Problem in Accessing list of users while Provisioning New User in SS

Hi Experts!!
I am working on Hyperion Planning applications (Hyperion 9.3.1) & we have externalized user authentication in Shared services. During the process of provisioning new user in Shared Services, the problem occurs when I try to set the application access type as “Essbase & Planning” for the new user.
To assign the new user as “Essbase & Planning” user type, I need to select the new user from the list of available users which gets displayed on selecting global Analytic Server located under Project directory in Shared Services. However when I click on the analytic server, it shows *“loading”* on the right side screen & hour glass icon can also be seen on the screen. But the list of available users does NOT appear despite waiting for quite some time.
While I am not able to access it even if I logon to the shared Services directly from the Server using remote access, my USA team can access the list of available users locally from their machine as well as from the server & are able to perform the step. Our server is located in USA & I access it from India. What could be the reason for this difference? Any suggestions/ input from you would be a great help for me in solving this issue.
Thanks in advance

Hi Rinku/John ,
Thanks for your reply. My US team has tried this particular step from their local machine as well as directly from the Server. They were able to see the listbox containig the list of available users & could set the application access type as "Essbase & Planning" for the new user. When I remotely log into the server (using mstsc) I use the IE installed on the server to acess Shared Services. My US team also use the same IE when they log into SS directly from the server & are able to performing this step. Hence there should not be any issue with the browser ,port or firewall.
I agree this is very weird problem because I get stuck only at this step where I have to set the application access type as 'essbase & Planning" for the new user. Rest every thing else is accessable in SS.
Any suggestion / input would be great help.

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    2012-03-02 15:23:27,473 INFO [STDOUT] Running ENABLEMAILBOXPLDT
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    2012-03-02 15:23:55,875 WARN [XELLERATE.DATABASE] Trying to get the connection count : 1
    2012-03-02 15:23:55,876 WARN [XELLERATE.DATABASE] Trying to get the connection count : 2
    2012-03-02 15:23:55,877 WARN [XELLERATE.DATABASE] Trying to get the connection count : 3
    2012-03-02 15:23:55,878 WARN [XELLERATE.DATABASE] Trying to get the connection count : 4
    2012-03-02 15:23:55,878 ERROR [XELLERATE.DATABASE] Class/Method: DirectDB/getConnection encounter some problems: Error while retrieving database connection.Please check for the follwoing
    Database srever is running.
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         at com.thortech.xl.dataobj.tcDataBase.readPartialStatement(Unknown Source)
         at com.thortech.xl.dataaccess.tcDataSet.executeQuery(Unknown Source)
         at com.thortech.xl.dataobj.tcDataSet.executeQuery(Unknown Source)
         at com.thortech.xl.dataaccess.tcDataSet.executeQuery(Unknown Source)
         at com.thortech.xl.dataobj.tcDataSet.executeQuery(Unknown Source)
         at com.thortech.xl.cache.CacheUtil.getSetCachedQuery(Unknown Source)
         at com.thortech.xl.dataobj.tcDataObj.eventPostInsert(Unknown Source)
         at com.thortech.xl.dataobj.tcDataObj.insert(Unknown Source)
         at com.thortech.xl.dataobj.tcDataObj.save(Unknown Source)
         at com.thortech.xl.dataobj.tcTableDataObj.save(Unknown Source)
