A Troubleshooting

This appendix lists common problems that may occur during Oracle WebCenter Collaboration run time.

Troubleshooting Common Run-Time Problems

Table A-1 Common Run-Time Problems and Solutions

Problem Description and Details	Cause and Solution
Problem: Document content does not appear. Details: In the Oracle WebCenter Collaboration application, the list of documents in a project appears, but you cannot access the document links.	Cause: In Oracle WebCenter 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 Document Repository Service component's settings in Oracle WebCenter 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.
Problem: Portlets time out. Details: When you start Oracle WebCenter Collaboration, the portlets time out and time-out errors display. These errors are most likely to occur when you start Oracle WebCenter Collaboration the first time after it is installed.	Cause: The Java Server Pages (.jsp pages) in your application server were not precompiled before you started Oracle WebCenter Collaboration for the first time. Solution: The Oracle WebCenter Collaboration portlets must be refreshed. Refresh the page. If you run Oracle WebCenter Collaboration for the first time, you might must refresh the page a couple of times, because the .jsp pages are compiled when Oracle WebCenter Collaboration is first accessed.
Problem: Portlets do not load. Details: When you start Oracle WebCenter Collaboration, the Oracle WebCenter Collaboration portlets do not start or fail to preload on startup. Various errors might display.	Cause 1: The Web application server is not up and running. Solution 1: Restart the Windows service named Oracle WCI Collaboration. Wait for two or three minutes to allow the application server to start, then refresh the page.
	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 Oracle WebCenter 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 Oracle WebCenter Collaboration is installed. Application_Server_Port is the port number used by the Oracle WebCenter Collaboration application server. You can find the HTTP and HTTPS port numbers that are used by Oracle WebCenter Collaboration application server in Oracle WebCenter Configuration Manager's Collaboration application, Application Settings component.
	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.
	Cause 4: An exception occurred in the application server that resulted in Oracle WebCenter Collaboration failing to start. In the application server log file, a “failed to preload on startup” error displays. Solution 4: Restart the Windows service named Oracle WCI Collaboration.
Problem: A Database Role-Reconciliation Error Occurs. Details: A database role-reconciliation error occurs, and Oracle WebCenter Collaboration cannot connect to the portal database.	Cause: The wrong value was specified in Oracle WebCenter 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 Oracle WebCenter 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 Oracle WebCenter 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 Oracle WebCenter 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 Oracle WebCenter Configuration Manager, navigate to the Oracle WebCenter Collaboration application, Collaboration Settings component, Linked database alias setting. Type the correct value, then click Save.
Problem: Error 400 Page from Notify Details: Links from Notify mail return an Error 400 page.	Cause: This occurs when the portal and Oracle WebCenter Collaboration run on the same port on the same computer. Solution: Ensure that Oracle WebCenter Collaboration and portal run on different ports or on different computers.
Problem: Grant Rights and Portal vs. System User Details: If you use SQL Plus through Enterprise Manager, grant rights scripts fail.	Cause: The Collaboration user 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.
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 e-mail, they are taken to a previous version of the Experience Definition.	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 most likely resolves the problem for you, too. Solution: Restart the Notification Service.
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.	Cause: You did not restart the portal after scripting the Oracle WebCenter Collaboration database. Solution: Restart the portal. If restarting the portal does not resolve the issue, ensure that the portal's tables are owned by the portaldbuser, and Oracle WebCenter Collaboration's tables are owned by the collabdbuser -- not dbo.

Troubleshooting Error Message

Following is the error message that corresponds to the last Troubleshooting problem in the above table:

java.lang.NoClassDefFoundError
at com.plumtree.collaboration.api.portalaccess.PortalAccessManager.
getGuestPortals(PortalAccessManager.java:279)
at com.plumtree.collaboration.api.portalaccess.PortalAccessManager.
fillMap(PortalAccessManager.java:388)