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Oracle® Communications Order and Service Management System Administrator's Guide
Release 7.2.2

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13 Troubleshooting OSM

This chapter provides guidelines to help you troubleshoot problems with your Oracle Communications Order and Service Management (OSM) system.

General Checklist for Resolving Problems with OSM

If you have a problem with your OSM system, go through the following checklist before you contact Oracle Technical Support:

Diagnosing Some Common Problems with OSM

This section describes common problems and their solutions.

Cannot Log In or Access Certain Functionality

If you cannot log in or access certain functionality, check the following possible causes:

  • Are you a valid user in the Oracle WebLogic Server security realm?

  • Is the OSM Web application deployed?

  • Are all OSM Enterprise Java Beans (EJB) deployed?

  • Are the OSM database resources deployed?

  • Do you belong to the correct groups in the WebLogic Server security realm?

  • Do you belong to any OSM workgroup?

System Appears Slow

If the functionality of OSM appears to be present, but performance is slow, check the following possible causes:

  • The amount of memory being used (check the max memory configuration in the WebLogic server startup script on the workstation where you have deployed OSM)

  • The CPU and disk usage on the machine hosting the OSM database

  • The database connections

  • For slow worklist access, check the number of flexible headers on your worklist. The number of flexible headers has a direct negative effect on worklist performance.

To Avoid Timeout Issues in Design Studio

To avoid timeout issues from Oracle Communications Design Studio during cartridge deployment, set the following parameter in Domain_Home/bin/ after the line that reads umask 037:

JAVA_OPTIONS="-Dcom.mslv.oms.cartridgemgmt.DeployCartridgeMDB.CartridgeDeploym entTransactionTimeout=2400"

Also, you should increase the JTA value in the WebLogic Administration Console:

  1. Log in to the WebLogic Administration Console.

  2. In the Domain Configurations section, click Domain.

    The settings for your domain are displayed on a tabbed page.

  3. Click the JTA tab and set the value of the Timeout Seconds parameter to 9000.

  4. Click the Security tab and select Anonymous Admin Lookup Enabled.

  5. Click Save.


If an order has stopped processing due to a timeout, the order must be aborted. It will not resume processing even after the timeout value has been increased.

Error: "Login failed. Please try again."

If the error "Login failed. Please try again" is displayed when trying to log in through the Web client and you have entered the correct user name and password, you probably do not belong to the correct groups in the WebLogic Server security realm.


Log in to the WebLogic Administration Console using the administrator account. Make sure you have been added to the group OMS_client. Try to log in again.

No Users or Groups Are Displayed

After OSM installation, you do not see any users or groups on the Users and Groups tab. This is because non-dynamic changes have been made, and the Admin Server (and managed server, if applicable) requires a restart.


  1. Restart the Admin/Managed Server to clear the condition.

    If the condition does not clear, proceed with the steps below.

  2. Log in to the WebLogic Administration Console and select Domain.

  3. Select the Security tab.

  4. Select Advanced. If necessary, scroll down the page to find Advanced.

  5. Select the Allow Security Management Operations if Non-dynamic Changes have been Made check box.

  6. Click Save.

  7. Navigate to the Users and Groups tab.

    Your users and groups appear.

Automation Plug-ins Are Not Getting Called

If the custom automation plug-ins are not getting called, check the following possible causes:

  • Is the Automation configuration deployed properly?

  • Are the JMS resources deployed?

  • Are the JMS destinations, queues, and topics configured properly?

Too Many Open Files

If you have a large number of external clients connected to OSM and receive the error: " Too many open files", do one of the following:

  • From the WebLogic Administration Console, select Servers, then Server, then Protocols, and then HTTP. Reduce the value in Duration from the default 30 seconds to 15 or even 5 seconds. This will allow the WebLogic server to close idle HTTP connections and release more sockets.

Proxy Fails on a Clustered System

If a proxy fails on a clustered OSM system, all HTTP requests that would normally go through the proxy can no longer get to the OSM server. The problem could be with the physical host the server is running on, or it could be a problem with a standalone managing server that is not part of the cluster but is part of the domain.

To recover, restart the proxy.

Problems Displaying Gantt Charts on Solaris 5.10 Hosted Systems

When running on Solaris 5.10 only, to use X server to display Gantt charts in the Task Web client, you must configure the Java settings for the Oracle WebLogic Server to avoid display problems and system instability and performance problems.

See the discussion about enabling graphical displays in the post-installation section of the OSM Installation Guide.

OSM Fails to Process Orders Because of Metadata Errors

Metadata errors can occur in any cartridge with orchestration model entities and can cause order processing failures. Search for the string Metadata Errors in the Console view of the Cartridge Management editor in Design Studio. If you are not using Design Studio to deploy cartridges, look in the WebLogic Server logs for the same string.

For more information, see the discussion of metadata errors in OSM Developer's Guide.

Error: "No Backend Servers Available"

If the error "No Backend Servers Available" is displayed, you are likely disconnected from your servers. Ensure your servers are connected and functional before continuing with OSM operations.

Quick Fix Button Active During Order Template Conflicts in Design Studio

Conflicts can occur when order templates are created in Design Studio. Presently, Quick Fix does not work for order template conflicts, even if the Quick Fix button is active. All order template conflicts must be resolved manually.

Getting Help with OSM Problems

If you cannot resolve your problems with OSM, contact Oracle Technical Support.

Before You Contact Support

Problems can often be fixed by shutting down OSM and restarting the computer that OSM runs on.

If that does not solve the problem, the first troubleshooting step is to look at the error log for the application or process that reported the problem. Consult "General Checklist for Resolving Problems with OSM" before reporting the problem to Oracle.

Reporting Problems

If "General Checklist for Resolving Problems with OSM" does not help you to resolve the problem, write down the pertinent information:

  • A clear and concise description of the problem, including when it began to occur.

  • Relevant portions of the log files.

  • Relevant configuration files, such as oms-config.xml.

  • Recent changes in your system, even if you do not think they are relevant.

  • List of all the OSM components and patches installed on your system.

When you are ready, report the problem to Oracle.