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Author's profile photo Julian Jimenez

Troubleshooting Guide: SAP Analytics Cloud Agent

SAP Analytics Cloud (previously known as SAP BusinessObjects Cloud) requires a few steps to allow you to acquire data from your internal network. The intention of this guide is to help you follow some steps to find out what is not working.

 

I presume that you have already checked this blog that will guide you step-by-step to configure your system: Enable SAP Analytics Cloud for data acquisition from on-premise systems

Remember that the product’s documentation is always up-to-date and you will find there the information that you need to configure the software.

  1. Problems installing or configuring SAP Cloud Platform Connector
  2. Problems with Tomcat or SAP Analytics Cloud Agent (C4A_AGENT)
  3. Errors in SAP Analytics Cloud tenant
  4. Errors connecting to specific Data Sources

1. Problems installing or configuring SAP Cloud Connector

1.1. You can’t even install SAP Platform Cloud Connector.

You may get the following error: There is a problem with this Windows Installer package. A DLL required for this install to complete not be run. Contact your support personnel or package vendor.

Big Problem, easy solution:

You need to install Microsoft Visual Studio C++ 2013 runtime libraries (vcredist_x64.exe).

1.2. You can start the new service SAP Cloud Connector but the page http://localhost:8443 doesn’t respond

You may get the following error: ERR_CONNECTION_REFUSED

You have probably selected Oracle JVM during installation of SAP Cloud Connector (SCC).

Install SAP JVM as indicated in the product’s guide. You can download SAP JVM directly from this link: https://tools.hana.ondemand.com/#cloud

1.3. I don’t know the username/password to log in

The default credentials are:

user: Administrator

password: manage

1.4. My SAP Analytics Cloud URL is eu1 but I don’t see that Region Host

EU1 = hana.ondemand.com

Because Europe is the center of the HANA Universe

1.5. I must have configured something wrong as I see Subaccount Name

This is a unique name for your SAP Analytics tenant. It is something similar to a11f22c3c. It is given by Cloud Operations.

If you are really curious, you can get the complete explanation here:

https://blogs.sap.com/2016/10/21/part-1-understanding-hcp-global-accounts-sub-accounts-concept-means-corporate-hcp-architectures/

Your configuration should look like this:

Note: Your Region Host may be different. Use the one indicated by Cloud Operations.

We leave the Location ID empty.

1.6. After saving, I get error 417

Verify that the information is correct and matches the information provided for your tenant.

Try to connect to this URL using your S-user and password:

https://account.hana.ondemand.com

If you get an error, you should Open a ticket with SAP Product Support using the component  LOD-ANA-BI adding the following information:

  • The URL of your SAP Analytics Cloud
  • S-User ID used
  • Account Name

1.7. Status shows error

An error occurred when trying to connect - see logs details (unless log level is 'Off'): 

Unable to connect: A different cloud connector instance is already connected to this subaccount

SCC logs shows the following line

Invalid status of handshake response: 409 Conflict

Probably you installed two different servers with SAP Cloud Connector and you left one connected. Disconnect the first server installed.

 

2. Problems with Tomcat or SAP Analytics Cloud Agent (C4A_AGENT)

Installing SAP Cloud Connector and configuring your Subaccount only opens the channel between your SAP Analytics Cloud tenant and your network. You need to install drivers for the different data sources that you want to connect to. That is the job of the C4A_AGENT.war deployed in Tomcat.

2.1. Installing the correct version of Tomcat and JAVA

If you don’t know what version to install, go for a stable version: http://tomcat.apache.org/download-80.cgi#8.0.45

You can use the standard Oracle JVM. I would recommend the latest 8 available.

2.2. Users and roles in Tomcat

Verify that you have the following roles created and assigned to your account in the file tomcat-users.xml

<role rolename="sap.fpa.admin"/>
<role rolename="Services"/>
<user username="AgentName" password="AgentPassword" roles="Services,sap.fpa.admin" />

Note: the sap.fpa.admin role is only required for acquisition of Active Directory users, but it doesn’t hurt.

2.3. How to test the Tomcat user and verify the version of the Agent

Remember to change the port, if the default port was changed. If the server is responding, check the following URL:

http://localhost:8080/C4A_AGENT/deploymentInfo

You will be prompted for a username/password. Use the one created in tomcat-users.xml.

After authenticating, you will display a simple line like this:

{"version":"1.0.67"}

 

2.4. Tomcat is not responding or the user doesn’t work

Verify the Tomcat logs in your <TOMCAT_INSTALL>/logs/ folder to identify possible conflicts of ports.

Check that the tomcat-users.xml information is not commented. The whole section is commented by default.

