Troubleshooting Siebel Mobile Disconnected Applications

Table 3-4 shows some common errors that users might encounter when trying to access and use Siebel Mobile disconnected applications on their mobile device.

Table 3-4 Troubleshooting Siebel Mobile Disconnected Applications: Common Errors

Problem	Cause	Solution
The application user interface is not displaying correctly on the mobile device.	The Siebel Mobile disconnected application is not rendering correctly.	Check the browser that is being used on your mobile device. For information about browser requirements, see Deploying Siebel Open UI.
The Siebel Mobile environment is not loading and a blank screen appears.	Private browsing is enabled for the browser on your mobile device.	Make sure that private browsing is not enabled for the browser on your mobile device. For more information, see "Disabling Private Browsing".
If you get errors similar to the following: Tag: swe:nav-control is not valid in this context. . . . Error creating Parameter:HighInteractivity for Comp:ePharmaMObjMgr_ENU @ in CompGroup:HandheldSyncSIS Strict Flag set to FALSE, continuing with the next Object... Error creating Parameter:MobileApplication for Comp:ePharmaMObjMgr_ENU @ in CompGroup:HandheldSyncSIS Strict Flag set to FALSE, continuing with the next Object...	The Siebel Mobile disconnected application is not rendering correctly.	Make sure that the Siebel Application Object Manager parameters are configured correctly for your Siebel Mobile disconnected application. To set the parameters again, run the srvrmgr command for your Siebel Application Object Manager. For more information, see "Siebel Application Object Manager Parameters for Siebel Mobile Disconnected Applications".
The Siebel Mobile disconnected application is not showing the latest information or most recent changes.	One or more files that your browser has cached have changed.	Clear your browser cache. For more information, see "Clearing the Browser Cache".
The Siebel Mobile disconnected application keeps failing or locking.	The cause of this problem can be one or both of the following: One or more files that your browser has cached has changed. You have reached, are nearing, or have exceeded your browser cache limit. You must have a minimum of 50 megabytes (MB) of available storage on your mobile device.	Check your browser cache size to make sure that you have not exceeded your cache limit, remove any Web site data if required, and then clear your browser cache. For more information, see the following: "Clearing the Browser Cache" "Checking the Browser Cache Size"
An error message similar to the following appears after selecting a value from a drop-down list: The applet field with name " . . . " does not exist (SBL-UIF-00289)	The User Agent settings for the web browser are incorrect.	The steps to modify the User Agent settings for the web browser are: Log in to the Siebel Business Application. Navigate to the Administration - Web Browser screen, then the Browsers view. Create a new browser by entering the browser name and version. Add the capabilities for the new browser. For example: User-Agent = Mozilla/4.0 (compatible; <browsername&version> Parent = <browsenamer&version> Accept = image/gif, image/x-xbitmap, image/jpeg, image/pjpeg, application/vnd.ms-powerpoint, application/vnd.ms-excel, application/msword, */* JumpTab = True Note that although the User-Agent value looks incomplete without a closing (right bracket) parenthesis, this is the correct value. After applying these Siebel client parameters, restart the Siebel Mobile disconnected application. No browser errors will be returned, no matter what parameters are set on the browser side.
When using Siebel Mobile disconnected applications on Solaris, an authentication popup displays after every operation.	The Bitmap Category object settings in the repository are incorrect. Note that this issue is seen only on Solaris platforms.	Modify the Bitmap Category object in the repository by updating the file name for the following categories: Leads Applet - Mobile Bitmap Name: Lead Form Applet Icon File Name value: LeadsGrey_Large_Highlight.png Quote Applet - Mobile Bitmap Name: Quo Form Applet Icon File Name value: QuoteGrey_Large_Highlight.png Opportunities Applet - Mobile Bitmap Name: Oppty Form Applet Icon File Name value: OpportunityGrey_Large_Highlight.png

Table 3-5 shows some common logging errors that users might encounter, including how to debug the errors. You can use the Log button on the application banner to review the log messages and debug information for Siebel Mobile disconnected applications, provided that logging has been enabled for the application. For more information, see "Siebel Mobile Disconnected Application Logging".

