Siebel Store-and-Forward Messaging Guide for Mobile Web Client > Installation and Configuration of Siebel Store-and-Forward Messaging > Troubleshooting Store-and-Forward Messaging Setup and Configuration >

Siebel Store-and-Forward Messaging Server-Side Troubleshooting Checklist

Use the following checklist to diagnose problems that originate with Store-and-Forward Messaging servers.

1. Make sure the MQe Servlet is running properly in the J2EE server.

   If a Tomcat server is running properly, it has a Status of Start. If you have another J2EE server, consult your server's documentation.

2. If WfProcMgr, SMQReceiver, and the Tomcat server are deployed on multiple hosts, make sure their system clocks are synchronized. If they are not, the Expire Time property in IBM MQe will be calculated incorrectly.
3. Make sure the SMQReceiver is running. You can check the running tasks to verify whether the SMQReceiver is running from the Siebel Server Manager command line. To check the status of the SMQReceiver, use the following command from the Siebel server manager:

   list task for comp SMQReceiver

   When the SMQReceiver is running, there should be a log file SMQReceiver(number).log in the Siebel Server log directory.

4. Make sure that RTSDispatcher, RTSExtractor, and RTSSender are also running. To check the status of these components, use the following commands from the Siebel server manager:

   list task for comp RTSDispatcher
   list task for comp RTSExtractor
   list task for comp RTSSender

5. Check the logs to make sure that RTSQApplier is running intermittently.

   Look for log files that have names similar to RTSQApplier_0041_42992997.log, but with different numerals.

   Alternatively, you can check the RTSQApplier in your Siebel application, by performing the following steps:

   1. Navigate to Administration - Server Management > Enterprises.
   2. In the Enterprise Servers list, select your Enterprise Server.
   3. In the Servers list, select your Siebel Server.
   4. Scroll down and click the Tasks tab.
   5. In the Tasks list, use standard query techniques to locate the record for Real Time Sync Transaction Applier.

      NOTE:  This record is visible only if the RTSRemote component group is enabled.

   6. Inspect the Running Tasks field for the record. If RTSQApplier is currently running, the value of this field is greater than zero. When the task is not running, the value of this field is zero.
6. Make sure the queue directory tree on the queue manager host computer is created.

   NOTE:  In the example below, <USERNAME> stands for the user name of the Mobile Web Client user.

   The default directory structure looks like the following, where DataDir is a parameter specified in web.xml:

   <DataDir>\MQe\ServerQM\Queues\ServerQM

   AdminQ

   AdminReplyQ

   InboundRTSQ

   [InboundRTSQ.<USERNAME>]

   [<USERNAME>.SFQ] //

   Check whether InboundRTSQ.<USERNAME> and <USERNAME>.SFQ have been created for the specific Mobile Web Clients that you are testing. If so, see if those directories contain messages.

7. Check messages sent from the Siebel Server from the Administration—Store-and-Forward screen. Navigate to Administration—Store-and-Forward > Store-and-Forward User Message History, then query for the user and verify whether any message has been sent to the Siebel Mobile Web Client application. See To review all message history records.
8. Check that the integration object is populated in the Administration - Siebel Remote > Store-and-Forward Administration view.

   If the integration object is not populated, create a service request (SR) on My Oracle Support. Alternatively, you can phone Oracle Global Customer Support directly to create a service request or get a status update on your current SR. Support phone numbers are listed on My Oracle Support.

9. Examine the log files such as SMQRecevier log files, RTSDispatcher, RTSExtractor, RTSSender, and RTSQApplier log files to find more information for troubleshooting.

   You can enable or increase the server logging levels using the Siebel Server Manager commands. The commands are:

   • For SMQReceiver,

   change evtloglvl SMQMsgSvc=5 for comp SMQReceiver

   change evtloglvl JVMInit=5 for comp SMQReceiver

   change evtloglvl EAITranport=5 for comp SMQReceiver

   • For RTSDispatcher, RTSExtractor, RTSSender and RTSQApplier,

   change evtloglvl RTSEventLog = 5 for comp RTSDispatcher

   change evtloglvl RTSEventLog = 5 for comp RTSExtractor

   change evtloglvl RTSEventLog = 5 for comp RTSSender

   change evtloglvl RTSEventLog = 5 for comp RTSQApplier

10. Test the outbound workflow. Create a new activity and use the Dispatch Board to assign it to a Mobile Web Client that is set up to receive Store-and-Forward Messaging. This event triggers the Dispatch Board - Generic workflow and the SAF Activity workflow. A data message should reach the user's Siebel Mobile Web Client application if the Mobile Web Client is connected to the queue manager. Server outbound messages are put in the [UserQueueName].SFQ directory temporarily until the Mobile Web Client polls for the messages. If there is a network connection issue, the messages sit in this directory until they expire. The expiry time is specified by the Message Delivery Timeout parameter in the Store-and-Forward Timeout Administration applet.
11. Sometimes, the workflow runtime events cannot be triggered after activation. Restarting the Siebel Server can fix this problem.
12. The Siebel Server components SRProc and SRBroker are essential for Siebel Store-and-Forward Messaging. They can fail for many different reasons. Check their corresponding log files, SRProc*.log and SRBroker*.log to see if there are any errors.
13. SMQ Receiver must be enabled after the queue manager is set up and running.

    For more information about troubleshooting in a Siebel Remote environment, see Siebel Remote and Replication Manager Administration Guide.