Issue on PAX 44

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Bhavana
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Issue on PAX 44

Post by Bhavana »

Hi Team,

User is unable to see servers under Open/Publish icons on IBM planning analytics for excel.

We tried resetting the IBM Cognos connection and also reinstalled PAX 44 twice but still issue persists.

The same set of servers are visible from our end but only causing issue with that user. Please suggest me if I can test any other methods to resolve this issue.
ascheevel
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Re: Issue on PAX 44

Post by ascheevel »

Have you confirmed the user can actually connect to TM1 server in PAX? Did you check the connection URLs and test the connections in the user's PAX options?
Bhavana
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Re: Issue on PAX 44

Post by Bhavana »

Yes user can able to connect to the paw URL and connections got succeeded as well.

It shows complete blank when user click on Open icon on PAX
ascheevel
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Re: Issue on PAX 44

Post by ascheevel »

Bhavana wrote: Thu Jun 25, 2020 1:10 pm It shows complete blank when user click on Open icon on PAX
Do they have any items to choose from in the dropdown "Select an IBM Connection..."? Are there any cubes visible in their task pane after establishing a connection?
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Steve Rowe
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Re: Issue on PAX 44

Post by Steve Rowe »

Isn't this the issue that happens if compatibility mode in the Excel options is not set (or unset can't remember which way round it needs to be!)
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ascheevel
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Re: Issue on PAX 44

Post by ascheevel »

Not seeing cubes in the task pane is related to that issue, selecting "Optimize for Compatibility" fixes it. I wasn't able to replicate the open dialog with servers not visible when switching to "Optimize for best appearance", but it could be causing OP's issue.
Bhavana
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Re: Issue on PAX 44

Post by Bhavana »

Yes correct .. Optimize for compatibility is set when the task is blank. As a pre requisite we already set this option on the users machine.

But if we try to change to optimise for best apperance user will face blank task pane issue
Bhavana
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Re: Issue on PAX 44

Post by Bhavana »

Screenshot of PAX
Screenshot of PAX
Screenshot_20200625-220614__01.jpg (413.11 KiB) Viewed 25581 times
Have attached the screenshot from users machine
ascheevel
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Re: Issue on PAX 44

Post by ascheevel »

I see QA in the connection name. Have you confirmed the user is in the users list for the QA PAX environment? You could try having them log in through PAW in browser and see if they're able to get in. User list in PAW is different than }Clients dim on TM1 server.
Bhavana
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OLAP Product: Planing Analytics
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Re: Issue on PAX 44

Post by Bhavana »

Yes have checked the role of the user on QA PAW, he is having Analyst Role & also he can able to login into PAW from browser. Interesting part is user can able to view all kind of reports on PAX using qa pax connection the only issue is inside Open icon the server's list is missing

Also we have this PAX installed on Citrix servers where he can see the list under Open icon but in his local machine list is missing. I am not sure if something is wrong from his machine
ascheevel
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Re: Issue on PAX 44

Post by ascheevel »

Did you have the user enable logging and pull the PAX log files?
Bhavana
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Re: Issue on PAX 44

Post by Bhavana »

We have raised PMR & IBM confirmed that this is due to network issue on user's machine. Hence we closed this case. As a workaround user is trying to access PAX via Citrix portal
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Re: Issue on PAX 44

Post by Terramup »

Hi,
We had a user experience the same thing. We found out that if you resize the box, then the objects show up and you can select one before it goes blank again. So the work around is resizing the box after each selection. Did IBM indicate what the network issue was with the user?
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