Hi Community,
Issue:
We recently started receiving the error message "An unexpected error occurred while retrieving data. Please check the user access privileges or run as a different user." on some of the dashlets in CA Business Intelligence when integrated with UIM. The message persisted when we viewed the dashboards as the superuser as well ruling out a permissions issue. When we ran the report directly in CABI it would give us the long list of java related errors but if you look closely it will tell you that you need to add -XX:MaxDirectMemorySize=10G to the startup options as a solution. As I do not have 10GB of memory I adjusted my value according to my resources but it worked at -XX:MaxDirectMemorySize=3G. The java error message below was also in the C:\Program Files\CA\SC\CA Business Intelligence\apache-tomcat\logs\cabusinessintelligencetomcat-stdout.2017-11-15.log file as well
Caused by: org.mapdb.DBException$OutOfMemory: Out of Direct buffer memory. Increase it with JVM option '-XX:MaxDirectMemorySize=10G'
at org.mapdb.volume.ByteBufferMemoryVol.ensureAvailable(ByteBufferMemoryVol.java:112)
at org.mapdb.volume.ByteBufferMemoryVol.<init>(ByteBufferMemoryVol.java:76)
Solution:
To fix the issue you need to modify the startup parameters for the CA Business Intelligence Tomcat service instance. You can follow the Tomcat instructions available on the tomcat page below to make the modifications.
https://tomcat.apache.org/tomcat-8.0-doc/windows-service-howto.html#Tomcat_monitor_application
I found it easier to make the modifications with tomcat8w.exe than tomcat8.exe (assuming you run Windows) but that is up to you. If you decide to use the tomcat8w.exe you will have to extract it from a downloaded Tomcat 8.0 bundle as I did not find it installed with CABI.
tomcat8w.exe //ES/cabusinessintelligencetomcat
The above command line will allow you to edit. Switch to the Java tab and add your entry to the Java Options
-Dcatalina.home=C:\Program Files\CA\SC\CA Business Intelligence\apache-tomcat
....
-XX:+UseConcMarkSweepGC
-XX:+CMSClassUnloadingEnabled
-XX:MaxDirectMemorySize=3G
-Djs.license.directory=C:\Program Files\CA\SC\CA Business Intelligence\apache-tomcat\webapps\jasperserver-pro
Click OK or Apply. Restart your CA Business Intelligence Tomcat service and retest your dashboards. 3G worked for me depending on the amount of data being returned by the queries you may need more or less.
Disclaimer: I work for CA Technologies in the IT department in the Tools and Automation Group. However, neither can I share any insight into product futures (typically I learn of product changes when you do) nor can make the product management or development team change the product. I also recommend consulting with CA support and validating all changes in test environments.