Bookshelf v8.0: Troubleshooting Siebel Collaboration Setup

This topic provides guidelines for resolving Siebel Collaboration setup problems.

You can find information to help you diagnose setup problems with Siebel Collaboration in the following files:

NOTE: For general information about Siebel log files, see the Siebel System Monitoring and Diagnostics Guide.

If an error occurs in the Siebel application, check the log files on the Siebel Server. If an error occurs in the team space, check the Event Viewer log. If the log indicates a problem on the Siebel Server, then check the Siebel Server log also.

Troubleshooting Reference for Siebel Collaboration Setup

This topic provides guidelines for resolving Siebel Collaboration Setup problems. To resolve the problem, look for it in the list of Symptoms/Error messages in Table 5.

Table 5 describes possible symptoms and error messages when setting up Siebel Collaboration and their corresponding causes and solutions.

Table 5. Troubleshooting the Siebel Collaboration Setup
Symptom/Error Message	Diagnostic Steps/Causes	Solution
In the Siebel application, the Collaborate and Create Team Space buttons do not appear.	Siebel Collaboration is not enabled in the Siebel application CFG file. License key for Siebel Collaboration has not been entered. The Internet Explorer browser cache needs to be cleared. User authentication is not set correctly.	Confirm that the parameter CollaborationEnabled is set to TRUE in application CFG file. (See Editing the Siebel Application CFG File for Siebel Collaboration.) Confirm that the license key for Collaboration has been installed. (See Siebel Applications Administration Guide.) Clear the Internet Explorer cache. Delete cached files, all offline content, and objects. Confirm that UserAuthentication is set to ADSI or SSO. If set to ADSI, then confirm that the [LDAPSecAdpt] section is configured correctly. (See Editing the Siebel Application CFG File for Siebel Collaboration.)
In the Siebel application, the Team Space column does not appear.
In the Siebel application, Collaborate and Team Space buttons are disabled. In the Siebel application, the Team Space column is empty (does not show any icons).	The Siebel Server is not configured correctly with the Siebel-SharePoint Integration Web Service. The Siebel application cannot communicate with the Siebel-SharePoint Integration Web Service on the SharePoint host machine	Confirm the configuration for the Siebel-SharePoint Integration Web Service. See Setting Up Inbound and Outbound Web Services for Siebel Collaboration. Confirm that IIS and the World Wide Web Publishing Service are running on the SharePoint host machine. Confirm that the Siebel-SharePoint Integration Web Service is running. Confirm that application CFG has been edited correctly; in particular, make sure that the SecurityToken in the CFG file matches the SecurityToken in the config.xml file. (See Editing the Siebel Application CFG File for Siebel Collaboration.)
In the Siebel application, when a user clicks Collaborate, the application displays the message, "Collaboration user ID cannot be located."	Siebel Collaboration has been configured for SSO user authentication and the user has not been added to the Siebel Server's SSO Team Space Collaboration record.	Add the user to the Team Space Collaboration record in the SSO Systems Administration list. (See Setting Up the Single Sign-On Table for Siebel Collaboration.)
In the Siebel application, when a user clicks Collaborate, a Windows login dialog box appears.	The user does not have access to the SharePoint host machine. The SharePoint host machine has not be added to the browser as a local or trusted site with automatic logon.	Confirm that, external to the Siebel application, the user has login access to the SharePoint host machine. Add the SharePoint host machine as a local or trusted site: In Internet Explorer, navigate to Tools > Internet Options > Security. Add the SharePoint host machine in either the Local intranet or Trusted sites zone. For the security level of the zone, set the User Authentication > Logon setting to Automatic logon with current username and password.
In the Siebel application, when a user clicks Collaborate, the team site page displays an error page with the message, 'The "SiebelWebPart" Web Part appears to be causing a problem.'	The Siebel Web Part is incorrectly configured on the SharePoint server.	Confirm that the policy file for the SharePoint portal site is correctly configured.
The Siebel Web Part displays the message, "Web Part Error: A Web Part or Web Form Control on this Web Part Page cannot be displayed or imported because it is not registered on this site as safe."	The Siebel Web Part is incorrectly configured on the SharePoint server.	Confirm that Siebel Web Part has been registered as a safe control in the web.config file for the SharePoint portal site. This is located in the SharePoint Portal Server home directory.
The Siebel Web Part displays the message, "An Unexpected Error occurred."	The Siebel Web Part cannot communicate with the Siebel-SharePoint Integration Web Service.	Confirm that the Siebel-SharePoint Integration Web Service is running. Confirm that the URI for the Siebel-SharePoint Integration Web Service is correctly specified in the registry. (See Configuring the Collaboration Service.)
The Siebel Web Part displays the message, "Unable to retrieve the Siebel data for this site."	The Siebel-SharePoint Integration Web Service cannot communicate with the Siebel inbound Web Service. The Siebel-SharePoint Integration Web Service is not configured correctly.	Confirm that the correct URI for the Siebel inbound Web Service is specified in the config.xml file. (See Configuring the Collaboration Service.) Confirm that the Siebel inbound Web Service is running. Confirm that the correct values are specified in the registry settings through the WebParts.reg and IntegrationWebService.reg files; in particular, make sure that the names for the XSL files are correct. (See Configuring the Collaboration Service.)
The Siebel Web Part displays any other error message.	The Siebel Web Part is not configured correctly. The Siebel-SharePoint Integration Web Service is not configured correctly. The Siebel-SharePoint Integration Web Service cannot communicate with the Siebel inbound Web Service.	Check the Event Viewer (Application log) on the SharePoint server. Confirm that the correct values are specified in the registry settings through the WebParts.reg and IntegrationWebService.reg files. (See Configuring the Collaboration Service.) Confirm that the correct URI for the Siebel inbound Web Service is specified in the config.xml file. (See Configuring the Collaboration Service.) Confirm that the Siebel inbound Web Service is running. (See Setting Up Inbound and Outbound Web Services for Siebel Collaboration.)