3406144 - HOW-TO: Collecting Trace on SAP Analytics Cloud Agent when importing data from on-premise data sources in SAP Analytics Cloud (SAC)

• SAP Analytics Cloud Agent is a web application (C4A_AGENT) which is deployed in the Apache Tomcat webserver to handle the connectivity between SAP Analytics Cloud and on-premise data sources after the Cloud Connector has successfully established the secure tunnel.
    
• The following trace/log information could be collected with SAC Agent and used to troubleshoot errors between SAP Analytics Cloud Agent and Data Source
    
  
  • The Tomcat error log:
    • File: <Tomcat_Install_Dir>/logs/tomcat-stderr.<DATE>.log   (for example "tomcat7-stderr.2018-04-09.log").
    • Inside this log file you should see an entry for the error.
      Here are some examples:
      
      April 09, 2018 11:29:48 AM com.sap.fpa.cloud.internal.DAException logException
      SEVERE: Could not reach CMS '<Host IP Address>'. Specify the correct host and port and check for network issues. (FWM 20030)
      Could not reach CMS '<Host IP Address>'. Specify the correct host and port and check for network issues. (FWM 20030)

• • The Tomcat catalina log
    • File: <Tomcat_Install_Dir>/logs/catalina.<DATE>.log   (for example "catalina.2018-04-09.log")
    • Inside this log file you should see an entry for the error.
      Here are some examples:
      
      SEVERE [http-nio-8080-exec-4] com.sap.fpa.logging.CoreLogger.log Enterprise authentication could not log you on. Please make sure your logon information is correct. (FWB 00008)
      com.crystaldecisions.sdk.exception.SDKServerException: Enterprise authentication could not log you on. Please make sure your logon information is correct. (FWB 00008)
      cause:com.crystaldecisions.enterprise.ocaframework.idl.OCA.oca_abuse: IDL:img.seagatesoftware.com/OCA/oca_abuse:3.2
      detail:Enterprise authentication could not log you on. Please make sure your logon information is correct. (FWB 00008)
      The server supplied the following details: OCA_Abuse exception 10496 at [exceptionmapper.cpp : 67] 42040 {}
      ...Enterprise authentication could not log you on. Please make sure your logon information is correct. (FWB 00008)

• SAP Analytics Cloud, Enterprise Edition
• SAP Analytics Cloud Agent

Increase the Apache Tomcat log level in one of these ways to enable more detail logging on your SAC agent 

Method 1

1. Start the Apache Tomcat client tool. 
2. Go to the Logging tab. 
3. Change the Level to Debug. 
4. Restart Apache Tomcat.

Method 2

1. Edit the \conf\logging.properties file under the Apache Tomcat folder.  Refer to the Apache Tomcat documentation for details.
2. Restart Apache Tomcat.

Method 3 

1. Add a logging.properties file under the Tomcat folder \webapps\C4A_AGENT\WEB-INF\classes, with this content:
   handlers = com.sap.fpa.logging.CoreLogger
   com.sap.fpa.logging.CoreLogger.level=WARNING
2. Restart Apache Tomcat.

Optionally, you can also enable extra logging of request and response details by doing the following:
Important!  These extra details may contain credentials and other secrets, so Log cleanup is highly recommended after debugging

1. 1. Start the Apache Tomcat client tool.
   2. Go to the Java tab.
   3. Under "Java Options", add the following line to the end: -DSAP_CLOUD_AGENT_LOG_REQUEST_DETAILS=true

After that, trigger the workflow a few times in SAC and then go to the Apache Tomcat log folder to get the latest logs:

• <Tomcat_Install_Dir>/logs/tomcat-stderr.<DATE>.log   (for example "tomcat7-stderr.2018-04-09.log").
• <Tomcat_Install_Dir>/logs/catalina.<DATE>.log   (for example "catalina.2018-04-09.log")

Note: it is recommended to reduce the log level back to its previous settings once trace files are collected.

• SAP Analytics Cloud Best Practices and Troubleshooting Community expert page
• SAP Analytics Cloud – Authentication and Data Connectivity openSAP course (free!)
• 2540886 - How to export data from models in SAP Analytics Cloud?
• 2569847 - Where can you find SAC user assistance (help) to use, configure, and operate it more effectively?
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• 2487011 - What information do I need to provide when opening an case for SAP Analytics Cloud?
• 2511489 - Troubleshooting performance issues in SAP Analytics Cloud
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• SAP Analytics Cloud Connection Guide
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• SAP Analytics Cloud Get More Help and SAP Support
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