This chapter covers the following topics:
This section contains instructions on error corrections and troubleshooting for problems that you may encounter in configuration or administration of Oracle iStore.
For troubleshooting Oracle Configurator integration, see the chapter, Integrating Oracle iStore with Oracle Configurator.
Oracle CRM Diagnostics is a tool that provides system integrators, consultants, and support analysts with a robust troubleshooting aids for diagnosing and troubleshooting Oracle products.
The diagnostic tests provided as part of the Oracle Diagnostics Support Pack gather information and perform a set of tests on that information. The results include the output of information gathered, the results of the tests and appropriate actions to take. The tests provided do not alter data or setup.
The Support Packs are updated and released on a monthly basis and include the latest updates to existing tests and all new tests that are available.
For more information, see Oracle E-Business Suite Maintenance Guide.
Sometimes, clearing all browser cookies can solve errors that occur when accessing Oracle's Java-based applications. To do so, follow the steps relevant to the browser you are using.
To check the JTT cookie properties:
Login to the Oracle CRM Login Servlet as system administrator.
Select Settings, then System, then Properties, then Advanced.
Select JTF from the View drop-list to view only JTF properties.
Navigate to desired property cookie_name and select it. The Key Details page appears, where the current property values are displayed in Sequence.
You can also find the JTT Session Cookie name by doing the following:
Enable cookie prompt in your browser.
Clear your browser cookies.
Go to your Site Home Page. You should be able to see the JTT Session Cookie name in one of the pop-up windows.
Oracle iStore allows user level logging of debug messages. This feature creates separate user log files for the JSP/Java and PL/SQL layers. You should only use this feature to diagnose problems in the application.
You can activate user-level logging by setting the profile option, IBE: Enable Debug, to Yes at the user level for a specific user.
If you want to enable log files for Oracle Order Capture, set the profile, ASO: Enable ASO Debug, to Yes at the user level. This will ensure that Oracle Order Capture-related logging messages will appear in the PL/SQL log files along with those for Oracle iStore, Oracle Order Management, and Oracle Pricing.
Important: If you have set the IBE: Debug profile option to Yes for a user, verify or set the profile option OM: Debug Log Directory at site level to a directory that is writable by the database server. Oracle iStore Customer UI user-specific logs for the PL/SQL layer are written in this directory.
You may use the following steps to set up JSP/Java Level Logging:
Set the profile option IBE: Enable Debug to Yes at user level for a user.
When a user logs in to the Oracle iStore Customer UI, the application creates a user-specific log file in the same directory as the system log file. As long as the user session is valid, all log messages are written to the same log file.
The file name has the syntax IBE_<Username>_<Random Number>.log.
Note that the log directory in which Oracle iStore resides is specified in the Jserv Property file.
Example: If Jserv.properties has:
wrapper.bin.parameters=-Dserv.Logging.common.filename=D:\temp\ibe.log
at runtime you will have a log filename like:
D:\temp\ibe.log_3_1afaef486a7fd3aa8000_IBE.txt
You may use the following steps to set up PL/SQL Level Logging:
Set the profile option, IBE: Enable Debug, to Yes at user level for a user.
Define database directories for PL/SQL file I/O.
See My Oracle Support Knowledge Document 2525754.1, Using UTL_FILE_DIR or Database Directories for PL/SQL File I/O in Oracle E-Business Suite Releases 12.1 and 12.2.
Set the profile option, OM: Debug Log Directory, at site level to one of the database directories defined for PL/SQL file I/O.
When a user logs in to the Oracle iStore Customer UI, the application writes all log messages for the user to a user-specific log file in the directory specified by OM: Debug Log Directory.
The file name has the syntax IBE_<Username>.log.
You may need to perform debugging on the Oracle CRM Technology Foundation technology stack. This might be necessary if, for example, you are receiving request time-out or login errors. If you have contacted Oracle Support, your support agent may ask you to set up the technology stack debugging.
In this case, in order to enable the Oracle CRM Technology Foundation logging trails, set the framework and service logging levels to DEBUG.
