5
Troubleshooting

This chapter contains information relating to troubleshooting installation of Oracle eMail Server.

This chapter contains these topics:

Troubleshooting the Installation

Troubleshooting OEM E-mail Capacity Monitoring Pack

Troubleshooting the Installation

This section contains information for assisting with installation errors and problem diagnosis. The install.log file located in the $ORACLE_HOME/orainst directory indicates any errors encountered during installation.

Common Errors

Most installation errors typically involve failure to carefully follow preinstallation instructions. The following table describes common installation problems, what may have caused them, and what you should check or do to correct the problem.

Problem	Probable Cause	Corrective Action
Error in creating or upgrading database objects	Database not running or available Listener not running	Start the database or listener prior to database actions
Error in accessing shared library	Failing to properly set the LD_LIBRARY_PATH	Set the variable as described in Chapter 1
Database-related Installer error messages	Starting installation without the database running	Start database prior to installation. See Chapter 1
Permission problems during installation	Attempting to install as the wrong user	Log on as the Oracle account prior to installation. See Chapter 2
eMail Server fails due to insufficient database resources	Failing to edit the initsid.ora file located in the $ORACLE_HOME/dbs directory to reflect the minimum values for the listed parameters	Check the ORACLE_HOME/office/log file for error description. Edit the initialization parameter file as described in Chapter 1
Some or all eMail Server processes do not load	Insufficient disk, RAM, or swap space	Check memory and disk space. See the eMail Server Administration Guide for requirements.

Contacting Oracle Support Services

Before calling Oracle Support Services, verify that your software, database, and environment configurations match those described in Chapter 1. Be prepared with your CSI number (if applicable) or full contact details, including any special project information, complete release numbers of eMail Server and associated products, operating system name and version number. Record any error code numbers and full description of the issue, including:

• What did or did not happen?
  For example, the command used and result obtained.

• When did it happen?
  For example, during peak system load, or after a certain command, or after an O/S upgrade.

• Where did it happen?
  For example, on a particular system or within a certain procedure or table.

• What is the extent of the problem?
  For example, production system unavailable, or moderate impact but increasing with time, or minimal impact and stable.

• Maintain copies of trace files, core dumps, and redo log files recorded at or near the time of the incident. Oracle Support Services might need these to further investigate the problem.

For installation-related problems, have the following additional information available:

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

• Location and names of the Configuration Wizard log files:
  • $ORACLE_HOME/office/log/SID/IOSETUP.log

• Log files are located in $ORACLE_BASE/oraInventory/logs:
  • installActions.log

  • iosetup.log

  • iorelink.log

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

• In the USA: 1.650.506.1500

• In Europe: [phone]

• In Asia: +61 3.924.6060

Troubleshooting OEM E-mail Capacity Monitoring Pack

Problem	Probable Cause	Corrective Action
Failure to discover a database		Make sure an entry for the database is in the tnsnames.ora file on the node where the agent is running. On a UNIX platform, check the oratab file, also. Stop and restart the agent if the database was not available when the agent was last started. When the agent starts, database entries are written to the services.ora file in the $ORACLE_HOME/network/agent directory on the server side. The node is down or is not running an Oracle Agent, version 7.33 or higher. You must be using a TCP/IP network protocol.