 

2.5. SAP Analytics Cloud Agent incorrectly deployed

Verify that you have correctly deployed the file C4A_AGENT.war file

  1. Stop Apache Tomcat
  2. Remove the temporary folder <Tomcat_Installation>\work\catalina\localhost\C4A_AGENT
  3. Remove the deployed <Tomcat_Installation>weapps\C4A_AGENT folder
  4. Verify that you have agent war file: <Tomcat_Installation>weapps\C4A_AGENT.war
  5. Start Tomcat

The deployment should start automatically.

2.6. What version of SAP Analytics Cloud Agent should I be using?

The answer is: depends. As mentioned, the Agent is middleware connecting to your data sources, depending on your data sources, you will need a different version. My recommendation: download the latest version available.

For more information, visit the System Requirements and Technical Prerequisites page and the section: SAP Analytics Cloud Agent

 

3. Errors in SAP Analytics Cloud tenant

If something does’t work in this section, you will get an error like this when testing your configuration:

"Failed to call SAP Analytics Cloud agent. 
Please contact your administrator to ensure that SAP Analytics Cloud agent is running,
 is configured correctly, and is reachable from the SAP HANA Cloud Connector. 
HTTP Status: /deploymentInfo"

There are multiple possibilities:

  • You typed incorrectly the username/password. It should be the ones used in tomcat-users.xml
  • There is something incorrectly configured in SAP Cloud Connector:
    • Missing /C4A_AGENT/ application
    • Not added path and subpaths
    • Incorrect hostname or port for Tomcat
    • The Location ID in SAP Cloud Connector contains a value. You should leave it empty
  • Verify if there is communication in the section Logs in your SAP Cloud Connector

 

4. Errors connecting to specific Data Sources

What we have seen so far are the most common errors. However, you may experience problems using your own Database JDBC drivers or connecting to specific BW systems.

To enable debug in Tomcat you need to modify the file lo

${catalina.base}/conf/logging.properties

1catalina.org.apache.juli.FileHandler.level = FINE

Can be set to SEVERE, WARNING, INFO, CONFIG, FINE, FINER, FINEST or ALL

More details about Apache Tomcat Troubleshooting and Diagnostic documentation can be found at:

https://wiki.apache.org/tomcat/FAQ/Troubleshooting_and_Diagnostics

4.1. Connecting to BW

The type of errors that you will find are similar to this one:

Connection to BW system failed: Connect to SAP gateway failed ERRNO TEXT  WSAETIMEDOUT: Connection timed out

 

In this example, the BW system did not respond. Verify that the application name used is correct.

4.2. Connecting to an SQL Databases:

You can find similar errors connecting to SQL Server when the port or the server name are incorrect:

Unable to connect to SQLServerName:1433. Ensure that the connection details are correct.

Check network connectivity between the your database server and the server hosting the SAP Analytics Agent.

 

4.3. Connecting to a File store

BOC is also responsible to connect to your internal file system. To configure the Tomcat JAVA parameter correctly check the documentation.

You can find errors in the usual menu: System > Monitor > Traces

A typical error would be:

Access to the specified path is denied by the file system.

You need to verify the rights assigned to the shared folder. If it is Windows or the rights for the NFS or other filesystem mounted.

Verify that the file system is listed in the file you used for this parameter: DSAP_CLOUD_AGENT_FILE_SERVER_WHITELIST_PATH

The Apache Tomcat will log an error like this:

Aug 01, 2016 3:46:14 PM com.sap.fpa.cloud.internal.DAException logException

SEVERE: ACCESS_DENIED: [\\servername.yourdomain.com\share_folder\]

 

3.4 Connecting to SAP ERP

The Apache Tomcat log (“tomcat7-stderr.<YYYY-MM-DD>.log”) will show and an error like this:

 

<Date> <Time> com.sap.fpa.cloud.rest.cs.service.ValidateLogonService execute

SEVERE: Initialization of destination CS_DEST-<ERP CONNECTION DETAILS> failed: Connect to SAP gateway failed

Connection parameters: TYPE=A DEST=CS_DEST-<ERP CONNECTION DETAILS>

 

LOCATION CPIC (TCP/IP) on local host with Unicode

ERROR partner ‘<ERPHOST>:<ERPPORT>’ not reached

TIME <DATE> <TIME>

RELEASE <VERSION>

COMPONENT NI (network interface)

VERSION <##>

RC -10

MODULE nixxi.cpp

LINE 3283

DETAIL NiPConnect2: 10.1.102.3:3302

SYSTEM CALL connect

ERRNO 10060

ERRNO TEXT WSAETIMEDOUT: Connection timed out

COUNTER 2

Check if the <ERPPORT> is blocked by firewall by using the following command: telnet <ERPHOST> <ERPPORT>

 

If telnet fails then work with your firewall Administrator to open the port.