Note: For performance reasons, it is recommended that you only enable debugging on the technology stack if it is required.
When there is an Oracle iStore application error in the sites, such as an exception, Oracle iStore delivers a diagnostic e-mail message to any e-mail address that you specify. The diagnostic message contains the exception message and the application context. You can specify the e-mail address in the profile option, IBE: Email Address to send Diagnostic Messages. See the appendix, Profile Options, for more information on the profile settings.
This section contains errors which may occur when using the Oracle iStore Site Administration UI.
In the Site Administration UI, when a user selects the Internet browser's Reload/Refresh button just after pressing the iStore Apply button, the browser does not just reload the page with the http "get" command, it repeats the last action (send the last request again). This means the browser will resubmit the form again with all the old form data. This may cause an error to display in the UI. It is recommended that the user not press the browser's Reload/Refresh button just after pressing the Apply button.
Explanation: All iStore tables have one column, object_version_number, to ensure that when a user submit a form, the data is not stale. If user submits the form again with all of the "old" form data by selecting the browser's Reload/Refresh button, sometimes an error will be shown to indicate that the object version number is not correct.
Use the following fix for the error listed below.
If you want to add an existing Oracle Inventory item to a section and cannot find the item, then check the following:
In Oracle Inventory, check the Web Status flag for the item. If the item is Disabled, it will not appear in the Site Administration UI.
If a user is experiencing errors when trying to log in to a specialty site, the cause may be one of the following:
You are logging in to Oracle CRM Applications at: http://<host>:<port>/OA_HTML/jtflogin.jsp instead of the Customer UI at one of the following URLs: http://<host>:<port>/OA_HTML/ibeCZzdMinisites.jsp or http://<host>:<port>/OA_HTML/ibeCZzpHome.jsp?site=<Store ID>
You are trying to log in with a site manager user name instead of a customer user name. Make sure the user name has an Oracle iStore customer responsibility such as IBE_CUSTOMER.
The person party setup for a user in TCA is not correct
The organization associated with a B2B user is not valid
The relationship between an B2B user and an organization is not valid
The B2B user has no valid account in TCA.
When any of these errors occur, an error message will be displayed in Customer UI. Users can contact their system administrator to check the setup.
Use the following fixes and workarounds for the Display Manager error messages listed below.
This error occurs when the method DisplayManager.getURL(), DisplayManager.getTemplate(accessName), or DisplayManager.getMedia(accessName) is used.
Verify that the template or media was created in the Site Administration UI by searching for it by access name in the Site Administration UI.
Verify if the template or media has the mapping for the specific site and language. If not, verify if the template or media has default mapping.
Reboot the server.
Check the log file for diagnostic messages.
This error occurs when the method Item.getTemplateFileName(), Section.getTemplateFileName(), or Display Manager.getSectionMedia(...) is used.
This error indicates that a product or section mapping to a template or media was not defined and that a site level default also was not defined.
Verify if any template or media is mapped to the product or section under the specified display style or content component.
Verify if the template or media exists.
Verify if the template or media has the mapping for the specific site and language. If not, verify if the template or media has default mapping.
If the category default is in use, check whether a mapping has been defined at the category level for the requested display style.
Verify that the specified display styles or content components are referenced in the runtime JSP.
Verify that the product or section cache was cleared after the mapping was created.
Check the log file for diagnostic messages.
Verify the following:
Verify that the association was created in the Site Administration UI.
Verify that the specified display styles or multimedia components are available.
Verify that the product or section cache was cleared after the association was created.
Check the log file for diagnostic messages.
To troubleshoot Catalog errors, use the checkpoints or the following fixes for specific error messages.
Use the following checkpoints:
View the JSP source in the web browser and look for a stack trace.
Check the log file for a stack trace.
If you know the JSP or Java method in which the error occurred, search the log file for debug statements from the JSP or method.
If a specialty site page does not appear, verify whether the problem is with the database, Application server, connection, or JTT/AOL as follows:
Go to the following URL:
http://<host>:<port>/html/jtfmain.htm
This page has links to test the basic functionalities that Oracle iStore depends on.
