5
Troubleshooting

Troubleshooting the Installation

This section contains information to assist with installation errors and problem diagnosis. The install.log file located in the ORACLE_HOME\orainst directory lists any errors encountered during installation.

Common Errors

Most installation errors usually involve failure to carefully follow pre-installation instructions. The following table describes common installation problems, what may have caused them, and what you should check or do to correct the problem.

Problem	Probable Cause	Corrective Action
Error in creating or upgrading database objects	Database not running or available Listener not running	Start the database or listener prior to database actions.
Database-related Installer error messages	Starting installation without the database running	Start database prior to installation. See Chapter 1.
Oracle eMail Server fails due to insufficient database resources	Failing to edit the initSID.ora file located in the ORACLE_HOME\dbs directory to reflect the minimum values for the listed parameters	Check the ORACLE_HOME\office \log\SID file for error description. Edit the initSID.ora file as described in Chapter 1.
Some or all Oracle eMail Server processes do not load	Insufficient disk, RAM, or swap space	Check memory and disk space. See the Oracle eMail Server Administration Guide for requirements.

Contacting Oracle Support Services

Before calling Oracle Support Services, verify that your software, database, and environment configurations match those contained in Chapter 1. Be prepared with your CSI number (if applicable) or full contact details, including any special project information, complete release numbers of Oracle eMail Server and associated products, operating system name and version number. Record any error code numbers full description of the issue, including:

• What did or did not happen?
  For example, the command used and result obtained.

• When did it happen?
  For example, did it occur during peak system load, or after a certain command, or after an O/S upgrade.

• Where did it happen?
  For example, did it occur on a particular system or within a certain procedure or table.

• What is the extent of the problem?
  For example, was the production system unavailable? Or was the impact moderate but increasing with time, or minimal and stable?

• Maintain copies of trace files, core dumps, and redo log files recorded at or near the time of the incident. Oracle Support Services might need these to further investigate the problem.

For installation-related problems, please have the following additional information available:

• Listings of the contents of ORACLE_HOME and any staging area, if used.

• Location and names of the Configuration Wizard log files:
  • ORACLE_HOME\office\log\SID\IOSETUP.log

• Log files are located in ORACLE_HOME\office\log\SID:
  • installActions.log

Oracle Support Services can be reached at the following numbers. The hours are provided in your support contract.

• In the USA: 1.650.506.1500

• In Europe: [phone]

• In Asia: +61 3.924.6060