Ag Ci

IBM Social Media Analytics
Version 1.3.0
Administration Guide
Note
Before using this information and the product it supports, read the information in Notices on page 45.
Product Information
This document applies to IBM Social Media Analytics Version 1.3.0 and may also apply to subsequent releases.
Licensed Materials - Property of IBM
Copyright IBM Corporation 2010, 2014.
US Government Users Restricted Rights Use, duplication or disclosure restricted by GSA ADP Schedule Contract
with IBM Corp.
Contents
Introduction . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . v
Chapter 1. What's new? . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1
Changed features in 1.3.0.0.3 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1
Simpler BoardReader license key management . . . . . . . . . . . . . . . . . . . . . . . 1
New features in version 1.3 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1
Start, restart, or stop individual services or web applications . . . . . . . . . . . . . . . . . . 1
Changed features in version 1.3 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1
Changes to importing and exporting hotwords . . . . . . . . . . . . . . . . . . . . . . . 1
New features in version 1.2 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2
Influencer reports configuration . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2
Import and export of project configurations . . . . . . . . . . . . . . . . . . . . . . . . 2
Document limiter . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2
Disk space management . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2
Ability to delete specific analysis data . . . . . . . . . . . . . . . . . . . . . . . . . . 3
Ability to regenerate API keys . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3
Chapter 2. Overview of Social Media Analytics . . . . . . . . . . . . . . . . . . . 5
Chapter 3. Export and import project configuration . . . . . . . . . . . . . . . . . 7
Exporting a project configuration . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7
Importing a project configuration . . . . . . . . . . . . . . . . . . . . . . . . . . . . 8
Chapter 4. Influencer reports configuration . . . . . . . . . . . . . . . . . . . . 11
Configuring the influencer configuration file . . . . . . . . . . . . . . . . . . . . . . . . 11
Updating the influencer configuration file . . . . . . . . . . . . . . . . . . . . . . . . . 15
Chapter 5. Social Media Analytics services and web applications . . . . . . . . . . 17
Starting Social Media Analytics services and web applications . . . . . . . . . . . . . . . . . . 18
Restarting Social Media Analytics services and web applications. . . . . . . . . . . . . . . . . . 19
Stopping Social Media Analytics services and web applications . . . . . . . . . . . . . . . . . . 20
Deleting analysis data for specific authors or web addresses . . . . . . . . . . . . . . . . . . . 21
Regenerating the public and private API keys . . . . . . . . . . . . . . . . . . . . . . . . 23
Viewing the limit for downloadable documents from BoardReader . . . . . . . . . . . . . . . . . 23
Changing the limit for downloadable documents from BoardReader . . . . . . . . . . . . . . . . 24
Chapter 6. Disk space management . . . . . . . . . . . . . . . . . . . . . . . 27
Checking available disk space . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 27
Freeing up space on the Hadoop shared disk . . . . . . . . . . . . . . . . . . . . . . . . 28
Freeing up disk space on the data node server . . . . . . . . . . . . . . . . . . . . . . . 28
Chapter 7. BoardReader license management . . . . . . . . . . . . . . . . . . . 31
Updating the BoardReader license key . . . . . . . . . . . . . . . . . . . . . . . . . . 31
Chapter 8. The Data Fetcher Development Kit . . . . . . . . . . . . . . . . . . . 33
Appendix A. Accessibility features. . . . . . . . . . . . . . . . . . . . . . . . 35
Keyboard shortcuts . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 35
Appendix B. Troubleshooting and support for IBM Social Media Analytics . . . . . . 37
Troubleshooting checklist for IBM Social Media Analytics . . . . . . . . . . . . . . . . . . . . 37
Troubleshooting resources for IBM Social Media Analytics . . . . . . . . . . . . . . . . . . . . 38
Support Portal . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 38
Copyright IBM Corp. 2010, 2014 iii
Information gathering . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 38
Service requests . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 38
Business Analytics Client Center . . . . . . . . . . . . . . . . . . . . . . . . . . . 38
Fix Central . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 39
Knowledge bases . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 39
Collecting logging information . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 39
Jobs fail with error no disk space is available . . . . . . . . . . . . . . . . . . . . . . . . 40
Minimizing out of memory errors when running multiple projects simultaneously . . . . . . . . . . . 40
Changing the buffer size for read and write operations . . . . . . . . . . . . . . . . . . . . 40
Minimizing out of memory errors when fetching a large number of documents . . . . . . . . . . . . 41
Increasing the heap size for WebSphere Embedded Application Server in large deployments . . . . . . . . 41
Temporary directory not found errors when IBM Hadoop master node mounts external NFS server . . . . . . 42
Resolving an error when you create a project . . . . . . . . . . . . . . . . . . . . . . . . 43
Notices . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 45
Index . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 49
iv IBM Social Media Analytics Version 1.3.0: Administration Guide
Introduction
This administration guide is intended for use in the administration of IBM
Social
Media Analytics.
This guide includes procedures about how to manage Social Media Analytics
services, back up and restore configuration files, and tune performance.
Audience
This administration guide is intended for Social Media Analytics system
administrators.
Finding information
To find Social Media Analytics product documentation on the web, access the IBM
Knowledge Center (http://www.ibm.com/support/knowledgecenter/SSJHE9/
welcome). Release Notes are published directly to the Knowledge Center, and
include links to the latest technotes and APARs.
You can also read PDF versions of the product release notes and installation guides
directly from IBM product disks.
Accessibility features
Accessibility features help users who have a physical disability, such as restricted
mobility or limited vision, to use information technology products. Social Media
Analytics has accessibility features. For information about these features, see
Appendix A, Accessibility features, on page 35.
IBM HTML documentation has accessibility features. PDF documents are
supplemental and, as such, include no added accessibility features.
Forward-looking statements
This documentation describes the current functionality of the product. References
to items that are not currently available may be included. No implication of any
future availability should be inferred. Any such references are not a commitment,
promise, or legal obligation to deliver any material, code, or functionality. The
development, release, and timing of features or functionality remain at the sole
discretion of IBM.
Samples disclaimer
The Sample Outdoors Company, GO Sales, and any variation of the Sample
Outdoors name depict fictitious business operations with sample data used to
develop sample applications for IBM and IBM customers. These fictitious records
include sample data for sales transactions, product distribution, finance, and
human resources. Any resemblance to actual names, addresses, contact numbers, or
transaction values is coincidental. Other sample files may contain fictional data
manually or machine generated, factual data compiled from academic or public
sources, or data used with permission of the copyright holder, for use as sample
data to develop sample applications. Product names referenced may be the
Copyright IBM Corp. 2010, 2014 v
trademarks of their respective owners. Unauthorized duplication is prohibited.
vi IBM Social Media Analytics Version 1.3.0: Administration Guide
Chapter 1. What's new?
This section contains a list of new features that affect the administration of IBM
Social Media Analytics for this release.
Changed features in 1.3.0.0.3
Some features have changed in this release.
Simpler BoardReader license key management
To be able to retrieve data from BoardReader, IBM Social Media Analytics must be
updated with any BoardReader license changes. Previously, updating the
BoardReader license key in Social Media Analytics was a multiple step process.
Now, a license update command makes it easy to do.
For more information, see Updating the BoardReader license key on page 31.
New features in version 1.3
This release contains new features.
Start, restart, or stop individual services or web applications
Previously, commands existed to start, restart, or stop Social Media Analytics
services or web applications all at once. Now, you can control individual services
and web applications. This is especially useful when you need to control a specific
service or web application without impacting in-progress jobs.
Related concepts:
Chapter 5, Social Media Analytics services and web applications, on page 17
You can manage various services and web applications that run on the IBM Social
Media Analytics servers.
Related tasks:
Starting Social Media Analytics services and web applications on page 18
You can start Social Media Analytics services and web applications individually or
all together.
Restarting Social Media Analytics services and web applications on page 19
You can restart Social Media Analytics services and web applications individually
or all together.
Stopping Social Media Analytics services and web applications on page 20
You can stop Social Media Analytics services and web applications individually or
all together.
Changed features in version 1.3
In this release, changes have been made to some features.
Changes to importing and exporting hotwords
Because hotwords are no longer used for retrieval and analysis of data, they are no
longer supported when exporting project configurations.
Copyright IBM Corp. 2010, 2014 1
If you import a configuration that contains hotwords into version 1.3 and you
choose to import themes and concepts, a new theme is created, called Hotwords.