If the page itself does not appear, the problem is with the database connection.
Follow the instructions on the page and use the links to check for environment problems.
If an eMerchandising posting from Oracle Marketing does not show up in the Oracle iStore catalog, check the following points:
Oracle Marketing is installed.
The profile option, IBE: Use Web Placements, is set to Yes at site level.
The centralized posting JSP (ibecpstg.jsp or ibeCCtpPostingI.jsp) is modified to set the correct posting ID value.
After modifying the centralized posting JSP, the following pages were removed from the _pages directory and recompiled: ibec*.java, ibescdch.java, ibeCCt*.java, ibeCScdViewA.java, ibec*.class, ibescdch.class, ibeCCt*.class, and ibeCScdViewA.class.
If Oracle iStore has successfully displayed other types of eMerchandising postings, the problem may be due to an Oracle Marketing setup issue or other Oracle Marketing problem.
Use the following fixes and workarounds for the error messages listed below.
Check the following:
Check the following profile options:
IBE: Item Validation Organization
MO: Operating Unit
Check the Oracle Inventory Item setup for items that should appear in the catalog. They must have the following setup:
Web Status = Published
start_date_active is NULL or <=SYSDATE
end_date_active is NULL or >=SYSDATE
The item's primary unit of measure is in MTL_UNITS_OF_MEASURE_VL.
The item is available in the user's organization. A user only sees items in his or her inventory organization. You can check the Oracle iStore log file for "Organization Id" to see the value of the user's Inventory Organization ID.
If there are configurable items in the catalog, confirm that their components' item setups are also correct. Otherwise, their descriptions will not appear in Oracle iStore.
Check that the items have not been explicitly excluded from the site.
Check the following:
Check the following profile options:
IBE: Pricing Event—Before Shopping Cart
IBE: Request Type to get a Price (for pre-11.5.8 only)
IBE: Use Price List Associated with Specialty Site
Confirm that items are in the site price list.
Confirm that the site has the correct price lists for walk-in and registered B2B and B2C users.
Confirm that the price list has item prices for the correct UOMs.
Confirm that the price is set up correctly in Oracle Pricing.
Check the log file for the pricing API, Item.getListAndBestPrices(), that is being called. Confirm the values that Oracle iStore passes to the Pricing engine: price list ID, currency code, inventory item IDs, UOM codes, price request type, and pricing event. Oracle iStore only passes party ID and account ID for user-specific pricing. Check the values that Oracle Pricing returns: status code and status text.
Status Code from Pricing Engine
UPDATED
DUPLICATE_PRICE_LIST
INVALID_UOM
IPL: Invalid price list ID, that is, a non-existent price list.
If prices for model bundles do not display, make sure the model bundles are set up correctly as described in "Integrating Oracle iStore with Oracle Bills of Material".
If items for model bundles do not display and you are running a multi-org setup, then make sure that you have copied the bill to all of the appropriate organizations. When you create a bill, it exists only in the current organization.
If the profile option IBE: Use Price List Associated with Specialty Site is set to No, check the following setups:
Set the profile option ASO: OM Defaulting to Yes at the desired level: site, application, responsibility, or user.
Log in to Oracle Forms with the Oracle Pricing Manager responsibility. Choose Setup > Event Phases. Query for all event phases. Set Search Flag to Yes for the pricing event "LINE" in all phases.
Log in to Oracle Forms with the Oracle Pricing Manager responsibility. Choose Price Lists > Price List Setup. Search for the price list in question. Make sure the precedence at the product level is set correctly so that Oracle Pricing can resolve to a single price list.
For example, if there are only two price lists defined, Price List A and Price List B, and all users qualify for both price lists, and if both price lists contain Product X with precedence 220, then Oracle Pricing returns an error because it cannot choose a single price list. If the Product X precedence is 100 in Price List A and 220 in Price List B, Oracle Pricing can resolve to Price List A.