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      26 Comments
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      Author's profile photo Former Member
      Former Member

      Hi Julian,

      We are having an issue that a user can see the Demo login screen in his laptop but as soon as he logins in, we saw the plain white screen and we got stuck there. He used to be able to see everything in his chrome(like a week ago) but now it's a white screen, can you please share some ideas of how to troubleshoot this issue?

      Thank you in advance!
      Mei

      Author's profile photo Julian Jimenez
      Julian Jimenez
      Blog Post Author

      Hi Meichun,

      What Demo login screen are you referring to? Is it related to Cloud Agent or login to BOC?

      Thanks,
      Julian

      Author's profile photo Former Member
      Former Member

      This happens after login to BOC. Please see the screenshot below:

      Author's profile photo Julian Jimenez
      Julian Jimenez
      Blog Post Author

      Hi Meichum,

      As your comment is not related to troubleshooting BOC Cloud Agent, I would recommend you to post a question here: https://answers.sap.com/ using the tag SAP BusinessObjects Cloud

      Thanks,
      Julian

      Author's profile photo Former Member
      Former Member

      Will do, thank you

      Author's profile photo Former Member
      Former Member

      Can we use the HANA trial account instead of S-user to configure in HCC? I tried with trial account as I don’t have S-user, but its not working. When I’m trying to create a connection in BOC from my ERP system it says:

      I selected message server while creating connection. I given message server and group name as same. Is it right? If not tell me how to find them.

      The other way is, I tried to use the OData URL(generated from SAP GUI) to connect to BOC. This is also not working. It says:

       

      Author's profile photo Julian Jimenez
      Julian Jimenez
      Blog Post Author

      Hi Venkatesh,

      You need your S-user and the HANA account provided in the self-service area of the product.

      If your HANA Cloud connector using that HANA account, landscape and your S-user doesn’t work, you can contact Product support and open an incident using the component LOD-ANA-BI

       

      Regards,

      Julian

      Author's profile photo Jagdeesh Neelakantan
      Jagdeesh Neelakantan

      Also, a couple of issues that I encountered and was able to resolve.

      1. Unable to create a BOBJ universe connection in BOC – The issue was due to the hostname of the machine hosting the CMS not accessible by the BOC Cloud Agent.
      Resolution : Edit the /etc/hosts file; add the hostname and ip-address of the machine with the CMS.

      2. Unable to create a BW connection in BOC – The issue was due to the same reason as above.
      Resolution : In the SAP gui, add the BW system. Ensure that the connection works. Restart the tomcat server.

      Author's profile photo Julian Jimenez
      Julian Jimenez
      Blog Post Author

      Hi Jagdessh,

      Thanks for the comments. I am going to update the blog soon. I didn't address name resolution problems as I took it for granted.

      Thanks,

      Julian

      Author's profile photo Former Member
      Former Member

      Hi Julian,

      Great blog, very helpful 🙂 we are facing an issue when trying to create an OData service connection. We are getting the error saying “Unable to create OData service. Check the connection details and user credentials and then try again.”

      We even checked the chrome browser developer tools for the error, please refer to the below screenshot for the error.

      The configuration in the cloud connector, SAP analytics cloud agent seems to be working fine.

      Could you please help us on this?

      Thanks in advance.

      Regards,

      Meenakshi

       

       

      Author's profile photo Julian Jimenez
      Julian Jimenez
      Blog Post Author

      Hi Meenakshi,

      I would recommend to open an incident with product support to verify the OData URL. The problem seems to be related to your credentials. Currently, we only allow basic authentication or no authentication. You can't use SAML as authentication method for your OData service.

      Regards,

      Julian

      Author's profile photo Kiran Sarma
      Kiran Sarma

      Hi,

      I have followed all the steps and the configuration part seems fine.

      There is a connectivity issue with my on premise ECC system that sits on another server.

      Description:

      I have an IDES ECC system in a different server. A different dedicated Linux virtual server was created separately where Tomcat, cloud connector and cloud agent were deployed. I then linked my cloud connector to the landscape host and account name in HCP. The connection was successful. Then access control for “an other SAP system” as back end type was added. Cloud connector could access the cloud agent. But now when I try to create a connection between my analytics cloud account and on-premise ECC IDES system for import of data , I get a connection error.

      Server type: Application

      System name: (ip address of application server)

      System number: Instance number

      Client Id: 800

      System ID: (three letter code)

      User name and pwd of SAP GUI logon were finally given.

      And then when I click “create” there is a connectivity issue. What am i missing here?

      Do I have to somewhere give the back end system’s details in the cloud connector? Thanks in advance.