The Hotwords theme contains the imported hotwords as concepts.
For more information about the IBM Social Media Analytics configuration
interface, see the Social Media Analytics User Guide.
Related concepts:
Chapter 3, Export and import project configuration, on page 7
You can export and import the configuration data in a project by doing an export
or import from the management console. You can use export and import as part of
your backup and restore procedures.
New features in version 1.2
This release contains new features.
Influencer reports configuration
There are new influencer reports in Reporting. The influencer reports contain data
that is provided by a third-party influence score provider. Before you can see
influencer data in the influencer reports, you must update the configuration file
with information about your influence score providers.
Related concepts:
Chapter 4, Influencer reports configuration, on page 11
The influencer reports contain data that is provided by a third-party influence
score provider. Before you can see influencer data in the influencer reports, you
must update the configuration file with information about your influence score
providers.
Import and export of project configurations
You can import and export the configuration data for a project through the
management console.
Related tasks:
Exporting a project configuration on page 7
You can export the configuration data for a project by using the management
console from the command line.
Importing a project configuration on page 8
You can import the configuration data for a project by using the management
Document limiter
Your license with IBM limits the number of documents that you can retrieve from
BoardReader each month. You can change this limit by using commands in the
management console. You can configure IBM Social Media Analytics to enforce the
document to prevent a job from running if it exceeds your monthly document
limit.
Disk space management
You can check available disk space and free up disk space on the Hadoop master
and slave nodes and on the data node.
Related tasks:
Checking available disk space on page 27
You can see how much disk space is used on the Hadoop master and slave nodes.
2 IBM Social Media Analytics Version 1.3.0: Administration Guide
Freeing up space on the Hadoop shared disk on page 28
You can free up disk space on the Hadoop master and slave nodes.
Freeing up disk space on the data node server on page 28
You can free up disk space on the data node server by performing a clean up
operation on a number of different directories.
Ability to delete specific analysis data
You can delete content for specific authors or web addresses from the analyzed
data that is stored in IBM Social Media Analytics databases.
Related tasks:
Deleting analysis data for specific authors or web addresses on page 21
Ability to regenerate API keys
You can now generate and publish the set of public and private API keys.
Related tasks:
Regenerating the public and private API keys on page 23
The set of public and private keys that is used to sign the IBM Social Media
Analytics APIs is generated and published as part of the installation. If necessary,
you can regenerate and republish a new set of keys.
Chapter 1. What's new? 3
Chapter 2. Overview of Social Media Analytics
IBM Social Media Analytics is a business analysis application that helps your
organization analyze content in social media.
Social Media Analytics helps you gain insight into social media discussions that are
related to your key focus for analysis. It helps your organization answer the
following types of questions:
v What are consumers saying and hearing about my brand?
v What are the most talked about product attributes in my product category? Is
the feedback good or bad?
v What is the competition doing to excite the market?
v Is my employer reputation affecting my ability to recruit top talent?
v What are the reputations of the new vendors that I am considering?
v What issues are most important for my constituency?
The Welcome page
You access projects from the Welcome page. For each project, you can go to
Reporting, Analysis, and Configuration.
IBM Social Media Analytics system administrators can create and delete projects.
Both system administrators and project administrators can import and export the
configuration data for a project.
In Reporting, you can quickly assess social media results and pinpoint areas for
further analysis by using predefined reports that are provided with Social Media
Analytics. You can also explore further analysis options by using IBM Cognos
Business Intelligence.
In Analysis, you explore results in detail by slicing and dicing the content. You can
analyze snippets by searching, filtering, and drilling down into them.
In Configuration, you define terms for themes and concepts to extract social media
from blogs, discussion forums and message boards, Twitter, news sites, review
sites, and video sites. The terms that you define are based on your business
objective for analyzing social media. These rules are used to extract sections of text
from the set of documents. The sections of text that are known as snippets, are the
parts of a document that are relevant to the area that you want to analyze.
The Current usage progress bar shows the number of documents that have been
retrieved out of your monthly limit. The value is displayed as a percentage. The
Current usage progress bar is also displayed in Configuration.
Access to projects and management of projects is determined by the roles that your
user ID is assigned to. The projects and functionality that you see on the Welcome
page might be different from the projects and functionality that your colleagues see
because your user IDs can be assigned to different roles. For more information
about users and roles, see the IBM Social Media Analytics User Guide.
The Welcome page contains the following links:
v Help link to the product documentation.
v Getting Started link that displays The Welcome page topic.
v How To Videos link to a series of short videos that demonstrate Social Media
Analytics functionality.
Social Media Analytics key terms
To work with Social Media Analytics effectively, you should understand the
following terms:
Use case
A specific scenario that you want to analyze. For example, in Social Media
Analytics you can analyze features of a product, analyze topics over
different time periods, and allow different groups of people to access an
analysis. Each of these scenarios is a use case. You configure a use case in
Configuration, and review and analyze the results in Reporting and
Analysis.
Project
The environment in Social Media Analytics where use cases are configured,
reviewed, and analyzed. You can create one project for each use case,
which helps you to manage each use case separately. You can also re-use
projects for different use cases by changing the configuration.
Source
The type of media site that a document comes from. In Social Media
Analytics, sources are blogs, discussion forums and message boards,
Twitter, news sites, review sites, and video sites. For example, the source
for Facebook documents is message boards.
Snippet
A segment of text that is relevant to your analysis. A snippet is identified
by using concept definitions.
Concept
A subject, topic, or idea to search for in social media that is relevant for a
specific use case. For example, if you are doing competitive analysis, you
can define a concept for the competitor name or the product name of a
competitor. Social Media Analytics extracts concepts from the blogs,
discussion forums and message boards, Twitter, news sites, review sites,
and video sites.
Theme
The theme is a central subject for analysis, and contains related concepts.
Projects contain one or more themes.
Sentiment term
A word or words that express the tone of a sentiment. Social Media
Analytics applies linguistic rules to sentiment terms and creates sentiment
phrases in a snippet. These phrases are used to determine the overall
sentiment of the snippet. The sentiment can be positive, negative, neutral,
or ambivalent.
Media set
A group of web addresses that represents a specific category of website.
Area of analysis
In Reporting, the reports are organized into three areas of analysis: Social
Media Impact, Segmentation, and Discovery. Each area of analysis has a set
of reports that enables sophisticated reporting and analysis.
Chapter 3. Export and import project configuration
You can export and import the configuration data in a project by doing an export
or import from the management console. You can use export and import as part of
your backup and restore procedures.
Types of export and import
You can export and import the queries in a project. You can also export and import
any combination of the following analysis rules:
v sentiment terms
v themes and concepts
v media sets
You can also perform export and import from the Welcome page. For more
information, see the IBM Social Media Analytics User Guide.
Exporting a project configuration
You can export the configuration data for a project by using the management
Before you begin
You must know the value of the internal project ID for the project to be exported.
Find the value by searching the cci_topology.xml file for type="Project" where
property name="contextRoot" and value=project ID as displayed on the
Welcome page. The internal project ID is the value where property
name="projectID". In the following example excerpt from the cci_topology.xml
file, the project ID as displayed on the Welcome page is myproject and the
internal project ID is pro00001:
<resource id=project1 state=Complete type=Project>
<properties>
<property name=projectId value=pro00001/>
<property name=contextRoot value=myproject/>
About this task
You can export one project configuration at a time.
Ensure that users are not working in Configuration when you perform this task.
The exported project configuration is stored in a JavaScript Object Notation (.json)
file in a folder that is named with the project ID. The default location of the folder
is stored in the cci_topology.xml file. You can change the default location by
updating the cci_topology.xml file. Look for the value where resource id is
project-config-ui-1 and property name is configFileDir for the user interface node. For
more information about the topology file, see the IBM Social Media Analytics
Installation and Configuration Guide.
Log files for the export process are stored in install_location/cci_tmgmt/
BackupRestoreUtility/logs.
