IWR service will not start automatically on Win2k server 1

[gojoerun]

We are using Cognos 7.0 MR2.

My problem is that the IWR service in win2k will not start up automatically. It is set to start and only has one dependency on the Cognos Communication service. Would anyone have any idea why the service will not start on it's own ? ...I am able to start it manually.

Thanks for any ideas

Joe

 

[CanadianTechie]

Gojoerun,

Have you checked the Windows NT event log?? I don't understand why the service would not be starting unless something is initializing on startup that is interfering somehow (which should trigger some activity in the event log). Alternatively, you can also check your C:\program files\cognos\cer2\Logs\iwr.log file (assuming default install) on the server for any clues as to what is happening..

Let me know how you make out.

Pedro Cardoso
A.K.A CanadianTechie

 

[gojoerun]

This is what I have in the IWR.log file...but I'm not sure how to correct the problem. I am looking at an article on Microsofts knowledgebase about delaying a service from starting up by using dependencies. As i mentioned earlier...it seems as though the service can be manually started when all the other Cognos services are started. I have no problem stoping and starting the service manually when all the other services are up. My issue only occures on bootup.

In the Event Viewer on the Win2k server I get an event ID:7000 ; The service did not respond to the start or control request in a timely fashion, ID:7009; Timeout (30000 milliseconds) waiting for the Cognos IWR Service Manager (cer2) service to connect.

The following is the log portion in the IWR.log file...IWRcer2:IWIWRDISP:ErrorHandlerError: COGNOS, 4108(e88), 2003/04/30 13:06:37.787; Error: 1296127851, Generic;
Process ID: 4108; Thread: 3720; Host: COGNOS; Text: A failure occurred attempting to start the process (C:\Program Files\Cognos\cer2\bin\IWReqMan.exe).;
BackTrace Info:
1. File Name: Y:\src\iwr\IWR\Watchdog\wdregisteredprocess.cpp; Line#:285; Desc.:;

IWRcer2:IWSvcMan:ErrorHandlerError: COGNOS, 4188(d68), 2003/04/30 13:06:37.943; Error: 1296104567, Generic;
Process ID: 4188; Thread: 3432; Host: COGNOS; Text: The process (C:\Program Files\Cognos\cer2\bin\iwiwrdisp.exe) has terminated unexpectedly. An attempt will be made to start it again.;
BackTrace Info:
1. File Name: Y:\src\iwr\IWR\Watchdog\wdregisteredprocess.cpp; Line#:285; Desc.:;

IWRcer2:IWSvcMan:ErrorHandlerError: COGNOS, 4188(d68), 2003/04/30 13:06:38.146; Error: 1296127851, Generic;
Process ID: 4188; Thread: 3432; Host: COGNOS; Text: A failure occurred attempting to start the process (C:\Program Files\Cognos\cer2\bin\iwiwrdisp.exe).;
BackTrace Info:
1. File Name: Y:\src\iwr\IWR\Watchdog\wdregisteredprocess.cpp; Line#:285; Desc.:;

IWRcer2:IWSvcMan:ErrorHandlerError: COGNOS, 4188(ee0), 2003/04/30 14:01:38.451; Error: 1296127851, Generic;
Process ID: 4188; Thread: 3808; Host: COGNOS; Text: A failure occurred attempting to start the process (C:\Program Files\Cognos\cer2\bin\iwirsdisp.exe).;
BackTrace Info:
1. File Name: Y:\src\iwr\IWR\Watchdog\wdregisteredprocess.cpp; Line#:285; Desc.:;

IWRcer2:IWSvcMan:IWR COGNOS, 3524(ca8), 2003/05/01 13:53:03.318; For high load operation, verify the following registry entries:
\SYSTEM\CurrentControlSet\Services\Tcpip\Parameters\TcpTimedWaitDelay
\SYSTEM\CurrentControlSet\Services\Tcpip\Parameters\MaxUserPort
\System\CurrentControlSet\Control\Session Manager\SubSystems\Windows
IWRcer2:IWSvcMan:IWR COGNOS, 3324(e50), 2003/05/02 01:30:12.632; For high load operation, verify the following registry entries:
\SYSTEM\CurrentControlSet\Services\Tcpip\Parameters\TcpTimedWaitDelay
\SYSTEM\CurrentControlSet\Services\Tcpip\Parameters\MaxUserPort
\System\CurrentControlSet\Control\Session Manager\SubSystems\Windows


I wonder how I could change the 30000 millisecond timeout noted above....any ideas ?

Joe

 

[CanadianTechie]

Joe,

I found a document on the Cognos support site (ID 117914) which I believe will solve your problem. I actually suspected it had something to do with the Objectstore service not having started yet, which manages the data store/report store for IWR. The Objectstore services must start *first* -- what you can do is configure the IWR service to attempt to launch again, should it fail on startup. I have pasted the suggested steps below....

