the troubleshooting process: Screenshots of any error or warning messages encountered DSSErrors.log/DSSErrors.log.bak from Intelligence Server machine
	Logging not working	To better understand the problem, please provide us the following information: What version of MicroStrategy are you using? What is the Operating System of your Intelligence Server? What is the database type (example: Oracle, SQL Server, MySQL, etc.) you are using for the Statistics database Are all statistics not logging or is it table specific? What statistic logging options do you have enabled at the Project level? Are you able to connect to and query the statistics tables from DB Query Tool? For example, test running the following the following query: SELECT * FROM IS_SESSION_STATS for MSTR 9.x or SELECT * FROM STG_IS_SESSION_STATS for MSTR 10.x. We will need the following items to start the troubleshooting process: Screenshots of any error or warning messages encountered DSSErrors.log/DSSErrors.log.bak from Intelligence Server machine Details on the DSN used to connect to the Statistics database Any StatisticsFailedSQL logs Tips and tricks that might help: Refer to the following Technical Note for detailed steps on how to troubleshoot problems with Statistics Logging: KB19579 Project level statistics options determine what Statistics tables are written to. For example, if Report Job Steps Statistics is disabled, there will be no entries in the IS_REP_STEP_STATS (in MSTR 9.x) or STG_IS_REP_STEP_STATS (in MSTR 10.x) table.
	Incorrect Logging
Intelligence Server - Authentication	Connecting to Intelligence Server Kerberos, LDAP, Trusted, Windows NT, database, anonymous authentication.	To better understand the problem, please provide us the following information: What version of MicroStrategy are you using? What is the Operating System of the Intelligence Server machine What type of Authentication are you using (Example: Standard, LDAP, Windows, Trusted, etc.) Screenshots of any warning or error messages encountered We will need the following items to start the troubleshooting process: DSSErrors.log/DSSErrors.log.bak from Intelligence Server machines Authentication Server Trace To enable additional diagnostics logging refer to the following Technical Note: KB42880
	LDAP	To better understand the problem, please provide us the following information: What version of MicroStrategy are you using? What is the Operating System of the Intelligence Server machine Screenshots of your LDAP configuration found in MicroStrategy Developer > Intelligence Server Configuration > LDAP Screenshots of any warning or error messages encountered Are you using Clear text or SSL to connect to your Directory Server? We will need the following items to start the troubleshooting process: DSSErrors.log/DSSErrors.log.bak from Intelligence Server machines Authentication Server Trace To enable additional diagnostics logging refer to the following Technical Note: KB42880 Tips and tricks that might help: The following Technical Note contains an overview of the LDAP authentication process flow: KB18562 The following Technical Note contains instructions on how to disble Chase Referrals in Windows: KB15655 To disable Chase Referrals on Linux/UNIX edit LDAP.sh located in <MSTR Home Directory>/env and set MSTR_LDAP_REFERRALS=0. The following Technical Note explains what LDAP Attributes are displayed in MicroStrategy: KB41235 LDAP v3 compliant errors indicate that MicroStrategy is unable to locate or utilize the LDAP connectivity files specified in MicroStrategy Developer > LDAP > Platform. Check to ensure the proper libraries are being used and specify the full path to the libraries.
	Windows	To better understand the problem, please provide us the following information: What version of MicroStrategy are you using? What is the Operating System of the Intelligence Server machine Screenshots of any warning or error messages encountered Screenshot of User Editor > Authentication > Metadata We will need the following items to start the troubleshooting process: DSSErrors.log/DSSErrors.log.bak from Intelligence Server machines Authentication Server Trace To enable additional diagnostics logging refer to the following Technical Note: KB42880 Tips and tricks that might help: When Windows Authentication is set as the default Authentication Mode, users will not be prompted to type in any credentials
	Kerberos	To better understand the problem, please provide us the following information: What version of MicroStrategy are you using? What is the Operating System of the Intelligence Server machine Has Kerberos been installed? Has the krb5.conf file been configured? Has ther krb5.keytab file been created? We will need the following items to start the troubleshooting process: Screenshots of any warning or error messagesencountered DSSErrors.log/DSSErrors.log.bak from Intelligence Server machines Authentication Server Trace A copy of the krb5.conf and krb5.keytab files To enable additional diagnostics logging refer to the following Technical Note: KB42880
Intelligence Server - Clustering	Synchronization	To better understand the problem, please provide us the following information: What version of MicroStrategy are you using? What is the Operating System of the Intelligence Server machine How many nodes are in your Intelligence Server cluster? What type of sharing strategy are you using (Centralized or Localized)? We will need the following items to start the troubleshooting process: DSSErrors.log/DSSErrors.log.bak from Intelligence Server machines Screenshots of any warning or error messages encountered
Intelligence Server - Clustering	Load Balancing	To better understand the problem, please provide us the following information: What version of MicroStrategy are you using? What is the Operating System of the Intelligence Server machine How many nodes are in your Intelligence Server cluster? What type of sharing strategy are you using (Centralized or Localized)? What is the Load Balance Factor set at? Is 'Use Affinity Cluster' and 'Subscription load balancing' options checked in MicroStrategy Developer > Server Definition > Advanced? We will need the following items to start the troubleshooting process: DSSErrors.log/DSSErrors.log.bak from Intelligence Server machines Screenshots of any warning or error messages encountered