Procedure
1. Log in to the user interface node, as the cciusr user.
2. Type the following command:
./cci_cli.sh -u status=complete -r post:/projects/internal_project_ID
/exportConfiguration:{"file":"file_name",
"datafetcher":true|false,"sentiments":true|false,
"typesconcepts":true|false,"mediasets":true|false}
Where internal_project_ID is the internal project ID that you determined in the
About this task section and file_name is the name of the file to export to. You can
also specify an absolute or relative path with the file name. If you specify a
relative path, the path is relative to the path that is stored in the
cci_topology.xml file. Do not insert blanks in the text that occurs between the
braces ({}). In the following example the queries, themes, and concepts for the
project with internal project ID pro00001 are exported to /home/cciusr/
Project1_backup.json.
./cci_cli.sh -u status=complete -r post:/projects/pro00001/exportConfiguration:
{"file":"/home/cciusr/Project1_backup","datafetcher":true,
"sentiments":false,"typesconcepts":true,"mediasets":false}
Importing a project configuration
You can import the configuration data for a project by using the management
Before you begin
The project that you want to import in to must exist in IBM Social Media
Analytics.
You must know the value of the internal project ID for the project that you want to
import in to. Find the value by searching the cci_topology.xml file for
type="Project" where property name="contextRoot" and value=project ID as
displayed on the Welcome page. The internal project ID is the value where
property name="projectID". In the following example excerpt from the
cci_topology.xml file, the project ID as displayed on the Welcome page is
myproject and the internal project ID is pro00001:
<resource id=project1 state=Complete type=Project>
<properties>
<property name=projectId value=pro00001/>
<property name=contextRoot value=myproject/>
About this task
You can import one project configuration at a time.
Ensure that users are not working in Configuration when you perform this task.
Log files for the import process are stored in the install_location/cci_tmgmt/
BackupRestoreUtility/logs directory.
Procedure
1. Log in to the user interface node, as the cciusr user.
./cci_cli.sh -u status=complete -r post:/projects/internal_project_ID/
importConfiguration:{"file":"file_name","datafetcher":true|false,
"sentiments":true|false,"typesconcepts":true|false,
"mediasets":true|false}
Where internal_project_ID is the internal project ID that you determined in the
Before you begin section and file_name is the name of the file to import from. You
can also specify an absolute or relative path with the file name. If you specify a
relative path, the path is relative to the path that is stored in the
cci_topology.xml file. Do not insert blanks in the text that occurs between the
braces ({}). In the following example the queries, themes, and concepts from
/home/cciusr/Project1_backup.json are imported in to a project named
pro00001.
./cci_cli.sh -u status=complete -r post:/projects/pro00001/importConfiguration:
{"file":"/home/cciusr/Project1_backup","datafetcher":true,
"sentiments":false,"typesconcepts":true,"mediasets":false}
Chapter 3. Export and import project configuration 9
Chapter 4. Influencer reports configuration
The influencer reports contain data that is provided by a third-party influence
score provider. Before you can see influencer data in the influencer reports, you
must update the configuration file with information about your influence score
providers.
The influencer reports provide an analysis of authors that are based on influence
score or category. This information is derived by analyzing the influencer score
provided by an influence score provider.
If you have a GNIP PowerTrack-enabled BoardReader license key, IBM Social
Media Analytics automatically populates the following scores for Twitter authors:
v The Klout score of the author.
v The number of Twitter followers the author has.
v The number of Twitter friends the author has.
To have more influencer score data display in the influencer reports, you must do
the following actions:
v Obtain a license from one or more influence score providers.
v Configure the influence_score_vendor_configuration.json file. For information
about how to configure the influence_score_vendor_configuration.json file,
see Configuring the influencer configuration file.
After you configure and enable the influence_score_vendor_configuration.json
file, every ad hoc or scheduled job in your project references it. Processing of the
influence scores occurs during the export phase of a job. The dataloader.log file
contains information about and errors that are related to processing of the
influence scores. After a job runs, the influencer data displays in the influencer
reports in Reporting.
If you want to change the influence_score_vendor_configuration.json file after
you have run jobs, perform Updating the influencer configuration file on page
15.
Configuring the influencer configuration file
The influence_score_vendor_configuration.json file contains parameters that
describe the influence score provider API, values to retrieve, retrieval limitations,
and refresh and purge requirements. Perform this task the first time that you
configure the influencer configuration file.
Before you begin
You must know the license key for your influence score provider.
About this task
You can configure the following influence score providers:
Klout Klout supports one type of score, called score.
Note: If you have a GNIP PowerTrack-enabled BoardReader license key,
IBM Social Media Analytics populates the Klout score. Do not configure
Klout separately in this case.
BoardReader
If you have a GNIP PowerTrack-enabled BoardReader license key, you can
get Klout scores through the BoardReader API.
Note: You can configure the file to get Klout scores directly from Klout or
through BoardReader, but not both.
Other third-party provider
An influence score provider other than Klout.
The influence_score_vendor_configuration.json file and the
influence_score_vendor_configuration.json.template file are stored on the data
node. The location of these files depends on the path that is chosen when you
install the product. The default location is /local/cci/prod/dls/services/
Dataloader/conf.
The influence_score_vendor_configuration.json file contains default entries for
Klout. The influence_score_vendor_configuration.json.template file contains
sample entries for BoardReader and other third-party influence score providers.
You can copy entries from the
influence_score_vendor_configuration.json.template file, paste them in to the
influence_score_vendor_configuration.json file, and modify them as required.
If you are working on a Linux operating system, you can use the vi editor or other
text editor to edit the file. If you are working on a Microsoft Windows operating
system, ensure that there are no CTRL-M characters in the file before you copy it
back to your Linux operating system.
After you complete this task, every ad hoc or scheduled job in your project will
reference the influence_score_vendor_configuration.json. If you want to update
the file, see Updating the influencer configuration file on page 15.
The following list explains the parameters in the configuration file. For Klout, you
must configure author_id_url and influence_url. Consider using the default
values initially and then modifying them after you run a job and see the results in
the influencer reports:
api_id Identifies the API of the influence score provider.
document_source, site_url, media_set
Influence score provider APIs provide scores for authors for specific
document sources (for example, Twitter), social media sites (for example,
twitter.com), or media sets (sets of sites). Use the document_source,
site_url, and media_set parameters to specify the content sources that are
applicable for this API. You must specify at least one of these parameters.
Social Media Analytics calls the influence score provider API with authors
from only content that matches the parameters.
author_nickname
The column name in the IBM DB2
database Author dimension that is

used as the author name for the influence score provider API. Do not
change this parameter.
author_id_url
The web address that provides the value for the ID of an author,
AUTHOR_ID. The web address must include authentication tokens if they are
required. The web address can contain a reference to author_nickname,
which Social Media Analytics substitutes for the actual value. Replace
@api_key@ with your API license key.
This parameter is required for Klout. Klout has a two-step process for
providing influencer scores. The first step retrieves the identity of the
author by using this parameter. The second step uses the influence_url to
get the influence score for the author. For API providers that do not
support this two-step process, exclude this parameter from the file.
influence_url
The web address of the influence score provider that provides the
influencer data. The web address must include authentication tokens if
they are required. The web address can contain a reference to
author_nickname, which Social Media Analytics substitutes for the actual
value. Replace @api_key@ with your license key.
maximum_requests
The maximum number of authors that the API allows in a single retrieve.
If default value of empty string is used, then scores for all authors that
match the filter parameters are retrieved.
purge_interval
Number of days after which the score is for an author. Some influence
score providers limit the number of days that a score can be kept. If your
influence score provider limits the number of days that a score can be kept,
enter the value here. This value must be greater than or equal to 5 so that
Social Media Analytics can download scores for a larger set of authors over
time. This value must be greater than the value of the Interval field in a
scheduled job. If this value is less than the value of Interval, the scores are
not deleted.
refresh_interval
Number of days after which the score is refreshed for an author. The
refresh date determines which authors to update when the job runs. If no
refresh date is specified, authors are deleted based on the value of
purge_interval.
score_mappings
For each score that you want to receive, configure one score_mappings
section. An influencer report contains a list in which you can select one
score to be displayed in the report. For each score_mappings section that
you configure, there is one entry in the list in the report. You must define
at least one score_mappings section for each of your influence score
providers. You can define a maximum of 7 continuous scores and 14
categorical scores.
score_parameter
The parameter name in the JSON response that holds the score.
