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MarkView Advisor - What diagnostic steps should I follow and what information should I gather when there is an issue with MarkView Advisor?

Summary

4925

Applies To

  • ERP System : Oracle, SAP
  • MarkView Versions: MarkView 9.0 and Below

Note

Kofax is announcing the End of Life process for all versions of the Kofax MarkView AP Advisor product. Please see the following End of Life Announcement published Dec. 30, 2016.

Overview

MarkView Advisor is a management interface that brings together data from the ERP system and the MarkView workflow to provide strategic information about your Accounts Payables business activities. With this interface, you can take action to meet key performance indicators (KPI) or service level agreements (SLA), prioritize daily activities, evaluate employee performance and work-loads, and identify possible conflicts of interest.

With MarkView Advisor, you start at a dashboard, which displays a high-level view of the current state of invoices in your MarkView system and ERP system. The dashboard provides access to reports that, in most cases, let you act on invoices. Some reports, for example, those that show possible segregation of duties violations, do not have any actions available within the tool. However, these reports give you critical insight that allows you to take the action required outside of the system.

Troubleshooting Steps

In general Advisor issues can be difficult to troubleshoot because the data is transient. In order to assist in the troubleshooting process you should always attempt to reproduce Advisor issues in your Non-Production environment.

While troubleshooting Advisor issues we can increase the amount of time the synchronization data is kept by altering the value of the MVAM_CLEAR_OLD_SYNC_RECORDS preference and bouncing the MarkView Advisor OC4J/Deployments. (Before performing this step please check with your DBA to ensure the mvam_event* tables have sufficient space for the additional information which will be stored.)

If you encounter an issue with MarkView Advisor, please perform the following steps:

Troubleshooting Advisor Installation

  • Product Installer fails to start or displays a message about an Invalid Java Version.
  • Product Installer fails with an error message regarding TRS
    • The TRS or Target Registry Service, is a homegrown application developed by Kofax to eliminate the requirement of moving the target_registry.properties file from one module installation to another. The TRS prompt will appear only if you are running an install and there is no target_registry_service.properties file in the installation directory. In this case you will get prompted to enter the connection information for MarkView to determine if the TRS is installed. If you receive an error regarding the TRS logon to your MarkView Application Server and ensure that the mvastrs application is running.
  • Product Installer fails and the Installer-info.log file shows a 'Too Many Open Files' error.
    • It is recommended that the max number of open files (which is reportable by 'ulimit -n') be set to 10000 on the MarkView application server for installation. Max number of open files on Linux is controlled by limits set in /etc/security/limits.conf and requires a restart after modifying.
      • Product installer fails and the server logs show an 'Error opening file' like the following:
        <Mar 11, 2013 4:01:50 PM CET> <Error> <Deployer> <BEA-149265> <Failure occurred in the execution of deployment
        request with ID
        '1363014109807' for task '12'. Error is: 'weblogic.application.ModuleException: Failed to load webapp: '/corda''
        weblogic.application.ModuleException: Failed to load webapp: '/corda'
        at weblogic.servlet.internal.WebAppModule.prepare(WebAppModule.java:393)
        ...
        Caused By: java.io.IOException: Error opening file

This error also indicates a problem with the max number of open files. Adjust the limits set in /etc/security/limits.conf and restart after modifying.

  • JMS Configuration fails when testing the DataSource.
    • Ensure the Username/Password is entered before testing the connection.
  • Advisor-Only Upgrade to version 3.0 fails.
    • Please note that the Advisor-Only Upgrade to version 3.0 is only supported with the MarkView 6.5 release. In order to install MarkView Advisor 3.0 you must be running MarkView 6.5.

Troubleshooting Cold-Sync

  • Cold-Sync Export fails with: RFC_ERROR_SYSTEM_FAILURE: Time limit exceeded
  • Cold-Sync Export fails with: 'Error while running cold sync extract' message
  • Cold-Sync Export runs a query for a long length of time without reporting progress.
    • Please have your DBA trace the long running query and provide an Explain Plan of the query to Technical Support.
  • Cold-Sync Import Fails with the following or similar error in coldsync-import.log: 2010-07-31 18:37:42,717 ERROR - The number of error records has exceeded the limit of [1000] in file [cold-sync- workitemcreate]
    • In order to resolve this issue please Increase the .bad file record limit in cold-sync-import.sh from 1000 to a higher number (note, for existing MarkView clients, this may need to be as high as 1M).
  • Cold-Sync Import runs slowly
    • Please ensure you are running Cold-Sync Import from the same physical location where the Database Server is running. The Cold-Sync Import process is highly dependent on network bandwidth and can run up to 5 times faster just from being in the same physical location as the Database Server.

