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This document describes how to troubleshoot issues in the OneStream adapter. There are quite some moving parts in this integration, so it may be difficult to pinpoint what exactly is going wrong. This guide helps to point you in the right direction.

The integration has three major processes:

Source creation. This process creates a new source in the OneStream environment. The name of this source should match the name of a OneStream source system in CXO.
Metadata extraction. This process pushes member hierarchies from OneStream into CXO.
Data extraction. This process pushes data of pre-defined data slices (combinations of Scenario/Year/Period) from OneStream into CXO.

A decision tree for establishing the issue can be found below. At the bottom of the page there is some additional support to enable debug mode and some frequently occurring challenges.

Decision tree

When looking into a problem, these questions will guide you to finding the cause. Start at the top and work your way down. If you reach the end of the tree without finding a solution, reach out to development or the product owner. Please note that when error logs are requested, it is convenient to have the logs limited to (roughly) the time when the error appeared.

In which process does the error occur?
1. Creating a source → go to 2
2. Pushing metadata → go to 3
3. Pushing data → go to 4
4. Other → go to 5
Error in creating a source. Check the following steps:
1. Is there an error in the OneStream Error Log? (see System tab → Error Log)
2. If the error is about communication with the CXO OneStream Web API, check the following:
  1. Is the URL to the Web API correct in settings?
  2. Is the URL to the Identity Server correct in settings?
  3. Is the secret properly created in Identity Server and configured in the OneStream dashboard?
  4. Is the CXO OneStream Web API running properly? (see IIS on the CXO machine)
  5. Is there an error message in the Web API logging? (see OneStream Web API logging in Configurator) → Contact support with the error message from Web API logging at the ready.
  6. Is there any firewall, gateway, etc. in between that is not properly configured?
3. If the error is about not being able to find a source with the same name in CXO, check the following:
  1. Is there are source of type OneStream created in CXO? (see Source System Manager on the CXO machine)
  2. Is there a record in the Sources table of the OneStream configuration database with that name already? → Delete the record from the Sources table and try again.
  3. Is there an error message in the Web API logging? (see OneStream Web API logging in Configurator) → Contact support with the error message from Web API logging at the ready.
4. Does it complain about GUID not in the correct format?
  1. Check whether the Application ID in the settings is configured properly. Make sure it matches the ID of an application in the CXO master database
Error in metadata. Check the following steps:
1. Is there an error in the OneStream Error Log? (see System tab → Error Log)
2. If yes, analyze the error message. If it seems like it cannot push data to the CXO OneStream Web API, check the following:
  1. Is the CXO OneStream Web API running properly? (see IIS on the CXO machine)
  2. Is there an error message in the Web API logging? (see OneStream Web API logging in Configurator) → Contact support with the error message from Web API logging at the ready.
  3. If the service is running, but there is no error in the logging then there's probably something infrastructure-related going wrong in communication between OneStream and CXO (firewall issue, gateway, etc.)
3. If there is an error message in the OneStream logging but it does not relate to communication with the CXO OneStream Web API, there's something wrong with our business rule code → Contact support with the error message from OneStream Error Log at the ready.
Error in data. Check the following steps:
1. What is the status of the extraction process:
  1. ExtractionFailed → go to b.
  2. DataUploadFailed → go to c.
  3. Process Cube Pending → go to d.
  4. Process Cube Failed → go to e.
  5. Warning → go to f.
2. Extraction of data from the OneStream system to a file on disk failed, check the following:
  1. Is there an error in the OneStream Error Log? (see System tab → Error Log)
  2. Analyze the error. Could be something easily fixable, like a full disk.
  3. If not, then → Contact support with the error message from OneStream Error Log at the ready.
3. Push from file on disk to CXO OneStream Web API failed, check the following:
  1. Is this a scheduled data job? If so, please specify a server to run the scheduled task as described in OneStream Scheduling - Documentation - Confluence (atlassian.net)
  2. If this is a manual process, or if the previous point didn't resolve the issue, please follow the same steps as for metadata failing → check steps 3a, 3b and 3c.
4. Data is uploaded successfully but the cube processing is not started, check the following:
  1. Is it a status from an older job? It might be an inconsistency in the progress reporting.
  2. Is the CXO OneStream Processing Service running properly? (see Services on the CXO machine)
  3. Is there an error message in the Processing Service logging? (see OneStream Processing Service logging in Configurator) → Contact support with the error message from Processing Service logging at the ready.
5. Cube processing is started but failed, check the following:
  1. Is there an error message in the Processing Service logging? (see OneStream Processing Service logging in Configurator)
  2. Does the error make sense from a functional perspective? Maybe it complains about missing members or anything that require a new metadata push.
  3. If not, then → Contact support with the error message from Processing Service logging at the ready.
6. Full process is completed, but ended with a warning. This happens when data was pushed on members that do not exist in the metadata, check the following:
  1. There should be a warning in the OneStream Error Log saying what members are missing. (see System tab → Error Log)
  2. Push the correct metadata and try data extraction again.

