This SAS KB article contains troubleshooting tips for support of SAS Customer Intelligence 6.x. It contains the following sections:

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Core Troubleshooting Approach

1. Record the symptoms.

Capture exactly what you observe, such as the following:

• • error messages and code
  • timestamps
  • screenshots (where possible)
    
    Tip: Even small differences in messages can provide important clues and information.

 

2. Recreate the problem.

• • Document the steps to reproduce the issue.
  • Determine whether the issue is consistent or intermittent.

 

3. Eliminate possible causes.

• • Document what you tested.
  • Review available documentation and known issues.

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Initial Checks

Before you proceed, confirm the following:

• When did the issue begin?
• Can you consistently reproduce the issue?
• Does this issue affect all users?
• Have you made any recent changes? (For example, data, configuration, or updates.)

Specific Considerations for SAS Customer Intelligence

• information maps
• data volume and refresh timing
• available disk space (WORK/export/MATables directories)
• permissions (SAS, OS, and database)
• library definitions (SAS^® Management Console)
• environment variables (for example, locale)
• system updates

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Log Collection and Analysis

Logs are essential for diagnosing issues.

General Guidance

• Collect logs from all relevant tiers (metadata, compute, and mid-tier).
• Include timestamps.
• Identify the originating machine.

Suggested Keywords

• ERROR
• campaign execution time window
• CAMPCODE=
• user ID executing the process
• failed
• insufficient space
• exception

Environment Reference

Use the following to identify environment-specific log locations:

<sasconfig>/Lev1/Documents/Instructions.html

or

<sasconfig>/Lev1/Documents/Backup/Instructions.html

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Product-Specific Log Locations

Support Tip: In SAS^® Customer Intelligence Studio, it is important that you turn the logging to High when troubleshooting issues.

SAS^® Marketing Automation 6.x

Key Logs

• SASCustIntelCore6.x.log (primary log, mid-tier)
• SAS Pooled Workspace Server logs
• SAS^® Stored Process Server logs

Complete paths are located in the Instruction.html file mentioned in Environment Reference:

<sasconfig>/Lev1/Web/Logs/SASServer6_1

<sasconfig>/Lev1/SASApp/PooledWorkspaceServer/logs or <sasconfig>/Lev1/Logs

<sasconfig>/Lev1/SASApp/StoredProcessServer/logs

SAS^® Marketing Optimization 6.x

Key Logs

• MarketingOptimization_*.log (primary log)
• SASMarketingOptimization6.x.log (mid-tier)
• SAS Pooled Workspace Server logs
• optimize_*.log (for failed scenarios)
• ShareServer_*.log

Support Tip: For unexpected graphical user interface (GUI) issues, start with the SAS Pooled Workspace server log.

Complete paths are located in the Instruction.html file mentioned in Environment Reference:

<sasconfig>/Lev1/Applications/SASCustomerIntelligence/SASMarketingOptimization/Logs

<sasconfig>/Lev1/Web/Logs/SASServer6_1

<sasconfig>/Lev1/SASApp/PooledWorkspaceServer/logs or <sasconfig>/Lev1/Logs

<sasconfig>/Lev1/Applications/SASCustomerIntelligence/SASMarketingOptimization/Logs

<sasconfig>/Lev1/Applications/SASCustomerIntelligence/SASMarketingOptimization/scenarios/
<userid>/<BusinessContext>/<Scenario Name>/<*>/<optimize*.log>

<sasconfig>/Lev1/ShareServer/Logs or <sasconfig>/Lev1/Logs

SAS^® Real-Time Decision Manager 6.x

Logs depend on the URL path:

Component	Log
CI Studio	SASCustIntelCore6.x.log
Design	SASDecisionServicesDesignServer*.log
Event Engine	SASDecisionServicesEngine*.log
Monitor	SASDecisionServicesMonitor*.log
Admin	SASDecisionServicesAdministration*.log

Complete paths are located in the Instruction.html file mentioned in Environment Reference:

<sasconfig>/Lev1/Web/Logs/SASServer6_1

<sasconfig>/Lev1/Web/Logs/SASServer7_1

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Platform Health and Proactive Maintenance

Regular Checks

• Monitor disk space (including WORK and MATables).
• Clean temporary files. (For example, with the cleanwork utility.)
• Ensure that systems are on current hot fix levels.

Performance Best Practices

• Avoid running heavy jobs during peak usage.
• Monitor concurrent workloads.
• Tune SAS Pooled Workspace and SAS Stored Process servers.

Operational Hygiene

• Clear old logs regularly.
• Ensure that no orphaned processes remain after shutdowns.
• Track environment changes over time.

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Environment Validation

Server Tier Validation (SAS Management Console)

1. Connect to SAS^® Metadata Server.
2. Validate the following:
   • SAS^® Content Server
   • SAS Pooled Workspace Server
   • SAS Workspace Server
   • SAS Stored Process Server.

The following message should occur:

Validation Successful!

Web and Mid-Tier Validation

1. Access SAS Web Admin Console.

2. Log on with the sasadm@saspw.

If successful, the following is displayed.

3. Validate SAS Web Server.

If successful, the following is displayed:

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When Validation Fails

• Review logs immediately (referenced in the Instructions.html).
• Open a case with SAS Technical Support. 
• Provide the SAS Customer Intelligence product version and name. (For example, SAS Marketing Automation, SAS Marketing Optimization, or SAS Real-Time Decision Manager.)
• Provide the date, timestamp, and/or time zone for use when reviewing logs.
• Provide the Campaign name, CAMPCODE, or name of the Decision Campaign.
• Provide relevant logs. (See Product-Specific Log Locations.)