         at com.thortech.xl.dataobj.tcScheduleItem.insertImplementation(Unknown Source)
         at com.thortech.xl.dataobj.tcDataObj.insert(Unknown Source)
         at com.thortech.xl.dataobj.tcDataObj.save(Unknown Source)
         at com.thortech.xl.attestation.AttestationEngine.attestTask(Unknown Source)
         at com.thortech.xl.attestation.AttestationEngine.updateResponses(Unknown Source)
         at com.thortech.xl.ejb.beansimpl.AttestationOperationsBean.updateResponses(Unknown Source)
         at com.thortech.xl.ejb.beans.AttestationOperationsSession.updateResponses(Unknown Source)
         at sun.reflect.GeneratedMethodAccessor1129.invoke(Unknown Source)
         at sun.reflect.DelegatingMethodAccessorImpl.invoke(DelegatingMethodAccessorImpl.java:25)
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         at org.jboss.invocation.Invocation.performCall(Invocation.java:359)
         at org.jboss.ejb.StatelessSessionContainer$ContainerInterceptor.invoke(StatelessSessionContainer.java:237)
         at org.jboss.resource.connectionmanager.CachedConnectionInterceptor.invoke(CachedConnectionInterceptor.java:158)
         at org.jboss.ejb.plugins.StatelessSessionInstanceInterceptor.invoke(StatelessSessionInstanceInterceptor.java:169)
         at org.jboss.ejb.plugins.CallValidationInterceptor.invoke(CallValidationInterceptor.java:63)
         at org.jboss.ejb.plugins.AbstractTxInterceptor.invokeNext(AbstractTxInterceptor.java:121)
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         at org.jboss.invocation.InvokerInterceptor.invoke(InvokerInterceptor.java:195)
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         at org.jboss.proxy.ejb.StatelessSessionInterceptor.invoke(StatelessSessionInterceptor.java:112)
         at org.jboss.proxy.ClientContainer.invoke(ClientContainer.java:100)
         at $Proxy744.updateResponses(Unknown Source)
         at Thor.API.Operations.AttestationOperationsClient.updateResponses(Unknown Source)
         at sun.reflect.GeneratedMethodAccessor1128.invoke(Unknown Source)
         at sun.reflect.DelegatingMethodAccessorImpl.invoke(DelegatingMethodAccessorImpl.java:25)
         at java.lang.reflect.Method.invoke(Method.java:597)
         at Thor.API.Base.SecurityInvocationHandler$1.run(Unknown Source)
         at Thor.API.Security.LoginHandler.jbossLoginSession.runAs(Unknown Source)
         at Thor.API.Base.SecurityInvocationHandler.invoke(Unknown Source)
         at $Proxy785.updateResponses(Unknown Source)
         at com.thortech.xl.schedule.tasks.tcTskSubmitAttestationRequets.execute(Unknown Source)
         at com.thortech.xl.scheduler.tasks.SchedulerBaseTask.run(Unknown Source)
         at com.thortech.xl.scheduler.core.quartz.QuartzWrapper$TaskExecutionAction.run(Unknown Source)
         at Thor.API.Security.LoginHandler.jbossLoginSession.runAs(Unknown Source)
         at com.thortech.xl.scheduler.core.quartz.QuartzWrapper.execute(Unknown Source)
         at org.quartz.core.JobRunShell.run(JobRunShell.java:203)
         at org.quartz.simpl.SimpleThreadPool$WorkerThread.run(SimpleThreadPool.java:520)
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         at com.thortech.xl.dataobj.tcDataSet.executeQuery(Unknown Source)
         at com.thortech.xl.dataaccess.tcDataSet.executeQuery(Unknown Source)
         at com.thortech.xl.dataobj.tcDataSet.executeQuery(Unknown Source)
         at com.thortech.xl.cache.CacheUtil.getSetCachedQuery(Unknown Source)
         at com.thortech.xl.dataobj.tcDataObj.eventPostInsert(Unknown Source)
         at com.thortech.xl.dataobj.tcDataObj.insert(Unknown Source)
         at com.thortech.xl.dataobj.tcDataObj.save(Unknown Source)
         at com.thortech.xl.dataobj.tcTableDataObj.save(Unknown Source)
