1 Introduction to Troubleshooting

This chapter provides a summary of Oracle Fusion Applications information.

This chapter contains the following topics:

• Section 1.1, "Where to Find Detailed Troubleshooting Information"

• Section 1.2, "Basic Tasks for Troubleshooting"

• Section 1.3, "Resolving Common Oracle Fusion Applications Problems"

In addition to the tasks in this guide, refer to the following documentation for tasks that you may need to perform, depending on your business needs:

• "Provisioned Oracle Fusion Applications Home Directories" section in the Oracle Fusion Applications Administrator's Guide for information on the Oracle Fusion Applications directory structure referenced throughout this guide.

• "Managing Oracle Fusion Applications Log Files and Diagnostic Tests" chapter in the Oracle Fusion Applications Administrator's Guide for information about using log settings, log files, and diagnostic tests to monitor normal operations for Oracle Fusion Applications, and for information about how log files and diagnostic tests are related to each other.

• Oracle Fusion Applications Common User Guide in the Oracle Fusion Applications Help for information about using log settings, log files, and diagnostic tests to monitor normal operations for Oracle Fusion Applications, and for information about how log files and diagnostic tests are related to each other

1.1 Where to Find Detailed Troubleshooting Information

Table 1-1 provides information on where to find troubleshooting information for your Oracle Fusion Applications environment.

Table 1-1 Troubleshooting Documentation Resources

Troubleshooting Area	Documentation
Oracle Fusion applications	Section 1.3, "Resolving Common Oracle Fusion Applications Problems"
Installation	The following sections in the Oracle Fusion Applications Installation Guide: "Troubleshooting Tips for Database Installations" "Troubleshooting the Provisioning Process"
Patching	The following section in the "Patch Monitoring and Troubleshooting" chapter in the Oracle Fusion Applications Patching Guide: "Monitoring and Troubleshooting Patches" "Troubleshooting RUP Installer Sessions" "Troubleshooting Language Pack Installer Sessions"
Performance, scalability, reliability	"Troubleshooting Performance, Scalability, Reliability" chapter in the Oracle Fusion Applications Performance and Tuning Guide
Component Areas
Oracle Business Intelligence	Oracle BI Enterprise Edition and Oracle Business Intelligence Publisher: Chapter 2, "Troubleshooting Oracle BI Enterprise Edition and Oracle Business Intelligence Publisher" Oracle Enterprise Performance Management: Chapter 5, "Troubleshooting Oracle Enterprise Performance Management" Oracle Transactional Business Intelligence: Chapter 7, "Troubleshooting Oracle Fusion Transactional Business Intelligence" Oracle Business Intelligence Applications Data Warehouse Administration Console: "Troubleshooting DAC" in the Oracle Fusion Middleware User's Guide for Oracle Business Intelligence Data Warehouse Administration Console
Oracle Data Integrator	Chapter 3, "Troubleshooting Oracle Data Integrator"
Oracle Enterprise Crawl and Search Framework	Chapter 4, "Troubleshooting Oracle Enterprise Crawl and Search Framework"
Oracle Enterprise Scheduler	Chapter 6, "Troubleshooting Oracle Enterprise Scheduler"
Oracle Identity Management	Chapter 8, "Troubleshooting Oracle Identity Management"
Oracle Metadata Repository	Chapter 9, "Troubleshooting Oracle Metadata Repository"
Oracle SOA Suite	Chapter 10, "Troubleshooting Oracle SOA Suite"
Oracle WebCenter Content	Chapter 11, "Troubleshooting Oracle WebCenter Content"
Oracle WebCenter Portal	Chapter 12, "Troubleshooting Oracle WebCenter Portal"

1.2 Basic Tasks for Troubleshooting

From time to time, you may receive a user complaint or an automatically generated incident notification about a problem with a particular Oracle Fusion application. For any problem that does not have an immediate and obvious solution, you can diagnose and resolve the problem more effectively by becoming familiar with incident functionality and by using a systematic process for troubleshooting.

While any problem may have unique features, the information that you gather systematically is likely to be useful during the troubleshooting process. The recommended process varies somewhat depending on whether or not your Oracle Fusion Applications environment includes Oracle Enterprise Manager Cloud Control.

This section contains the following topics:

• Process for Investigating, Reporting, and Solving a Problem Using Cloud Control

• General Process for Investigating, Reporting, and Solving a Problem

1.2.1 Process for Investigating, Reporting, and Solving a Problem Using Cloud Control

If your Oracle Fusion Applications environment includes Cloud Control, you can use the Problem Analysis and Analyze Logs options in Cloud Control to help you focus your investigation on the log messages and metrics that are most likely to help you determine the cause of the problem. You can also use Problem Analysis to make quick assessments of the health of your system, when no problems have been reported. For more information about using Problem Analysis for general monitoring, see the "Monitoring the Oracle Fusion Applications Middle Tier" chapter in Oracle Fusion Applications Administrator's Guide.