      Note that if your Application Server and Database Server are in separate physical locations you will need to copy the following directories from the Application Server to a machine located in the same physical location as the Database and then run the Cold-Sync Import.

      • {MVInstallDir}/tools
      • {MVInstallDir}/lib
      • {MVInstallDir}/conf
      • {MVInstallDir}/log
  • An Advisor environment has become corrupted because Hot Sync was run before a successful cold sync import was completed.
    • If you still have the full complement of missing data in the mvam_event_message* tables, you can 'reset' hotsync by updating the timestamp in the mvac_checkpoint table to a value that will pick up and process all records again. Note - this should not be done for more than a few days worth of data. If there is more, it is recommended to do a full Advisor cleardown following the instructions in Article 4839.

Troubleshooting Advisor Access (Users and Roles)

  • Users do not have access to the Advisor menu item from MarkView Home.
    • In order for the Advisor menu to appear in the user's MarkView Home, they must belong to at least one of the following MarkView User Groups: MODULE ADMINISTRATOR or ADVISOR FINANCE MANAGER. Users that are in the MODULE ADMINISTRATOR group will see all of the menu items within the Advisor menu. Users that are in the ADVISOR FINANCE MANAGER group will see a subset of the menu items as defined in the functional specification. You can change a user's user group by logging in as the MarkView Administrator and going to Administration -> Markview Admin -> Users.
  • The Advisor menu is available, however, when selecting a specific menu a 403 authorization error occurs.
    • What a user is authorized to access (vs. what menu items they can see) is controlled by Advisor Role Management. Roles are set up by going to the Advisor -> Configuring -> Role Management page. Obviously, you need authorization to access that page! The MarkView Admin is always authorized to access that page. The MarkView Admin should give users either the 'Advisor Administrator' role or the 'Finance Manager' role. Users who are in the MODULE ADMINISTRATOR group and who have the 'Advisor Administrator' role will have access to and be authorized to all Advisor configuration screens. Users who are in the ADVISOR FINANCE MANAGER group and who have the 'Financial Manager' role will have access to and be authorized to most Advisor screens.
  • The Advisor menu is available, however, a general error occurs when accessing the menu item.
    • Ensure the user belongs to the “ADVISOR FINANCE MANAGER” Markview group.
  • The Advisor menu is available, however, some of the Configuration pages are unavailable.
    • Ensure the user belongs to the “MODULE ADMINISTRATOR” Markview group.
  • The Advisor menu is available, however, 'An unrecoverable error occurred while processing your login' error appears while accessing Advisor menus

Troubleshooting Advisor Configuration

  • Intermittent No Data Found error messages when accessing Advisor Configuration Screens.
  • After Advisor 3.0 installation, the overview page shows tags (like ${timeNow}) instead of data.

Troubleshooting Dashboards and Reports

  • Advisor was just installed however I am unable to access any dashboards or reports.
    • Please make sure you have bounced your Application Server (OAS, Weblogic) after running the Advisor Installation.
  • I am able to view data in some reports while other reports display “No Data to View”
    • You would get “No Data to View” if you have not selected a “Business Unit” or if you have have no data available to view for that specific report.
  • There are no entries in the 'Business Unit' drop down list from MarkView Advisor.
    • The user must be given authorization to business units. You do that using the Advisor -> Configuring -> Role Management page. Edit the Role that the user is a member of, select the user (or multiple users) and check off the organizations they have authorization to access.
  • There are no AP Processors available in the drop down list from MarkView Advisor, or Business Users are showing up in the AP Working Folder Reports.
  • The Business User Working Folder Report results do not include a Business User with workitems retrieved to them
  • There are Invisible Report Bars within a Dashboard Report
  • If the dashboards and reports are failing to display correctly Corda provides a status page that can be accessed to understand how the Corda runtime is behaving and other information like status of licenses, JDK version used, etc. When troubleshooting dashboard and reports issues, please provide a screenshot of the following URL:
    • http://<yourmainserver>:<yourmainport>/corda/status

Logging

Enable Debug Logging

  • MarkView 8.1 and Above
    • Database Level Logging
      • Set the MV_LOG_DESTINATION preference to TABLE
      • Set the MV_LOG_LEVEL preference to ALL
    • Application Server Logging
      • Set the following preferences to DEBUG at a system level
        • ANALYTICS_ACTIONABLE_LOGGING_LEVEL
        • ANALYTICS_CORE_LOGGING_LEVEL
        • ANALYTICS_MARKVIEW_LOGGING_LEVEL
        • CORDA_LOGGING_LEVEL

Note that with MarkView 8.1 and above the logging changes will take place automatically within a few minutes, there is no restart of the Application Server needed.

