Search for	Example	Results
A single word	`cat`	Topics that contain the word "cat". You will also find its grammatical variations, such as "cats".
A phrase. You can specify that the search results contain a specific phrase.	`"cat food"` (quotation marks)	Topics that contain the literal phrase "cat food" and all its grammatical variations. Without the quotation marks, the query is equivalent to specifying an OR operator, which finds topics with one of the individual words instead of the phrase.

Search for	Operator	Example
Two or more words in the same topic	`AND` `and` `+` (plus symbol) `&` (ampersand)	`cat AND dog` `"cat food"+milk` `"cat food"&"dog food"`
Either word in a topic	`OR` `or` `\|` (pipe)	`cat OR dog` `cat \| dog`
Topics that do not contain a specific word or phrase	`NOT` `not` `!` (exclamation point)	`NOT cat` `! dog`
Topics that contain one string and do not contain another	`^` (caret)	`cat ^ mouse`
A combination of search types	`( )` parentheses	`cat + (dog \| mouse)` `cat \| dog + (! mouse)`

Service Management2017.11

Administer > Smart Analytics administration > Troubleshooting > Troubleshooting: Smart Analytics setup

Troubleshooting: Smart Analytics setup

Unable to install Smart Analytics with an error message “Windows error 216 occurred while loading the Java VM”

If you encounter the error message “Windows error 216 occurred while loading the Java VM” when installing Smart Analytics, it indicates that you are running the installer on a 32-bit Windows, which Smart Analytics does not support.

Failed to start Smart Analytics Server with error message

If you see an error message that indicates the msvcr100.dll file is missing from your computer, install .Net Framework 3.5 (or a higher version) and Visual C++ Redistributable X64 package. You can download these two packages from Microsoft website.

Failed to connect Smart Analytics Server, Image Server, or CFS server

If your Service Manager failed to connect the Smart Analytics Server, check the application.log file in the <SM Smart Analytics>\IDOL\logs\ directory to make sure that the Smart Analytics IDOL Server is started. You also need to make sure that the following six components are started: agent, community, category, DIH, DAH, and view at the main level. Smart Search level has two components: DIH and DAH. If any component is not running normally, restart the Smart Analytics Server.

Note If the category and community components are not running, check if all your content servers and Smart Search proxy server are running. If not, start all of them and make sure they are available by the proxy server. And then restart the Smart Analytics main proxy server.

The following is a sample message in the log file that indicates your Smart Analytics Server and the five components are started successfully:

19/08/2015 12:47:26 [0] 00-Always: Determining child engine status...

19/08/2015 12:47:26 [0] 00-Always: Engine [dah] state : RUNNING

19/08/2015 12:47:26 [0] 00-Always: Engine [dih] state : RUNNING

19/08/2015 12:47:26 [0] 00-Always: Engine [community] state : RUNNING

19/08/2015 12:47:26 [0] 00-Always: Engine [category] state : RUNNING

19/08/2015 12:47:26 [0] 00-Always: Engine [agentstore] state : RUNNING

19/08/2015 12:47:26 [0] 00-Always: Engine [view] state : RUNNING

19/08/2015 12:47:26 [0] 00-Always: All 6 components started successfully.

19/08/2015 12:47:26 [0] 30-Normal: ACI Server validated operations key.

19/08/2015 12:47:26 [0] 30-Normal: ACI Server has no QPS limit.

19/08/2015 12:47:26 [0] 30-Normal: ACI Server is licensed for SSL encryption.

19/08/2015 12:47:26 [0] 30-Normal: Performed hostname lookup and converted USERCLIENTS from [16.187.190.64,127.0.0.1,127.0.0.1,SGDLITVM0581.hpswlabs.adapps.hp.com,fe80::d802:aa38:e68c:435] -> [16.187.190.64,127.0.0.1,::1,127.0.0.1,::1,16.187.190.81,fe80::d802:aa38:e68c:435].

19/08/2015 12:47:26 [0] 30-Normal: Performed hostname lookup and converted ADMINCLIENTS from [16.187.190.64,127.0.0.1,127.0.0.1,SGDLITVM0581.hpswlabs.adapps.hp.com,fe80::d802:aa38:e68c:435] -> [16.187.190.64,127.0.0.1,::1,127.0.0.1,::1,16.187.190.81,fe80::d802:aa38:e68c:435].

19/08/2015 12:47:26 [0] 30-Normal: This ACI Server will not accept unencrypted communications from ACI clients.

19/08/2015 12:47:26 [0] 30-Normal: ACI Server setting MaxInputString to 64000.

19/08/2015 12:47:27 [0] 30-Normal: ACI Server successfully loaded online help.

19/08/2015 12:47:27 [0] 30-Normal: ACI Server successfully loaded admin UI.

19/08/2015 12:47:27 [100] 30-Normal: ACI thread 100 attached to port 9000

19/08/2015 12:47:27 [101] 30-Normal: ACI thread 101 attached to port 9000

19/08/2015 12:47:27 [102] 30-Normal: ACI thread 102 attached to port 9000

If your Service Manager failed to connect the Image Server, check the application.log file in the <Smart Analytics>\Imageserver\logs directory to make sure that the Image Server is started.

The following is a sample message in the log file that indicates your Image Server is started successfully:

19/08/2015 10:55:43 [1] 00-Always: ACI Server starting at xxx.xxx.xxx.xxx:18000

19/08/2015 10:55:43 [54] 00-Always: ACI Server thread 1 initialized

19/08/2015 10:55:43 [55] 00-Always: ACI Server thread 2 initialized

19/08/2015 10:55:43 [57] 00-Always: ACI Server thread 3 initialized

19/08/2015 10:55:43 [58] 00-Always: ACI Server thread 4 initialized

Unable to see the Multiple Company tab in the Smart Ticket configuration form

Make sure that the multi-company mode is enabled in Service Manager. To enable the multi-company mode, follow these steps:
1. Click System Administration > Base System Configuration > Miscellaneous > System Information Record.
2. On the General tab, select the Run in Multi-Company Mode option.
3. Click Save.
Log out and log back in Service Manage for the change to take effect.

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