Table A-1 Common Runtime Problems and Solutions
Problem Description and Details
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- Problem: Document content does not appear.
- Details: In the Collaboration application, the list of documents in a project appears, but you cannot access the document links.
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- Cause: In Configuration Manager, either the path to the Document Repository Service is incorrect or the port associated with the Document Repository Service is incorrect.
- Solution: Edit the Dcoument Repository Service component’s settings in Configuration Manager. Enter the correct values into the Host and Port settings, then click Save.
To verify that the Document Repository Service is up and running, go to the Windows Command Prompt. Type the following command:
Telnet <Document_Repository_computer> <port_number>
If the Windows Command Prompt displays a blank screen with no errors, the Document Repository Service is up and running.
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- Problem: Portlets time out.
- Details: When you start Collaboration, the portlets time out and time-out errors display.
These errors are most likely to occur when you start up Collaboration the first time after it is installed.
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- Cause: The Java Server Pages (.jsp pages) in your application server were not precompiled before you started Collaboration for the first time.
- Solution: The Collaboration portlets need to be refreshed. Refresh the page. If you are running Collaboration for the first time, you might need to refresh the page a couple of times, because the .jsp pages are compiled when Collaboration is first accessed.
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- Problem: Portlets do not load.
- Details: When you start up Collaboration, the Collaboration portlets do not start or fail to preload on startup. Various errors might display.
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- Cause 1: The Web application server is not up and running.
- Solution 1: Restart the Windows service named BEA Collaboration. Wait for two or three minutes to allow the application server to start, then refresh the page.
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- Cause 2: The port used to access the Web application server is incorrect.
- Solution 2: Follow these steps:
- In the Portal, click the Administration tab.
- Click the Collaboration administrative folder.
- Click Remote Server.
- Click the Collaboration remote server.
- Check that the base URL for Collaboration is correct. This URL should include the following information:
http://<Collaboration_Computer_Name>:
<Application_Server_Port>/collab
where:
<Collaboration_Computer_Name> is the name of the computer on which Collaboration is installed.
<Application_Server_Port> is the port number used by the Collaboration application server. You can find the HTTP and HTTPS port numbers that are used by Collaboration application server in Configuration Manager’s Collaboration application, Application Settings component.
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- Cause 3: A database exception occurred. For example, the application server cannot connect to the database.
- Solution 3: Open the collaboration.log log file and look for any exceptions.
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- Cause 4: An exception occurred in the application server that resulted in Collaboration failing to start up.
In the application server log file, a “failed to preload on startup” error displays.
- Solution 4: Restart the Windows service named BEA ALI Collaboration.
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- Problem: A Database Role-Reconciliation Error Occurs.
- Details: A database role-reconciliation error occurs, and Collaboration cannot connect to the portal database.
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- Cause: The wrong value was specified in the Configuration Manager, Collaboration application, Collaboration Settings component, Linked database alias setting.
- Solution: To find the correct value that should you should type into the Linked database alias setting:
- Oracle: Navigate to Configuration Manager, Portal Service application, Portal Database component. The value you should type into the Linked database setting is specified in the User name setting.
- MSSQL: Navigate to Configuration Manager, Portal Service application, Portal Database component. The value you should type into the Linked database setting is specified in the User name setting. Add .dbo. to the end of the user name value. For example, if the user name is alidbuser, the value that you type into the Linked database alias setting should be alidbuser.dbo.
- DB2: Navigate to Configuration Manager, Portal Service application, Portal Database component. The value you should type into the Linked database setting is specified in the User name setting.
In Configuration Manager, navigate to the Collaboration application, Collaboration Settings component, Linked database alias setting. Type the correct value, then click Save.
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- Problem: Error 400 Page from Notify
- Details: Links from Notify mail return an Error 400 page.
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- Cause: This occurs when the portal and Collaboration are running on the same port on the same machine.
- Solution: Ensure that Collaboration and portal are running on different ports or on different machines.
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- Problem: Grant Rights and Portal vs. System User
- Details: If you use SQL Plus through Enterprise Manager, grant rights scripts fail.
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- Cause: The Collaboration or portal user does not have the proper grant rights.
- Solution: If using Enterprise Manager, run grant rights scripts as an Oracle system user rather than a portal user.
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- Problem: Invalid URLs for Experience Definitions appear in Notification Emails.
- Details: When a user clicks on a URL for an Experience Definition in a Notification email, they are taken to a previous version of the Experience Definition.
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- Cause: Experience Definition URLs include user-specific fragments that preserve the correct look and feel of Experience Definitions for individual users. These URLs are cached by the Notification Service. If a portal user changes his or her login domain, the cached Experience Definition URLs for that user become invalid. There are other, less-common reasons why Experience Definition URLs can become invalid. If you are experiencing the same problem for a different reason, restarting the Notification Service will most likely resolve the problem for you, too.
- Solution: Restart the Notification Service.
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- Problem: Error message appears when user tries to access Collaboration Administration, pages, or portlets.
- Details: See Troubleshooting Error Message for the error message that appears.
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- Cause: You did not restart the portal after scripting the Collaboration database.
- Solution: Restart the portal. If restarting the portal does not resolve the issue, make sure that the portal’s tables are owned by the portaldbuser, and Collaboration’s tables are owned by the collabdbuser -- not dbo.
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