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.
- Problems installing or configuring SAP Cloud Platform Connector
- Problems with Tomcat or SAP Analytics Cloud Agent (C4A_AGENT)
- Errors in SAP Analytics Cloud tenant
- 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).
1.3. I don’t know the username/password to log in
The default credentials are:
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:
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:
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:
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:
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
- Stop Apache Tomcat
- Remove the temporary folder <Tomcat_Installation>\work\catalina\localhost\C4A_AGENT
- Remove the deployed <Tomcat_Installation>weapps\C4A_AGENT folder
- Verify that you have agent war file: <Tomcat_Installation>weapps\C4A_AGENT.war
- 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
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:
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>
COMPONENT NI (network interface)
DETAIL NiPConnect2: 10.1.102.3:3302
SYSTEM CALL connect
ERRNO TEXT WSAETIMEDOUT: Connection timed out
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.