         at com.thortech.xl.dataobj.tcScheduleItem.insertImplementation(Unknown Source)
         at com.thortech.xl.dataobj.tcDataObj.insert(Unknown Source)
         at com.thortech.xl.dataobj.tcDataObj.save(Unknown Source)
         at com.thortech.xl.attestation.AttestationEngine.attestTask(Unknown Source)
         at com.thortech.xl.attestation.AttestationEngine.updateResponses(Unknown Source)
         at com.thortech.xl.ejb.beansimpl.AttestationOperationsBean.updateResponses(Unknown Source)
         at com.thortech.xl.ejb.beans.AttestationOperationsSession.updateResponses(Unknown Source)
         at sun.reflect.GeneratedMethodAccessor1129.invoke(Unknown Source)
         at sun.reflect.DelegatingMethodAccessorImpl.invoke(DelegatingMethodAccessorImpl.java:25)
         at java.lang.reflect.Method.invoke(Method.java:597)
         at org.jboss.invocation.Invocation.performCall(Invocation.java:359)
         at org.jboss.ejb.StatelessSessionContainer$ContainerInterceptor.invoke(StatelessSessionContainer.java:237)
         at org.jboss.resource.connectionmanager.CachedConnectionInterceptor.invoke(CachedConnectionInterceptor.java:158)
         at org.jboss.ejb.plugins.StatelessSessionInstanceInterceptor.invoke(StatelessSessionInstanceInterceptor.java:169)
         at org.jboss.ejb.plugins.CallValidationInterceptor.invoke(CallValidationInterceptor.java:63)
         at org.jboss.ejb.plugins.AbstractTxInterceptor.invokeNext(AbstractTxInterceptor.java:121)
         at org.jboss.ejb.plugins.TxInterceptorCMT.runWithTransactions(TxInterceptorCMT.java:350)
         at org.jboss.ejb.plugins.TxInterceptorCMT.invoke(TxInterceptorCMT.java:181)
         at org.jboss.ejb.plugins.SecurityInterceptor.invoke(SecurityInterceptor.java:168)
         at org.jboss.ejb.plugins.LogInterceptor.invoke(LogInterceptor.java:205)
         at org.jboss.ejb.plugins.ProxyFactoryFinderInterceptor.invoke(ProxyFactoryFinderInterceptor.java:138)
         at org.jboss.ejb.SessionContainer.internalInvoke(SessionContainer.java:648)
         at org.jboss.ejb.Container.invoke(Container.java:960)
         at sun.reflect.GeneratedMethodAccessor132.invoke(Unknown Source)
         at sun.reflect.DelegatingMethodAccessorImpl.invoke(DelegatingMethodAccessorImpl.java:25)
         at java.lang.reflect.Method.invoke(Method.java:597)
         at org.jboss.mx.interceptor.ReflectedDispatcher.invoke(ReflectedDispatcher.java:155)
         at org.jboss.mx.server.Invocation.dispatch(Invocation.java:94)
         at org.jboss.mx.server.Invocation.invoke(Invocation.java:86)
         at org.jboss.mx.server.AbstractMBeanInvoker.invoke(AbstractMBeanInvoker.java:264)
         at org.jboss.mx.server.MBeanServerImpl.invoke(MBeanServerImpl.java:659)
         at org.jboss.invocation.local.LocalInvoker$MBeanServerAction.invoke(LocalInvoker.java:169)
         at org.jboss.invocation.local.LocalInvoker.invoke(LocalInvoker.java:118)
         at org.jboss.invocation.InvokerInterceptor.invokeLocal(InvokerInterceptor.java:209)
         at org.jboss.invocation.InvokerInterceptor.invoke(InvokerInterceptor.java:195)
         at org.jboss.proxy.TransactionInterceptor.invoke(TransactionInterceptor.java:61)
         at org.jboss.proxy.SecurityInterceptor.invoke(SecurityInterceptor.java:70)
         at org.jboss.proxy.ejb.StatelessSessionInterceptor.invoke(StatelessSessionInterceptor.java:112)
         at org.jboss.proxy.ClientContainer.invoke(ClientContainer.java:100)
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    at com.thortech.xl.dataobj.tcTableDataObj.save(Unknown Source)
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    at sun.reflect.DelegatingMethodAccessorImpl.invoke(DelegatingMethodAccessorImpl.java:25)
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