To help diagnose and address a problem in an Oracle Fusion Applications environment that includes Cloud Control, use the process steps described in Table 1-2:

Table 1-2 Tasks for Troubleshooting Oracle Fusion Applications Using Cloud Control

Task	Description	Documentation
Prerequisite	Before you diagnose a problem, familiarize yourself with the known issues for Oracle Fusion Applications with the Oracle Fusion Applications release notes.	Oracle Fusion Applications release notes
1 - Note error message details	If an Oracle Fusion application user reports an error message to you, make a note of any specific information that the error message may have provided, such as Incident ID, Server Domain, Server Instance, or Application Name.	Not applicable
2 - Use Problem Analysis to get details about specific metrics	If there is an alert for a particular metric, then use the Problem Analysis option in Cloud Control to scan performance metric charts, target status tables, and relevant log portions for indications of problem causes.	For information about using the Problem Analysis option, see the "Working with Cloud Control Problem Analysis and the Analyze Logs Options" section in the Oracle Fusion Applications Administrator's Guide.
3 - Make sure there is an incident record associated with the error or problem	If no incident was generated, create an incident manually. Using incidents for all problems helps you organize the information that you gather during the troubleshooting process.	For information about creating an incident manually, see the "Creating Incidents Manually Using Support Workbench" section in the Oracle Fusion Applications Administrator's Guide)
4 - Perform relevant diagnostic dumps	If the cause of the problem is still uncertain, manually perform any relevant diagnostic dumps, assigning the dump results to the incident you created.	For information about performing Oracle Fusion Middleware dumps, see the "Working with Diagnostic Dumps" section in the Oracle Fusion Middleware Administrator's Guide.
5 - Examine dumps, diagnostic test results, and other incident information	Examine any incident information that has been collected, such as any QuickTrace dumps or diagnostic test results that are associated with the incident, whether those dumps and test results were collected automatically or manually. You can view the results of diagnostic tests that are associated with an incident either from the Incident Detail page in Support Workbench or from the Diagnostic Dashboard.	For more information about working with QuickTrace dumps, see the "Working with Automatically Created QuickTrace Dumps" section in the Oracle Fusion Applications Administrator's Guide. For more information about viewing incident details from Support Workbench, see the "Viewing Incidents Using Support Workbench" section in the Oracle Fusion Applications Administrator's Guide. For more information about using the Diagnostic Dashboard to view diagnostic test results, see the "Using the Diagnostic Dashboard to View the Results of Diagnostic Tests" section in the Oracle Fusion Applications Administrator's Guide.
6 - Review log file entries	If the cause of the problem is still uncertain, view recent information in the standard log files for any of the following that may be relevant:Oracle Fusion Applications Oracle Fusion Middleware Oracle Business Intelligence Oracle Enterprise Scheduler Service Oracle Service-Oriented Architecture (SOA) Suite	For more information about locating log files for Oracle Fusion Applications, see the "Typical Log File Locations" section in the Oracle Fusion Applications Administrator's Guide. For more information about locating log files for Oracle Fusion Middleware components, see the "Log File Location" table in Oracle Fusion Middleware Administrator's Guide. For more information about locating log files for Oracle Enterprise Scheduler, see the "Managing Logging for Oracle Enterprise Scheduler," "Managing Log File Space Usage for C Applications," or "Correlating Log Messages for Oracle Enterprise Scheduler Jobs" sections in Oracle Fusion Applications Administrator's Guide.
7 - Associate additional diagnostic test results with the incident	If you want to run more diagnostic tests for the relevant Oracle Fusion application or attach the results of such manually-run diagnostic tests to the incident, navigate from Cloud Control to the Diagnostic Dashboard to perform those tasks.	For information about obtaining or granting access to the Diagnostic Dashboard, see the "Controlling Access to Diagnostic Testing Functionality" section in the Oracle Fusion Applications Administrator's Guide. For information about navigating from Cloud Control to the Diagnostic Dashboard, see the "Navigating to the Diagnostic Dashboard from Cloud Control" section in the Oracle Fusion Applications Administrator's Guide. For information about using the Diagnostic Dashboard to run diagnostic tests, see the "Using Diagnostic Tests to Monitor Normal System Health" section in the Oracle Fusion Applications Administrator's Guide. For information about the individual diagnostic tests that are provided with this release, see the Oracle Fusion Applications Common User Guide in Oracle Fusion Applications Help. For information about adding diagnostic test results to an incident, see the "Sending Diagnostic Test Results to Oracle Support" section in the Oracle Fusion Applications Administrator's Guide.
8 - Adjust log settings to gather more information and attempt to replicate the problem	If necessary, change the setting that governs the amount of information to be logged, try to replicate the problem, and inspect the newly logged information. The steps for increasing the amount of information to be logged may vary depending on the application involved: For most Oracle Fusion applications, standardized logging mechanisms place information in log files that you can view from Fusion Applications Control. You can increase the amount of information to be gathered for a particular user or for a whole site. If the problem occurred in an application that uses nonstandard mechanisms for logging, such as certain Oracle Fusion Incentive Compensation batch jobs, certain Oracle Fusion General Ledger batch jobs, or the AutoInvoice portion of the Oracle Fusion Receivables application, then you may need to turn on a logging facility that is normally disabled and specify the kind of information you want to gather.	For more information about logging more information from an Oracle Fusion application that uses standard logging mechanisms, see the "Assisting Users in Gathering Data Using Troubleshooting Options" and "Using Profile Options to Configure Standard Log Settings" sections in Oracle Fusion Applications Administrator's Guide. For more information about logging more information from an Oracle Fusion application or component that uses nonstandard logging mechanisms, see the "Using Additional Settings to Configure Logs for Selected Components" section in the Oracle Fusion Applications Administrator's Guide.
9 - Search My Oracle Support for related information and solutions	If the cause of the problem is still uncertain, click My Oracle Support Knowledge in the Problem Details or Incident Details page and log in to the My Oracle Support knowledge base to search for related information and solutions.	For more information about using My Oracle Support, see Section 14.1.
10 - File a service request with Oracle Support, including all relevant information	If you have not succeeded in resolving the problem, use Support Workbench to package the problem or incident along with all related dump files and diagnostic reports and then send the package to Oracle Support as a Service Request.	For more information, see the "Packaging Incidents Using Support Workbench" section in the Oracle Fusion Applications Administrator's Guide and the topic "Problem Details Page" in the Cloud Control online help.