The value can be a JSON path in the case where the score is nested
in the response. For example, in the following JSON response, the
JSON paths are data.influence and data.outreach:
Chapter 4. Influencer reports configuration 13
"data": [
{
"influence": 773,
"name": "PeopleBrowsr",
"outreach": 7
}
score_type
Valid values are continuous and categorical. A continuous score
can be used to show authors with the highest X scores. Categorical
scores can be put into discrete categories or bins to show influence
score distribution across all authors.
display_name
Name of the influence score that is displayed in the reports. The
name must be unique in this file.
binning
This parameter specifies the binning strategy to be applied for
continuous score. Set this parameter to none if you want to use the
continuous score as is. If you want to convert a continuous score
into a categorical set this parameter to fixedWidth.
binning_valueRange
If binning = fixedWidth, this parameter specifies the value range
for the result parameter. For example, Klout scores have a range of
0 - 100. Therefore, set this parameter to [0 - 100].
binning_numberOfBins
If binning = fixedWidth, this parameter specifies the number of
bins to use. For example, if the value of binning_valueRange is [0
- 100], and you set the value of binning_numberOfBins to 5, then
there are five bins with a bin size of 20.
Procedure
1. Open the influence_score_vendor_configuration.json file in a text editor.
2. Change the value of influence_score_enabled to true.
Tip: To temporarily disable influence score data retrieval, set this value to false.
3. Find the section in the file for your influence score provider. If you do not see
it, the influence_score_vendor_configuration.json.template file contains
sample entries that you can copy and paste in to
influence_score_vendor_configuration.json.
4. Update the required parameters for one or more influence score providers as
described in the following steps:
a. For Klout, update influence_url and author_id_url. For both parameters,
replace @api_key@ with your Klout API license key.
b. For a PowerTrack-enabled BoardReader license key, set both influence_url
and author_id_url to empty string. Set api_id to Klout.
5. Leave the default values for the other parameters as they are defined or change
them for your business requirements.
6. Save the file.
Updating the influencer configuration file
After you have configured and enabled the
influence_score_vendor_configuration.json file and run jobs that reference it,
you might need to update it. For example, you want to add an influence score
provider. In this situation, there are some special considerations to be aware of.
About this task
The influence_score_vendor_configuration.json file and the
influence_score_vendor_configuration.json.template file are stored on the data
node. The location of these files depends on the path that is chosen when you
install the product. The default location is /local/cci/prod/dls/services/
Dataloader/conf.
If you are working on a Linux operating system, you can use the vi editor or other
text editor to edit the file. If you are working on a Microsoft Windows operating
system, ensure that there are no CTRL-M characters in the file before you copy it
back to your Linux operating system.
For detailed information about the parameters in the influencer configuration file,
see Configuring the influencer configuration file on page 11.
Procedure
1. Edit the influence_score_vendor_configuration.json.
2. Ensure that the value of influence_score_enabled is true.
Tip: To temporarily disable influence score data retrieval, set this value to false.
3. Make your changes and save the file.
4. If you made any of the following changes, you must re-create the scheduled
jobs that existed before you updated the file:
v Added or deleted an influence score provider.
v Added, deleted, or changed a score_mappings section.
Chapter 4. Influencer reports configuration 15
Chapter 5. Social Media Analytics services and web
applications
The Social Media Analytics architecture uses several server nodes; the server nodes
do not necessarily map to physical computers. Each node has a special purpose
and runs its own services and applications.
The following table shows the Social Media Analytics services on each node.
Table 1. Social Media Analytics services and their resource IDs
Server node Service Resource ID
User interface
node
WebSphere
Application Server was-ui-1

Apache Web Server apacheweb-ui-1
Data node WebSphere Application Server was-ds-1
DB2 db2-ds-1
Data Loader Service dataloader-ds-1
Open LDAP ldap-ds-1
Document
limiter node
WebSphere Application Server was-dl-1
DB2 db2-dl-1
Hadoop master
node
IBM Hadoop hadoop-hm-1
Flow Manager flowmanager-hm-1
The following table shows the Social Media Analytics web applications on each
node.
Table 2. Social Media Analytics web applications and their resource IDs
Server node Web application Resource ID
User interface
node
Cognos BI web application cognos-ui-1
Social Media Analytics REST API
web application
sma-rest-api-ui-1
Social Media Analytics UI web
application
sma-application-ui-1
Social Media Analytics
Management web application
ssma-mgmt-ui-1
Social Media Analytics Welcome
Page web application
landing-page-ui-1
Administration UI web
application
adminapp-was-ui-1 (one instance per
project)
Analysis UI web application analysisui-was-ui-1 (one instance
per project)
Table 2. Social Media Analytics web applications and their resource IDs (continued)
Server node Web application Resource ID
Data node Analysis DAS web application analysisdas-was-ds-1-pro00001 (one
instance per project)
Document
limiter node
Document limiter web
application
dlapp-dl-1
Starting Social Media Analytics services and web applications
You can start Social Media Analytics services and web applications individually or
all together.
Before you begin
Before you perform this task, do the following actions:
v Log on to the user interface node as the cciusr user.
v Go to the sma_location/cci_installmgr/cci_mngmt/cci_cli/ directory, and
check the status of Social Media Analytics services and web applications by
typing one of the commands from the following table.
Table 3. Commands for checking the status of Social Media Analytics services and web
applications
Action Command
Show the status of an individual service.
Replace resource_id with the resource ID
of the service whose status you want to
see.
./cci_cli.sh -process status resourceId
resource_id
Show the status of an individual web
application.
of the web application whose status you
want to see.
./cci_cli.sh -process statusWebApplications
resourceId resource_id
Show the status of all services. ./cci_cli.sh -process status
Show the status of all web applications. ./cci_cli.sh -process statusWebApplications
Show the status of all services and web
applications.
./cci_cli.sh -process statusAll
Services are listed with a status of RUNNING, STOPPED, UNKNOWN, or
UNAVAILABLE. Services with a RUNNING status are unaffected by start
commands. Services with a STOPPED, UNKNOWN, or UNAVAILABLE status
might not start if they are dependent upon another service that is not running.
Starting a web application service also starts its associated web applications.
Procedure
Type one of the commands from the following table.
Table 4. Commands for starting Social Media Analytics services and web applications
Action Command
Start an individual service.
of the service to be started.
./cci_cli.sh -process start resourceId
resource_id
Start an individual web application.
of the web application to be started.
./cci_cli.sh -process startWebApplications
Start all services. ./cci_cli.sh -process start
Start all web applications. ./cci_cli.sh -process startWebApplications
Start all services and web applications. ./cci_cli.sh -process startAll
Related concepts:
Restarting Social Media Analytics services and web applications
You can restart Social Media Analytics services and web applications individually
or all together.
Before you begin
applications
Action Command
see.
resource_id
application.
want to see.
Chapter 5. Social Media Analytics services and web applications 19
applications (continued)
Action Command
applications.
UNAVAILABLE. Services with a STOPPED, UNKNOWN, or UNAVAILABLE
status might not restart if they are dependent upon another service that is not
running. Restarting a web application service also restarts its associated web
applications. Restarting services or web applications might cause in-progress jobs
to fail.
Procedure
Table 6. Commands for restarting Social Media Analytics services and web applications
Action Command
Stop and restart an individual service.
of the service to be restarted.
./cci_cli.sh -process restart resourceId
resource_id
Stop and restart an individual web
application.
of the web application to be restarted.
./cci_cli.sh -process
restartWebApplications resourceId
resource_id
Stop and restart all services. ./cci_cli.sh -process restart
Stop and restart all web applications. ./cci_cli.sh -process
restartWebApplications
Stop and restart all services and web
applications.
./cci_cli.sh -process restartAll
Related concepts:
Stopping Social Media Analytics services and web applications
You can stop Social Media Analytics services and web applications individually or
all together.
Before you begin
applications
Action Command
see.
resource_id
application.
want to see.
applications.
UNAVAILABLE. Services with a STOPPED status are unaffected by stop
commands. Stopping a web application service also stops its associated web
applications. Stopping services or web applications might cause in-progress jobs to
fail.
Procedure
Table 8. Commands for stopping Social Media Analytics services and web applications
Action Command
Stop an individual service.
of the service to be stopped.
./cci_cli.sh -process stop resourceId
resource_id
Stop an individual web application.
of the web application to be stopped.
./cci_cli.sh -process stopWebApplications
Stop all services. ./cci_cli.sh -process stop
Stop all web applications. ./cci_cli.sh -process stopWebApplications
Stop all services and web applications. ./cci_cli.sh -process stopAll
Related concepts:
Deleting analysis data for specific authors or web addresses
Before you begin
Before you perform this task, ensure that no jobs are running in the export phase.
