Informatica® Data Integration - Free & PayGo

April 2023

Troubleshooting
Informatica Data Integration - Free & PayGo Troubleshooting
April 2023
© Copyright Informatica LLC 2022, 2023

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Publication Date: 2023-04-04

Table of Contents
Preface . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4
Informatica Resources. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4
Informatica Documentation. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4
Informatica Intelligent Cloud Services web site. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4
Informatica Intelligent Cloud Services Communities. . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4
Informatica Intelligent Cloud Services Marketplace. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4
Data Integration connector documentation. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5
Informatica Knowledge Base. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5
Informatica Intelligent Cloud Services Trust Center. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5
Informatica Global Customer Support. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5

Chapter 1: Troubleshooting. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6
Troubleshooting a Secure Agent. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6
Secure Agent errors. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7
Troubleshooting a connection. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 8
Troubleshooting assets. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 8
Troubleshooting a task. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 8
Task errors. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9
Troubleshooting a mapping task. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9
Troubleshooting a mapping. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 10
Troubleshooting scheduled tasks. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 10
Troubleshooting security. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 11
Cleaning up Azure resources. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 11
Troubleshooting Azure VM. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 11

Index. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 13

Table of Contents 3
Preface
Refer to Troubleshooting for information about troubleshooting errors in Informatica Cloud® Data Integration.

Informatica Resources
Informatica provides you with a range of product resources through the Informatica Network and other online
portals. Use the resources to get the most from your Informatica products and solutions and to learn from
other Informatica users and subject matter experts.

Informatica Documentation
Use the Informatica Documentation Portal to explore an extensive library of documentation for current and
recent product releases. To explore the Documentation Portal, visit https://docs.informatica.com.

If you have questions, comments, or ideas about the product documentation, contact the Informatica
Documentation team at [email protected].

Informatica Intelligent Cloud Services web site

You can access the Informatica Intelligent Cloud Services web site at http://www.informatica.com/cloud.
This site contains information about Informatica Cloud integration services.

Informatica Intelligent Cloud Services Communities

Use the Informatica Intelligent Cloud Services Community to discuss and resolve technical issues. You can
also find technical tips, documentation updates, and answers to frequently asked questions.

Access the Informatica Intelligent Cloud Services Community at:

https://network.informatica.com/community/informatica-network/products/cloud-integration

Developers can learn more and share tips at the Cloud Developer community:

https://network.informatica.com/community/informatica-network/products/cloud-integration/cloud-
developers

Informatica Intelligent Cloud Services Marketplace

Visit the Informatica Marketplace to try and buy Data Integration Connectors, templates, and mapplets:

https://marketplace.informatica.com/

4
Data Integration connector documentation
You can access documentation for Data Integration Connectors at the Documentation Portal. To explore the
Documentation Portal, visit https://docs.informatica.com.

Informatica Knowledge Base

Use the Informatica Knowledge Base to find product resources such as how-to articles, best practices, video
tutorials, and answers to frequently asked questions.

To search the Knowledge Base, visit https://search.informatica.com. If you have questions, comments, or
ideas about the Knowledge Base, contact the Informatica Knowledge Base team at
[email protected].

Informatica Intelligent Cloud Services Trust Center

The Informatica Intelligent Cloud Services Trust Center provides information about Informatica security
policies and real-time system availability.

You can access the trust center at https://www.informatica.com/trust-center.html.

Subscribe to the Informatica Intelligent Cloud Services Trust Center to receive upgrade, maintenance, and
incident notifications. The Informatica Intelligent Cloud Services Status page displays the production status
of all the Informatica cloud products. All maintenance updates are posted to this page, and during an outage,
it will have the most current information. To ensure you are notified of updates and outages, you can
subscribe to receive updates for a single component or all Informatica Intelligent Cloud Services
components. Subscribing to all components is the best way to be certain you never miss an update.

To subscribe, go to https://status.informatica.com/ and click SUBSCRIBE TO UPDATES. You can then

choose to receive notifications sent as emails, SMS text messages, webhooks, RSS feeds, or any
combination of the four.