  • MarkView 8.0 and Below
    • Corda Server Debug Logging
      • Stop the MarkView Advisor Application Server.
      • Navigate to the <CORDA_INSTALL_PATH>/Server/config directory
        • <CORDA_INSTALL_PATH> is the location of where the Corda Server is installed.
        • If you are unsure as to where Corda is installed please use the Support Diagnostic Tools to retrieve the version output and search for
          RESOURCE.CordaServerLocation.location . This Attribute contains the Corda Installation path.
      • Take a backup of the dashboardserver.properties file
      • Edit dashboardserver.properties and change the Debug setting from 'ERROR' to 'DEBUG'.
      • Start the MarkView Advisor Application Server.
      • Also attach a screenshot of the following URL:
        • http://<yourmainserver>:<yourmainport>/corda/status
    • Database Level Logging
      • Set the MV_LOG_DESTINATION preference to TABLE
      • Set the MV_LOG_LEVEL preference to 9
    • Middle Tier Application Server Logging
      • Oracle Application Server ( OAS )
        • In order to enable debug logging in MarkView Advisor the log4j.properties files in the following locations will need to be updated.
          • $ORACLE_HOME/j2ee/advisor/applications/analytics-actionable/analytics-actionable/WEB- INF/classes
          • $ORACLE_HOME/j2ee/advisor/applications/analytics-core/analytics- core/WEB-INF/classes
          • $ORACLE_HOME/j2ee/advisor/applications/analytics- markview/analytics-actions/WEB-INF/classes
          • $ORACLE_HOME/j2ee/advisor/applications/analytics-markview/hotsync/WEB-INF/classes
        • Backup the existing log4j.properties file and edit the original file. Change the following line from:
          • log4j.rootLogger=ERROR
          • to
          • log4j.rootLogger=TRACE
        • Perform this step for each of the above locations and bounce OAS
      • WebLogic
        • In order to enable debug logging for the Advisor ear files from WebLogic, each of the ear files will need to be exploded, a modification made to the log4j.jar file and then the ear file can be repacked and deployed.
          • Scripts to help with this process can be found in the Advisor_Debug_Logging.zip attachment. The readme files within each folder contain detailed instructions. Please note that the scripts included in the zip file require a Windows machine with a JDK in the path in order to execute correctly.

Disable Debug Logging

  • MarkView 8.1 and Above
    • Database Level Logging
      • Set the MV_LOG_LEVEL preference to OFF
    • Application Server Logging
      • Set the following preferences to WARN at a system level
        • ANALYTICS_ACTIONABLE_LOGGING_LEVEL
        • ANALYTICS_CORE_LOGGING_LEVEL
        • ANALYTICS_MARKVIEW_LOGGING_LEVEL
        • CORDA_LOGGING_LEVEL

Note that with MarkView 8.1 and above the logging changes will take place automatically within a few minutes, there is no restart of the Application Server needed

  • MarkView 8.0 and Below
    • Corda Server Logging
      • To disable debug logging revert to the original dashboardserver.properties file and bounce the MarkView Advisor Application Server
    • Database Level Logging
      • Set the MV_LOG_LEVEL preference to 0
    • Middle Tier Application Server Logging
      • Oracle Application Server (OAS)
        • To disable debug logging revert to the original backed up log4j.properties file and bounce the MarkView Advisor Application Server
      • Weblogic
        • To disable debug logging re-deploy the standard version of the Advisor ear files.

Log File Location

  • MarkView Versions 6.2 and higher
    • File location: All MarkView Components - Log File Locations
    • File names (Advisor): hotsync.log, mvac-analytics-actionable.log, mvac-analytics-core.log, mvac-analytics-markview.log
    • File names (Corda Server): corda-server.log, corda- server-access.log, output.log, access.log

Impact of Debug Logging

Debug logging in MarkView Advisor will cause a significant amount of data to be written to the Middle Tier Application Server log files as well as the mv_log_output table and the Corda Server log files. Ideally all Advisor issues should be reproduced in a non-production environment and logging disabled as soon as the issue has been reproduced.

Advisor_Debug_Logging.zip

Keywords: diagnose