The export phase of a job loads analysis data into the databases, which conflicts
with the deletion that occurs in this task.
About this task
On the data node, there is a JavaScript Object Notation (.json) file called
blacklistInfo.json.template that is located at /local/cci/prod/dls/services/
Dataloader/conf. Use this file as a template to create a list of authors and web
addresses to be deleted. The following example illustrates how to specify authors
and web addresses in the .json file:
{
"blacklist":
{
"Url" : [ "http://web_address1.com", "http://web_address2.com" ],
"Author" : [ "http://web_address3.com/author", "http://web_address4.com/author" ]
}
}
When you specify a web address, all data that is associated with the domain and
subdomain of the web address is deleted. When you specify an author, all data
that is related to the author is deleted. There is a database for Reporting and a
database for Analysis. The data is removed for all projects in these databases. After
the data is deleted, it does not appear in Reporting or Analysis.
After you complete this task, you can add the command to a crontab job. Adding
the command to a crontab job ensures that the deletion occurs automatically and
regularly for any new data that is added to the databases. Ensure that the
command runs only when no jobs are running the export phase.
Procedure
1. Make a copy of the blacklistInfo.json.template file and save it on the user
interface node. Give the file a unique name. For example,
myblacklistInfo.json.
2. Open myblacklistInfo.json in a text editor.
3. Add web addresses and authors as explained in the About this task section of
this task, and save the file.
4. Log on to the user interface node as the cciusr user.
5. Go to the sma_location/cci_installmgr/cci_mngmt/cci_cli/ directory.
./cci_cli.sh -process blacklist blacklistFile path_to_myblacklistInfo.json
Where path_to_myblacklistInfo.json is the fully qualified path and name of the file
that contains the web addresses and authors to be deleted.
7. When the command completes, go to the dataloader node and look at the
dataloader.log file. If the deletion is successful, then go to the next step. If the
deletion was unsuccessful, the dataloader.log file contains error messages that
help you to troubleshoot the problem. Rerun the ./cci_cli.sh command if
necessary.
8. Log out of Social Media Analytics, and clear your browser cache.
9. Verify that the data is deleted by performing the following steps:
a. Log on to Social Media Analytics. For a project, go to the Search Results tab
in Analysis, and verify that the web addresses and authors that you deleted
do not appear in the list of snippets.
b. For a project, go to Reporting, and view the top influencers page. Verify
that the web addresses and authors that you deleted do not appear in any
of the reports.
Regenerating the public and private API keys
The set of public and private keys that is used to sign the IBM Social Media
Analytics APIs is generated and published as part of the installation. If necessary,
you can regenerate and republish a new set of keys.
About this task
This process generates and publishes a set of public and private keys and refreshes
them on all server nodes that require them. The keys are stored in the installation
location in a folder named apikeys. The default installation location is
/local/ibm/cognos/ci/coninsight/.
Procedure
1. Log on to the user interface node as the cciusr user.
cci_cli.sh -process publishApiKeys
Viewing the limit for downloadable documents from BoardReader
You can see the maximum number of documents that can be retrieved from
BoardReader during a calendar month.
About this task
You can see the following fields:
Limit The maximum number of documents that can be retrieved from
BoardReader during a calendar month. The default value is 12 million.
Enforce Limits
A boolean flag that indicates whether a user can start a job that will exceed
the document limit. If this parameter is set to true, IBM Social Media
Analytics prevents a job from being started if the job will exceed the
document limit. The user must change the job options to lower the number
of documents it retrieves. If this parameter is set to false, a warning
message displays when the job exceeds the document limit. The user can
still run the job.
Warning Threshold
A value that determines the point at which the Current usage progress bar
on the Welcome page changes color to indicate that you are nearing your
document limit. This value represents the ratio of retrieved documents to
the monthly limit. It is expressed as a value between 0.00 and 1.00.
The value in the Usage column shows the number of documents that have been
retrieved to date for the month for each project. The value in the Reserved Docs
column shows the remaining number of documents that are estimated to be
retrieved for a currently running job. This value is set by IBM Social Media
Analytics at the start of a job and is set to zero when the data fetcher phase of the
job finishes. Before a job starts, the total of the values in the Usage column and the
value in the Reserved Docs field is calculated. Depending on the value of Enforce
Limits, Social Media Analytics prevents the job from running or it displays a
warning message and the job can still run.
At the start of a calendar month, the values in the Usage column are set to zero.
To change the values of these parameters, see Changing the limit for
downloadable documents from BoardReader.
Procedure
1. Log on to Social Media Analytics as a user with administrator or system
administrator privileges.
2. Enter the following web address in to the address of the web browser:
http://ui_node_host_name/documentlimiter/admin.jsp
Changing the limit for downloadable documents from BoardReader
Your license with IBM limits the number of documents that you can retrieve from
BoardReader each month. The default limit is 12 million documents. If your license
specifies a different number, you must change this limit by using commands in the
management console.
Procedure
1. Log on to the user interface node server as the cciusr user.
2. Go to the <sma_location>/cci_installmgr/cci_mngmt/cci_cli directory.
3. Run the following command:
./cci_cli.sh -process updateDocLimitDeployment monthlyLimit <newLimit>
warningThreshold <threshold> enforceLimits <true|false>
For example:
./cci_cli.sh -process updateDocLimitDeployment monthlyLimit 1000
warningThreshold 0.90 enforceLimits true
To change the values, you can specify one or more of the following parameters
in the command. If you run the command with no parameters specified, the
current values are displayed:
monthlyLimit
The maximum number of documents that can be retrieved from
BoardReader during a calendar month. The default value is 12 million.
warningThreshold
A value that determines the point at which the Current usage progress
bar on the Welcome page changes color to indicate that you are nearing
your document limit. This value represents the ratio of retrieved
documents to the monthly limit. It is expressed as a value between 0.00
and 1.00.
enforceLimits
A boolean flag that indicates whether a user can start a job that will
exceed the document limit. If this parameter is set to true, IBM Social
Media Analytics prevents a job from being started if the job will exceed
the document limit. The user must change the job options to lower the
number of documents it retrieves. If this parameter is set to false, a
warning message displays when the job exceeds the document limit.
The user can still run the job.
Chapter 6. Disk space management
IBM Social Media Analytics stores interim analysis results. Over time, this data
accumulates and fills the disk. Clean up the disk space on the servers periodically.
You can check the following areas for disk space usage and free up space:
v Shared disk space that is mounted on the Hadoop master and slave nodes.
v Local disk space on the data node.
Checking available disk space
You can see how much disk space is used on the Hadoop master and slave nodes.
Procedure
1. Log in to the Hadoop master node as the hadoop user.
2. Find the location of the shared file system by looking in the
$FLWMGR_HOME/toroBackend/flowmanager/scripts/FlowMgr.properties file. The
value of the CLUSTER_FILESYSTEM_PATH entry is the location of the shared file
system.
3. Type the following command to check the disk space usage:
df -h
4. In the output from the command, look for the line that contains the value of
the CLUSTER_FILESYSTEM_PATH entry from the FlowMgr.properties file. This line
shows the percentage of the mounted share file system that is used.
In the following example output, the line that contains /mnt/hdgpfs is the
percentage of the mounted shared file system that is used:
Filesystem Size Used Avail Use% Mounted on
/dev/sda3 79G 9.3G 66G 13% /
udev 16G 192K 16G 1% /dev
/dev/sda1 190M 29M 152M 17% /boot
/dev/sda4 292G 1.9G 275G 1% /local
/dev/sdb1 998G 828G 170G 83% /mnt/hdgpfs
If the percentage used on the Hadoop master node is equal to or greater than
80%, free up disk space on it. For more information, see Freeing up space on
the Hadoop shared disk on page 28.
5. Log in to the data node as the cciusr user.
6. Type the following command to check the disk space usage:
df -h
7. In the output from the command, look for the line that contains the percentage
of the local disk file system that is used.
In the following example output, the line that contains /local is the percentage
of the local disk file system that is used:Simple table that shows the Filesystem
and its related attributes
/dev/sda3 79G 5.5G 70G 8% /
udev 16G 164K 16G 1% /dev
/dev/sda1 190M 30M 152M 17% /boot
/dev/sda4 1.6T 862G 599G 60% /local
If the percentage used on the data node is equal to or greater than 80%, free up
disk space on it. For more information, see Freeing up disk space on the data
node server.
