This chapter describes the following common problems you can encounter when monitoring and managing Siebel Enterprises with the Siebel Plug-in:
See Also:
Topic 1074241.1 in My Oracle Support for other information not discussed in this section:https://support.oracle.com
Problem
The Siebel Enterprise discovery fails and, consequently, Enterprise Manager does not create the corresponding Siebel Enterprise targets.
Possible Cause
The Siebel gateway details you provided are invalid or the Management Agent does not have the required permissions on the gateway machine to read configuration files.
Solution
Ensure that the Discovery PreCheck is completed successfully. If there are errors, check the enterprise name. Ensure that the configuration files, and the Siebel Targets exist in the correct locations. Also ensure that the discovery of the Gateway Server is performed successfully.
Possible Cause
(Unix only) — The specified port number is incorrect.
Solution
Make sure that the specified port number in the discovery pages matches the port number configured for your gateway server.
Problem
Although the Siebel Enterprise discovery functioned as expected, some metrics are collected, but other metrics are not.
Possible Cause
The user name and password credentials provided for this particular Siebel Enterprise user are incorrect. Because these credentials are required to retrieve many of the Siebel performance metrics, the incorrect credentials prevent the system from collecting these metrics.
Solution
Go to the Siebel tab, remove the enterprise, and repeat the discovery process.
Possible Cause
The Agent uses credentials that do not grant access to the Siebel installation directory or to run the Siebel utilities.
Solution
Make sure that the Enterprise Manager Agent uses credentials that allow access to the Siebel installation directory and have sufficient privileges to run Siebel utilities, such as srvrmgr and query.
Possible Cause
For 10.2.0.3 Agents, the SiebelClasspathFix.bat or siebelClasspathFix.sh file is not executed (prerequisite).
Solution
These files must be executed so that jmxri.jar and empaAgent.jar entries are added to $AGENT_HOME/sysman/config/classpath.lst file. After executing the respective script, the Agent must be restarted.
This is applicable only for 10gR3.
Problem
Business metrics are not collected.
Possible Cause
The database password is not defined.
Solution
Go to the Siebel Database Repository target home page of the corresponding Siebel Enterprise target and click Monitoring Configuration in the Related Links section of the page. Enter the appropriate values in the Siebel Database User Name and Password fields.
Possible Cause
(Unix only) — Oracle environment variables were not added to the siebenv.sh file of the Siebel server used to execute the SQL statements that retrieve business metrics from the Siebel database.
Solution
Add the appropriate Oracle environment variables to the siebenv.sh file.
Problem
All SarmQuery Metrics are '0'.
Possible Cause
You are using a Siebel version older than Siebel 8.0 and sarmquery was not copied to the $ORACLE_HOME/bin directory of each of the Agents running on the Siebel server host.
Solution
Download sarmquery from My Oracle Support and copy the related files to the bin directory of the Enterprise Manager Agent.
Possible Cause
SARM has to be enabled by using srvrmgr to allow SARM performance metrics to be collected. If SARM parameters are not configured for your Siebel components, no SARM data is generated.
Solution
Follow the instructions in the step 7 (Enable SARM) of the Prerequisites for Setting Up Siebel in Enterprise Manager.
Problem
Siebel file system metrics are not collected.
Possible Cause
If a Siebel file system is defined to be accessible exclusively by a group of operating system users and the Agent does not belong this group of users, the Agent is not able to retrieve information about this file system.
Solution
Make sure that the Enterprise Manager Agent can access all Siebel file systems (log directory, installation directory, and Siebel file system directory) and has at least read access to the Siebel file system.
Problem
The status of components shown in Enterprise Manager differs from the status or performance numbers available through srvrmgr.
Possible Cause
Enterprise Manager collects Siebel metrics only at certain intervals (regular metrics every 15 minutes, and availability information every 5 minutes). Therefore, information visible in the Enterprise Manager user interface can be out of sync with srvmgr for up to 15 minutes.
Workaround
If you are interested in monitoring a certain metric in real-time mode for a certain period of time, go to the All Metrics page for a given Siebel target, navigate to the desired metric, and change it to Realtime mode.
In this mode, collection occurs more frequently and you can follow statistics more closely.
Solution
You can change the collection frequency for individual metrics. If you want the availability metrics to be collected more often, you can change the collection frequency for your key Siebel components.
Problem
The beacon does not report correctly the status of HI Applications.
Troubleshooting Tip
To better troubleshoot this error, view the error entries in the log error file. If your environment is not configured to generate an error file, you can do so by defining the following variables:
HISIEBEL_DEBUG_LOG-the log file name including the full path HISIEBEL_LOG_LEVEL-set the log level to DEBUG or ERROR
It is recommended to have at least one beacon system for each Siebel version.
Possible Cause
When a single beacon accesses two or more different Siebel environments, the recording or playback of a transaction can only be accomplished for the last Siebel environment that was accessed.
For example, if a given beacon accesses a Siebel 7.0 environment and later attempts to access a Siebel 7.7 environment, this beacon cannot revert to a Siebel 7.0 environment to play back or record a new transaction. This happens because each Siebel version registers a different CAB (Siebel) file in the client host, and only the last registered file is active.
Solution
On the Internet Explorer browser, delete the CAB files of the environment you do not want to use. To delete CAB files on Internet Explorer:
Open Internet Explorer, navigate to the Tools menu, and select Internet Options.
The Internet Options window appears.
Navigate to the Temporary Internet Files section of the window, and click Settings.
The Settings window appears.
