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Error "Registered app is not active at the moment. Please consult your system administrator." when clicking on application name in Shared Services
  Modified 04-OCT-2010  

Applies to:

Hyperion Financial Management - Version: 4.1.0.0.00 to 9.3.1.2.00 - Release: 4.1 to 9.3
Microsoft Windows (32-bit)

Symptoms

Clicking on an Hyperion Financial Management (HFM) application name in Hyperion Shared Services (HSS), you receive the error: "Registered app is not active at the moment. Please consult your system administrator."

Cause

This error is commonly caused by:

  • HSS being unable to contact the HFM web server on the URL specified when registering or creating the application.
  • The application registration information in HSS does not match the applications stored in the HFM application server database.

Solution

1. Verify connection details

HSS  must be able to contact HFM on the address provided as "Security Management URL" at creation or registration time. Make sure you can ping or browse that address from the machine where HSS is running.

2. Re-register Application

 

For System 9.0 (HFM 4.1.1), this procedure is unsafe, as you might lose all provisioning information when re-registering.

 

In HFM 9.2.0.2 and above, re-register the application with the correct details.

For System 9.3:

  1. Log on the Workspace with a user provisioned with the Provisioning Manager global role
  2. Go to Navigate >> Administer >> Classic Administration >> Consolidation administration
  3. Click Register Application and select the application in the server or cluster.
  4. Check that all fields are properly filled in the form. 
    Pay particular attention to the "Security Administration URL". The HSS web application will try to contact HFM on that URL; if the address is not resolvable from the HSS machine, then you will have the problem.
  5. Click Register

For System 9.2:

  1. Log on to HFM web
  2. Go to File >> Register Application and select the application in the server or cluster
  3. Check that all fields are properly filled in the form. 
    Pay particular attention to the "Security Administration URL". The HSS web application will try to contact HFM on that URL; if that address is not reachable from the HSS machine, then you will have the same problem.
  4. Click Register

3. Advanced troubleshooting

If on version 9.3.1 and the above procedures do not resolve the issue, you may be experiencing an issue resolved in Service Pack 1 for Shared Services 9.3.1.  Please apply patch 8677305. 

Increase the amount of information logged by HSS and investigate the log file to see what the problem might be.

  1. Locate the HSSLogger.properties file under the HYPERION_HOME\SharedServices\AppServer\InstalledApps\<your webapp> (9.2 and below) or HYPERION_HOME\deployments\<your webapp>\SharedServices9\config (9.3)
  2. Locate the "Metadata Log4J" section
  3. Change the following line:
    log4j.logger.com.hyperion.eie=WARN, MODEL_MGMT_LOG_FILE
    with
    log4j.logger.com.hyperion.eie=DEBUG, MODEL_MGMT_LOG_FILE
  4. Locate the "Common Admin Log4J" section
  5. Change the following line:
    log4j.logger.com.hyperion.cas=WARN, MODEL_MGMT_LOG_FILE
    with
    log4j.logger.com.hyperion.cas=DEBUG, MODEL_MGMT_LOG_FILE
  6. Restart Shared Services, reproduce the issue
  7. Consult SharedServices_Admin.log and SharedServices_Metadata.log.
4. If Secure Sockets Layer (SSL)  is enabled in the environment, you should also review Note 597451.1

References

Error: "Registered app is not active at the moment, please consult your system administrator" in SSL-enabled environment
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