Freeing up space on the Hadoop shared disk
You can free up disk space on the Hadoop master and slave nodes.
Procedure
1. Log in to the Hadoop master node as the hadoop user.
2. Find the location of the shared file system by looking in the
$FLWMGR_HOME/toroBackend/flowmanager/scripts/FlowMgr.properties file. The
value of the CLUSTER_FILESYSTEM_PATH entry is the location of the shared file
system.
3. Ensure that there are no jobs that are running.
4. Type the following commands to remove failed job information:
cd /location_of_the_shared_file_system/cluster/prod/permanentDirs/failedJobs
rm -rf failedJob*
Where location_of_the_shared_file_system is the value of CLUSTER_FILESYSTEM_PATH
that you found in step 2. For example,
cd /mnt/hdgpfs/cluster/prod/permanentDirs/failedJobs
rm -rf failedJob*
5. Type the following commands to remove temporary evolving topics data:
cd /location_of_the_shared_file_system/cluster/prod/permanentDirs/topicEvTemp
rm -rf *
Where location_of_the_shared_file_system is the value of CLUSTER_FILESYSTEM_PATH
that you found in step 2. For example,
cd /mnt/hdgpfs/cluster/prod/permanentDirs/topicEvTemp
rm -rf *
Freeing up disk space on the data node server
You can free up disk space on the data node server by performing a clean up
operation on a number of different directories.
Procedure
1. On the data node server, log on as the cciusr user.
2. Change to the staging directory by typing the following command:
cd <dataloader_data_location>/staging
3. Perform the following actions for each project.
a. Go to the adhoc directory by typing the following command:
cd <project_id>/adhoc
b. Delete all directories, except for the most recent directory, by typing the
following command:
rm -rf $(ls -t | tail -n +2)
c. Go to the scheduled directory by typing the following command:
cd ../scheduled
d. Delete all directories, except the most recent directory by typing the
following command:
rm -rf $(ls -t | tail -n +2)
4. You can clean up log files from the service directory.
a. To clean up the dataloader log files, go to the dataloader directory, by
typing the following command:
cd <dataloader_service_location>/Dataloader
b. Type the following command to remove all log files older than ten days:
find . -name "dataloader.log*" -mtime +10 -exec rm {} \;
Chapter 6. Disk space management 29
Chapter 7. BoardReader license management
To be able to retrieve data from BoardReader, IBM Social Media Analytics must be
updated with any BoardReader license changes.
Updating the BoardReader license key
Update your BoardReader license key information in IBM Social Media Analytics
any time the BoardReader license key information changes.
Before you begin
You must have the following items:
v The BoardReader license key that you received from BoardReader as part of
your license agreement.
v Access to a computer whose IP address or domain is registered with
BoardReader for your BoardReader license key. This information is in your
BoardReader license-related communication.
Ensure that the IP address or domain of the user interface nodes and the Hadoop
Master nodes are registered with BoardReader.
About this task
When you update the BoardReader license key information in Social Media
Analytics according to the following procedure, the license key information is
updated in the cci_topology.xml file on the user interface node and the
crawler.properties file on the Hadoop master node.
Procedure
1. Log on to the user interface node, as the cciusr user.
2. Go to the sma_location/cci_installmgr/cci_mngmt/cci_cli/ directory.
./cci_cli.sh -process changeSetting resourceId boardreader-key-1
propertyName boardreader.key propertyValue valid_BR_key
4. Restart all services by typing the following command:
./cci_cli.sh -process restart
Chapter 8. The Data Fetcher Development Kit
The Data Fetcher Development Kit allows a software developer to integrate a data
source that is not currently available through the standard IBM Social Media
Analytics application. A software developer does this by coding, testing, and
publishing a custom data fetcher to retrieve data from the data source.
The Data Fetcher Development Kit consists of the following parts:
v A specification that defines how to implement the data fetcher so that it can be
integrated in to Social Media Analytics. The specification includes the
parameters that the data fetcher requires. The parameters include the output
directory for the search results, the mode that the data fetcher runs in, start and
end dates, the queries that the data fetcher will run, and other optional
parameters.
v The format and definition of the results to be generated by the data fetcher. The
results must be returned in a JavaScript Object Notification (JSON) files in a
specific format.
v Tools to test and validate the data fetcher.
v Reference implementations that you can use as examples when developing your
data fetcher. These implementations follow the specifications defined in the Data
Fetcher Development Kit.
Detailed information about the Data Fetcher Development Kit, including the
specifications and reference implementations, is available on the IBM Support
Portal (https://www.ibm.com/support/docview.wss?uid=swg27036635). You can
find the latest information about the Data Fetcher Development Kit at this site.
Writing queries for your data fetcher
If you want to run jobs that analyze data from your data fetcher and the
BoardReader search engine at the same time, make sure that your queries work for
both the data source of your data fetcher and the BoardReader search engine.
If you intend to analyze only content from your data fetcher, ensure that your data
fetcher returns a unique source and not one of the Social Media Analytics default
sources: blogs, discussion forums and message boards, Twitter, news sites, review
sites, and video sites. If your data fetcher does return one of the Social Media
Analytics default sources, Social Media Analytics will retrieve data for this source
from both BoardReader and your data fetcher, during an ad hoc or scheduled job.
For more information about writing queries, see the IBM Social Media Analytics User
Guide.
Using your data fetcher
Before you can use your data fetcher, you must do the following things:
1. Publish the data fetcher. This makes it available for use in Social Media
Analytics.
2. Write and test queries for the data source for your data fetcher. If your data
fetcher supports an existing source, it is very important to test your queries to
ensure that they return the results you expect from both the BoardReader
search engine and your data source.
3. Enter queries for your data fetcher in to Social Media Analytics.
4. Run ad hoc or scheduled jobs for the source supported by your data fetcher.
If your data fetcher supports a new source, the new source will appear in
Configuration and Analysis in the areas where you can select a source. If your
data fetcher supports an existing source, you will not see any changes in
Configuration or Analysis. When the job runs, if you have selected a source
that is supported by your data fetcher, your data fetcher will run in the data
fetcher phase and produce results that go into the analysis phase.
Appendix A. Accessibility features
Accessibility features help users who have a physical disability, such as restricted
mobility or limited vision, to use information technology products successfully.
Keyboard shortcuts
IBM Social Media Analytics enables you to use shortcut keys or command keys to
navigate through the user interface. You can use predefined combinations of keys
to perform specific functions.
Social Media Analytics uses the standard Microsoft Windows operating system
navigation keys. The following table lists the keyboard shortcuts that you can use
to navigate in Social Media Analytics.
Table 9. Keyboard shortcuts
Navigation item Description Shortcut key
General Perform default action for an
active command button
Enter or Spacebar
General controls Move forward to the next
control at the same level
Tab
General controls Move backward to the previous
control at the same level
Shift+Tab
Check boxes Toggle a check box to select or
clear
Spacebar
Radio buttons Toggle a radio button to select or
clear
Spacebar
Drop-down lists Open and display the
drop-down list contents
Down Arrow
Drop-down lists Close a drop-down list Escape
Tree lists Expand a node Right Arrow
Tree lists Collapse a node Left Arrow
Scrolling Scroll down Down Arrow or Page Down
Scrolling Scroll up Up Arrow or Page Up
IBM and accessibility
See the IBM Accessibility Center (http://w3.ibm.com/able) for more information
about the commitment that IBM has to accessibility.
Appendix B. Troubleshooting and support for IBM Social
Media Analytics
Using troubleshooting resources can help you resolve common problems without
assistance. When assistance is required to solve an issue, the troubleshooting
resources and checklists can help you collect the information needed to find a
solution.
For a list of known issues, see the Release Notes.
Troubleshooting checklist for IBM Social Media Analytics
Troubleshooting is a systematic approach to solving a problem. The goal of
troubleshooting is to determine why something does not work as expected and
how to resolve the problem.
Review the following checklist to help you or customer support resolve a problem.
__ v Apply all known fix packs, service levels, or program temporary fixes (PTF).
A product fix might be available to resolve your problem.
__ v Ensure that the configuration is supported.
Review IBM Social Media Analytics Supported Software Environments
(www.ibm.com/support/docview.wss?uid=swg27040245).