      Regards,

      Kiran

       

      Author's profile photo Julian Jimenez
      Julian Jimenez
      Blog Post Author

      Hi Kiran Sarma ,

      If you want to connect to ERP (ECC), you don't need to create any other entry in Cloud Connector, you only need a new connection in SAP Analytics Cloud:

      https://help.sap.com/doc/00f68c2e08b941f081002fd3691d86a7/release/en-US/f1f537fecf6e425bbd21b36bdd2a3fe3.html

      For a complete step-by-step guide, you can follow this document:

      https://www.sapanalytics.cloud/wp-content/uploads/2017/10/SAP-ERP.pdf

      Regards,

      Julian

      Author's profile photo Kiran Sarma
      Kiran Sarma

      Hi,

      Thanks.

       

      Author's profile photo Duygu Tiryaki
      Duygu Tiryaki

      Hi Julian,

      I asked the same question on https://answers.sap.com/questions/398815/sap-analytics-cloud-bw-connection-error-in-other-l.html but wanted to ask you here.

      We are having an issue on a POC that we established both BW and SQL Server connections successfully. However, BW language key “TR” causes the following error:

      "Failed to call SAP Analytics Cloud agent. Please contact your administrator to ensure that SAP Analytics Cloud agent is running, configured correctly, and is reachable from the SAP HANA Cloud Connector. " We checked that the agent is working fine and has no problems with the SQL or BW connection whose language key is set to “EN”.

      The only clear and meaningful data is on the TR side, so the customer insists on TR language option on the BW side justifiably. Can you please share some ideas of how to troubleshoot this issue?

      Thank you in advance!

      Duygu

      Author's profile photo Anima Narayanan
      Anima Narayanan

      Dear Julian,

      Thank you for helping last time with digital boardroom installation.

      Currently, I am having an issue. I am able to login to the SAP demo URL with my profile. But it appears empty(cannot see any thing)/blank page. My colleague is able to see the contents.

      How to debug this issue? Is it related to no authorization assigned?

      Kindly advise.

      Thank you.

      Anima

      Author's profile photo Julian Jimenez
      Julian Jimenez
      Blog Post Author

      Hi Anima,

      Yes, I presume that this is related to your authorizations. I would recommend you to post the question directly in the community where others can answer:

      https://answers.sap.com/questions/ask.html?primaryTagId=67838200100800006884

      Regards,

      Julian

      Author's profile photo Juan Elías Rivero Domínguez
      Juan Elías Rivero Domínguez

      Hi Julian,

      Very nice tutorial.

      I have a doubt about the 1.7 section Status shows error. In my case i have only a server with the scc installed. How can i wacht that?

       

      Regards

      Author's profile photo Juan Elías Rivero Domínguez
      Juan Elías Rivero Domínguez

      EDIT:

      Author's profile photo Julian Jimenez
      Julian Jimenez
      Blog Post Author

      Hi Juan Elías Rivero Domínguez ,

      I answered in the questions area.

      Thanks for checking the blog!

      Julian

      Author's profile photo Juan Elías Rivero Domínguez
      Juan Elías Rivero Domínguez

      Thanks for the answer Julian.

      Do you refer to this part:

       

      Check if the <ERPPORT> is blocked by firewall by using the following command: telnet <ERPHOST> <ERPPORT>

       

      If telnet fails then work with your firewall Administrator to open the port.

      Author's profile photo Juan Elías Rivero Domínguez
      Juan Elías Rivero Domínguez

      Problem solved. There was a problem with the firewall and Windows Update.

       

      Regards and thanks for the tutorial again.

      Author's profile photo Andreas Charalampous
      Andreas Charalampous

      I am trying to connect to an existing universe. I have done all the required steps, cloud connector is configured correctly as well as Cloud Agent but when i am creating the model from that universe (after selecting the dimensions i want to add) i get the below error.

      [Microsoft][ODBC SQL Server Driver][SQL Server] Invalid object name '[Table's name from universe]'

      Any help will be appreciated.

      Author's profile photo Julian Jimenez
      Julian Jimenez
      Blog Post Author

      Hi Andreas,

      Once you can connect and select the model, that means that all the connectivity is correct.

      The error that you see is coming from from the Web Intelligence Processing server. Can you connect directly to your BI Platform using the Webi application in the launchpad? That will be using the same 64bit webi processing server. Verify that you can query correctly the same universe.

      Regards,

      Julian

      Author's profile photo Andreas Charalampous
      Andreas Charalampous

      Hi Julian,

      Thank you for your response.

      No i also could not connect it to the launch pad. BUT i found the issue. 🙂

      The problem was i pointing to the wrong datasource from the odbc connection.

       

      Regards,

      Andreas

      Author's profile photo Juan Elías Rivero Domínguez
      Juan Elías Rivero Domínguez

      Hi Julian, how are you?

      I'm having a problem installing the cloud connector in a different port that 8443. I'm using the port 8009 but using the https://localhost:8009 the page stays in blank.

      Thanks for the help that you can provide me.

      Regards.