Troubleshooting: Smart Analytics operation

Train, Index, and Test buttons are disabled

If the Train, Index, and Test buttons are disabled in the configuration pages for Smart and Hot Topic Analytics, follow these steps:

1. Make sure that in the Smart Analytics Configuration form, the Smart Analytics Server Enabled option is enabled and be sure to click the Save button to save this configuration.
2. If the issue still exists, make sure that the upgrade to Service Management 2017.11 is successful. Check that all the libraries are of the Service Management 2017.11 version. The default folder is C:\Program Files (x86)\HPE\Service Management 2017.11\Server\RUN\lib.

3. If the issue still exists, you might use an old license. In this case, launch the Service Management server with the new license file, which includes the Smart Analytics module license.

   For Service Management trial version installation, follow these steps:

   1. Move your old license file out of the folder. The default folder is C:\Program Files (x86)\HPE\Service Management 2017.11\Server\RUN\.

   2. Run sm -instanton to generate the instant on license.
   3. Restart the Service Management server to load the instant on license.

Indexing or training failure

Check the SMIS task log first, and then check the information in sm.log. For more information, see Check task logs in SMIS.

You need to modify the configuration files of the content server if you receive the following error message during indexing or find the error message in sm.log:

2004(  3236) 02/26/2016 17:49:46   JS E IDOLKMIncrementalIndex Index database xxx is read only in IDOL server, incremental index cannot proceed

To fix the problem, follow these steps:

1. Open content server configuration files (for example, content1.cfg)
2. Locate the [databaseN] section in each .cfg file of the content server.

3. Set the readonly parameter to false for all readonly databases:

   [databaseN]

   DatabaseReadOnly=false

4. Restart corresponding content services.

The training or indexing process hangs for Smart Ticket or Hot Topic Analytics

If you install the Service Portal content but it is not running, Smart Ticket or Hot Topic Analytics may hang during training or indexing.

If the Service Portal content is not in use, follow these steps to disable it:

1. Open the <Smart Analytics Installation>/IDOL/IDOLServer.cfg file.

2. Remove the corresponding Service Portal content server section:

   [IDOLServer2]
   Name=Content-Propel
   Host=127.0.0.1
   Port=[PROPEL_CONTENT_PORT]
   DistributeByFieldsValues=PROPEL

3. Decrease the number in "DistributionIDOLServers" section by one:

   [DistributionIDOLServers]
   Number=2

4. Save the file, and then restart the Smart Analytics main server.

The full reindexing process hangs for a knowledgebase library

If the full reindexing process for a knowledgebase library is not making progress for a long time according to your scheduled plan, the back-end processor for the knowledgebase library may already hang.

Check the "idle time" for the back-end processor (worker) from the System Status page. If the idle time is too long (for example, 30 minutes), the processor may hang. In this case, you can kill and then restart the corresponding processor.

How to troubleshoot if Test Connection in Smart Analytics fails?

Enter the Smart Analytics Assistance by typing SAA in the command box. Check the status of all components that are listed in the table and see if any component is in the Offline status. The components and their corresponding processes are listed as below.

Services and corresponding processes

• HPE IDOL Smart Analytics Main Server:

  <SmartAnalytics>\IDOL\IDOLServer.exe

  <SmartAnalytics>\IDOL\community\community.exe

  <SmartAnalytics>\IDOL\view\view.exe

  <SmartAnalytics>\IDOL\category\category.exe

  <SmartAnalytics>\IDOL\agentstore\agentstore.exe

  <SmartAnalytics>\IDOL\dih\dih.exe

  <SmartAnalytics>\IDOL\dah\dah.exe

• HPE IDOL CFS Connector:

  <SmartAnalytics>\IDOL\CFS\CFS.exe

• HPE IDOL Image Server1

  <SmartAnalytics>\IDOL\ImageServer1\ImageServer1.exe

• HPE IDOL Content1

  <SmartAnalytics>\Content1\Content1.exe

• HPE IDOL Content2

  <SmartAnalytics>\Content2\Content2.exe

• HPE IDOL Content3

  <SmartAnalytics>\Content3\Content3.exe

• HPE IDOL Smart Search Proxy

  <SmartAnalytics>\IDOL\level2proxy\IDOLServer.exe

  <SmartAnalytics>\IDOL\level2proxy\dah\dah.exe

  <SmartAnalytics>\IDOL\level2proxy\dih\dih.exe

Check the log file first. All log files are in the logs folder of the corresponding service.

Check the general log file of the application.log file first to find if there is any error message showing that some process does not start, such as the following error message:

Engine [category] state : FAILED (no process detected)

Find the corresponding component log file, for example, the category_application.log file.

Make sure the port number is not in conflict with others. The port number is occupied by other processes when the following message is displayed:

70-Error: Could not create TCP listener (Bad Parameter Value).

If detailed log information is required, set the value of logLevel to full (in the [Logging] section of the corresponding component) and restart the service for troubleshooting purpose. Rmember to modify the value back to normal afterwards.