1.2.2 General Process for Investigating, Reporting, and Solving a Problem

To help diagnose and address a problem in an Oracle Fusion Applications environment that does not include Cloud Control, use the process steps described in Table 1-3:

Note:

All Oracle Fusion Applications customers can use the Automatic Diagnostic Repository Command Interpreter (adrci) to work with incidents. However, if your Oracle Fusion Applications environment includes Cloud Control, it is recommended that you use Support Workbench to work with incidents, as it provides more convenient ways to perform operations that otherwise require knowledge of specific (adrci) commands.

Table 1-3 Tasks for Troubleshooting Oracle Fusion Applications Without Cloud Control

Task	Description	Documentation
Prerequisite	Before you diagnose a problem, familiarize yourself with the known issues for Oracle Fusion Applications with the Oracle Fusion Applications release notes.	Oracle Fusion Applications release notes
1 - Note error message details	If an Oracle Fusion application user reports an error message to you, make a note of any specific information that the error message may have provided, such as Incident ID, Server Domain, Server Instance, and Application Name.	Not applicable
2 - Search for any applicable error message documentation	Check whether the specific error message you are troubleshooting is documented.	For information about Oracle Fusion Middleware error messages, see the Oracle Fusion Middleware Error Messages Reference. For information about error messages that are specifically related to Oracle Fusion Applications, see any of the later chapters of this book that relate to the problem you are troubleshooting.
3 - Make sure there is an incident record associated with the error or problem	If no incident was generated automatically, use Oracle WebLogic Scripting Tool (WLST) to create an incident manually. Using incidents for all problems helps you organize the information that you gather during the troubleshooting process.	For information about creating an incident manually, see the "Creating an Incident Manually" section in the Oracle Fusion Middleware Administrator's Guide.)
4 - Perform any additional relevant diagnostic dumps and assign the results to the incident	If the cause of the problem is uncertain, manually perform any relevant diagnostic dumps, assigning the dump results to the incident you created.	For information about performing Oracle Fusion Middleware dumps, see the "Working with Diagnostic Dumps" section in the Oracle Fusion Middleware Administrator's Guide.
5 - Examine dumps, diagnostic test results, and other incident information	Examine any information that was collected and stored in the incident directory, such as QuickTrace dumps, Oracle Fusion Middleware dumps, and the results of any Oracle Fusion Applications diagnostic tests that may have been run, whether the tests and dumps were run automatically or were created manually.	For more information about incident directory locations, see the section "Managing Oracle Fusion Applications Problems and Incidents" in the Oracle Fusion Applications Administrator's Guide. For more information about how to work with QuickTrace dumps, see the section"Working with Automatically Created QuickTrace Dumps" in the Oracle Fusion Applications Administrator's Guide.
6 - Review log file entries	If the cause of the problem is still uncertain, view recent information in the log files for any of the following that may be relevant: Oracle Fusion Applications Oracle Fusion Middleware components	For more information about locating log files for Oracle Fusion Applications, see the section "Typical Log File Locations" in Oracle Fusion Applications Administrator's Guide. For more information about locating log files for Oracle Fusion Middleware components, see the "Log File Location" table in the Oracle Fusion Middleware Administrator's Guide. For more information about locating log files for Oracle Enterprise Scheduler, see the "Managing Logging for Oracle Enterprise Scheduler," "Managing Log File Space Usage for C Applications," or "Correlating Log Messages for Oracle Enterprise Scheduler Jobs" sections in the Oracle Fusion Applications Administrator's Guide.