If the server is Windows 2000, here are some steps to follow to attempt to have the service start after the first failure -

1. Click Control Panel, Administrative Tools, Services.

2. Double click the Cognos IWR Service Manager (cer2). Click Recovery.

3. In the 'First Failure' list select 'Restart the service'. The number of minutes to wait before restarting the service can also be set in the 'Restart service after' list.

If the server is Windows NT, create a manual batch file to start the services, and schedule the batch file to start on bootup.

Hopefully this works for you...

Pedro Cardoso
A.K.A CanadianTechie

 

[gojoerun]

Thanks for the information, however, the service recovery settings have already been set. First, Second and third failure have been set to Restart the Service. The Restar Service After has been set to 5 minutes. So technically, the service should start at the latest 15 minutes. That about more than enough time to reboot the entire server.

 

[flex13]

This happens when it takes too long to start the service and a timeout occurs. Not sure what the default wait period is for services on 2K, but have seen this quite often when a lot of services have to be started. I usually just call a batch file to start the services after a reboot, which I find much easier.

 

[gojoerun]

Thanks for the good info guys...now I'm going to tell you the crazy suggestion the Cognos Tech support gave me.

The tech support said the service will not start because when the IWR was installed, it was not installed while logged into the console with the "local administrator" account. I had told the tech that I was logged into the console with the domain account which had Domain Admin, Schema and local admin access. The tech told me that the domain account is different from using the local admin account...I told him that was crazy ! I installed all components with a common domain account which is recommended by Cognos...now they say it's not going to work for the IWR install. I'm not that nieve....so i said it was a flaw in their application and escalated it to a developer. So, to say it simply...I'm still working on it. I'm interested to know if any of you guys have any comments on this.

Thanks!

Joe

 

[gasman009]

FYI, I also have seen this problem on customer sites and also use a batch file to make sure all services start.

 

[gojoerun]

Thanks to eveyone who has contributed to my thread. A few of you suggested a batch file to start the IWR service and placing it into the Startup folder. That won't really work for me since a user has to log into the server console to initiate the batch file. Our server is in a secure computer room to which users have no access and we don't allow remote aceess to the console. So the issue is, how do I get the service to starton it's own....I told the Cognos tech I'm not interested in a "bandaid" fix...I'm looking for a real solution. I think its a poor attitude that reflects on the Cognos developers to not fix the problem with the application.

If there is a Cognos developer out there reading my thread, I hope you will help contribute to fix this issue.

 

[CanadianTechie]

gojoerun,

I concur -- the workaround suggested is ridiculous, and if indeed the underlying reason, clearly a bug that should be identified and corrected in the next hotfix, if not immediately issued to you as a fix. Have you engaged your sales rep in resolving this issue? I would escalate this beyond the help desk/technical arena -- you are likely not the only one to have run into this problem...

Good luck, and keep us posted...

Pedro Cardoso
A.K.A CanadianTechie

 

[gojoerun]

Well here it is...a proper solution to the IWR service not starting up on bootup.

First I want to say I can't believe the run-around I got from Cognos tech support on this issue. I actually sent an email to an executive level Cognos VP to get any kind of attention.

Here it is...If your service will not start on bootup, you must change the IWR service account to the account you used during the IWR install on the server. You must also change the service account on the PPES service to match the IWR service account. They must be the same. The account must be a domain account if you have your cognos server integrated with Microsoft's active directory. The account also must have Domain Schema, Domain Admins membership during install. After installation of all components, you can remove membership to Doamin Schema. After the install, change the service account from System to the domain account on both the IWR and PPES. Reboot the server and the services should all start up properly. If they do not start, you have a problem with the basic install...I recommend a fresh server build. This happened to us and the server proved to be un-stable.

I have tested this solution in test environment and it works as long as you have a good solid error free install....that will ensure a reliable cognos server.

 

[flex13]

Joe,

Glad you got a resolution to this one, but may I ask where the resolution came from? Also, would it be possible to get the Cognos Support case number that you had associated with this issue? Thanks.

Scott

 

[gojoerun]

The solution came from Cognos except the knowledgbase document which refered to this issue did not specify that the PPES service account needed to be changed also. The solution that the initial tech gave me was to create a batch script and place it into startup folder. They also wanted to close my case saying that it was an acceptable resolution...i disagreed so I go in touch with a VP at Cognos and he basically put some pressure on tech support to resolve the issue properly.

Here is the case number for your reference:
..Call Reference: 2187579

 

[flex13]

Joe, not to split hairs with you, but I just went through the call details and it seems like there may have been a communication breakdown during the call. The original solution was actually correct about the admin account, but was never relayed back to you that it had to be a local admin account as the domain admin account will run the service as a LocalSystem. Also, the PPES srvice will have absolutely no bearing on resolving this issue, so if you want to change it back to a local account, feel free.

By the way, Cognos is aware of this issue and we are making strides to help resolve it.

Thanks.

Scott