Siebel Store-and-Forward Messaging Guide for Handheld > 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 the queue directory tree on the queue manager host computer is created and the Siebel Handheld application has registered.

   NOTE:  In the example below, <USERNAME> stands for the user name of the Handheld application user. <ddd> stands for any three digits.

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

   <DataDir>\MQe\ServerQM\Queues\ServerQM

   AdminQ

   AdminReplyQ

   InboundQ

   [InboundQ.<USERNAME>.<ddd>] // created when the application registers

   [<USERNAME>.<ddd>.SFQ] // created when the Siebel server responds to the registration

   When a Siebel Handheld application starts the first time, the application sends a registration message to the Siebel Server. The registration message first reaches the queue manager's InboundQ directory. The SMQReceiver moves the registration message to the InboundQ.UserQueueName directory, for example, InboundQ.<USERNAME>.<ddd>. Here, <USERNAME> stands for the mobile user name. The registration message is then processed by the Workflow Process Manager and a server response message is generated and placed into the user's outbound queue, for example, <USERNAME>.<ddd>.SFQ. You can verify whether the two directories have been created for a user and whether there are messages over there.

   You can check application registration from the Administration—Store-and-Forward screen. Go to User List > Device Administration, query for the user and verify whether a device name shows up in the applet. After a proper registration, the device address column in the Store-and-Forward Device Addresses view shows the device queue name for the particular user.

5. Check messages sent from or received on 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 received from or sent to the Siebel Handheld application. See To review all message history records.
6. Check that the message objects are populated in the Siebel Store-and-Forward Application View. If they are not populated:
   1. Navigate to Administration - Mobile.
   2. Click the Application Administration view tab.
   3. Select the application name. For example, Siebel Service for CE.
   4. Click the Setting view tab, perform the following query: SchemaChangeNotification in the name field and see if it exists and if the value is: SMQ Message Service. If not, add it and remove the hhsync directory under the siebsrvr directory.
   5. Restart the Siebel server and try again.

      If message objects are populated, it may be due to some server components not running.

      If no, check the server-side log file to see if there are any error messages.

7. Examine the log files such as SMQRecevier log files, WfProcMgr log files, or the Siebel Handheld application 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 Workflow Process Manager,

   change evtloglvl SMQMsgSvc=5 for comp WfProcMgr

   change evtloglvl EngInv=5 for comp WfProcMgr

   change evtloglvl StpExec=5 for comp WfProcMgr

   change evtloglvl PrcExec=5 for comp WfProcMgr

   change evtloglvl ObjMgrSqlLog=4 for comp WfProcMgr

   • For Siebel Service Handheld application,

   change evtloglvl HandheldSyncLog=5 for comp ServiceCEObjMgr_enu

8. Test the outbound workflow. Navigate to Activities > Activity List > All Activities, and create a new activity. Step off the record and go back to the activity, assign the owner of the activity to the mobile user. This event triggers the SMQ Outbound Activity to Primary Owned By workflow and a data message should reach the user's Siebel Handheld application if the Handheld device is connected to the queue manager. Server outbound messages are put in the [UserQueueName].SFQ directory temporarily until the Handheld device 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.
9. Sometimes, the workflow runtime events cannot be triggered after activation. Restarting the Siebel Server can fix this problem.
10. 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.
11. SMQ Receiver must be enabled after the queue manager is set up and running.