# Trouble Shooting

This troubleshooting guide can help you diagnose and resolve problems that you might encounter when running JMP Clinical software. If problems persist after troubleshooting, contact JMP Technical Support at support@jmp.com.

Report | Problem | Suggested Cause/Resolution
Installation of JMP Clinical | The message: Existing Client Found is displayed in the Install Shield Wizard , indicating that a preexisting copy of SAS has been found on a network server. | A pre-existing copy of SAS has been found that is configured to run as a thin Client from a network server. JMP Clinical will work with a personal copy of SAS loaded on the same Client machine only and configured to work locally.Contact JMP Technical Support (support@jmp.com) for instructions and assistance in resolving this problem.
Opening JMP Clinical software | A message states that your license has expired. | Your license to run this software has expired. You must obtain updated license files to renew your license. You need two license files for JMP Clinical software: one to update the JMP license and one to update the SAS license. Most likely, you have received these files in an email. If not, send an email to support@jmp.com to request updated license files.The license files must be saved to your local hard drive.To update the JMP license, complete the following steps: 1 Start JMP Clinical.
| 2 | Click About JMP Clinical.
| 3 | Click for JMP Clinical 7.0.
To update the SAS license, complete the following steps: 1 Start JMP Clinical.
| 2 | Click About JMP Clinical.
| 3 | Click for SAS 9.4.
| 4 | Follow the prompts in the SAS Deployment Manager to update your license.
Attempting to open multiple reports while pressing the <Shift> or <Ctrl> key. | A message states that a Script Error has occurred. | This may occur when you open the Review Builder and press either the <Shift> or <Ctrl> key and attempt to quickly open multiple reports at the same time. Once you close the Script Error window, the reports should run as normal..
Moving data between JMP Clinical (32 bit) and JMP Clinical (64 bit) | Processes take significantly more time to run than previously observed. | Apply the hot fix found at http://ftp.sas.com/techsup/download/hotfix/HF2/B25.html#B25026.
Any report in using SAS DATA composed in Microsoft Word and pasted into JMP | A syntax error is displayed. | Microsoft Word uses a Smart Quote feature that converts quotation marks from the format needed by SAS into a format more appropriate for English language text. SAS DATA step commands should either be composed in a simple text editor and then pasted into the JMP Clinical DATA Step input fields or directly in the DATA Step input fields. DATA Step commands should never be composed using Microsoft Word.
Any JMP report that uses one or more SAS programs | A SAS log is displayed in your JMP session along with a message preceded by ERROR. | The generated SAS code might not complete successfully because of mis-specified parameters.Most of the error messages should be self-explanatory and provide some idea about what to do next. If not, examine the broader context provided by the SAS log to determine the problem. If this fails, consult and search the SAS documentation for the SAS code generating the error by clicking Help > SAS Documentation - Local or Help > SAS Documentation - Web. There is also the possibility of a bug in the SAS macro code. If you have found what appears to be a bug, please send the SAS log and explanation to support@jmp.com. Please describe your procedure in sufficient detail for us to reproduce the problem. If you are a SAS programmer, you might wish to view and even edit the original SAS code in the ProcessLibrary and/or MacroLib folders.Please also feel free to send suggested changes to the code to support@jmp.com.
A WARNING dialog appears, telling you that SAS is connected and a report is already running. | JMP can run one only report at a time and does not queue jobs. Click in the dialog to wait, disregard the second Run, and let the current report continue running. Click to view the current SAS log to get information about the current report. Click to stop the current report. If the SAS process does not stop in a short period of time, it is okay to kill the sas.exe process directly from s Task Manager, and then click again.
A report runs longer than expected or produces no output. | In this situation, perform the following steps: 1 Click again. A WARNING: SAS is Connected should appear.
| 2 | Click . If any SAS ERROR messages appear, click to stop the current report. If not, proceed to the step below.
| 3 | View the SAS log that is displayed in the JMP Log to see the most recently executed code. You can continue to click as many times as you like to check the status of the SAS program. Alternatively, you can monitor generated file activity in the SAS working folder. To open this folder while the analysis is running, click . You should see various files being generated as the report runs. On s, press to refresh the folder while you are monitoring it.
| 4 | Open the s Task Manager (press <Ctrl+Alt+Delete>), select the PROCESSES tab and watch sas.exe for activity (Click View>Select Columns... to add I/O Reads, I/O Writes, and I/O Other as columns to view).
If these steps do not help, try running the report in the SAS 9.3 Display Manager as described below.
