8 Troubleshooting for Siebel Anywhere

This chapter includes tips to help Siebel administrators resolve some problems that can arise while working with Siebel Anywhere. It includes the following topics:

"Upgrade Kit Wizard Error at Finish"
"New Upgrade Kit Status: Request Submitted"
"New Upgrade Kit Status: In Progress"
"Unable to Download Upgrade Kit"
"Required Upgrade Kit Cannot Be Installed"
"Failed Upgrade Kit Locks the Siebel Administrator's Account"
"Converting a Required Upgrade Kit to an Optional Upgrade Kit"
"Changing Version Settings After Distribution"

Note:

For any troubleshooting that involves Mobile Web Clients, make sure that the Transaction Processor and Transaction Router components are running on the Siebel Server with which the mobile users synchronize. Verify the status of the process. For more information, see Siebel Remote and Replication Manager Administration Guide.

Upgrade Kit Wizard Error at Finish

If you receive an error message such as Unable to find definition for component UpgKitBldr when you click Finish in the Upgrade Kit Wizard, then you might need to synchronize server components. For more information, see "Synchronizing Server Components".

New Upgrade Kit Status: Request Submitted

Occasionally, you might notice that the status of a new upgrade kit remains Request Submitted after several minutes of waiting. This status means that the Upgrade Kit Builder has not yet picked up the server request to build the upgrade kit. There are several possible causes for this delay:

The upgrade kit might have been created when the Siebel Anywhere component was not enabled. The status will not change until the component is enabled. After the component is enabled, the request will be processed automatically.
The server component Upgrade Kit Builder (alias UpgKitBldr) might be busy building a previously submitted upgrade kit. Most upgrade kits take only a few minutes to build. However, Siebel Database Schema upgrade kits can take as long as two hours or more to build, depending on the database type, the database size, and the extent of the schema changes.
The server component Upgrade Kit Builder (alias UpgKitBldr) might not be running.
The server component Server Request Broker (alias SRBroker) might not be running correctly.
The server component Server Request Processor (alias SRProc) might not be running correctly.

The following paragraphs provide information about troubleshooting some of these problems.

Checking for Current Upgrade Kit Builder Activity

The following procedures provide ways to check whether the Upgrade Kit Builder is busy building another upgrade kit:

To check Upgrade Kit Builder activity in a Siebel application

Navigate to the Administration - Server Management screen, then the Components view.
In the Components list, select the Upgrade Kit Builder component.
Click the Tasks view tab, and inspect the status of any tasks submitted for the Upgrade Kit Builder component.

To check Upgrade Kit Builder activity using srvrmgr

In srvrmgr, enter the following command to check the status of Upgrade Kit Builder tasks:

srvrmgr> list task for comp UpgKitBldr

Checking the Status of Components Related to Upgrade Kits

Use any of the following ways to check the status of the UpgKitBldr, SRBroker, and SRProc components:

Navigate to the Administration - Server Management screen, then the Components view. Select each applicable component, and click the Tasks view tab to inspect the status of tasks submitted for that component.
In srvrmgr, use the following command to view the status of a component, replacing component_name with UpgKitBldr, SRBroker, or SRProc:

srvrmgr> list comp component_name

In the log directory, check the log files as follows:
- Inspect the enterprise_server_name.siebel_server_name.log to verify that all the processes for UpgKitBldr, SRBroker, and SRProc were created correctly.
- See whether there are any signs of trouble in the SRProc_task#.log file or the SRBroker_task#.log file.

Troubleshooting Server Request Processor Problems

If you find evidence that the SRProc component is not running correctly, then check the following aspects of your server's configuration:

Is the database connection information correct?
Are the user name and password correct?
Have you done server component synchronization? For more information about this procedure, see Siebel System Administration Guide.

For more information about troubleshooting server problems, see Siebel System Monitoring and Diagnostics Guide.

New Upgrade Kit Status: In Progress

Occasionally, you might notice that the status of a new upgrade kit remains In Progress for an extended period, indicating that the upgrade kit is taking a long time to build. If this is the case, then consider the following information to help troubleshoot the situation.

