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Oracle® Real User Experience Insight Installation Guide
12c Release 1 for Linux x86-64

Part Number E26358-03
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F Troubleshooting

This appendix highlights the most common problems encountered when installing RUEI, and offers solutions to locate and correct them. The information in this appendix should be reviewed before contacting Customer Support.

More Information

Contacting Customer Support

If you experience problems with the installation or configuration of the RUEI, you can contact Customer Support. However, before doing so, it is strongly recommended that you create a Helpdesk report file of your installation. To do so, select System, then Configuration, and then Helpdesk report. This file contains extended system information that is extremely useful to Customer Support when handling any issues that you report. Please note that this file contains information in a proprietary format. Do not try to modify its contents.

In addition, extended information about internal errors is available by enabling Session debugging. To do so, select the Session debug option from the Help menu. For further information, see the Oracle Real User Experience Insight User's Guide.

Running the Script

It is recommended you use the script to troubleshoot installation issues. When first run, the script requires you to specify an installation type (reporter, collector, or database). Be aware this selection is saved to file. Therefore, if you want to run the script and be able to specify a different installation type, you need to delete the file /tmp/ruei-system-type using the following command:

rm /tmp/ruei-system-type

You can specify the parameters shown in Table F-1.

Table F-1 Parameters

Parameter Description


Performs basic system checks, as well as a a number of prerequisites checks. These include interfaces that can be monitorable interfaces, that the Oracle database starts correctly, and that the Apache Web server, PHP, and Zend optimizer are correctly configured.


Checks whether the Oracle database is correctly configured.


Checks if the RUEI RPMs have been installed correctly.


Performs all the above checks in the indicated sequences.

For example:

cd /root/RUEI/121
./ all

The Script Fails

If the script fails, this can be because the database listener has not been started correctly due to a failing DNS look up. To resolve this problem, do the following:


The script can be run with the delete option to remove the current database and install a new one.

Starting Problems

If the system does not seem to start, or does not listen to the correct ports, do the following:

Resources and Log Files

If during, or directly after running the Initial setup wizard (described in Performing Initial RUEI Configuration), the system returns an error, there are the following resources and log files available to help you in debugging:

Root-Cause Analysis

Before starting to address specific issues, it is important to understand the basic operation of data collection, data processing, and data reporting. Any root-cause analysis of RUEI problems should take the following:

Data Collection Problems

If the data collection service is not running, or will not start, do the following:

Data Processing Problems

If, for any reason, data processing does not start, try to restart it by selecting System, then Maintenance, and then System reset. The System reset wizard appears. Select the Restart system processing option. Note that restarting system processing can take between 5 and 30 minutes.

In general, if no data is being processed, verify your system's configuration as described in Verifying and Evaluating Your Configuration. If you do not apply any configuration to the system, no data processing will take place.

If you are using an environment with multiple Collectors, ensure all Collectors are up and running normally. To do so, select System, then Status, and then Collector status. A failing Collector can become a block to further data processing of the system's data.

E-Mail Problems

Sending E-mails is RUEI functionality that is handled on a system level, together with your Mail Transfer Agent (MTA), such as Sendmail or Postfix. If problems occur when sending E-mails, do the following:

Common issues with E-mail delivery often involve an incorrectly configured MTA, or an MTA that is not allowed to send E-mail within the Data Center or corporate network.

SSL Decryption Problems

In order to decrypt SSL traffic, the Collector needs to have the SSL key and certificate available. To enable SSL decryption, you should do the following:

The certificate needs to be uploaded to the Collector(s) by selecting Configuration, then Security, and then SSL keys. To check the status of the SSL decryption, select System, then Status, and then Collector status, and select the Collector for which you want SSL decryption analysis. Within the SSL encryption page, note the following:

RUEI accepts PKCS#12 and PEM/DER encoding of SSL keys and certificates. Basically, this means both the certificate and key should be concatenated into one file. If you have separate key and certificate files, you can create a PKCS#12-compliant file by issuing the following command:

openssl pkcs12 -export -in certificate.cer -inkey key.key -out pkcs12file.p12 -passout pass:yourpassphrase


For example, consider the situation where the CA root certificate filename is ca_mydomainroot.cer, the server's SSL key is appsrv12.key, you want the output file to be called uxssl.p12, and want to protect this file with the passphrase thisismysecretpassphrase. The following command is required:

Openssl pkcs12 -export -in ca_mydomainroot.cer -inkey appsrv12.key -out uxssl.p12 -passout pass:thisismysecretpassphrase

Missing Packages and Fonts Error Messages

It is strongly recommended that you follow the installation procedure and settings described in . In particular, you should not perform a "minimal" installation of Oracle Linux. If you do so, it can lead to a wide range of reported problems, depending on the components not included in the installation, but required by RUEI.

The most common of these are reported fontconfig error messages in the /var/log/http/error_log file. These can be fixed by installing the following fonts:

Depending on your language settings, install all other required fonts.

