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Oracle Content Management Software Development Kit (Oracle CM SDK) Installation Guide
Release 9.0.3 for Windows NT/2000

Part Number B10053-01
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6
Troubleshooting

This chapter describes common installation problems and solutions.

Installation Problems

Most installation errors involve failure to carefully follow pre-installation instructions. The following table describes some common installation problems, what may have caused them, and what you should do to correct the problem. Note that installation and configuration actions are captured in two different log files that you can examine to assist in troubleshooting efforts:

Deinstalling Oracle CM SDK

To deinstall Oracle CM SDK, you must run the Oracle Universal Installer, as follows:

  1. Logon using the account that installed and configured Oracle CM SDK. Typically, this is an account called "oracle" or the Administrator account.

  2. Stop the domain and nodes. For HTTP nodes, stop their OC4J processes.

  3. Shut down all protocol servers and agents using the appropriate command for your release of the product:

    Release Command

    Oracle Internet File System 1.0

    ORACLE_HOME\ifs\bin\ifsstop

    Oracle Internet File System 1.1.x

    ORACLE_HOME\ifs1.1\bin\ifsstop

    Oracle Internet File System 9.0.1, 9.0.2

    ORACLE_HOME\9ifs\bin\ifsstopdomain

    (Or, use the Oracle Enterprise Manager Console to stop the domain and all nodes.)

    Oracle Content Management SDK 9.0.3

    ORACLE_HOME\ifs\cmsdk\bin\ifsctl stop

    (Or, use the Oracle Enterprise Manager Console to stop the domain and all nodes.)

  1. Allow some time for all processes to stop.

  2. Launch the Oracle Universal Installer (setup.exe) from the command prompt:

    C:\Program Files\Oracle\oui\install\setup
    
    
  3. On the Welcome page, click the Deinstall Products button. The Inventory page displays.

  4. On the Inventory page, click the ORACLE_HOME directory to display all installed components. Oracle CM SDK should be included in the list.

  5. Select Oracle CM SDK from the list and then click Remove.

  6. Click Yes to confirm the Oracle CM SDK deinstallation. The software components will all be removed, and in a moment, the Oracle Universal Installer redisplays.

  7. Click the Close button.

  8. Exit the Oracle Universal Installer.

  9. To completely remove the Oracle CM SDK directory from the computer, you must logon as the Windows NT/2000 Administrator (or oracle) and delete the contents of the ORACLE_HOME\ifs directory manually.

When to Contact Oracle Support Services

You can contact Oracle Support Services at http://metalink.oracle.com.

Before calling Oracle Support Services:

Verify that your software, database, and environment meet Chapter 2, "Requirements" requirements.

Have available your CSI number (if applicable) or full contact details, including any special project information, complete release numbers of Oracle CM SDK and associated products, operating system name and version number.

Document error codes, messages, and all other details of the issue, including:

  • What occurred or did not occur? For example, what command was used and what was the result?

  • When did it occur? For example, during peak system load, after entering a specific command, or after upgrading the operating system?

  • Where did it occur? For example, on the database machine or on the Oracle CM SDK machine?

  • What is the extent of the problem? For example, is a production system unavailable, or is the impact minimal?

Keep copies of installation logs, Oracle CM SDK logs, Oracle Text logs, trace files, core dumps, and redo log files from the time of the incident. Oracle Support Services may need these to further investigate your problem.

For installation-related problems, please have available:

Oracle Support Services can be reached at the following numbers. The hours are detailed in your support contract.

For a complete list of Support Numbers, see: http://www.oracle.com/support/contact_us/sup_hot_phone.html


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