Review the product requirements for IBM Social Media Analytics
(http://pic.dhe.ibm.com/infocenter/prodguid/v1r0/clarity/index.jsp).
__ v Look up error messages by selecting the product from the IBM Support Portal
(http://www.ibm.com/support), and then typing the error message code into
the Search support box on the right vertical menu bar.
Error messages give important information to help you identify the
component that is causing the problem.
__ v Check the IBM Support Portal (http://www.ibm.com/support) and search for
IBM Social Media Analytics.
__ v Reproduce the problem to ensure that it is not just a simple error.
__ v Check the installation directory structure and file permissions.
The installation location must contain the appropriate file structure and the
file permissions.
For example, if the product requires write access to log files, ensure that the
directory has the correct permission.
__ v Review all relevant documentation, including release notes, technotes, and
proven practices documentation.
Search the IBM knowledge bases to determine whether your problem is
known, has a workaround, or if it is already resolved and documented.
__ v Review recent changes in your computing environment.
Sometimes installing new software might cause compatibility issues.
If the items on the checklist did not guide you to a resolution, you might have to
collect diagnostic data. This data is necessary for an IBM technical-support
representative to effectively troubleshoot and assist you in resolving the problem.
You can also collect diagnostic data and analyze it yourself.
Troubleshooting resources for IBM Social Media Analytics
Troubleshooting resources are sources of information that can help you resolve a
problem that you are having with a product.
Support Portal
The IBM Support Portal is a unified, centralized view of all technical support tools
and information for all IBM systems, software, and services.
The IBM Support Portal lets you access all the IBM support resources from one
place. You can tailor the pages to focus on the information and resources that you
need for problem prevention and faster problem resolution. Familiarize yourself
with the IBM Support Portal by viewing the demo videos (https://www.ibm.com/
blogs/SPNA/entry/the_ibm_support_portal_videos).
Find the content that you need by selecting your products from the IBM Support
Portal (http://www.ibm.com/support).
Searching and navigating for IBM Social Media Analytics
Access to IBM Social Media Analytics product information can now be configured
in the IBM Support Portal, which provides the ability to see all of your links on a
single page.
Information gathering
Before you contact IBM Support, collect diagnostic data (system information,
symptoms, log files, traces, and so on) to help resolve the problem. Gathering this
information helps familiarize you with the troubleshooting process and saves you
time.
For more information, see Collecting logging information on page 39.
Service requests
Service requests are also known as Problem Management Reports (PMRs). Several
methods exist to submit diagnostic information to IBM Software Technical Support.
To open a PMR or to exchange information with technical support, view the IBM
Software Support Exchanging information with Technical Support page
(http://www.ibm.com/software/support/exchangeinfo.html). PMRs can also be
submitted directly by using the Service requests (PMRs) tool (http://
www.ibm.com/support/entry/portal/Open_service_request/Software/
Information_Management/
Cognos_Business_Intelligence_and_Financial_Performance_Management), or one of
the other supported methods that are detailed on the exchanging information page.
Business Analytics Client Center
The Business Analytics Client Center on ibm.com
provides information, updates,

and troubleshooting resources.
To view troubleshooting information, access the Business Analytics Client Center
(http://www.ibm.com/software/analytics/support), and view the information
under "Support".
Fix Central
Fix Central provides fixes and updates for your system's software, hardware, and
operating system.
Use the pull-down menu to navigate to your product fixes on Fix Central
(http://www.ibm.com/support/fixcentral). You might also want to view Getting
started with Fix Central (http://www.ibm.com/systems/support/fixes/en/
fixcentral/help/getstarted.html).
Knowledge bases
You can find solutions to problems by searching IBM knowledge bases.
You can use the IBM masthead search by typing your search string into the Search
field at the top of any ibm.com page.
IBM Knowledge Center
IBM Knowledge Center includes documentation for each release. This
documentation is also available through product help menus.
IBM Social Media Analytics version 1.3 documentation is available in IBM
Knowledge Center (http://www.ibm.com/support/knowledgecenter/
SSJHE9_1.3.0/com.ibm.swg.ba.cognos.sma.doc/welcome.html).
To find links to the latest known problems and APARs, access the Release Notes in
Knowledge Center.
Collecting logging information
To help customer support diagnose error messages, run the collectLogs process to
capture logging information for all IBM Social Media Analytics components on all
nodes to a compressed file. For example, you can use this information to determine
logging, version, and topology information.
Before you begin
You can choose the level of detail that is logged by Social Media Analytics.
Detailed log information is often helpful as you diagnose problems with Web
applications or services, or problems with running jobs when auto-generated
queries are used at the concept level. However, the finer the level of detail, the
greater the performance impact on your application.
To change the level of detail that is logged, log on to the IBM WebSphere
Integrated Solutions Console (http://<user_interface_node>:9060/ibm/console) as
the cciusr user. Go to Troubleshooting > Logs and trace. Select sma1 and choose
Change log detail levels. Click the Runtime tab and optionally click the Save
runtime changes to configuration as well check box. Expand [All Components]
and click com.ibm.sma.* > Message and Trace Levels > fine. Click Apply and
then click OK. Under Logging and tracing, click Save.
Procedure
1. Log on to the user interface node server as the cciusr user.
2. Go to the <sma_location>/cci_installmgr/cci_mngmt/cci_cli directory.
3. Collect logging information by typing the following command:
./cci_cli.sh -process collectLogs [historydays number_of_days]
Appendix B. Troubleshooting and support for IBM Social Media Analytics 39
The historydays parameter is the number of days of logging and diagnostic
history you would like to capture. The default value is 15 days.
4. From the generated output, record the name of the compressed file, the
location, and time of creation.
5. Send the sma_collector_timestamp.zip file to customer support for review.
Jobs fail with error no disk space is available
A job fails and the following error log entry occurs in the FlowManager log: no
disk space is available.
IBM Social Media Analytics uses large amounts of disk space to store interim
analysis results. Over time, these files accumulate and fill the disk.
To resolve this issue, free up disk space. For information about how to free up disk
space, see Chapter 6, Disk space management, on page 27.
Minimizing out of memory errors when running multiple projects
simultaneously
Administrators might see out of memory errors when they try to run multiple
projects simultaneously.
If you see these out of memory errors, you can change the io.file.buffer.size
parameter in the core-site.xml file on each Hadoop computer.
Changing the buffer size for read and write operations
If you see out of memory errors, you can change the size of the buffer for use in
sequence files. The size of this buffer determines how much data is buffered
during read and write operations.
Procedure
1. Log on the Hadoop master node server as the hadoop user.
2. Go to the <biginsights_location>/bin directory and stop the services:
./stop.sh hadoop
3. Go to the <biginsights_location>/hdm/hadoop-conf-staging directory.
4. Open the core-site.xml file in an editor.
a. Decrease the value of the io.file.buffer.size property.
For example, decrease it to 32768.
b. Save and then close the file.
5. Go to the <biginsights_location>/bin directory and sync the configuration
across the Hadoop nodes:
./syncconf.sh hadoop
6. Start the services by typing the following command:
./start.sh hadoop
Minimizing out of memory errors when fetching a large number of
documents
To minimize memory errors when fetching a large number of documents, you can
change some Flow Manager property file settings. You can also increase the
amount of memory allocated for the data fetching process.
When memory errors are generated, they are listed in the flowmgr.log file located
in the <flow_manager_location> directory. The default location is the
/home/hadoop/FlowMgr directory.
Procedure
1. Log on to the Hadoop master node as the hadoop user.
2. Go to the <flow_manager_location>/toroBackend/crawler/conf directory.
3. Open the crawler.properties file in an editor.
a. Set the max.running.split.count property to a lower value. For example,
change it from 15 to 10.
b. Lower the thread.slice.count property value. For example, change it to
200.
4. Optional: You can specify the amount of memory allocated for retrieving data.
a. Go to the <flow_manager_location>/toroBackend/flowmanager/scripts/
directory.
b. Make a backup copy of the flowmanager.sh file.
c. Open the flowmanager.sh file in an editor.
d. Locate the following line.
$JAVA ${remotedebug} ${healthcenter} -Xmx512m -D
-cp $CLASSPATH $MAIN_CLASS $STATE_STORE_DIR
e. Add the crawler.max.heapsize property value to this line between -D and
-cp, as shown in the following example.
