E Troubleshooting

This appendix provides troubleshooting information.

This appendix includes the following sections:

E.1 General Troubleshooting Tips

If you encounter an error during installation:

E.2 Oracle WebCenter Content Installation and Configuration Troubleshooting

This section contains solutions to common problems that you might encounter while installing and configuring Oracle WebCenter Content.

If you are having problems with full-text search, Inbound Refinery conversions, Dynamic Converter, Oracle WebCenter Content: Desktop, or Content Categorizer on a Windows operating system, first make sure you have downloaded the correct version of the Visual C++ Redistributable Package, as described in Section 3.7.3, "Downloading Visual C++ Libraries for a Windows Operating System."

E.2.1 Oracle Fusion Middleware Installation and Configuration Log Files

The Oracle Fusion Middleware 11g WebCenter Content Installer and Fusion Middleware Configuration Wizard create their own sets of log files.

  • On a UNIX operating system, the installer writes the following log files:

    • oraInventory_location/logs/installActionstimestamp.log

    • oraInventory_location/logs/oraInstalltimestamp.err

    • oraInventory_location/logs/oraInstalltimestamp.out

    • ORACLE_HOME/install/make.log

  • On a Windows operating system, the installer writes the following log files:

    • inventory_location\logs\installActionstimestamp.log

    • inventory_location\logs\oraInstalltimestamp.err

    • inventory_location\logs\oraInstalltimestamp.out

    The default inventory_location value follows:

    %PROGRAMFILES%\Oracle\Inventory

  • Fusion Middleware Configuration Wizard writes log files in the cfgtoollogs directory in your Oracle home directory.

If you want to access the log files created by the installer, you need to exit it first. The log files are inaccessible if the installer is still in use.

E.2.2 Oracle IRM Key Store Configuration Issues

If the Oracle Information Rights Management key store has not been configured correctly, then issues will occur during creation of a context. If you cannot create a context, check the server log for one of the following errors.

  • Missing key store file

    If the key store does not exist, you will see a FileNotFoundException message in the log:

    java.io.FileNotFoundException: C:\IRM\oracle\middleware\user_projects
\domains\base_domain\config\fmwconfig\irm.jceks (The system cannot find the file specified)

  • Missing key

    If the key store exists, but the keys are missing, you will see an UnknownKeyException message in the log:

    oracle.irm.engine.content.store.UnknownKeyException: 
The key oracle.irm.wrap does not exist in the key store 
C:\IRM\oracle\middleware\user_projects\domains\base_domain\config\fmwconfig\irm.jceks

  • Missing password

    If the password is missing or incorrect you will see the following exception in the log:

    java.security.UnrecoverableKeyException: Given final block not properly padded

E.2.3 Imaging Errors During Attempt to Connect to WebCenter Content 11g

When you attempt to connect Imaging to a WebCenter Content 11g repository, Imaging returns errors in these cases:

  • If WebCenter Content is installed in a domain that is later extended with Imaging and you have not restarted the Imaging Managed Server.

  • If the WebCenter Content and Imaging Managed Servers are configured to run on different machines and you have not performed the manual configuration.

For information about avoiding these errors, see Section 6.1.1.1, "Configuring WebCenter Content 11g to Work with Imaging."

E.3 Inbound Refinery Problems

If you are having problems with Inbound Refinery conversions on a Windows operating system, first make sure you have downloaded the correct version of the Visual C++ Redistributable Package, as described in Section 3.7.3, "Downloading Visual C++ Libraries for a Windows Operating System."

This section provides troubleshooting information for the following Inbound Refinery setup and run issues:

E.3.1 Inbound Refinery Will Not Run As an Application or Service

Inbound Refinery will not run as either an application or a service. If you try to run Inbound Refinery from a command line, you receive the following error message:

Error: Cannot read the config.cfg.
Possible Causes Solutions
Sun Java is not installed on the Inbound Refinery machine. Sun Java must be installed on both the Content Server machine and the Inbound Refinery machine.
  • Reinstall Inbound Refinery to reinstall the Sun JVM.

  • Copy the Sun Java files from the Content Server machine to the Inbound Refinery machine. Open the intradoc.cfg file located in the refinery_install_dir\bin directory and make sure the JAVA_EXE path is correct.

  • Another option is to download a copy of Sun Java from the Downloads page on the Sun Developer Network web site at

    http://www.oracle.com/technetwork/indexes/downloads/index.html

    Install it on the Inbound Refinery machine. Open the intradoc.cfg file located in the refinery_install_dir\bin directory and make sure the JAVA_EXE path is correct.

E.3.2 Inbound Refinery Runs As an Application But Not As a Service

Inbound Refinery will run as an application, but it will not run as a service. In some cases, you will receive the following error message when launching the service:

Error 1069: The service did not start due to a logon failure.
Possible Causes Solutions
If you receive Error 1069, the user linked to the Inbound Refinery service has not been given the right to log on as a service. Make sure user linked to the Inbound Refinery service is valid and has the right to log on as a service.
There is a problem with the Inbound Refinery service.
  • Reboot the Inbound Refinery machine.