Enterprise Manager 10.x	Data Load Issues	To better understand the problem, please provide us the following information: What version of MicroStrategy are you using? What is the Operating System of your Intelligence Server? What is the Operating System of your Enterprise Manager machine? Have data loads worked in the past or is this new? If yes, any changes made to any settings or the database? Is Parameterized Queries enabled? We will need the following items to start the troubleshooting process: DSSErrors.log/DSSErrors.log.bak MAEntMgr.xml Tips and tricks that might help: Refer to the following Technical Note for Enterprise Manager 10.x best practices: KB273206 Check for any failed data loads by running the following SQL statement: SELECT * FROM EM_IS_LAST_UPDATE WHERE IS_STATUS = 0;. Only one row should return and it should have a date similar to 12/31/1969 (WIN_BEGIN) and 000...'s for GUID's. Any other row besides this row will have to updated using an update query (as all other is_status = 0 indicates failed data loads). The update statement is as follows: UPDATE EM_IS_LAST_UPDATE SET IS_STATUS=1 where EMLU_ID ='x'; where 'x' is any emlu_id value for which is_status = 0 (besides the first configuration row with rep and proj guid's of 00000....'s). After running the UPDATE statements run the following SQL statement: TRUNCATE TABLE EM_RECOVERY;.
Enterprise Manager 10.x	Report Issues	To better understand the problem, please provide us the following information: What version of MicroStrategy are you using? Are you using out of the box Enterprise Manager objects? Do the tables that the report is accessing have data in them? Have there been any schema changes to the Enterprise Manager project? Was your Enterprise Manager project upgraded from MSTR 9.x to MSTR 10.x? We will need the following items to start the troubleshooting process: If using an out of the box Enterprise Manager report, please provide the name of the report Copy of the SQL View for the Enterprise Manager report
Enterprise Manager 9.x	Data Load Issues	Enterprise Manager 9.x Data Load issues What version of MicroStrategy are you using? Have data loads worked in the past or is this new? If yes, any changes made to any settings or the database? We will need the following items to start the troubleshooting process: In Enterprise Manager Console > Options > General place a check in the 'Log Migration SQL' option. Reproduce the data load issue and provide the MSTRMigration.log file Screenshots of any warning or error messages encountered
	Report Issues	To better understand the problem, please provide us the following information: What version of MicroStrategy are you using? Are you using out of the box Enterprise Manager objects? Do the tables that the report is accessing have data in them? Have there been any schema changes to the Enterprise Manager project? We will need the following items to start the troubleshooting process: If using an out of the box Enterprise Manager report, please provide the name of the report Copy of the SQL View for the Enterprise Manager report
	Enterprise Manager Console Issues	To better understand the problem, please provide us the following information: What version of MicroStrategy are you using? What task are you trying to accomplish in Enterprise Manager Console? Are you running Enterprise Manager Console as an Administrator user? We will need the following items to start the troubleshooting process: Screenshots of any warning or error messages encountered in Enterprise Manager console Screenshots of any options that are greyed out in Enterprise Manager console
Cube Execution	Cube subsetting, Cube performance and size, security filters on Cubes, storage and cube management.	To better understand the problem, please provide us the following information: What version of MicroStrategy are you using? What is the Operating System of your Intelligence Server? Please specify the exact issue you are encountering with Intelligent Cubes We will need the following items to start the troubleshooting process: Screenshots of any error or warning messages encountered DSSErrors.log/DSSErrors.log.bak from Intelligence Server machine Copy of the information contained in the Quick View of the Intelligent Cube including all the details in the Job Execution Statistics section
Data Access	Setup, connectivity, troubleshooting, performance for MicroStrategy provided as well as third party supported ODBC drivers.	To better understand the problem, please provide us the following information: What version of MicroStrategy are you using? What is the Operating System of your Intelligence Server? What is the database type (example: Oracle, SQL Server, MySQL, etc.) you are you trying to connect to? What database driver are you using? Can you access and query the database using DB Query Tool? For MicroStrategy branded drivers, was Connectivity Wizard used to create the DSN? We will need the following items to start the troubleshooting process: Screenshots of any error or warning messages encountered DSSErrors.log/DSSErrors.log.bak from Intelligence Server machine If your Intelligence Server is on Linux/UNIX, please provide the odbc.ini, odbcinst.ini, and odbc.sh files
Distribution Services	Execution, Delivery	To better understand the problem, please provide us the following information: What version of MicroStrategy are you using? What is the Operating System of your Intelligence Server? What type of Subscription are you using (Example: Email, File, Print, History List, Mobile, etc.) Does the subscription have an Event Based or Time Based Schedule? Do you have an Intelligence Server cluster? If yes, how many nodes? Is the issue consistent? Is the issue reproducible? Please provide details regarding the issue you are encountering with Distribution Services We will need the following items to start the troubleshooting process: DSSErrors.log/DSSErrors.log.bak from all Intelligence Server machines Timestamp of any Distribution Services failures Screenshot of any error or warning messages encountered
