2272029 - ORD stopped working after Company instance refresh

SAP Knowledge Base Article - Public

2272029 - ORD stopped working after Company instance refresh

Symptom

After a refresh of one company instance to another, the target instance will experience issues with the Online Report Designer such as:

  1. Queries and reports stop functioning
  2. Online Report Designer is not accessible for some users
  3. Online Report Designer is unavailable
  4. Navigating to the Online Report Designer shows a login screen

Environment

HCM Analytics - Online Report Designer, Advanced Reporting

Cause

Due to the way the company refresh is processed by cloud operations, all details in the back and front end are copied.
This includes the WFA instance identifier responsible for connecting the BizX instance with the correct Analytics instance.
This breaks the Single Sign On in place. It is possible that the Online Report Designer keeps working, or at least look "as if" it does, due to the way how the Single Sign on works:

Any user who has the same setup in both instances, will appear to still function as the target user used for the Single Sign On is found, even though it retrieves data from the wrong source instance.

 

Resolution

Contact Customer Analytics Customer Support with the following text (filling the areas in bold with the matching information):

 

Dear Support,

following an instance refresh we request to check the instance identifier and correct it if needed to connect to INSTANCE_ID on DATACENTER.

Thanks!
NAME

Keywords

KBA , ord not working after instance refresh , LOD-SF-ANA-ORD , Online Report Designer , Problem

Product

SAP SuccessFactors HCM Core 1511