However, other possible error messages include reported missing packages (such as librsvg2).

When a Yum repository is available, all dependencies available on the Linux 5.x DVD can be installed by issuing following command:

yum -y install gcc gcc-c++ compat-libstdc++-33 glibc-devel libstdc++-devel \ elfutils-libelf-devel glibc-devel libaio-devel sysstat perl-URI net-snmp libpcap \ sendmail-cf httpd php php-pear php-mbstring phpldap bitstream-vera-fonts \ librsvg2 xorg-x11-xinit net-snmp-utils perl-XML-Twig

However, be aware that additional RPMs shipped with the RUEI installation zip file still need to be installed according to the procedure described in .

ORA-xxxxx Errors

If you receive any Oracle database errors, do the following:

Oracle DataBase Not Running

Verify the Oracle database is up and running by changing to the moniforce user and obtaining an SQL*Plus prompt with the following commands:

su - moniforce
sqlplus /@connect-string

where connect-string is either $RUEI_DB_TNSNAME or $RUEI_DB_TNSNAME_CFG.

You should receive the SQL*Plus command line without being prompted for a password. This indicates that the Oracle wallet authentication was successful.

If necessary, re-start the Oracle database using the following command:


General (Non-Specific) Problems

If you are experiencing problems with the reporting module, or find its interface unstable, it is recommended that you do the following:

Network Interface Not Up

If the network interface you intend to use for data collection is not Up (that is, the ONBOOT=YES parameter was not set), you can bring it immediately using the following command:

ifconfig ethN up

where N represents the necessary network interface.

OAM-Related Problems

In order to start isolating OAM-related problems, you should do the following:

  1. Logon to the Reporter system as the moniforce user.

  2. To obtain a sample value of the cookie, issue the following command:

    EXAMPLE_VALUE=$(zgrep ObSSOCookie \ $WEBSENSOR_HOME/data/wg_localhost/http/`date +"%Y%m%d"`/*/http-*|\ tail -1 |sed 's,^.*ObSSOCookie=\([^;[:space:]]*\)[;[:space:]].*$,\1,g')
  3. To view the obtained sample value, issue the following command:


    You should check that the returned output is not empty and does not contain errors. The following is an example of the possible output:

  4. To specify the obtained value as the OAM cookie, issue the following commands:

    project -
    mklookup --match $EXAMPLE_VALUE '%' '%1[$OAM2UserName]' %0

Reported Errors

If the following error is received:

*ERROR* - obssocookie: could not dlopen()
/opt/netpoint/AccessServerSDK//oblix/lib/ cannot open shared
object file: Permission denied

This indicates that the moniforce user does not have the necessary permissions. You should logon to the Reporter system as the moniforce user, and issue the following commands:

find /opt/netpoint/AccessServerSDK -type d -exec chmod o+rx {} \;
find /opt/netpoint/AccessServerSDK -type f -exec chmod o+r {} \; 

If the following error is received:

*ERROR* - obssocookie: could not dlopen()
/opt/netpoint/AccessServerSDK//oblix/lib/ wrong ELF class:

This indicates that the 32-bit version of the Access Gate SDK was installed instead of the required 64-bit version. The procedure to download and install the required Access Gate SDK is described in Downloading and Installing the Access Gate Software.

Note that the Access Gate SDK installation package includes a utility to uninstall the 32-bit version ( _uninstAccessSDK/uninstaller.bin).

If the following error is received:

Server is not authenticated to access the the OAM environment

This indicates that the creation of a trust between RUEI and the access server (described in Configuring the Access Gate Software on the RUEI Server) was not successfully performed, and should be repeated.

If the following error is received:

*ERROR* - obssocookie: environment variable OBACCESS_INSTALL_DIR not set

This indicates that the procedure described in Chapter 6, "Configuring the Oracle Access Manager (OAM)" was not followed. Script Reports PHP Timezone Error

The following error is reported by the script:

Checking if the PHP timezone has been set correctly:   [FAIL]
PHP and OS timezones do not match (os: winter +0000, summer +0100. php:
winter +0100, summer +0200)

This can easily be fixed by setting the TZ environment variable at the bottom of the /etc/ruei.conf file on the Reporter system as follows:

export TZ=Europe/Lisbon

ORA-00020: maximum number of processes (%s) exceeded

If this error is reported, you will need to increase the maximum number of processes available to the databases within your environment. To increase the maximum number of processes from the default (150) to 300, do the following:

  1. Logon as the oracle user to each database within your RUEI deployment.

  2. Obtain an SQL*Plus prompt by issuing the following command:

    sqlplus /@as sysdba
  3. Issue the following commands:

    SQL> alter system set processes=300 scope=spfile;
    System altered.
    SQL> shutdown immediate
    Database closed.
    Database dismounted.
    ORACLE instance shut down.
    SQL> startup
    ORACLE instance started.