	Subscription Creation	To better understand the problem, please provide us the following information: What version of MicroStrategy are you using? What is the Operating System of your Intelligence Server? What type of Subscription are you trying to create? Are you creating the Subscription in MicroStrategy Web or MicroStrategy Developer? Does the user being used have privileges to create Subscriptions? Who is the owner of the Subscription? We will need the following items to start the troubleshooting process: DSSErrors.log/DSSErrors.log.bak from all Intelligence Server machines Screenshot of any error or warning messages encountered
	Bursting	To better understand the problem, please provide us the following information: What version of MicroStrategy are you using? What is the Operating System of your Intelligence Server? Are you bursting to file or email? If using email bursting, is there an email Attribute Form? If using file bursting, is there an Attribute in the Page By? We will need the following items to start the troubleshooting process: DSSErrors.log/DSSErrors.log.bak from all Intelligence Server machines Screenshot of any error or warning messages encountered
Intelligence Server communications	Between Developer - Server	To better understand the problem, please provide us the following information: What version of MicroStrategy are you using? What is the Operating System of your Intelligence Server? From which products are you unable to connect to the Intelligence Server: MicroStrategy Web, MicroStrategy Developer, both? What Authentication mode are you using (Example: Standard, LDAP, Windows, Kerberos, Trusted, etc.) Are you using SSL? Can the machines communicate with each other? Please test the communication by using the ping command from console or Command Prompt. We will need the following items to start the troubleshooting process: DSSErrors.log/DSSErrors.log.bak from all Intelligence Server machines Screenshot of any error or warning messages encountered
Intelligence Server communications	Between Web - Server
Caching	Report Caches	To better understand the problem, please provide us the following information: What version of MicroStrategy are you using? What is the Operating System of your Intelligence Server? Do you have an Intelligence Server cluster? If yes, how many nodes? What type of storage scheme are you using: Centralized or Localized. What type of Caches are you experiencing issues with: Report, Document, Object, and/or Element We will need the following items to start the troubleshooting process: DSSErrors.log/DSSErrors.log.bak from all Intelligence Server machines Screenshot of any error or warning messages encountered
	Document Caches
	Object and Element caches
	History List (Issues related to history list messages , statuses, job failover, database history list)	To better understand the problem, please provide us the following information: What version of MicroStrategy are you using? What is the Operating System of your Intelligence Server? What type of History List are you using: File, Database, or Hybrid? If you are using Database or Hybrid History List please provide details on the Database type and version Do you have an Intelligence Server cluster? If yes, how many nodes? What type of storage scheme are you using: Centralized or Localized. Is the issue Report or User specific? Are there any Administrative Tasks to delete caches? We will need the following items to start the troubleshooting process: DSSErrors.log/DSSErrors.log.bak from all Intelligence Server machines Screenshot of any error or warning messages encountered Message ID of a problematic History List message
Exporting	Exporting reports and documents to various formats	To better understand the problem, please provide us the following information: What version of MicroStrategy are you using? What file type are you exporting to? Please provide details on the exporting issue you are encountering We will need the following items to start the troubleshooting process: DSSErrors.log/DSSErrors.log.bak from all Intelligence Server machines Screenshot of any error or warning messages encountered
Narrowcast Server	Administrator Console GUI	To better understand the problem, please provide us the following information: What version of MicroStrategy are you using? What is the Operating System of the Narrowcast Server machine? We will need the following items to start the troubleshooting process: DELogs from Narrowcast Server machine Screenshot of any error or warning messages encountered
	Service Execution, Analysis	To better understand the problem, please provide us the following information: What version of MicroStrategy are you using? What is the Operating System of the Narrowcast Server machine? What is the Operating System of the Intelligence Server machine? We will need the following items to start the troubleshooting process: DELogs from Narrowcast Server machine Screenshot of any error or warning messages encountered 3 Service ID of failed service(s) 4. DSSErrors.log/DSSErrors.log.bak from Intelligence Server machine
	Subscription Portal	To better understand the problem, please provide us the following information: What version of MicroStrategy are you using? What is the Operating System of the Narrowcast Server machine? We will need the following items to start the troubleshooting process: Screenshot of any error or warning messages encountered Subscription Portal Logs located in Program Files\MicroStrategy\Narrowcast Server\Subscription Portal\Asp\Logs
	Repository Creation	To better understand the problem, please provide us the following information: What version of MicroStrategy are you using? What is the Operating System of the Narrowcast Server machine? What Database type and version are you using for your Narrowcast Repositories? What driver are you using to connect to your Narrowcast Repositories? We will need the following items to start the troubleshooting process: Screenshot of any error or warning messages encountered DSSErrors.log/DSSErrors.log.bak

KB438915

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Knowledge Article

Published:

January 21, 2026

Last Updated:

June 16, 2022