Support

Where should I start if I have a problem with Casabase Cube?

Start by identifying which part of the workflow is failing.

Common areas include:

• Installation or application access
• Cube configuration
• Dimension validation or rebuilding
• Data loading
• Querying
• Formulas
• Row-level security
• Performance
• Application upgrades

For configuration or operational issues, the first useful checks are usually the cube health and diagnostic tools.

See Health and Diagnostics and Troubleshooting.

What information should I collect before requesting support?

Collect enough information to reproduce and isolate the problem.

Useful information can include:

• Casabase Cube version
• Cube name
• The operation being performed
• Exact error message
• Relevant SQL or procedure call
• Query POV, when applicable
• Whether the issue affects one user or multiple users
• Whether the issue began after a configuration change, rebuild, data load, or upgrade
• Relevant health-check or diagnostic output
• Approximate time the issue occurred

Do not include passwords, private keys, authentication tokens, or other credentials in a support request.

Is there a procedure that generates support information?

Yes.

Use:

CALL CUBE.GENERATE_SUPPORT_INFO('FINANCE');

to generate diagnostic information for a specific cube.

For system-level information, use:

CALL CUBE.GENERATE_SUPPORT_INFO(NULL);

GENERATE_SUPPORT_INFO returns diagnostic information such as application version, configuration, and application state that can help with troubleshooting.

See Health and Diagnostics.

Does GENERATE_SUPPORT_INFO send information to Casabase automatically?

No.

Generating support information does not itself transmit the diagnostic output to Casabase Software.

The procedure generates information within the customer’s Snowflake environment so it can be reviewed and provided to support when appropriate.

Should I run a health check before contacting support?

Yes, when the issue involves a configured cube.

A health check can identify configuration or application-state problems before deeper troubleshooting is required.

Use:

CALL CUBE.HEALTH_CHECK('FINANCE');

Review the returned findings and address any clearly identified configuration issues.

If the problem remains, include the relevant health-check output with the support request.

See Health Check and Health and Diagnostics.

What should I provide for a query problem?

For a query issue, provide:

• Cube name
• Query interface used
• Exact POV
• Exact error message
• Expected behavior
• Actual behavior
• Whether the issue affects all users or only particular users
• Whether calculated members are involved
• Whether row-level security is involved

For a programmatic query, include the complete procedure call where possible.

For example:

CALL CUBE.QUERY_CUBE(
    'FINANCE',
    '{"ACCOUNT":["Revenue"],"PERIOD":["Jan"]}',
    NULL,
    NULL
);

Do not replace the failing POV with a simplified example unless the simplified example reproduces the same problem.

What should I provide for a formula problem?

For a formula issue, provide:

• Cube name
• Dimension name
• Calculated member name
• Formula text
• Query POV that demonstrates the issue
• Expected result
• Actual result or error
• Relevant solve order
• Whether the formula references other calculated members
• Whether the behavior changes by user or security scope

If the formula is rejected during validation, include the validation error.

If it validates but performs poorly, use:

CALL CUBE.FORMULA_COST_ESTIMATOR('FINANCE');

and include the relevant output.

See Formula Validation and Health and Diagnostics.

What should I provide for a dimension problem?

For a dimension issue, provide:

• Cube name
• Dimension name
• Source dimension definition table, when applicable
• Whether the issue occurs during validation or rebuild
• Exact validation or rebuild error
• Recent changes to the dimension definition
• Whether the dimension was previously working

When possible, validate the dimension before rebuilding it:

CALL CUBE.VALIDATE_DIMENSION(
    'FINANCE',
    'ENTITY'
);

Use the exact procedure syntax documented for your configuration.

See Dimension Validation and Rebuilding Dimensions.

What should I provide for a security problem?

For a security issue, provide:

• Cube name
• Affected Snowflake user
• Secured dimension or dimensions
• Relevant active security rules
• Member being queried
• Query POV
• Expected permitted scope
• Actual result

Remember that Casabase Cube row-level security is opt-in per user.

A user with application access but no active security rules for the cube is unrestricted by Casabase Cube row-level security.

When troubleshooting unexpected access, verify both:

Application Access
       +
Active Security Rules
       │
       ▼
Effective Access

See Access Control.

What should I provide for a performance problem?

For a performance issue, provide:

• Cube name
• Query POV
• Approximate execution time
• Snowflake warehouse used
• Whether calculated members are involved
• Whether the problem affects one query or many queries
• Approximate time period when the issue occurred

Useful diagnostic procedures include:

CALL CUBE.PERFORMANCE_REPORT('FINANCE', '30');

CALL CUBE.SLOW_QUERY_INSPECTOR(
    'FINANCE',
    NULL,
    '7',
    NULL
);

CALL CUBE.FORMULA_COST_ESTIMATOR('FINANCE');

See Performance & Scalability and Health and Diagnostics.

Can Casabase Cube recommend performance optimizations?

Yes.

Casabase Cube can analyze workload history and recommend Snowflake physical optimizations.

For example:

CALL CUBE.RECOMMEND_CLUSTERING(
    'FINANCE',
    NULL,
    NULL,
    NULL
);

and:

CALL CUBE.RECOMMEND_SEARCH_OPTIMIZATION(
    'FINANCE',
    NULL,
    NULL,
    NULL
);

Review the recommendations before applying changes.

See Health and Diagnostics.