Something else happened? Check the OneStream Error Log for error messages? (see System tab → Error Log)

Enable debug mode

Navigate to the intallation folder of cxo: C:\Program Files\CXO Solutions\CXO-Cockpit then to OneStream Adapter\Processing Service
Open the file appsettings.json, its content should looks like this
{
"ConnectionStrings": {
"CXO.Cockpit.MasterDatabase": "Data Source=..."
},
"LogLevel": "Information"
}
Add the following line after LogLevel ,"DebugMode": "True" so the resulting file looks like this
{
"ConnectionStrings": {
"CXO.Cockpit.MasterDatabase": "Data Source=..."
},
"LogLevel": "Information",
"DebugMode": "True"
}
Restart the 'CXO-Cockpit OneStream Adapter Processing Service'. E.g.

sc stop "CXO-Cockpit OneStream Adapter Processing Service"

sc start "CXO-Cockpit OneStream Adapter Processing Service"

To turn the debug mode off restore the appsettings.json file to the initial state (#2) and restart the 'CXO-Cockpit OneStream Adapter Processing Service' again.

The logs are groupped by date and can be found in <cxo installation folder> OneStream Adapter\Processing Service\logs. E.g. C:\Program Files\CXO Solutions\CXO-Cockpit\OneStream Adapter\Processing Service\logs

Debug mode can be helpfull if existing logs are not enough to figure out the cause of the problem. In addition to error logging it logs whole incoming http request.

Since the resulting log file is getting to very large it is not recommended to enable debug mode for a long time.

Common Issues:

OneStreamAdapter API successfully executed without any error in the log files, but there is no data in CXO

Make sure that OneStreamAdapater API creates data in fact_db

INFO: OneStreamAdapter API uses connection string to the factsDB from source_system table from repositories (NOT from OneStream configurationDB!!!)

1. Check if dimension tables in factDB are filled in (e.g. cxo_dim_acc)
2. Check if fact_partition tables are created. Please take note that OneStreamAdapter does not fill in cxo_fact table so it's fine if it's empty
3. Make sure that there is some data in view "one_stream_fact_view_1" in the factDB. This view is used to populate data into OneStream Cubes.
Make sure that OneStreamAdapaterProcessingService triggered cube processing

WARNING: OneStreamAdapaterProcessingService uses connectionStings to the factDB's from "OneStreamAdapter ConfigurationDB→Source" whereas OneStreamAdapter API takes the connections string from cxo_repositories.

Make sure that the connectionString to the factDB in "OneStreamAdapter ConfigurationDB->Source" table is the same as connectionString to factDB from "cxo_repositories DB"
Make sure that OneStreamAdapaterProcessingService is up and running

OneStream Scheduler is not working while manual loads do work

Please check the data management settings in OneStream. The same server should be used for scheduled tasks as for manual tasks.