To confirm that the defaulting row is set up correctly in Oracle Order Management, log in to Oracle Forms with the Order Management Super User responsibility. Choose Setup > Rules > Defaulting. Search using the criteria of Application = Oracle Order Management and Entity = Order Header. Select Order Type from the Attributes section and select Defaulting Rules. Add an entry in the Default Sourcing Rules with the following information:
Sequence = 1
Source Type = Constant Value
Order Type = Standard
“Add to Cart” buttons are not displayed for items that are not orderable on the web and for items that do not have defined prices.
Check that the item setup has Orderable on the Web checked in Oracle Inventory.
Check the price setup.
Confirm that the item's BOM item type is not OPTION class.
If the item's BOM item type is MODEL, the item must either have the Oracle Configurator UI setup or follow the model bundle setup. Otherwise, it will be treated as a standard item.
Check the value of the profile option, IBE: Use Add Item Bin -- it should be set to Yes.
Check that the item's Inventory flag, Orderable on the Web, is set to Yes.
This error may occur when customers try to add items to a cart and the ASO: Default Quote Status profile option is not set properly. To fix the error, set the profile option to Store Draft at the iStore application level.
This profile option determines the default quote status of an iStore shopping cart. The default quote status of Store Draft is hard coded into the iStore application, but you should check the value of this profile and ensure that it is set properly. Once ordered, carts move to the Quoting status of Order Submitted. If a user requests sales assistance, the cart moves to the Quoting status of Draft. Depending upon the sales representative's actions, the cart/quote can move into other statuses as well.
To troubleshoot Pricing errors, use the following checkpoints and debugging procedures.
Use the following checkpoints to troubleshoot pricing in Oracle iStore.
If you want to use the Oracle Pricing engine to determine which price list to use in Oracle iStore, then set the profile option IBE: Use Price List Associated with Specialty Site to No. See the chapter, Implementing Pricing, for more information on this profile option.
When you create a new modifier, run the Build Attribute Mapping Rules concurrent program with the Pricing Manager responsibility.
Check that the profile options, IBE: Pricing Event for Shopping Cart and IBE: Pricing Event--Before Shopping Cart, are set as mentioned in the chapter, Implementation Tasks for Oracle iStore.
You can generate a pricing debug trace to create detailed log files when Oracle iStore calls the Oracle Pricing engine. Oracle iStore creates two log files because it calls the Oracle Pricing engine twice, once in the catalog and once in the shopping cart. The call from the catalog goes directly to Oracle Pricing. The call from the shopping cart is performed through Oracle Quoting, resulting in additional quote-related information in the log file.
Use the following procedure to generate the pricing debug trace.
Steps
Set the profile option QP: Debug to Yes at the user level for the username that you are testing.
Set the profile option OM: Debug Log Directory at the site level to one of the database directories defined for PL/SQL file I/O. To find this value, perform the following SQL*Plus query:
select value
from v$parameter
where name='utl_file_dir';
See My Oracle Support Knowledge Document 2525754.1, Using UTL_FILE_DIR or Database Directories for PL/SQL File I/O in Oracle E-Business Suite Releases 12.1 and 12.2.
Log in to the Oracle iStore Customer UI as the user that you are testing.
Perform the pricing activity that you are trying to debug.
In the operating system, navigate to the directory specified in the profile option OM: Debug Log Directory.
In this directory, locate the file named <Random Number><Username>.dbg. This is the debug trace for the user and session.
As you read the debug trace file, keep in mind the following common reasons for discounts not being applied:
Discount list header is inactive.
Discount list header is ineffective as of the pricing date.
Source system code on discount list is not correct. (Look at this for Oracle iStore orders.)
Discount list line is ineffective as of the pricing date.
Qualifiers for the discount list are not met.
Pricing attributes for the discount list are not met.
Discount list is getting eliminated by incompatibility.
Price break discount conditions are not met.
To troubleshoot Search errors, use the following checkpoints:
Check that Concurrent Manager is up and running.
