6
Troubleshooting

This chapter describes common installation problems and solutions.

• Installation Problems

• Deinstalling Oracle CM SDK

• When to Contact Oracle Support Services

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:

• C:\Program Files\Oracle\Inventory\logs\installActions.log file records any errors encountered during installation.

• ORACLE_HOME\ifs\cmsdk\log\CmsdkConfig.log file records errors encountered during Oracle CM SDK configuration.

  Problem	Probable Cause	Corrective Action
  "Classpath verification error" message displays when running Oracle CM SDK Configuration Assistant.	Missing library files. The Configuration Assistant checks for translator.zip file, and raises the error message if it is missing. (Oracle CM SDK requires LoadJava, which is supported by the SQLJ library contained in translator.zip).	Re-install Oracle9i Application Server.
  Error in creating or upgrading database objects.	The database is not running or is not available, or the Listener is not running.	Start the database and listener prior to configuration.
  Database-related Installer error messages.	Starting installation without the database running. Attempting to configure Oracle CM SDK without correctly configuring Oracle Text.	Start database prior to installation and check the tnsnames.ora and listener.ora files.
  Permission problems during installation.	Attempting to install as the wrong user.	Check filesystem permissions. Install Oracle CM SDK using the same account used to install Oracle9i Application Server on the machine.
  Oracle CM SDK servers fail due to insufficient database resources.	Values in initsid.ora are too low.	Check the ORACLE_HOME\ifs\cmsdk\log directory for the log file of the failed server. Edit the initsid.ora file (or change the SPFILE), but provide larger values.
  ifsca hangs during "Verifying Oracle Text" phase.	ctxhx is misconfigured and is spinning.	Using the Task Manager, check your operating system processes to verify that ctxhx is using more than 80% of a CPU and does not complete within a minute. Terminate the ctxhx process using Task Manager. Rerun ifsca.bat. If that does not solve the problem, then test ctxhx independently of ifsca.bat as follows: cd ORACLE_HOME\ctx\bin .\ctxhx ORACLE_HOME\ifs\cmsdk\ admin\binaries\ifsctxtest.doc test.html If this fails, contact Oracle Support Services. If this succeeds, then test VerifyContext independently of ifsca.bat. Create a temporary table with a BLOB column. Create an Oracle Text index on that BLOB column. Put a simple Microsoft Word document into the BLOB column. Synchronize the Oracle Text index. Query for the document content. Test VerifyContext by performing the following procedures: Set CLASSPATH to include the following: ORACLE_HOME\ifs\cmskd\lib\files.jar ORACLE_HOME\ifs\cmskd\settings.jar ORACLE_HOME\jdbc\lib\classes12.zip Then run the following two commands: cd ORACLE_HOME\ifs\cmsdk\admin\binaries java -classpath $CLASSPATH oracle.ifs.admin.tools.schema.VerifyContext SYS SYS_password ORACLE_HOME\ifs\ cmsdk\admin\binaries\ifsctxtest.doc
  		(cont.) If the database is on a separate computer, supply the optional JDBC connect string, such as: jdbc:oracle:oci8:@myTNSalias Examine the output of VerifyContext to determine the source of the error.
  "Out of database cursors" message written to ORACLE_HOME\ifs\cmsdk\ log\domain_name\node_name.log	Values of the open_cursors in the initsid.ora are too low.	Modify the initsid.ora file or change the SPFILE using a larger value for open_cursors.
  Server is slow	Tuning needs to be done.	See the chapter on Oracle CM SDK troubleshooting in the Oracle Content Management SDK Administration Guide.
  Cannot search on document contents after upgrading the Oracle CM SDK schema from version 1.1.x	Oracle Text index was not re-populated.	See Chapter 3, "Installation and Configuration" for more information.

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.)

4. Allow some time for all processes to stop.

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

   C:\Program Files\Oracle\oui\install\setup
   
   

6. On the Welcome page, click the Deinstall Products button. The Inventory page displays.

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

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

9. 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.

10. Click the Close button.

11. Exit the Oracle Universal Installer.

12. 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:

• Listings of the contents of ORACLE_HOME and any staging area, if used.

• All log files from the ORACLE_HOME\ifs\cmsdk\log directory.

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

• In the USA: 1.800.223.1711

• In Europe: +44 1344 860160

• In APAC (Asia Pacific): +61 3.9246.0607

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