Some of the reasons for a delay in status change include:

The upgrade kit is still being built. (In particular, Siebel Database Schema upgrade kits can take as long as two hours or more to build.) To monitor the progress of the upgrade kit, use one of the following options to check the latest status:
- Navigate to the Administration - Server Management screen, then Components, and then Tasks. Look for the latest status of the Upgrade Kit Builder component.
- In the server manager line-mode utility, enter:
  
  list task for comp UpgKitBldr
- Look for the component log file for Upgrade Kit Builder (UpgKitBldr_taskno.log) in the log directory.
Upgrade Kit Builder is not responding. Sometimes a Siebel File System error or a network connection error interrupts the operation of Upgrade Kit Builder. If you conclude that Upgrade Kit Builder is not responding, then take the following actions:
- Check these server components, which support Upgrade Kit Builder: File System Manager (FSMSrvr) and Server Request Broker (SRBroker). Make sure that these components are running correctly.
- Edit the record, change the status from In Progress to Error, save the record, and then delete the record before trying to rebuild. (The reason for deleting the failed record is to avoid a naming conflict.) Then, recreate the upgrade kit.

Unable to Download Upgrade Kit

Sometimes the following error messages appear when you attempt to download an upgrade kit.

Unable to find upgrade kit path to upgrade component: component_name. Please contact your Siebel administrator or try again.
The file "upgrade_kit_file_name.arc" could not be found on any specified file system.
Upgrade wizard did not complete successfully. Restart Siebel application to attempt the upgrade again.
Unable to open compressed file

(Sublevel_directory_path\S_UPG_KIT_IARG_ROWID_REVNO.saf).
Unable to download the Upgrade Kit "upgrade_kit_title" required to upgrade your system.

These errors can be caused by the following conditions:

A previously required upgrade kit has been deactivated or deleted. The client is trying to find an active upgrade kit with a certain New Version number, but there is no such upgrade kit because it was deactivated or deleted.

To solve this problem, have your Mobile Web Client first synchronize using an invalid Configuration (set the Component Name in the CFG file to none). This action will get the recent transactions routed to the Mobile Web Client and pass the transaction regarding the nonfunctioning or deactivated upgrade kit.

Then have users change the Component Name back to the original value and synchronize again. You can make this process transparent to your users by sending them a batch file that synchronizes for them from the command line, using a different CFG file that was sent to them with the batch file. Use siebsync.exe and specify the CFG file with the /c option.
A nonexecutable file has been specified for execution. The upgrade kit you have created is of type Siebel Client Customer Revisions and when you were creating the upgrade kit, you selected a nonexecutable file to be executed. You must deactivate the upgrade kit and recreate it with the same version number. Activate the upgrade kit, but do not apply or distribute it.
A user's connection to the Siebel File System is not set correctly. Use one of the following techniques, depending on the type of user involved:
- For Developer Web Client users. Check the Developer Web Client users' CFG files and make sure that the FileSystem parameter under the [ServerDataSrc] section is set to the appropriate location and that your user has read and write access to that directory. One test for correct location and read and write access would be to have the user open an attachment. If the attachment opens, then the connection to the Siebel File System is set correctly.
- For Mobile Web Client users. Because Mobile Web Client users are connected to the Siebel File System through the Siebel Server, make sure that the Siebel File System parameter of Synchronization Manager is set to the correct location: the same location as the FileSystem parameter in the CFG file (of the user who has created the upgrade kit). In other words, make sure that the File System Manager is working properly.

There is not enough space on the computer to download the upgrade kit. Free some space and try to retrieve and install the upgrade kit again.
A prerequisite upgrade kit is not available. An upgrade that the Siebel administrator intends for the end users to retrieve might depend on another upgrade kit that has either been deactivated, deleted, or not created yet. The Siebel client will make sure that all upgrade kits are ready before invoking the Upgrade Wizard.

Required Upgrade Kit Cannot Be Installed

If you create and distribute a required upgrade kit that, for some reason, cannot be installed on the client or server, then you must define and distribute a repair upgrade kit, which is a new upgrade kit that functions properly.

Use the Upgrade Kit Wizard to define the repair upgrade kit. Make sure that the version information in the repair upgrade kit differs from the version information in the nonfunctioning upgrade kit in the following ways:

If the minimum version is editable, then make sure that its value is set to the last known good version for this upgrade component.

