ITS Service Status Report

Service Degradation

BusinessObjects - Ongoing Service Degradation

Services Affected: Analytics and BI

Start Time: 11/18/2022 2:34 pm

Anticipated End Time: Unknown

Issue Symptoms: Degradation

Since the upgrade in October, a number of issues have been reported in our BusinessObjects environment. These issues are intermittent in some cases and pervasive in others. Users may experience issues while refreshing reports, modifying existing reports, and may see incorrect data exported to excel that doesn’t match the screen. 

In many cases, clearing your browser cache by following the steps mentioned in this document  - in the exact sequence - has resolved the errors. If you are encountering issues and have not yet cleared your cache with the directions, we advise you to do this to see if this fixes your issue. 

Cache-clearing has not resolved every error. ITS has been in on-going conversations with SAP (the vendor) to triage these larger issues. We have taken a number of steps in the past week based on SAP’s recommendations. We are working with SAP to continue to correct errors and have a High priority case open with them. 

If you are encountering errors and have already cleared your browser cache, please do the following:

  1. Screenshot the error message (if applicable)

  2. Create a 4help ticket (either through the TDX portal or by emailing 

  3. Let us know the Report Name and location (e.g. “PG Balance Report” in my personal folder;  “FN01 RevExp Project Grant to Fund Code” in UM-Maintained/Finance).

  4. Attach any screenshots and send to 4help.

We appreciate your patience while we continue to troubleshoot and adjust the environment to make it more operational.



List of Errors and Issues

Intermittent issues include:

  • Error messages when refreshing or editing a document like 

    • “Document not found”, 

    • “You do not have access to one or more data providers”, 

    • “The resource of type with identifier does not exist”, etc. 

    • “An internal error occurred while calling ‘processDPcommandsEx API” (or similar internal error type messages)

Larger scale-issues include:

  • When running the same report multiple times, later iterations will export data into excel incorrectly (data in Excel won’t match what you see on the screen)

  • When running the same report multiple times, you will get error messages and be unable to run the report again

  • Queries you create, run, and save to BO disappear from the file repository (you can’t access the report again and it’s missing in folders and searches)

  • Editing variables and saving the document, then reopening the report and the variables are in their original state

Who is Impacted? BusinessObjects Users

Next Update: 12/06/2022

Technical Details

Service Type: Production


12/02/2022: We have rolled out a series of changes that will eliminate some issues. We continue to work with the vendor to determine root cause. We are working after hours to gather log files and test specific error cases.

11/29/2022: We continue to work with the vendor to determine root cause. We are working after hours to gather log files and test specific error cases. 

11/22/2022: We continue to work with the vendor to determine root cause.

Report Additional Impacts

Contact the ITS Service Center for more information or to report additional impacts.