Table 3-5 Troubleshooting Siebel Mobile Disconnected Applications: Logging Errors

Problem	Cause	Solution
(1) Data created in offline mode is not visible in online mode after triggering a data upload. The log event setting is set to UpSync (to debug issues with uploading data in offline mode). Messages similar to the following examples appear in the log console: SyncThreadHandler - OnCall, UpSync failed. AppMgr - Ping, Pinging Server.... AppMgr - CheckServerConnection, Checking server connection.... AppMgr - CheckServerConnection, Network/Server is unavailable. Continuing in offline mode. AppMgr - CheckServerConnection, Checking server connection.... Failed AppMgr - Ping, Pinging Server.... Failed SyncThreadHandler - OnCall, UpSync completed.	The cause of this problem can be one or more of the following: Failure to upload data. Conflicts after uploading data.	The steps to debug using the logs are: Tap the bug icon on the application banner to open the log console. Review the log messages to check whether there was a failure in uploading data or if there was a server connection failure. In the case of an UpSync or upload data failure message, check the server logs for more detailed information. If the logs show an UpSync completed message, then check for conflicts.
(2) After tapping the GoOffline icon on the application banner, data extraction and the transition to offline mode is taking too long to complete. The log event setting is set to Data Extraction. Messages similar to the following examples appear in the log console: ProactiveCacheBuilder - ParseData Table:PharmaProfessionalStateLicenses , Columns: 15, No. of records: 39 ProactiveCacheBuilder - ParseData, Creating table LSMessagingPlansBC ProactiveCacheBuilder - Unique Keys, OwnerId,Version,Name The syntax for these error messages is as follows: ProactiveCacheBuilder - ParseData Table:<BusComp Name without alpha chars> , Columns: <# of columns>, No. of records: <#of records>.	The cause of this problem can be one or more of the following: Too many records were downloaded for some of the business components (BusComps). There were SQL errors when caching the downloaded records into the Web database. There were network issues (the server, component, or VPN is down) or appcache issues.	The steps to debug using the logs are: After download, tap the bug icon on the application banner to open the log console. Verify the number of records downloaded for each business component (BusComp). For BusComps with large volumes of records, modify the filter specification accordingly so that fewer records will be downloaded in future. In the case of SQL errors, fix the issue as suggested by the error message in the log console.
(3) In offline mode when trying to save a newly created record, the following error message appears: "Field '<FieldName> ' not found in BusComp."	The field specified in the error message was not downloaded in offline mode.	The steps to debug are as follows: Provided that the browser's debugging tool to view browser resources is available, then query the Web database to verify whether the field is available in the BusComp.
(4) In offline mode when saving a newly created record, some default fields are populated with incorrect values and some fields are given validation error messages. The log event setting is set to Client System. A message similar to the following example appears in the log console: BusComp - SetDefaultValues, where expression type is : PreDefault, BC name is: Action, field: Duration Minutes, value: 15, expression: "IIf ([IsiLog] = 'N', [Work Time Min],Expr: "LookupValue(""APPOINTMENT_DURATION"", ""15"")")" The syntax for this error message is as follows: BusComp - SetDefaultValues, where expression type is : <expression type i.e. either PreDefault or PostDefault>, BC name is <bcname>, field: <field name>, value: <evaluated value>, expression: <expression> A messages similar to the following example appears in the log console: SyntaxError: Parse error on line 1: ...s Stock Employee Id - Owned by Id] = 'Y' -----------------------^ Expecting 'TOKEN_IDENTIFIER', ']', 'TOKEN_SPL_CHAR', 'TOKEN_NUMBER', got 'TOKEN_MINUS' Expression: [Is Product Allocation Type] = 'Y' && [Owned By Id] = LoginId() && [Stop Sampling Flag] = LookupValue("BOOLEAN_VALUE","N") && (([Active Flag] = LookupValue ("BOOLEAN_VALUE","Y") && [Is Stock Employee Id - Owned by Id] = 'Y' && [Is Lot Product Type] = 'Y' && [Is Lot Stock] = 'Y' && [Inventory Audit Report Id] IS NULL ) || (([Inventory Flag] = 'N' || [Inventory Flag] IS NULL ) && ([Lot Flag] = 'N' || [Lot Flag] IS NULL ))) The syntax for this error message is as follows: SyntaxError: Parse error on line #: <error message> Expression: <expression>	There are issues in the Siebel Repository with the expressions configured for the PreDefault, PostDefault or ValidationSpec property of the BusComp field.	The steps to debug using the logs are: Tap the bug icon on the application banner to open the log console, and then tap Clear to clear any existing logs. Navigate to the view where the error occurs, and then create a new record and save it. Close any error message that appears, and then return to the log console. In the log console, search for log messages that start with the following: "BusComp - SetDefaultValues..." These log statements provide information about the PreDefault and PostDefault expressions that are set for fields when creating new records and the evaluated value. Verify whether the value was evaluated correctly. If the log console shows messages similar to the following, then the expression configured for the field in the Siebel repository is incorrect and must be fixed as indicated by the error message: SyntaxError: Parse error on line #: If the browser's debugging tool to view the browser resources is available, then verify all expressions in the application by running the SiebelApp.Metadata.VerifyExpressions() API in the log console, and then checking the logs for errors. To get a list of all the expressions used in the application, run the SiebelApp.Metadata.GetAllExpressions() API in the log console. That is, the expressions used in all of the following: BusComp Field PreDefault, PostDefault, and ValidationSpec property. BusComp search specifications. Applet Search specification. CanInvokeMethod applet user property. OnFieldUpdateSet BusComp user properties.