If searches are inaccurate, verify that interMedia was set up correctly. Refer to the "Implementing Products" chapter for more information.
Look for data stored in the indexed search column.
If you add multiple items that do not appear in the search table, re-run the Concurrent Manager program Store Search Insert. This program populates the search table in Oracle iStore with product information from the Oracle Inventory tables.
The search function goes offline while Store Search Insert is running.
Use the following fixes for the errors listed below.
This error occurs if you did not remove the access locks from the messages and items of the Oracle iStore-related Oracle Workflow definition before upgrading Oracle iStore. The patch or upgrade cannot overwrite the Oracle Workflow definition if you do not first remove the access locks.
Use the following procedure to back up the necessary customized messages, remove the access locks, and apply the patch or upgrade again to fix this error.
Steps
Open the Oracle Workflow data store file (IBENOTIF.wft) that contains this item type.
In Oracle Workflow Builder, back up the item type iStore Alerts Workflow (IBEALERT) as follows:
Choose File, Save As.
The Save As window opens.
In the Save As window, highlight the File radio button, enter the file name, and select OK.
Unlock all seeded objects, such as messages, in the database copy of the item type iStore Alerts Workflow (IBEALERT). To do so, perform the following steps for each seeded Oracle Workflow object in the item type:
Select the object.
Choose Edit, Properties.
The Navigator Control Properties window opens.
In the access tab, uncheck the options Preserve Customizations and Lock at this Access Level.
Click OK.
Save the Oracle Workflow data store file back to the database.
Apply the patch or upgrade to overwrite the existing Oracle iStore-related Oracle Workflow definitions.
If all other Oracle iStore notifications are being sent out (including registration notifications) but:
Approvers are not getting notified of pending approvals
Registering users are not getting notified upon being approved/rejected
then, verify the below setup:
Login as Oracle (Forms) Applications as System Administrator and choose Workflow Administrator responsibility.
Navigate to Administration, Administrator Workflow screen.
Ensure that the Notification Style field is set to a value other than, "Do not send me mail", under the Global Preferences region.
This section contains troubleshooting information for Oracle iStore's Lead Import functionality, which captures customer data from iStore orders and expired carts and makes them available in Oracle Sales Online and Oracle TeleSales.
See the chapter, Integrating Oracle iStore with Oracle Sales Applications, for details.
If leads retrieved in Oracle Sales Online or Oracle TeleSales have no owner, check the value of the profile option, OS: Assign New Lead. This profile option attempts to assign a sales representative as the owner of a batch of leads.
If the data in your leads overlaps or shows duplicate records, you may not have synchronized the iStore Lead Import Concurrent Program Set schedule and the interval profile options which also control how often the concurrent program set runs.
To fix issues with Postsales, first verify that the following prerequisites were done.
All the views in Postsales are “VALID” in the database.
Regions exist in Apps. Use the developer responsibility AK Developer or Apps for the Web Manager.
Shipments, invoices and payments were created by the merchant through ERP applications before trying to view them in Oracle iStore.
Selecting less than two products to compare or exceeding the maximum number of products that can be compared will generate the following error messages:
| Exception | Type: E=Error W=Warning | Error / Warning Message |
|---|---|---|
| If no products is selected. | E | No items were selected. Please check the boxes next to the items you wish to compare and select at least two items. |
| If only one product was selected. | E | Only one item was selected. Please check the boxes next to the items you wish to compare and select at least two items. |
| If the number of products selected for comparison exceeds the maximum number of products. | E | You cannot select more than <X> items for product comparison. |
| Exception | Type: E=Error W=Warning | Error / Warning Message |
|---|---|---|
| If no products is selected. | E | No items were selected. Please check the boxes next to the items you wish to compare and select at least two items. |
| If only one product was selected. | E | Only one item was selected. Please check the boxes next to the items you wish to compare and select at least two items. |
| If the number of products selected for comparison exceeds the maximum number of products. | E | You cannot select more than <X> items for product comparison. |
| If you select the Compare check box for a configured item. | E | Configured items are not supported for product comparison. |