How to troubleshoot if the upgraded content server is not running in Linux system?

1. Check the application.log file of the upgraded content server first to find if there is any error message displayed as below:

   26/08/2015 15:25:55 [1] 70-Error: Error: SecurityCode '1' is incorrectly configured, '1' was previously used with Security Type 'AUTONOMY_SECURITY_V4_NT_MAPPED' in library file '/usr/local/IDOLServer/IDOL/modules/mapped_security'

   26/08/2015 15:25:55 [1] 70-Error: Please see 'SecurityCode1.txt' for the correct settings for this type.

   26/08/2015 15:25:55 [1] 70-Error: Error: Failed to validate security settings

   26/08/2015 15:25:55 [1] 70-Error: Error: SecurityCode '2' is incorrectly configured, '2' was previously used with Security Type 'AUTONOMY_SECURITY_V4_NETWARE_MAPPED' in library file '/usr/local/IDOLServer/IDOL/modules/mapped_security'

   26/08/2015 15:25:55 [1] 70-Error: Please see 'SecurityCode2.txt' for the correct settings for this type.

   26/08/2015 15:25:55 [1] 70-Error: Error: Failed to validate security settings

2. Locate the [Security] section in the .cfg file of the content server, and then add the // comment characters to the parameters as displayed in the following:

   [Security]

   SecurityInfoKeys=123,144,564,231

   DebugDecrypt=true

   //0=NT_V4

   //1=SharePoint

3. Restart the components where the .cfg file is changed.

Why a removed task is still displayed in the connector task list?

After you remove a task from the HTTP connector configuration, this removed task may still appear in the task list options.

For example, the MYSITE task is removed from HTTP connector but still shows in the task options.

To remove this task from this list, follow these steps:

1. Delete the folder of the deleted task.

   In this example, delete the <Smart Analytics>/HTTPConnector/MYSITE folder.

2. Delete the actions folder for this deleted task.

   In this example, delete the <Smart Analytics>/HTTPConnector/actions folder.

3. Restart the HTTP Connector service

Content servers are not running after installation

If your content servers are not running and the following error message is displayed in the application.log file for each content server, you need to modify the configuration file of the content server:

[1] 70-Error: Error: Attempt to open [=…)0] failed. (No such file or directory). The file open mode [rb] does not permit creation of a new file.

To fix this problem, follow these steps:

1. Modify the value of the Threads parameters in the configuration file of the content server. Make sure the number of x+y is no more than 32.

   [Server]

   Threads=x

   [AsyncActions]

   Threads=y

2. Restart the content server.

Hot Topic Analytics has no result after indexing

You may need to wait for a while (by default, 120 seconds) for Smart Analytics to commit the results from the cache to the disk.

Hot Topic Analytics is slow

If you experience slow performance when using Hot Topic Analytics, one possible reason is the field type configuration in the HTA content server. Check your action history in SAA to find out which fields are used in the fieldtext=MATCH{<value>}:<Field_Name> parameter. Then, you can add the field name to the PropertyFieldCSVs parameter in the [SetMatchFields] section of the IDOL configuration file (<Smart Analytics Installation>/IDOL/IDOLServer.cfg). Doing so may help to enhance the performance. For example, you can add "COMPANY" and "CATEGORY" as shown in the following example:

[SetMatchFields]
PropertyFieldCSVs=*/*_MATCH,*/EDK_*,*/MATCH_*,*/COMPANY,*/CATEGORY

The new added match fields will automatically take effect for new data indexing after you restart the IDOL Server.

To regenerate the modified MatchType fields for the existing indexed data without re-indexing, you can add the RegenerateMatchIndex=true parameter to the Content.cfg file of the HTA content server, and then restart your content server.

[Server]
RegenerateMatchIndex=true

Unable to launch Hot Topic Analytics in the multi-company mode

The following error message is displayed and you are unable to launch Hot Topic Analytics in the multi-company mode:

ERROR uncaught exception: Error: "company" table doesn't have mandanten field defined

In this case, you need to configure the company information in Mandanten correctly.

To set up company in Mandanten, follow these steps.

1. Click System Administration > Ongoing Maintenance > Mandanten > Mandanten Field Restrictions.
2. Add a new definition with “probsummary” as File Name and “company” as Mandant Field Name.

Smart Analytics Assistant

Smart Analytics Assistant is a build-in tool that can help administrators to perform administrative tasks and troubleshoot Smart Analytics.

OCR consumes too much memory or is too slow

When a user takes a photo of the computer screen, the grid noise in the background has negative effect on the result of OCR. To improve the OCR quality, Smart Analytics uses Fast Fourier Transform (FFT) to remove the grid noise.

However, the side effect of this feature is that it consumes around 400 MB memory for each image and makes the OCR process slower. It takes about 3 seconds on Windows and about 10 seconds on Unix. You can disable this FFT feature in the Tailoring page of Smart Ticket. For more information, see Configure Smart Ticket for OCR.