(5) In offline mode when trying to save a newly created record, the following error message appears: "<FieldName> is a required Field.Enter an appropriate value.(SBL-UIJ-00126)" The log event setting is set to Client System (to debug error messages displayed in offline mode). A message similar to the following example appears in the log console: BusComp - SetDefaultValues, where expression type is : PreDefault, BC name is: Action, field: Duration Minutes, value: 15, expression: "IIf ([IsiLog] = 'N', [Work Time Min],Expr: "LookupValue(""APPOINTMENT_DURATION"", ""15"")")" The syntax for this error message is as follows: BusComp - SetDefaultValues, where expression type is <expression type /PreDefault or PostDefault>, BC name is <bcname>, field is <field name>, value is <evaluated value>, and expression is <expression>. A message similar to the following example appears in the log console: SyntaxError: Parse error on line 1: ...s Stock Employee Id - Owned by Id] = 'Y' -----------------------^ Expecting 'TOKEN_IDENTIFIER', ']', 'TOKEN_SPL_CHAR', 'TOKEN_NUMBER', got 'TOKEN_MINUS' Expression: [Is Product Allocation Type] = 'Y' && [Owned By Id] = LoginId() && [Stop Sampling Flag] = LookupValue("BOOLEAN_VALUE","N") && (([Active Flag] = LookupValue ("BOOLEAN_VALUE","Y") && [Is Stock Employee Id - Owned by Id] = 'Y' && [Is Lot Product Type] = 'Y' && [Is Lot Stock] = 'Y' && [Inventory Audit Report Id] IS NULL ) || (([Inventory Flag] = 'N' || [Inventory Flag] IS NULL ) && ([Lot Flag] = 'N' || [Lot Flag] IS NULL ))) The syntax for this error message is as follows: SyntaxError: Parse error on line #: <error message> Expression: <expression>.	The suspected causes of this problem are: The required <FieldName> is exposed in the UI with a red star (*) next to it, but the field contains no value. The required <FieldName> is not exposed in the UI and has a PreDefault or PostDefault expression to set its value when a new record is saved. The issue here could be one of the following: The expression failed to parse. The expression includes fields with no values (where no values are set), leading to an incorrect evaluation. The expression looks up a value in a particular LOV Type, but that LOV Type is not downloaded.	The steps to debug this error using the logs are: Tap the bug icon on the application banner to open the log console, and then tap Clear to clear any existing logs. Navigate to the view where the error occurs, and then create a new record and save it. Close any error message that appears and then return to the log console. In the log console, search for log messages that start with the following: BusComp - SetDefaultValues... These log statements provide information about the PreDefault and PostDefault expressions that are set for fields when creating a new record and the evaluated value. Verify whether the value was evaluated correctly. If the expression contains functions similar to the following, then the expression verifies whether the LOV Type and the required value is downloaded in the local database: LookupValue(<LOV Type>,<value to look up>) If the log console shows log messages similar to the following, then the expression configured for the field in the Siebel repository is incorrect and must be fixed as indicated by the error message: SyntaxError: Parse error on line #:
(6) In offline mode, the applet shows an incorrect set of records or no records at all. The log event setting is set to Client System (to debug error messages displayed in offline mode). Messages similar to the following example appear in the log console: BusComp - SearchSpec, Name: Pharma Professional Call - Mobile, SearchSpec: (( ("Category" = "Contact Call") OR ("Category" = "Attendee Call")) OR ("Category" = "Account Call")) The syntax for this error message is as follows: BusComp - SearchSpec, Name: <BusComp Name>, SearchSpec: <BusComp Search Spec>	The cause of this problem can be one or more of the following: The downloaded records do not satisfy the business component search specification. The visibility of the downloaded record does not match the visibility of the view in which the record is expected to be displayed. The filter specification that is applied to download the data is incorrect.	The steps to debug using the logs are: Tap the bug icon on the application banner to open the log console, and then tap Clear to clear any existing logs. Navigate to the view where the error occurs. Check the logs to verify the business component search specification that was applied when the view was populated with records. Verify whether or not the missing records satisfied the search specification. If the browser's debugging tool to view the browser resources is available, then query the Web database to determine whether the required records are downloaded and the value in the PDAVisibilityTypes column for the records. Verify the visibility of records. Verify the filter specification applied to download the records.

