This SAS KB article contains structured instructions for diagnosing and resolving problems in SAS Forecast Server. The information in this article will help you define the problem clearly, collect essential diagnostic data, and identify the next steps toward resolution. 

The sections below outline standard data collection practices along with key questions to help define and scope the problem effectively. Establishing a detailed and complete problem description early in the investigation process can significantly reduce time to resolution. 

Define the Problem

Use the questions below to help clearly define the problem before collecting diagnostic data.

Context and Observations

• What were you doing when the problem first occurred?
• Which part of SAS Forecast Server were you working in?

Error or Unexpected Behavior

• Was an error message displayed?
  • If yes, provide the full message and a screenshot if possible.
  • If no error was displayed, what unexpected behavior occurred?
• What occurred versus what did you expect? Provide a screenshot if possible.

Steps to Reproduce

• What sequence of steps led to the problem?
• Can you reproduce the issue consistently?

Scope of Impact

• Does the issue occur in only one SAS Forecast Studio project or in several projects?
• Does this issue occur for all SAS Forecast Studio users or only certain users? Have other users tried the same action?

History and Changes

• Has this worked previously? If so, when was it last successful?
• Were there any recent changes? (For example, SAS Configuration changes or hot fixes, updates to the operating system, SAS Forecast Studio input data changes, or SAS Forecast Studio project changes.)

Diagnostic Data to Collect

To support resolution, collect the following diagnostic data at the time the problem occurs.

• An Archive that contains the project, which you can create using SAS Forecast Project Manager.
• The list of actions that you completed to generate the issue.
• Code that you executed to generate the issue.
• Provide any screenshots of the issue.
• The SAS Log that contains any errors, which you can find by navigating to Tools ► SAS Log.
• The Workspace Server Logs that contain the time window of when the errors occurred. You can find this information in the <SAS-configuration-directory>/Lev1/SASApp/WorkspaceServer/Logs directory.
• Any SAS Forecast Studio client logs that contain the time window of when the errors occurred. You can find this information in the C:\Users\<user-id>\AppData\Local\SAS\SASDeploymentWizard directory.
  Note: user-id corresponds to the user who runs SAS Forecast Studio.

Providing complete diagnostic data up front improves resolution time.

Next Steps: Navigate Resolution Paths

Once you clearly define the problem and collect diagnostic data, engage SAS Technical Support for further assistance. Provide the detailed and complete problem description along with the prescribed diagnostic data.