  • Try running Inbound Refinery as an application, then retry running it as a service. Sometimes running Inbound Refinery as an application once will clear up problems with the service.

  • Delete and re-add the service in Inbound Refinery.

E.3.3 Inbound Refinery Service Keeps Stopping

The Inbound Refinery service will run for a short period of time when started, but then the service fails and stops.

Possible Causes Solutions
Java options settings in the intradoc.cfg file for the refinery. Change the Java options settings in the intradoc.cfg file for the Inbound Refinery connection.

To set up Java options in the intradoc.cfg file:

  1. Open the intradoc.cfg file located in the refinery_install_dir\bin directory in a text editor.

  2. First, try the following setting:

    JAVA_SERVICE_EXTRA_OPTIONS=-Xrs

  3. Save your changes to the intradoc.cfg file and restart the Inbound Refinery service.

  4. If the first change is not successful, re-open the intradoc.cfg file and try the following setting:

    JvmCommandLine=$JAVA_EXE $JAVA_SERVICE_EXTRA_OPTIONS $APPEND_CLASSPATH $CLASSPATH $STARTUPCLASS

  5. Save your changes to the intradoc.cfg file and restart the Inbound Refinery service.

E.3.4 Cannot Log In to Refinery After Installation

When you attempt to log in to a refinery after installation, you get an error similar to the following one:

"Content Server Access Denied
Access denied to Content Server managed resource. Error getting user credentials from proxied user cache. Unable to open file
c:/ucm/cs1/data/users/proxied/ref1/userdb.txt.
 c:/ucm/cs1/data/users/proxied/ref1/userdb.txt contains an invalid path."
Possible Causes Solutions
The refinery has been proxied to Content Server, but the InboundRefinerySupport component has not been installed and enabled on Content Server. Install and enable the InboundRefinerySupport component on Content Server.

For more information, see Section 5.2.3.2, "Enabling Components for Inbound Refinery on Content Server."

E.3.5 Files Intermittently Stuck in GenWWW Status

When WebCenter Content is run on a Windows Server 2003 system, files intermittently get stuck in GenWWW. There are no conversion errors, and when resubmitted, the files are successfully converted.

Possible Causes Solutions
The problem is directly related to known file locking and deleting issues on a Windows Server 2003 system and typically occurs when Content Server runs on a UNIX operating system and Samba is used to connect to the Windows Server 2003 machine. However, the problem can also occur when you are using Inbound Refinery on the Windows Server 2003 system and Inbound Refinery resides on a separate physical machine from Content Server.

For more information about these Windows Server 2003 issues, see knowledge base articles 885451 and 811492 on the Microsoft Support web site at

http://support.microsoft.com

 To confirm that you are experiencing the issues described in Microsoft's knowledge base articles, delete several files on your Windows Server 2003 machine using a remote client. If you witness a delay of up to 40 seconds in the file deletion, it is likely that the Windows Server 2003 locking/deleting issue is the problem. Microsoft offers two solutions to this issue.

  1. Microsoft has a hotfix for Windows Server 2003 that can be shipped on a request-only basis. However, Microsoft's recommendation is to wait until the next service pack unless you are 'severely' affected by the problem.

  2. The alternate solution from Microsoft is to disable opportunistic locking on the Windows Server 2003 server. The solution to disable opportunistic locking does not impact the normal file locking used when writing a file. Rather, opportunistic locking is a speed tweak to the file locking process that can be safely disabled if it is causing problems. Additional information on opportunistic locks is contained in the Samba help files.

If you need specific information on how to disable opportunistic locking on a Windows Server 2003 server, see knowledge base article 29624 on the Microsoft Support web site at

http://support.microsoft.com

E.3.6 Inbound Refinery Service Will Not Convert Documents

You are running Inbound Refinery as a service, but it will not convert any documents, and the following error message is displayed in the Inbound Refinery log:

Unable to convert, native application reported: 'Permission denied'

This error will usually occur when Samba is used with Content Server on a UNIX operating system or with Inbound Refinery on a Windows operating system.

Possible Causes Solutions
You are using AutoExNT to map the UNIX volumes through a mapped network drive to Samba, and the DCOM permissions are not set properly for the user running the Inbound Refinery service. Change the DCOM permissions for the user running the Inbound Refinery service. For details, see the following procedure for changing DCOM permissions.

To change DCOM permissions:

  1. Launch dcmocnfg.exe to check user permissions for the user running the Inbound Refinery service.

  2. On the Default Security tab, make sure the domain user is added to Connect, Access, Launch, and Configuration.

  3. Restart the Inbound Refinery service.

E.4 Additional Help

If this appendix does not solve the problem you encountered, try these other sources:

If you do not find a solution for your problem, open a service request.