Overview

After upgrading Jive, the analytics preference page that should appear when navigating to Admin Console > Settings > Analytics doesn't load/isn't accessible. The following error appears in the logs frequently:

• ERROR com.jivesoftware.community.analytics.impl.AnalyticsManagerImpl - Unable to retrieve a connection to the analytics database

Solution

1. Ask your IT team to run the following query on the application database:

   • UPDATE jiveProperty SET propValue = 'false' WHERE name ='__jive.analytics.enabled';

2. They should see the result: 1 record updated.
3. Log in to your Jive web servers through the command-line interface.
4. Run the following command to switch to the jive user: sudo su - jive
5. Restart the Jive web servers using the command: jive restart
6. The command will indicate that the jive services are being stopped, then it will indicate that they are being restarted.
7. Browse to Admin Console > Settings > Analytics.
8. Re-enter the analytics database connection details:
9. Click on the Test button.
10. Save the connection settings.
11. Restart the Jive web servers again by repeating Steps 3 - 6.

Testing

1. Browse to Admin Console > Settings > Analytics.
2. Click on the Test Connection button at the bottom of the page.
3. You should see the following message:
4. If you don't see that message, please contact us so that ATLAS can assist you. If you are not satisfied with the solution provided by ATLAS, then it will create a ticket for you on which you can attach the sbs.log files (located at /usr/local/jive/var/logs on one of the web servers).