Getting Additional Help

If an issue remains after using the relevant troubleshooting and diagnostic procedures, collect enough information to reproduce and isolate the problem before contacting Casabase support.

A useful support request should answer four questions:

What Were You Doing?
        │
        ▼
What Did You Expect?
        │
        ▼
What Actually Happened?
        │
        ▼
What Diagnostic Information Is Available?

Providing this context helps distinguish configuration, access, calculation, performance, and application-state issues without requiring unnecessary access to customer data.

Before Requesting Support

For a configured cube, run Health Check when appropriate:

CALL CUBE.HEALTH_CHECK('FINANCE');

Then review findings that require attention:

SELECT *
FROM TABLE(RESULT_SCAN(LAST_QUERY_ID()))
WHERE STATUS <> 'OK';

Health Check reports cube, dimension, source-configuration, query-support, configuration-integrity, and formula-health conditions that can identify the problem before escalation.

See Using Health Check.

Generate Support Information

Casabase Cube provides a diagnostic procedure specifically for support troubleshooting.

For a specific cube:

CALL CUBE.GENERATE_SUPPORT_INFO('FINANCE');

For system-level information:

CALL CUBE.GENERATE_SUPPORT_INFO(NULL);

GENERATE_SUPPORT_INFO returns diagnostic information including application version, configuration, and application state.

Use the cube-specific form when the problem is isolated to one cube. Use the system-level form when the issue affects the application more broadly.

Support Information Is Not Automatically Transmitted

Running:

CALL CUBE.GENERATE_SUPPORT_INFO(...);

does not automatically send information to Casabase Software.

The diagnostic output is generated within the customer’s Snowflake environment so it can be reviewed and provided to support when appropriate.

This allows the customer to control what diagnostic information is included with the support request.

Information to Collect

For most issues, collect:

• Casabase Cube version
• Cube name
• Operation being performed
• Exact error message
• Relevant SQL or procedure call
• Query POV, when applicable
• Expected behavior
• Actual behavior
• Whether the issue affects one user or multiple users
• Whether the issue began after a configuration change, rebuild, data load, or application upgrade
• Relevant Health Check or diagnostic output
• Approximate time the issue occurred

Preserve the exact failing input whenever possible.

For SQL-based operations, include the complete procedure call rather than describing it from memory.

Do Not Include Credentials

Do not include:

• Passwords
• Private keys
• Authentication tokens
• API secrets
• Other credentials

in a support request.

If diagnostic output contains information your organization considers sensitive, review it before providing it to support.

Query Problems

For a query issue, provide:

• Cube name
• Query interface used
• Exact POV
• Exact error message, if any
• Expected result
• Actual result
• 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 query reproduces the same problem.

See Query Returns No Data for query-specific troubleshooting.

Formula Problems

For a formula issue, provide:

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

If the formula fails validation, include the validation error.

If the formula validates but performs poorly, run:

CALL CUBE.FORMULA_COST_ESTIMATOR('FINANCE');

and include the relevant output.

For migrated formulas, include the original Oracle Essbase or Oracle Cloud EPM source formula when it is relevant to a translation problem.

See Formula Errors.

Dimension Problems

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 previously worked
• Whether another build was running
• Relevant Health Check findings

When possible, validate the dimension before attempting repeated rebuilds:

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

Use the exact procedure syntax documented for the current configuration.

If the issue involves a build lock, indicate whether you confirmed that no legitimate build was still running before treating the lock as stale.

See Dimension Validation & Build Errors.

Access and Permission Problems

For an access problem, identify which access layer is failing.

Provide:

• Installed Casabase Cube application name
• Affected Snowflake user
• Active Snowflake role
• Required Casabase Cube application role
• Operation the user cannot perform
• Exact error
• Relevant application grants
• Relevant customer-object grants, when applicable

If the problem involves a customer-owned table or stage, identify the object without including credentials.

For example:

SOURCE_DB.FINANCE.GL_FACT

or:

SOURCE_DB.FINANCE.IMPORT_STAGE

See Access & Permission Issues.

Row-Level Security Problems

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.

Performance Problems

For a performance issue, provide:

• Cube name
• Complete 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
• Whether performance recently changed

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');

These diagnostics help separate query-shape, formula-cost, and broader workload issues.

See Performance Issues.

Refused Queries

If Casabase Cube refuses a query rather than executing it, include the complete returned error.

A deterministic refusal can indicate conditions such as:

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

Do not repeatedly retry the identical refused query.

The returned error is important because a semantic or scale refusal generally requires changing the query rather than retrying it.

Problems After an Application Upgrade

If an issue begins after an application upgrade, collect:

• Previous version, if known
• Current installed version
• Approximate upgrade time
• Affected cube or cubes
• Upgrade-related audit failures
• Health Check results
• A representative query and expected result
• Status of scheduled queries, when applicable

A recommended post-upgrade check includes verifying the installed version, reviewing upgrade migration failures, running Health Check for each cube, testing a known query, and confirming scheduled queries.

Generate system-level support information when appropriate:

CALL CUBE.GENERATE_SUPPORT_INFO(NULL);

See Application Upgrades.

Review the Audit Log

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

Useful investigation areas include:

• Configuration changes
• Security changes
• Governance changes
• Application upgrade activity
• Other auditable application operations

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

See Audit Log.

Preserve the Current State Before Major Changes

Before making a destructive or broad troubleshooting change, 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.

Do Not Drop and Recreate a Cube as a General Troubleshooting Step

DROP_CUBE is a destructive administrative operation.

Do not use it as a general-purpose reset mechanism.

Use the available:

Validation
    │
    ▼
Rebuild
    │
    ▼
Health Check
    │
    ▼
Diagnostics
    │
    ▼
Configuration Export
    │
    ▼
Support Tools

before considering recreation.

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

See Dropping a Cube and Exporting & Importing Configuration.

Create the Smallest Reproducible Case

When possible, reduce the problem to the smallest input that still demonstrates the behavior.

For example:

Large Failing Query
        │
        ▼
Remove Unrelated Selections
        │
        ▼
Still Fails?
        │
        ├── Yes ──► Continue Reducing
        │
        └── No  ──► Restore Last Relevant Element

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

For formula issues, preserve the formula and dimensional context required to demonstrate the problem.

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

Do not simplify away the condition that causes the issue.

Contacting Casabase Support

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

When opening the request, include the relevant diagnostic and reproduction information described on this page.

A useful issue summary is concise and specific:

Cube: FINANCE
Area: Querying
Issue: Revenue query returns no rows for one user
Expected: North America revenue for Jan
Actual: Empty result
Started: After Entity security-rule change
Diagnostics: HEALTH_CHECK has no relevant errors
Reproduction: Included QUERY_CUBE call and active security rules

This is more useful than a general description such as:

The cube is not working.

Recommended Support Workflow

Use the following sequence:

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

This workflow provides the information needed to investigate the problem while keeping the troubleshooting process focused.

Related Topics

• Troubleshooting Overview
• Using Health Check
• Access & Permission Issues
• Dimension Validation & Build Errors
• Query Returns No Data
• Formula Errors
• Performance Issues
• Health and Diagnostics
• Audit Log
• Application Upgrades