What should I do if a query is refused rather than executed?

Read the returned error and change the query accordingly.

Casabase Cube deliberately refuses some unsupported or excessively expensive query shapes rather than silently approximating a result.

Examples can include:

• Too many calculated dimensions
• Excessively broad calculated-member expansion
• Unsupported formula semantics
• Missing context required for a calculation

Do not repeatedly retry an identical refused query.

A deterministic scale or semantic refusal normally requires changing the query rather than retrying it.

See Querying and Formulas.

What should I do if a dimension rebuild appears to be blocked?

A previous interrupted build can leave a stale build lock that prevents another rebuild from starting.

Review the applicable health and diagnostic information before removing a lock.

Build locks exist to prevent conflicting operations from modifying the same cube structures concurrently, so they should not be cleared casually while a legitimate build is still running.

See Rebuilding Dimensions and Health and Diagnostics.

What should I do after an application upgrade if something does not look right?

First verify the installed application version and run the recommended post-upgrade validation.

Then:

1. Run the appropriate health checks.
2. Verify important cube configuration.
3. Test a representative query.
4. Review any unexpected errors.
5. Generate support information if the issue remains.

For example:

CALL CUBE.GENERATE_SUPPORT_INFO(NULL);

or for a specific cube:

CALL CUBE.GENERATE_SUPPORT_INFO('FINANCE');

See Application Upgrades.

Can I use the audit log while troubleshooting?

Yes.

The audit log can help determine whether an administrative or application change occurred around the time a problem began.

For example, it can help investigate:

• Configuration changes
• Security changes
• Governance changes
• Other auditable application activity

Use the available audit filters to narrow the relevant time period, cube, or event type.

See Audit Log.

Can I export audit information for an investigation?

Yes.

Casabase Cube provides:

EXPORT_AUDIT_LOG

with filters for items such as:

• Start date
• End date
• Event type
• Cube name
• Result limit

This can help isolate the activity relevant to an operational or security investigation.

See Audit Log.

Does Casabase support need direct access to my Snowflake account?

Casabase Cube’s architecture does not require Casabase Software to have routine direct access to the customer’s Snowflake account or cube data.

Diagnostic information can be generated within the customer’s environment and shared when appropriate.

Organizations should follow their own security and data-handling policies when deciding what diagnostic information to provide.

See Data Storage & Boundaries.

Should I send customer data with a support request?

Only provide the minimum information necessary to diagnose the issue and follow your organization’s data-handling requirements.

In many cases, support can begin with:

• Error messages
• Procedure calls
• POV definitions
• Metadata
• Diagnostic output
• Application version information

rather than business fact data.

If sample data is required to reproduce an issue, use appropriately approved or sanitized data whenever possible.

Should I include screenshots?

Screenshots can be useful for interface issues when they clearly show:

• The page or feature involved
• The visible error
• The selected configuration
• The sequence that produced the problem

For SQL, POV, formula, or procedure errors, also provide the underlying text whenever possible so it can be reviewed directly.

How can I make a support issue easier to reproduce?

Provide a minimal reproducible example when possible.

A useful structure is:

Environment
    │
    ▼
Cube / Dimension
    │
    ▼
Exact Steps
    │
    ▼
Exact Input
    │
    ▼
Actual Result
    │
    ▼
Expected Result

For query issues, include the smallest POV that still reproduces the behavior.

For formula issues, include the relevant formula and the query context required to demonstrate it.

For dimension issues, identify the smallest metadata change that reproduces the validation or rebuild problem.

What should I do before making major troubleshooting changes?

Preserve enough information to understand the current state.

Depending on the issue, this can include:

• Exporting cube configuration
• Capturing diagnostic output
• Recording current settings
• Saving the failing query or formula
• Reviewing audit history

Avoid making several unrelated configuration changes at once.

Changing one relevant variable at a time makes it easier to determine what resolved the issue and reduces the risk of introducing a second problem.

Should I drop and recreate a cube to fix a problem?

Not as a first troubleshooting step.

DROP_CUBE is a destructive administrative operation and should not be used as a general-purpose reset mechanism.

Use the available validation, rebuild, health, diagnostics, configuration export, and support tools first.

If recreation is ultimately required, preserve any configuration needed for recovery and follow the documented cube lifecycle procedures.

See Dropping a Cube and Exporting & Importing Configuration.

Where can I find troubleshooting documentation?

Use the Troubleshooting section for issue-specific guidance.

For administrative diagnostics, see:

• Health and Diagnostics
• Audit Log
• Operational Tasks

For feature-specific problems, use the corresponding documentation section before escalating the issue.

How do I contact Casabase support?

Use the support contact method provided by Casabase Software for your organization or deployment.

When opening a support request, include the relevant diagnostic and reproduction information described on this page so the issue can be investigated efficiently.

Do not include credentials, private keys, authentication tokens, or other secrets.

What is the recommended support workflow?

A typical workflow is:

Identify the Problem
        │
        ▼
Review Documentation
        │
        ▼
Run Health / Validation Checks
        │
        ▼
Capture Exact Error and Inputs
        │
        ▼
Generate Support Information
        │
        ▼
Collect Relevant Audit / Performance Data
        │
        ▼
Contact Support
        │
        ▼
Validate the Resolution

This provides enough context to distinguish configuration, security, calculation, performance, and application-state issues without requiring unnecessary access to customer data.