Any JMP Clinical report | Output of the report does not automatically open. | The output filename might contain the following characters: (), @, ^ and &, any place of output name, or contains [] at the beginning of the name (such as [name], for example). If these characters are present, you can open the output by completing the following steps: 1 Navigate to the specified output folder.
| 2 | Double-click on the sasclean.jsl script in the folder.
All of the output should open.
An ERROR message is displayed stating: User does not have appropriate authorization level for library OUTLIB. | This message is most frequently generated when certain general directories, such as the Desktop or My Documents, are specified as the output folder. To resolve this problem, specify another directory as the output folder and run the report again.
Processes that perform repetitive computations | The SAS log is too long and is truncated. | In either of these cases, an alternative way to debug the report is to open the .sas file in the SAS 9.3 Display Manager (right-click and select ) and run it from there by pressing . The SAS Display Manager provides options for saving or deleting sections of long logs. On s operating systems, you can alternatively right-click on a .sas file and select .SAS then runs in batch mode and produce .log and .lst files.
Processes that specify a lot of variables in one macro | The line length can become too long for SAS batch mode.
Processes using wide data sets composed of long lists of variables | Numerous ERROR messages are generated in the SAS log. | The SAS Macro text expression limit of 65534 bytes might have been exceeded.Work-arounds for this situation include the following: 1 Re-create the data set or rename the variables to have the shortest possible names.
| 2 | Modify the report specification to have list-style input for long lists of variables, such as Col1-Col20000.
| 3 | Reduce the number of variables using K-Means Clustering, as follows. Transpose the data to tall form using Transpose Rectangular, run K-Means Clustering to generate a few thousand or fewer clusters, retain representatives from each cluster to use as the data, and then transpose back to wide form using Transpose Rectangular.
Opening a data file using the File > Open command in any JMP Clinical report | The column names listed in the Available Variables box of a dialog appear different from the original column names in the data set. | SAS uses two ways to name a column: the variable label and the variable name. When a file is opened using the File > Open command from the JMP menu, SAS variable labels are displayed. These might differ from those displayed in the Available Variables list in the JMP report dialogs, which display SAS variable names for the available variables.To solve the problem, open the data file using the button on the report dialogs. This displays the table with names the same as those in the Available Variables lists. Alternatively, use the File > Open command from the JMP menu and, in the Open Data File dialog, change File of type to SAS Data Sets and click the Use SAS Variable Names for Column Names check box.
Demographic Distribution | Process does not complete (restricted to Chinese or Japanese versions of JMP Clinical on machines running an English-language OS). | A specified filter contains characters coded by double-byte character sets (DBCS). Note: This report cannot be run on machines running English-language operating systems if specified filters contain double-byte character sets (DBCS). You should specify filters coded in single bytes, such as letters or numbers, only.
Adverse Events Bayesian Hierarchical Model | Results generated using JMP Clinical (v5.0 and earlier) do not match results expected using published methods. | An error exists in the underlying JMP Clinical code. The code in these versions reads: random Bi ~ binary(P) subject = s monitor =(Bi);. Instead, this line of code should be: random Bi ~ binary(P) subject = e monitor =(Bi);. This bug has been corrected in JMP Clinical v5.1. You should update JMP Clinical to v5.1.
Adverse Events Time to Event | The following ERROR message is generated: ERROR: NEWRAP Optimization cannot be completed. | You have specified Negative Binomial as the Distribution type for Incidence Density Modeling but the actual distribution of data does not approximate a negative binomial. If this error affects only a small number of subjects,1 Examine the SAS log to determine the number of subjects affected. you can opt to ignore it. If the error affects a large number of subjects, you can either change the distribution type to Poisson or increase the Gradient Convergence Criterion value.
Any ANOVA report | After running an ANOVA or One-way ANOVA the following ERROR message is generated when you click and choose a single comparison: Note: There is no significant difference found. You can change the cutoff values and recreate the subset table. | This can occur even when significant differences exist. To fix this problem, open web browser and navigate to the JMP Problem Note 46935 page and follow the instructions to download and deploy a patch file.
Uninstalling JMP Clinical software | Files in the SAS Home directory cannot be deleted after running the Uninstaller. | The SAS service might still be running in the background. To stop the SAS service: 1. Open Control panel > Administrative Tools > Services and scroll down and find the first service. It should be named as SASxxx, where xxx indicates an individual SAS service. 2. Double click SASxxx to open the panel, highlight, and copy the service name. 3. Open the Starter , and enter cmd in the text box and click to open a command prompt. 4. At the prompt, type sc delete SASxxx and click to delete SASxxx. 5. Repeat steps 1-4 for all of the listed SAS services. 6. Restart your computer and proceed with the uninstall process. Note: You should delete all the SAS services before uninstalling SAS.