Informatica Global Customer Support

You can contact a Customer Support Center by telephone or online.

For online support, click Submit Support Request in Informatica Intelligent Cloud Services. You can also use
Online Support to log a case. Online Support requires a login. You can request a login at
https://network.informatica.com/welcome.

The telephone numbers for Informatica Global Customer Support are available from the Informatica web site
at https://www.informatica.com/services-and-training/support-services/contact-us.html.

Preface 5
Chapter 1

Troubleshooting
Use the following sections to troubleshoot errors in Data Integration.

Note: To get support for Data Integration, you might need to give your organization ID to Informatica Global
Customer Support. You can find your organization ID through the Organization menu in the upper right
corner.

The following image shows the Organization menu:

To copy the organization ID, click the Copy option that appears when you hover the cursor to the right of the
Org ID field.

You can also find your organization ID on the Organization page in Administrator.

Troubleshooting a Secure Agent

I installed the Secure Agent, but I want to install another on a different machine. How do I do
that?
On the new machine, use your login to connect to Informatica Intelligent Cloud Services. Then, download and
install the Secure Agent.

Why does my Secure Agent always display "Agent Core Upgrading" in Administrator?
On the Runtime Environments page in Administrator, the status of an agent always displays "Agent Core
Upgrading". You see the following message in the agentcore.log file:
2022-10-11 17:02:57,560 GMT tid="21" tn="Agent Core State Machine Thread" ERROR
[com.informatica.saas.infaagent.agentcore.AgentCoreStateMachine] - Authentication failed
due to IO error: [cannot decrypt null or empty string].

6
 This issue occurs when the agent missed one or more previous major upgrades. For example, you stopped an
agent that was on version 62.x and the current version is 65.x when you restart it. The automatic upgrade
only supports upgrading from the previous major version, 64.x. Since your version is older than version 64.x,
the automatic upgrade fails.

To resolve the issue, either reregister or reinstall the Secure Agent.

You can see the agent version in the Details tab of a Secure Agent:

Secure Agent errors

I started the Secure Agent, but the status is inactive.
The Secure Agent might take a few minutes to start. The status refreshes every 5 seconds. If the Secure
Agent does not become active, complete the following tasks:

• If your organization uses a proxy server to access the internet, verify that the proxy settings are set
correctly.
• View the details in infaagent.log in the directory where you installed the Secure Agent.

The Secure Agent did not install or start correctly.

If the Secure Agent does not install or start correctly, complete the following tasks:

1. View the installation details in infaagent.log in the directory where you installed the Secure Agent.
2. View the application logs in the Event Viewer for a Secure Agent that runs on Windows.
3. From the Azure console, delete the resource group belonging to Secure Agent.

One of my services shows an error status after I restarted the service successfully.
If a service fails with an error status, the error status for the service might continue to display in the Agent
Service Details after the service starts up successfully. The error stays on the page until an internal job that
cleans up obsolete messages runs. You can ignore the error.

Troubleshooting a Secure Agent 7

 I am trying to uninstall the Secure Agent, but the Secure Agent status still shows "Up and
Running."
When you uninstall the Secure Agent without first stopping the Secure Agent, the Agent Core and other
services might continue to run for several minutes. To avoid this issue, stop the Secure Agent before you
uninstall it.

After you uninstall the Secure Agent, delete the resource group belonging to that agent through the Azure
portal. This shuts down the virtual machine, preventing further charges.

Troubleshooting a connection
Review the rules and guidelines for the connections. To find general information about connections, see
Connections. To find connection-specific information, see the help for the appropriate connector.

Troubleshooting assets
I want to copy multiple assets, but the operation fails.
If you copy an asset and its duplicate with the suffix "Copy 1" into a folder where assets with the same name
already exist and choose to keep both assets, Data Integration might not copy the assets.

