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
- Ask your IT team to run the following query on the application database:
-
UPDATE jiveProperty SET propValue = 'false' WHERE name ='__jive.analytics.enabled';
-
- They should see the result: 1 record updated.
- Log in to your Jive web servers through the command-line interface.
- Run the following command to switch to the jive user:
sudo su - jive
- Restart the Jive web servers using the command:
jive restart
- The command will indicate that the jive services are being stopped, then it will indicate that they are being restarted.
- Browse to Admin Console > Settings > Analytics.
- Re-enter the analytics database connection details:
- Click on the Test button.
- Save the connection settings.
- Restart the Jive web servers again by repeating Steps 3 - 6.
Testing
- Browse to Admin Console > Settings > Analytics.
- Click on the Test Connection button at the bottom of the page.
- You should see the following message:
- 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).
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