Enabling JavaScript for Safari

To use Siebel Mobile on Safari, JavaScript must be enabled for Safari.

To enable JavaScript for Safari 

1. Start your Safari browser.

2. Select Preferences from the Safari menu.

3. Click Security.

4. Select the Enable JavaScript option.

5. Close the Preferences window.

6. Close and restart Safari.

Disabling Private Browsing

If after logging into Siebel Mobile, the application environment will not load and a blank screen appears, then make sure that private browsing is not enabled for the browser on your mobile device. Private browsing mode will block any browser cache from registering, and prevent Siebel Mobile, which depends on caching, from running. The following procedure shows you how to disable private browsing in, for example, Safari on iPad.

To disable private browsing (for example, on iPad)  

1. Tap Safari on the home screen of your iPad to start the browser.

2. Do one of the following as required:

   1. If using Apple iOS 7, then disable private browsing as follows:

      • Tap Show Pages (the plus icon) in the lower right hand corner of the screen.

      • Tap Private in the lower left hand corner of the screen

      • If prompted to close or keep all current tabs open, select an option.

      • Tap Done in the lower right hand corner of the screen.

      Private browsing is now disabled for the mobile device, and the background color of the Safari browser changes to white or light gray.

      To enable private browsing for the mobile device, repeat this step again. When private browsing is enabled, the background color of the Safari browser is black or dark gray (and not white or light gray).

   2. If using Apple iOS 7.1 or later, then disable private browsing as follows:

      • Tap the URL field at the top of the screen.

      • When the keyboard opens, tap Private above the keyboard on the left hand side.

      • If prompted to close or keep all current tabs open, select an option.

      Private browsing is now disabled for the mobile device, and the background color of the Safari browser changes to white or light gray. To enable private browsing for the mobile device, repeat this step again. When private browsing is enabled, the background color of the Safari browser is black or dark gray (and not white or light gray).

Clearing the Browser Cache

The process of clearing the browser cache differs from browser to browser, but typically involves selecting an option to delete the cache or temporary files in your browser's administrative settings. After clearing your browser cache, refresh the page that you are viewing so that your browser can obtain the fresh files. The following procedure shows you how to clear the browser cache.

To clear the browser cache 

1. On an iOS device (such as iPad):

   1. Tap Settings, Safari, and then tap Clear Cookies and Data.

   2. Tap Clear when prompted for confirmation to clear all cookies and data.

      This step clears all the cached data that was used to speed up browsing.

   3. Refresh the page that you are viewing to obtain the latest files.

2. On an Android device (such as Samsung Galaxy tablet):

   1. Open the Web browser on your mobile device.

   2. Tap Menu, select Settings, tap Privacy and Security, and then to one or both of the following as required:

      • Tap Clear all cookie data to clear all browser cookies.

      • Tap Clear browser cache to delete locally cached content and databases.

   3. Refresh the page that you are viewing to obtain the latest files.

Checking the Browser Cache Size

To successfully use Siebel Mobile in offline mode, you must have a minimum of 50 megabytes (MB) of available storage on your mobile device. The following procedure shows you how to check the browser cache size in Safari on iPad so that you are within the cache limit and how to delete the Web site data if required. The procedure is similar on Android devices.

To check the browser cache size (for example, on iPad)  

1. Tap Settings, Safari, Advanced, and then tap Website Data.

   Review the amount of data stored for each Web site and the total amount of Web site data stored on your iPad.

2. Remove the data for any Web site whose data has been updated recently or is no longer required as follows:

   • Tap Edit.

   • Select the Web site whose data you want to remove, and then tap Delete.