For example, you want to copy "Mapping_1" and "Mapping_1-Copy 1" into Folder_2, but "Mapping_1" already
exists in Folder_2. "Mapping_1-Copy 1" copies successfully, but "Mapping_1" might fail because both
"Mapping_1" and "Mapping_1-Copy 1" now also exist in Folder_2.

Change the name of the conflicting assets and try again, or copy the assets one at a time.

Troubleshooting a task
You can view the number of rows that failed to load into the target when you view the details for a job. For
more information about the reason for each failure, view the error rows file.

To view job details, in Data Integration, select My Jobs and then click the job name. You can also view job
details in Monitor on the All Jobs or Running Jobs page.

You can find the error rows files in the following directory:

<Secure Agent installation directory>\apps\Data_Integration_Server\data\error

If a job does not complete, you can stop the job on the All Jobs, Running Jobs, or My Jobs page.

8 Chapter 1: Troubleshooting
 Task errors
My task failed to complete and the following message appears in the job details:
DTM process killed for workflow [wf_dss_<workflow id>] session [s_dss_<session id>]
because agent is shutdown.
The Secure Agent that was running the task was stopped or restarted while the task was in progress.

My tasks are failing after I installed a 64-bit Secure Agent on Windows. The following message
appears in the job details:
Failed to run job because of missing VC++ libraries on the machine that runs the Secure
Agent.
The Secure Agent machine that runs the task is missing the MSVCR.DLL files. Install the Microsoft Visual C++
2008 Redistributable Package (x86) on the Secure Agent machine.

My task failed to complete and the following message appears in the job details:
The DTM process failed to start due to [CreateProcess error=14001, The application has
failed to start because its side-by-side configuration is incorrect. Please see the
application event log or use the command-line sxstrace.exe tool for more detail].
'Failed to run job because of missing VC++ libraries on the machine that runs the Secure
Agent'
The Secure Agent machine that runs the task is installed on a Windows 2008 machine that is not correctly
configured. Install the Microsoft Visual C++ 2008 Redistributable Package (x86) on the Windows 2008
machine.

The following error appears:

Unknown SQL datatype for field [<Object name.Field name>]. [<Number that represents the
datatype>]
Data Integration does not recognize the data type of a source or target field.

Troubleshooting a mapping task

When I run a mapping task, the task fails with the following message:
TE_7073: Expecting Keys to be ascending.
This occurs when you configure an Aggregator transformation for sorted data, but do not sort the data earlier
in the data flow. For some connection types, you can configure a Source transformation to sort data. You can
also use a Sorter transformation.

Troubleshooting a mapping task 9

Troubleshooting a mapping
Review the rules and guidelines for configuring a mapping.

I made a lot of changes to source field metadata that I want to revert. I tried the Synchronize icon,
but nothing's happening. What's going on?
Synchronization does not restore field metadata that was updated in a Source transformation. You can
manually update the field metadata. Or, you can start over: Clear and select source object or create a new
Source transformation.

A field name conflict error message displays in a transformation. In the transformation, I created
a field rule that renamed the incoming fields, but the error continues.
A field name conflict can continue throughout a mapping after the initial problem. Locate the transformation
with the first field name conflict error message and rename the fields before they enter the transformation.

A mapping failed because the number of fields in the compiled mapping exceeded the threshold.
What should I do?
Mappings can have up to 7,000,000 input and output fields.

If the mapping exceeds the limit, the following message appears in the mapping compilation log:
[LDTM_0502] The mapping [<mapping name>] failed because the number of fields in the
compiled mapping exceeds the threshold: [7,000,000]. Number of fields: [<actual
number>]. Create multiple mappings to process the data incrementally.
To resolve the error, create multiple mappings to process the complex data incrementally, and reduce the
size of the mapping.

