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"Error Contacting User Manager" when launching Controller, caused by missing 'IBM Cognos Controller User Manager' Windows service

Troubleshooting


Problem

User launches Controller. User receives error.

Symptom


Error Contacting User Manager.

Error Details:
System.Web.Services.Protocols.SoapException: Server was unable to process request. ---> System.Runtime.InteropServices.COMException (0x80070424): Retrieving the COM class factory for component with CLSID {BE913F44-118C-11D5-A324-00C04FA0E3B7} failed due to the following error: 80070424.
at FrLicServerProxy.LicServerProxy.GetCurrUsers()
at FrUserManagerB.LocalUserManager.GetCurrentUsers(String sGuid, String sUser)
at FrUserManagerB.UserManagerB.GetCurrentUsers(String sGuid, String sUser)
at Cognos.Controller.Proxy.CCRWS.UserManager_GetCurrentUsers(String sGuid, String sUser)
--- End of inner exception stack trace ---

Cause

There are several possible causes for similar symptoms.

  • See separate IBM Technotes for further possibilities.

This IBM Technote specifically relates to the scenario where the cause is that the Windows service 'IBM Cognos Controller User Manager' does not exist on the Controller application server.

Diagnosing The Problem

Open the Windows Services, and notice how "IBM Cognos Controller User Manager" does not exist:

Resolving The Problem

The solution depends on the environment:

  • Sometimes, simply rebooting the application server once again will fix the problem
  • If this does not solve the problem then it is possible to manually create the Windows service "IBM Cognos Controller User Manager".
If the above fails, then unfortunately the Controller server software must be uninstalled/re-installed on the application server.

Steps:


1. Reboot the Controller application server.
  • If this fails to solve the problem, go to step 2.

2. Logon to the Controller application server as a Windows administrator
3. Launch a command prompt (START - RUN - "CMD" <Enter>)
4. Type the following command:

sc create frLicServer binpath= "C:\Program Files\ibm\cognos\ccr_64\server\FrLicServer.exe" DisplayName= "IBM Cognos Controller User Manager" depend= RpcSs start= auto


NOTE:
  • The above command assumes that you are using Controller 10.2.0, installed into the default location, on Windows 2012 R2
  • Naturally the command parameters may have to be modified slightly depending on your environment (for example if you have installed the software into a different location).

5. Reboot the Controller application server
6. Test.

[{"Product":{"code":"SS9S6B","label":"IBM Cognos Controller"},"Business Unit":{"code":"BU059","label":"IBM Software w\/o TPS"},"Component":"Controller","Platform":[{"code":"PF033","label":"Windows"}],"Version":"10.2.0","Edition":"","Line of Business":{"code":"LOB10","label":"Data and AI"}}]

Document Information

Modified date:
15 June 2018

UID

swg21680788

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