7 - Associate additional diagnostic test results with the incident	Using the Diagnostic Dashboard, search for and run any additional diagnostic tests that are related to the Oracle Fusion application feature in which the problem occurred, inspect the results, and manually associate the results with the incident.	For information about obtaining or granting access to the Diagnostic Dashboard, see the "Controlling Access to Diagnostic Testing Functionality" section in the Oracle Fusion Applications Administrator's Guide. For information about navigating to the Diagnostic Dashboard, see the "Navigating to the Diagnostic Dashboard from an Oracle Fusion Application" section in the Oracle Fusion Applications Administrator's Guide. For information about using the Diagnostic Dashboard to run diagnostic tests, see the "Using Diagnostic Tests to Monitor Normal System Health" section in the Oracle Fusion Applications Administrator's Guide. For information about the individual diagnostic tests that are provided with this release, see the Oracle Fusion Applications Common User Guide in Oracle Fusion Applications Help. For information about adding diagnostic test results to an incident, see the "Sending Diagnostic Test Results to Oracle Support" section in the Oracle Fusion Applications Administrator's Guide.
8 - Adjust log settings to gather more information and attempt to replicate the problem	If necessary, change the setting that governs the amount of information to be logged, try to replicate the problem, and inspect the newly logged information. The steps for increasing the amount of information to be logged may vary depending on the application involved: For most Oracle Fusion applications, standardized logging mechanisms place information in log files that you can view from Fusion Applications Control. You can increase the amount of information to be gathered for a particular user or for a whole site. If the problem occurred in an application that uses nonstandard mechanisms for logging, such as certain Oracle Fusion Incentive Compensation batch jobs, certain Oracle Fusion General Ledger batch jobs, or the AutoInvoice portion of the Oracle Fusion Receivables application, then you may need to turn on a logging facility that is normally disabled and specify the kind of information you want to gather.	For more information about logging more information from an Oracle Fusion application that uses standard logging mechanisms, see the "Assisting Users in Gathering Data Using Troubleshooting Options" and "Using Profile Options to Configure Standard Log Settings" sections in the Oracle Fusion Applications Administrator's Guide. For more information about logging more information from an Oracle Fusion application or component that uses nonstandard logging mechanisms, see the "Using Additional Settings to Configure Logs for Selected Components" section in the Oracle Fusion Applications Administrator's Guide.
9 - Search My Oracle Support for related information and solutions	If the cause of the problem is still uncertain, search the My Oracle Support knowledge base for related information and solutions.	For more information about using My Oracle Support, see Section 14.1.
10 - File a service request with Oracle Support, including all relevant information	If you have not succeeded in resolving the problem, use the Automatic Diagnostic Repository Command Interpreter (adrci) to package the problem or incident along with all related dump files and diagnostic reports, and then send the package to Oracle Support as a Service Request.	For more information about adding files to an incident and packaging the incident into a zip file, see the "Packaging an Incident" section in the Oracle Fusion Middleware Administrator's Guide.

1.3 Resolving Common Oracle Fusion Applications Problems

The following resources provide common Oracle Fusion applications issues users may encounter:

• "Troubleshooting Customizations" section in the Oracle Fusion Applications Extensibility Guide

• "Troubleshooting UI Shell Issues" section in the Oracle Fusion Applications Developer's Guide

This section describes additional application-specific errors you can resolve for end users:

• Section 1.3.1, "File Uploads Fail"

• Section 1.3.2, "Search Is Not Available for an Oracle Fusion Application"

1.3.1 File Uploads Fail

Problem

When the end user attempts to upload a file that is too large, the application displays the following message:

Warning: The file upload failed.
The file could not be uploaded because it is too large.

Solution

Replace the entire org.apache.myfaces.trinidad.webapp.UploadedFileProcessor class with the <uploaded-file-processor> element in the trinidad-config.xml configuration files. see the "What You May Need to Know About Temporary File Storage" section in the Oracle Fusion Middleware Web User Interface Developer's Guide for Oracle Application Development Framework (Oracle Fusion Applications Edition).

1.3.2 Search Is Not Available for an Oracle Fusion Application

Problem

The Search area in the global area of an Oracle Fusion application does not display

Description of the illustration appsearch.gif

Solution

To resolve this problem, perform the procedure in the "Enable the Oracle Fusion Applications Search UI" section of the Oracle Fusion Applications Administrator's Guide.