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Users Who Cannot See Records When Connected Locally

There are many reasons why mobile users may not see a record through the user interface when connected to their local database. To troubleshoot such an issue, the instructions in this FAQ may help you determine the reasons for the behavior.

The following paragraphs describe several situations and tips to solve the problems.

Navigate to the Remote Administration > Mobile Clients view. Make sure the Mobile Client has the appropriate routing model. In addition, make sure the Receiving Transactions check box is checked. If the routing model is set correctly but Receiving Transactions is not checked, search the database extract log file for errors. It is an indication that database extraction is not successful.

Navigate to the Application Administration >System Preferences view; verify that the 'Docking: Transaction Logging' parameter value is set to True. If this parameter is set to False, you should set it to True, after which you must reextract the Mobile Web Clients.

Make sure the transaction processor and router are running and also check the transaction processor(txnproc_xxx.log) and router(txnroute_xxx.log) log files for errors.

For limited visibility records, make sure that the record in question is visible in one of the "My... "or "My Team's" views when the same user is connected directly to the server. For Organization, Opportunity, Contact and Service Request Dock Object, these records are also routed to the mobile users if the records are available through drilldown from a My or My Team's view. A list of limited and Enterprise visible objects can be found by using Siebel Tools to query the repository.

Use the visutl.exe utility to check if the mobile user has visibility to the records. Review the log file generated by this utility. If visutl.exe reports that the record is not visible, this means that the record does not reside on the mobile user's local database. You can find a logical explanation for what makes certain records visible to the mobile users by logging into Siebel Tools. Using the Flat tab, navigate to the Dock Object Table in the Object Explorer. Once you have done this, go back to the Types tab, and choose Dock Object >Dock Object Visibility Rule object type. In the Dock Object Visibility Rule object List Editor window, right scroll to the Comments field. You will find the explanation for each rule that is associated to that dock object. Refer to the FAQ question, "What is visutl and how do I run it?"

If the visutl.exe reports that the record is visible, log on using isql55 to verify if the record resides on the local database. Refer to FAQ, "How to log on a local database using isql55."

Once you have logged on successfully, run the following query:

Select * from SIEBEL.<TABLENAME> where ROW_ID = '<Rowid of the non-visible record>'

If the record resides on the local database but is not visible through the user interface, and if you are using a custom SRF file, try to log in to the Siebel application using the standard SRF file. If the records are visible, something in your configuration is filtering out the records. Investigate your configuration.

In addition, you may also start up your Siebel Application with the /S option to spool out the SQL that is being run on the view that does not show the record. Look at the query/joins that are being run to see what may be filtering out the records that should be visible on the User Interface. Refer to the Technical Note, "Using the /S Option to Examine the SQL generated by Siebel Enterprise Applications."

If the record does not reside on the local database, this indicates a potential problem with the Siebel Remote processes. Confirm that the user has synchronized successfully with the remote server. Check the Synthrd_xxx.log files for any errors. If transaction, router and synchronizing are fine, reextract the user and see if the record is visible after the reextraction.

If you are using a collating sequence other than 1252, read Alert, "The SQL Anywhere collating sequence treats characters and their accented or special counterparts as duplicates."

If you still need assistance, send Technical Support the visutl.log located in the current directory where you run the visutl.exe for analysis. In addition, you may perform the following test:

Create a couple of transactions in which you want the Mobile Web Client to have visibility, then start the transaction processor. Next, you start the transaction router with the following event levels set: GenericLog=4, Trace=4, SqlparseandExecute=4. Send the transaction processor and router trace file and the DX files in the <SiebelRoot>\docking\<client>\outbox folder to support@siebel.com for analysis.


 Siebel Remote and Replication Manager Administration Guide 
 Published: 19 November 2003