The Source transformation returns a JSON parsing error, even though my JSON file is good. What
should I do?
When you select a JSON file in the source object, you receive the following error:
error [The file or partition directory [<path>/<JSON file>] is not valid. The parser
encountere the following error while parsing the content: [Unexpected character 1 at 1].
Select a valid [Json] file or partition director.]
The error occurs when there is an array of primitives without a field name in the JSON file. For example, the
following array causes a parsing error: [10,20,30,40,50,0]

The Source transformation parses the following array successfully: {"numbers":[10,20,30,40,50,0]}

As a workaround, wrap the top-level array in a struct element before reading the file in the Source
transformation.

Troubleshooting scheduled tasks

The task does not run at the scheduled time.
A task does not run at the scheduled time if another instance of it is already running when the schedule tries
to start the task. For example, you schedule a task to run every 5 minutes. The first task starts at 12 p.m., but
does not complete until 12:06 p.m. The second instance of the task does not run at 12:05 p.m. because the
first instance has not completed. Data Integration starts the next task at 12:10 p.m.

10 Chapter 1: Troubleshooting
 To resolve this issue, change the schedule to allow the task to complete before starting the next task run.

Troubleshooting security
I received the following security violation error:
There may have been a security violation while accessing the site. Verify that there are
no malicious scripts running in your browser. This error also appears when you submit
the form multiple times through a browser reload.
This error appears when you click an option on a page while the page is still loading from a previous click.
Click the Here link to return to Data Integration.

When I try to view the details about an object, such as a connection or replication task, the Object
Not Found page displays.
The object was recently deleted. The Object Not Found page appears when an object no longer exists.
Refresh the page to display current objects.

Cleaning up Azure resources

Cleaning up the resource group associated with a Secure Agent is an important part of Azure troubleshooting
or cleanup.

Every runtime environment consists of a Secure Agent with its own resource group. Clean up the resource
group after you perform any of the following actions:

• You delete the Secure Agent. Deleting an agent from Data Integration does not clear the VM resources. To
clear the resources manually, delete the resource group associated with the Secure Agent through the
Azure portal.
You can delete a Secure Agent for any reason: it didn't install or start correctly, or you don't need the agent
anymore.
• You are troubleshooting VM creation or startup errors. Use the deployment logs to help you locate the
cause of the problem, and then remove the resource group.

Troubleshooting Azure VM
Where to look for errors on the Azure portal

Check for errors in your VM deployment on the Azure portal. You can locate your deployment using your
deployment name, which is in the format: IICS_Secure_Agent_Deployment_<VM name>_<random
suffix>. For example: IICS_Secure_Agent_Deployment_myVM_89pfl, where "myVM" is the name of your
VM.
The Runtime Environments page shows "VM Creation Failed"

The Azure virtual machine could not be created. This may result in a partial deployment with orphaned
resources for the VM that can incur cost.

Troubleshooting security 11
 Click the delete icon in the "VM Creation Failed" panel to clean up the state of the VM deployment in Data
Integration.

Perform a cleanup before trying to create the VM again. For more information, see “Cleaning up Azure
resources” on page 11.

The Azure VM fails to start

If the Azure VM fails to start, use the Azure portal to troubleshoot and then perform a cleanup before
trying to start the VM again. For more information, see “Cleaning up Azure resources” on page 11.

12 Chapter 1: Troubleshooting
Index

A mapping tasks
troubleshooting 9
Azure VM
clean up resources 11
troubleshooting 11 O
organization ID

C finding 6
organizations
Cloud Application Integration community finding your organization ID 6
URL 4
Cloud Developer community
URL 4
connections
S
troubleshooting 8 Secure Agent
troubleshooting 6
security

D troubleshooting 11
status
Data Integration community Informatica Intelligent Cloud Services 5
URL 4 system status 5

E T
error rows files tasks
location 8 troubleshooting 8
troubleshooting
Azure VM 11

I connections 8
error rows files 8
Informatica Global Customer Support Secure Agent 6
contact information 5 security 11
Informatica Intelligent Cloud Services tasks 8
web site 4 trust site
description 5

L U
login denied
troubleshooting 11 upgrade notifications 5

M W
maintenance outages 5 web site 4

13