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This guide also applies to on-premise implementations

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12 Troubleshooting

This chapter contains the following:

Troubleshooting Process: Examples

Diagnostic Tests: Highlights

Common Diagnostic Tests

FAQs for Troubleshooting

Troubleshooting Process: Examples

When you encounter an issue, you can try to diagnose it yourself and follow up with your help desk as needed. You can also take preventive measures and identify potential issues before running into real problems. Use these scenarios to understand how you can proceed and how the troubleshooting process might go.

Note

You can run diagnostic tests only if you have roles that let you do so.

Diagnostics Tests - Health Check

This example shows running a diagnostic test to verify that data is correct before starting a large-volume task.

  1. You are a general ledger manager, and you periodically run relevant diagnostic tests to check on data, setup, and configurations, especially before closing the period.

  2. You go to the Diagnostic dashboard and run the General Ledger Misclassified Accounts Validations test, to make sure that all accounts are correctly classified.

  3. You review the test results and confirm that the accounts are ready for the period close process.

Diagnostic Tests - Troubleshooting

This example shows running a diagnostic test to start the troubleshooting process.

  1. You are a general ledger manager, and you run into issues with the period close process.

  2. You go to the Diagnostic dashboard and search for diagnostic tests using tags, with Financial Control and Reporting as the tag name.

  3. You browse the search results for tests with Close Ledgers as the tag value

  4. You find and run the appropriate test, General Ledger Closing Validations.

  5. The diagnostic test results show issues that you cannot fix yourself, which are validation errors in setup, configuration, or data integrity, in this case incomplete accounting setup.

  6. You notify your help desk regarding the diagnostic test validation failures and describe your issue.

    Note

    If the test results had shown issues that you cannot fix yourself, but did not have validation errors, then you would ask your help desk to create an incident, and the help desk would take over in the troubleshooting process.

  7. Your help desk performs a fix and asks you to rerun the test.

  8. You repeat steps 4 through 7 until the test completes with no issues identified.

Diagnostic Tests - Data Analysis

This example shows running a diagnostic test to collect data for analysis.

  1. You are a purchasing buyer, and you notice unexpected data in a specific purchasing document.

  2. You search in Oracle Fusion Applications Help for information related to purchasing documents, to see if there is any help regarding relevant troubleshooting. You also find a list of predefined diagnostic tests, and check if there is a relevant diagnostic test.

  3. You go to the Diagnostic dashboard and run the appropriate test, Manage Purchasing Documents Lifecycle - Validate.

  4. You review the test results, which provide all the details about the particular purchasing document.

  5. You identify the reason for the unexpected data and resolve the issue yourself.

Incidents and Troubleshooting Options

This example shows a process involving an incident and troubleshooting options.

  1. You encounter a system error message that mentions an incident, for example, An application error has occurred. Your help desk can use the following information to obtain a more detailed description of this incident, followed by incident identification information.

  2. The help desk is notified regarding this incident. You capture the details in the error message, including the incident number, to use if you need to contact the help desk.

  3. The help desk evaluates your incident.

  4. Your help desk decides that more diagnostic information is needed and grants you temporary access to the Troubleshooting Options menu item.

  5. The help desk asks you to set troubleshooting options with specific settings, including the Severity Level field, and then to reproduce the problem.

  6. You save the options, and sign out and sign back in so that the severity level for logging takes effect. You reproduce the problem, and additional diagnostic information is captured.

  7. The help desk asks you to return all troubleshooting options to the original setting, revokes your access to the options, and analyzes the captured diagnostics.

  8. Your help desk is unsure how to resolve the problem and checks for a solution in the My Oracle Support knowledge base.

  9. The help desk finds something that might work and tries it out. Only if necessary, the help desk would send the incident to Oracle Support for help in resolving the issue.

Diagnostic Tests: Highlights

Diagnostic tests are used in the troubleshooting process to identify and resolve issues. Diagnostic tests are available from the Diagnostic dashboard, which you access from the global area by selecting Settings and Actions - Troubleshooting - Run Diagnostic Tests. If you do not see this menu item, then your help desk can make it available to you.

Using and managing diagnostic tests in general are described fully in the Oracle Fusion Applications Administrator's Guide. As you read content from that guide, you can ignore discussions about the command line interface because selecting Run Diagnostic Tests does not take you there.

Note

To get a list of predefined diagnostic tests, as well as some information about each test, see assets with the Diagnostic Test type in Oracle Enterprise Repository for Oracle Fusion Applications (http://fusionappsoer.oracle.com).

Finding and Running Diagnostic Tests

Reviewing Diagnostic Tests

After you submit a diagnostic test run, you can perform other tasks for your own submissions. Your roles determine if you can perform any of these tasks on diagnostic tests that others submitted.

Common Diagnostic Tests

Application User Session Run Time Diagnostic Test

Use the Application User Session Run Time diagnostic test to analyze the application user session run-time data of any Oracle Fusion application.

Run this test from the Diagnostic dashboard.

Parameters

Application User Session Cookie

Enter the cookie to identify the user session that you want to analyze. To obtain the session cookie value:

  1. Run the Application User Session Configuration diagnostic test to make sure that the ApplSession configuration values for your Oracle Fusion application are correct.

  2. Use a valid user name and password to sign in to your Oracle Fusion application.

  3. Display the list of cookies in your browser, according to instructions for the browser.

  4. In the cookies listed for your domain site, select the cookie named ORA_FND_SESSION_<DATABASE_SID>. Your domain site is the host in the URL, for example oracle.com in the URL http://example.us.oracle.com, and <DATABASE_SID> is your database session ID.

  5. Inspect the Content field, which has the format pillar_name:session_cookie_value:timestamp. The value that you need to enter for the Application User Session Cookie parameter is the session_cookie_value part, which appears between two colons.

If you cannot locate the cookie in step 4, then no application user session has been created for your application.

FAQs for Troubleshooting

What's an incident?

An incident is a collection of diagnostic information related to a critical application error. This information shows the state of the application at the time the problem occurred. Incidents are automatically forwarded to your help desk. If you encounter an error message for an issue severe enough to prevent you from continuing in your work, then an incident is automatically created. Any diagnostic tests associated with the error message would also run automatically, with the results added to the incident. Your help desk can also manually create incidents.

What are troubleshooting options?

Troubleshooting options control what and how diagnostic information is captured in log or trace files while you reproduce a problem that you previously encountered. Your help desk can use this information to troubleshoot your issue. If you are asked to set these options, then your help desk would tell you the exact settings to use and when to reproduce the issue. Depending on the settings you use, or if you enable all the options, you can expect an impact on performance when you use the application.

Access troubleshooting options from the global area by selecting Settings and Actions - Troubleshooting - Troubleshooting Options. If you do not see this menu item, then your help desk can make it available to you.