$JAVA ${remotedebug} ${healthcenter} -Xmx512m -D
crawler.max.heapsize=<size>
-cp $CLASSPATH $MAIN_CLASS $STATE_STORE_DIR
f. For the <size> variable, type in the amount of memory in megabytes. The
default value is 1024 megabytes.
Increasing the heap size for WebSphere Embedded Application Server
in large deployments
The initial and maximum heap size values of the Java
virtual machine that is

used by IBM WebSphere Embedded Application Server is specified in the topology
file. To improve performance in larger deployments, you might want to change
these values.
Before you begin
Ensure that you have the following information:
v WebSphere Embedded Application Server profile folder name.
The default location is /local/ibm/cognos/ci/coninsight/was_sma.
v WebSphere Embedded Application Server name.
The default server name is sma1.
v WebSphere Embedded Application Server admin user name.
The default admin user name is cciusr.
v WebSphere Embedded Application Server password.
The password is set when you generate the topology.
Procedure
1. To change the heap size for IBM WebSphere Embedded Application Server, on
the data node and user interface node servers, log on as the cciusr user.
a. Go to the <sma_location>/was_sma/scripts directory.
b. Type the following command:
../ewas/profiles/sma1Profile/bin/wsadmin.sh -user <admin_user> -password
<admin_password> -lang jython -f set_jvm_mem.py <server_name>
<initial_heap_size_MB> <max_heap_size_MB>
For example,
../ewas/profiles/sma1Profile/bin/wsadmin.sh -user cciusr -password
<***> -lang jython -f set_jvm_mem.py sma1 512 1024
2. Restart the WebSphere Embedded Application Server:
../ewas/profiles/sma1Profile/bin/stopServer.sh sma1 -username <cciusr>
-password <admin_password>
../ewas/profiles/sma1Profile/bin/startServer.sh sma1
Temporary directory not found errors when IBM Hadoop master node
mounts external NFS server
If you deploy IBM Social Media Analytics by using an external network file system
(NFS) server to store the shared directory, and the IBM Hadoop Master computer
mounts the remote NFS server shared drive, jobs might stop running for several
hours and you might see intermittent _temporary directory not found errors.
The Flow Manager process runs the query language for the JavaScript Object
Notation (JAQL) process and uses the shared working directory on the NFS server
to package the Java archive (JAR) file before sending the file to Hadoop. If the
computer that runs the JAQL process uses a remote mount for the NFS server
shared drive, the I/O operation might take a long time because of the large
number of files that must be compressed over the network. Other I/O operations
might also be affected.
To prevent this issue, try one of the following configuration options:
v Deploy IBM Social Media Analytics on one IBM Hadoop master node (no slave
nodes)
v Mount the NFS server on the IBM Hadoop master node (multiple IBM Hadoop
slave nodes)
IBM Hadoop master node (no slave nodes)
In this configuration option, IBM Hadoop master node is configured to operate in
a pseudo-distributed mode. Flow Manager is deployed on the master node.
The Hadoop shared directory (/mnt/hdgps) must be local to the master node
computer. The computer requires a large capacity local disk for the shared
directory files.
NFS server mount on the IBM Hadoop master node (multiple IBM
Hadoop slave nodes)
In this configuration option, IBM Hadoop is configured to run in cluster mode and
Flow Manager is deployed in the master node.
The IBM Hadoop shared directory (/mnt/hdgps) must be local to the master node.
The master node serves as the NFS server and must be able to export the IBM
Hadoop shared directory to all IBM Hadoop slaves nodes.
All IBM Hadoop slave nodes must mount the NFS export from the master node in
synchronous mode by using the following parameters: rw,synch,dirsync.
For example, use the following command:
mount -t nfs -o rw,sync,dirsync master_node_ip/hostname:/mnt/hdgpfs /mnt/hdgpfs
Alternatively, you can use General Parallel File System (GPFS
) as a shared-disk
file system that provides data access from all nodes.
Resolving an error when you create a project
You try to create a project and receive an error message that says that project
creation failed.
About this task
Each project in IBM Social Media Analytics requires an IBM DB2 database. Social
Media Analytics also uses two reserved databases. The IBM DB2 numdb parameter
limits the number of projects that you can create in Social Media Analytics. If the
number of projects in Social Media Analytics equals the value of numdb minus two,
then you cannot create more projects until you increase the value of numdb. Perform
the following steps to verify that the problem is related to the value of numdb and
then to change the value of numdb.
Instead of increasing the value of numdb, you can delete unused projects.
Procedure
1. Log in to the data node as the db2inst1 user.
2. Run the following command:
db2 "get dbm cfg" | grep NUMDB
3. If the number of existing projects equals the value of numdb minus 2, then run
the following command:
db2 update dbm cfg using NUMDB number_of_databases
Where number_of_databases is the number of projects that you want to be able to
create plus two.
4. Log out of the data node.
5. Log in to the data node as the cciusr user.
6. Run the following commands:
cd <sma_location>/cci_installmgr/cci_mngmt/cci_cli
./cci_cli.sh -process restart
Notices
This information was developed for products and services offered in the U.S.A.
This material may be available from IBM in other languages. However, you may be
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to access it.
IBM may not offer the products, services, or features discussed in this document in
other countries. Consult your local IBM representative for information on the
products and services currently available in your area. Any reference to an IBM
product, program, or service is not intended to state or imply that only that IBM
product, program, or service may be used. Any functionally equivalent product,
program, or service that does not infringe any IBM intellectual property right may
be used instead. However, it is the user's responsibility to evaluate and verify the
operation of any non-IBM product, program, or service. This document may
describe products, services, or features that are not included in the Program or
license entitlement that you have purchased.
IBM may have patents or pending patent applications covering subject matter
described in this document. The furnishing of this document does not grant you
any license to these patents. You can send license inquiries, in writing, to:
IBM Director of Licensing
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For license inquiries regarding double-byte (DBCS) information, contact the IBM
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Notices 47
Index
A
accessibility features 35
analysis data
deleting 22
API keys
generating 23
audience of document v
authors
deleting analysis data 22
B
backup
See export
BoardReader
setting document limit 24
updating license key 31
buffer size
changing 40
Business Analytics Client Center 38
C
changed features
in version 1.3 1
in version 1.3.0.0.3 1
concepts 5
configure
influencer reports 11
current usage 23
Current usage 5
D
data fetcher
custom 33
Data Fetcher Development Kit 33
databases 43
disk space
checking available 27
freeing up 28
document limit 23
BoardReader 24
E
error messages
hadoop temporary directory not found 42
on create project 43
out of memory
fetching large number of documents 41
reading and writing 40
running multiple projects simultaneously 40
export
project configuration 7
types of 7
F
Fix Central 39
H
Hadoop servers
temporary directory not found error 42
heap size
WebSphere Embedded Application Server 41
I
IBM DB2 43
import
types of 7
importing
project configuration 8
influencer reports
configuring 11
updating the configuration file 15
K
keyboard shortcuts 35
knowledge bases 39
L
logging information
collecting for customer support 39
N
new features 1
in version 1.2 2
in version 1.3 1
numdb parameter 43
O
out of memory errors
fetching large number of documents 41
reading and writing 40
running multiple projects simultaneously 40
P
Problem Management Reports
logging 38
project 5
project configuration 7, 8
Q
queries 33
R
Reporting 5
reports 11
restarting
services 19
web applications 19
restore
See import
S
sentiment terms 5
service requests
PMR Problem Management Reports 38
services
restarting 19
starting 18
stopping 20
snippets 5
source 33
starting
services 18
web applications 18
stopping
services 20
web applications 20
Support Portal 38
T
technotes
best practices for searching 38
troubleshooting 38
themes 5
troubleshooting
Business Analytics Client Center 38
troubleshooting (continued)
collecting logging information 39
create project 43
Fix Central 39
getting fixes 39
identifying problems 37
knowledge bases 39
Knowledge Center 39
MustGather information 38
out of memory error
large number of documents 41
out of memory errors
running multiple projects 40
Support Portal 38
technotes 38
U
updating
BoardReader license key 31
W
web addresses
deleting analysis data 22
web applications
restarting 19
starting 18
stopping 20
WebSphere Embedded Application Server
increase heap size of JVM 41
Welcome page 5
workspace
See project

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