IT Analytics cubes fail to process

Products

• IT Analytics

Issue/Introduction

When trying to run an IT Analytics (ITA) cube processing job, errors occur in the Event Viewer window or otherwise the cubes fail to process.

Resolution

Various solutions are available depending on the cause or symptom. It is recommended to verify each of the following as often there are multiple causes.

Cause: The ITA credentials that the user has specified are for a SQL account not domain account or the domain account has insufficient SQL rights.
Solution: Change or refresh (by going through these instructions even if it is felt that this is not the cause) ITAs credentials to those of a domain account that has appropriate SQL rights (Public and Sysadmin).

1. In a Symantec Management Platform Console, click on the Settings button > Notification Server > IT Analytics Settings.
2. Click on Configuration.
3. In the Reporting Server section, click on the Authentication Type field's edit (pencil) button.
4. In the Type field, click to select Stored Credentials, if it is not already selected.
5. In the Username field, enter a username that is a domain account that has the appropriate SQL rights. Tip: The Symantec Management Platform Server's application ID (a.k.a., the AppID) account may be able to be used for this.
6. In the Password field, enter the network password for the domain account used in step 5.
7. Click on the Save Security Settings button.
8. If a Symantec Management Platform error occurs (which clears the entire ITA config page and only shows this error), this may be the result of the SSAS or SSRS being moved, renamed or deleted. Please contact Broadcom support for assistance.
9. Also, if a different database is being used, such as secondary CMDB databases, ServiceDesk, DSP or SEP, go into the ITA Connections pages for these and reset their settings too (refer to the next section for more information on these).

Cause: The linked server object used by ITA contains corrupted/invalid configuration data. Or, the schema for a secondary database has changed, such as upgrading from ServiceDesk 7.1 SP1 to ServiceDesk 7.1 SP2.
Solution: Delete and then recreate the linked server object and then refresh the secondary database's ITA configuration. Note: This solution is only applicable troubleshooting if the cubes that fail to process are accessing a secondary database, such as for ServiceDesk, Symantec Endpoint Protection or DLP databases. For normal cubes that directly access the Symantec_CMDB database, such as for the Client Server Report Pack, this solution is not applicable as linked server objects are not created or used for the Symantec_CMDB database. 

1. In SQL Server Management Studio, log into the database engine.
2. In the Object Explorer window, click on to expand Server Objects.
3. Click on to expand Linked Servers.
4. Find the linked server object for the specific secondary database. For example, if this is for ServiceDesk, this should be stated in the name.
5. Right click on and delete the specific server object.
6. In a Symantec Management Platform Console, click on the Settings button > Notification Server > IT Analytics Settings.
7. Click on to expand Connections.
8. Click to select the connection type to update, such as Symantec ServiceDesk. Note: The remainder of these steps will use ServiceDesk as an example.
9. Verify that all fields are correctly filled out; change any that need to be.
10. In the ServiceDesk Database Password field, re-enter the ServiceDesk Database Username's password.
11. In the ServiceDesk Database Password Confirmation field, re-enter the ServiceDesk Database Username's password.
12. Click on the Apply button.

Error: The error "The job completed with failure." occurs in the Event Viewer while processing cubes.
Solution: Various. The following article provides solutions for this error:

Error The job completed with failure when trying to process an IT Analytics cube

Error: The error "Object reference set to an instance of an object." occurs when trying to process cubes.
Solution: Various. The following article provides solutions for this error:

Error "Object reference not set to an instance of an object." occurs when clicking on Processing in IT Analytics

Symptom: ITA cubes take too long to process.
Solution: This is likely working as designed. Depending on the amount of data to process, it may take some time to process cubes, especially if the processing job is set to process many or all cubes. If this is taking hours or times out, however, this is likely an issue that should be more thoroughly investigated. Additional information on this can be found here:

IT Analytics cubes take too long to process

Symptom: A timeout occurs while processing cubes.
Solution: Various. The following article provides solutions for this issue:

Error "Unable to process cubes. Timeout Period elapsed prior to completion of the operation or the server is not responding." occurs when trying to process IT Analytics cubes

Additional Troubleshooting

• In SQL Server Management Studio, log into the Analysis Service and try to process the cubes in question manually. If these result in an error, on the Process Cube window, drill down to the error and then double click on it to see the entire error. This provides information as to why the cube is failing to be able to be processed.
• Perform troubleshooting for other issues found in the Event Viewer:
  
  How to troubleshoot errors and failures in the IT Analytics Event Viewer window