Click View Objects.
The Downloaded Program Files window appears.
Delete the unnecessary CAB files.
Possible Cause
When consecutive record or playback sessions are in progress, the "Session already in progress" page appears and the recording session is terminated. This error is caused by a limitation in the Siebel CAS layer.
Solution
Use the timeout parameter to limit the amount of time a given service test can run and allow a long length of time between tests so the processes do not interfere with each other.
For example, you might want to set up a test to run every 13 minutes for 1 minute, and another test to run every 17 minutes for 1 minute.
Possible Cause
The Agent-side components for HI Applications have not been installed properly.
Solution
Verify the proper installation of these components by doing the following:
Check that the emIEClient.exe and emIElib.dll files are present in the Agent bin directory.
Type regedit to open the registry and search for emIElib.dll; it should point to the location under the Agent bin directory. This indicates that the dll has been properly registered as part of the installation.
Problem
Internet Explorer crashes when trying to perform multiple recording transactions for the same application.
Possible Cause
There is a limitation in the CAS layer.
Solution
Close and start a new Internet Explorer browser window.
Problem
Siebel Enterprise Discovery does not yield any results.
Possible Cause
The discovery process depends on the vpd.properties file.
Windows:
C:\WINDOWS\vpd.properties
Unix:
\var\adm\siebel\vpd.properties
Discovery cannot function properly if the file does not exist or is corrupted.
Solution
Check why vpd.properties does not exist. Attempting to use a backup copy of the vpd.properties file should be located in the same directory. Alternatively, create a dummy version of the file.
Possible Cause
The vpd.properties file is written by multiple installers. If there is an installer problem, the information required to locate the Siebel Gateway server installation may not be in the file any longer, causing the discovery process to fail.
Solution
Manually create an entry that allows the discovery process to find the Siebel Gateway server installation.
Possible Cause
If the enterprise name specified on the Add Siebel Enterprise page does not match the names of Siebel Enterprises maintained through the specified Siebel Gateway server, discovery does not yield any results.
Solution
Check the enterprise name again.
Possible Cause
On Unix systems, changing the port number of the Siebel Gateway service is a supported configuration option. If an incorrect port number is specified on the discovery screen, the gateway server installation is not recognized during the discovery process.
Solution
Check the gateway port number again.
Possible Cause
If Siebel server names contain hyphens, these Siebel servers are not recognized during the discovery process, as server names with hyphens are not supported in the Siebel product. See documentation on naming conventions on the Siebel Support Web.
Solution
Reinstall the Siebel servers.
Problem
Siebel Enterprise Discovery fails with an internal error.
Possible Cause
For the Siebel Enterprise discovery to function, Agents must be installed on all of the Siebel servers belonging to the specified Siebel Enterprise. (The concept is that all parts of the Siebel Enterprise should be monitored, which is possible only with an Agent on each of the Siebel server systems.)
Solution
Ensure that you install an Agent on each of the Siebel server systems. Agents should be associated with the OMS from which the discovery is initiated.
Problem
The Siebel Enterprise Web service discovery does not yield any results or fails due to an error.
Possible Cause
The discovery process depends on the vpd.properties files.
Windows:
C:\WINDOWS\vpd.properties
Unix:
\var\adm\siebel\vpd.properties
Discovery cannot function properly if the file does not exist or is corrupted.
Solution
Check why the vpd.properties file does not exist. Attempting to use a backup copy of the vpd.properties file should be located in the same directory. Alternatively, create a dummy version of the file.
Possible Cause
The vpd.properties file is written by multiple installers. If there is an installer problem, the information required to locate the Siebel Web server extension installation may not be in the file any longer. This causes the discovery process to fail.
Solution
Manually create an entry that allows the discovery process to find the Siebel Gateway server installation.
Problem
The status of Siebel HI services/applications (for example, Call Center) is shown as down.
Possible Cause
The service tests for Siebel High Interactivity applications (for example, Call Center or sales) use Siebel test automation functionality to allow simulation of certain keyboard and mouse events. To enable test automation, the parameter TestAutomation must be enabled for the respective components.
Solution
To allow monitoring of the Call Center application (example), the srvrmgr command shown below must be executed, and the component or Siebel server need to be restarted after to activate the parameter change. See Enabling Automation for details.
Possible Cause
If an incorrect Siebel user/password combination was specified on the Add Enterprise page, discovery functions as expected, but collection of metrics through srvrmgr is not possible.
Solution
Start the Services control application and browse to the Enterprise Manager Agent service. Typically, this Agent is named Oracleagent10gagent.
Double-click the service entry.
On the Log On tab, select the Allow service to interact with the desktop option.
Click OK to save your changes.
Possible Cause
The beacon has to be deployed to a Windows host, where Internet Explorer is available and has been successfully used to connect to a Siebel HI application. If Internet Explorer cannot be located, the service is shown as unavailable.
Solution
Deploy the beacon to a Windows system with an existing and working Internet Explorer installation.
Problem
SARM metrics are not available for components, or Diagnostic reports show 'No Data'.
Possible Cause
For Siebel 7.8, the sarmquery utility is not packaged as part of the Siebel product. To gather SARM metrics, the SARM utility must be copied to the Agent installation directory, specifically into the 'bin' sub-directory. If the sarmquery utility is not available or sufficient access rights are not granted, SARM metrics cannot be gathered.
Solution
Copy the sarmquery utility and related DLLs to the <agent dir>/agent10g/bin directory and/or check access rights for the utility and the DLLs.