For example, if the minimum version of the nonfunctioning upgrade kit was 5, then set the minimum version of the repair upgrade kit no higher than 5.
Make sure that the new version of the repair upgrade kit is at least one version number higher than the new version of the nonfunctioning upgrade kit.

For example, if the new version of the nonfunctioning upgrade kit was 6, then make the new version of the repair upgrade kit 7. Then, Oracle's Siebel Anywhere can upgrade the user's setup from the last good version, skipping the nonfunctioning version.

After you have defined your repair upgrade kit, activate and test the upgrade kit, as you would do for any other required upgrade kit. Distribute the repair upgrade kit to the appropriate Developer or Mobile Web Client users, as described in the following procedure.

To distribute a repair upgrade kit

Navigate to the Administration - Siebel Anywhere screen, then the Upgrade Configurations view.

The Upgrade Configurations list appears.
Prepare the upgrade kit for distribution.
1. In the Upgrade Configurations list, select the configuration under which you distributed the nonfunctioning upgrade kit.
2. Verify that the components in the repair upgrade kit are included in the configuration as related components.
3. With this configuration selected, click Distribute.

Failed Upgrade Kit Locks the Siebel Administrator's Account

If the Siebel administrator's account is locked out due to a failed upgrade kit, then the following procedure will help you recover.

It is also sometimes possible to log in as a Web Client that does not have version checking or upgrades, and take corrective measures to resolve the issue related to the failed upgrade.

To unlock the Siebel administrator's account

Edit the Siebel administrator's CFG file by changing the value of the ComponentName parameter to None.

This change prevents the Siebel client from performing any version checking. If you dynamically associated the Siebel administrator account with a configuration, then create a service request (SR) on My Oracle Support. Alternatively, you can phone Oracle Global Customer Support directly to create a service request or get a status update on your current SR. Support phone numbers are listed on My Oracle Support.

Caution:
Dynamically associating the Siebel administrator account with any configuration is not recommended, because it sometimes prevents the administrator from logging in.
If the upgrade kit failed while the Upgrade Wizard was running, then delete the file upgwiz.ucf in the BIN directory.

The Siebel client always checks for the existence of the file upgwiz.ucf in the BIN directory to find out if it was in the middle of an upgrade.
Log in to the Siebel Business Applications to determine the reason for the failed upgrade, and take corrective measures.

Presumably, the other subscribers to your original configuration are also affected.
Test your solutions using the Siebel Test Client configuration.
After testing the upgrade kit thoroughly, distribute the correct upgrade kit to every appropriate configuration.

Remember to change the value of the ComponentName parameter to its original value in the CFG file.

Converting a Required Upgrade Kit to an Optional Upgrade Kit

If you distribute a required upgrade kit for Developer Web Client users and realize it was supposed to have been optional, then use the following procedure to convert the upgrade kit from required to optional.

Note:

This procedure applies only to Developer Web Client users. Upgrade kits for Mobile Web Client users cannot be changed from required to optional. If a Mobile Web Client user has difficulty with a required upgrade kit, then you must deactivate the problematic upgrade kit and create a new one. The new upgrade kit will have the same Minimum Old Version and Maximum Old Version settings as the deactivated upgrade kit, but a higher New Version number.

To convert a required upgrade kit to an optional upgrade kit (for Developer Web Clients only)

Navigate to the Administration - Siebel Anywhere screen, then the Upgrade Component List view.

The Upgrade Components list appears.
From the Upgrade Components list, select the name of the Upgrade Component for which you distributed the upgrade kit.
Modify the Min Version field with the minimum value that is acceptable, or change it to null.

Caution:
Perform this step carefully, because the wrong minimum value could cause some users to skip a related required upgrade kit.
Step off the record, or choose Save Record from the applet menu, to save the record.
Navigate to the Administration - Siebel Anywhere screen.
From the link bar, select Upgrade Configurations.

The Upgrade Configurations and Upgrade Components list applets appear.
On the Upgrade Configurations list applet, select the configurations you had previously distributed the component information to.
Click Distribute.

This procedure makes the upgrade kit optional. Siebel Developer Client users and Mobile Web Client users can log in to the Component Upgrades view if the client version they are using is between the minimum and maximum for the upgrade component in the Upgrade Component List view.

Changing Version Settings After Distribution

If users receive an error message such as Unable to select required upgrade kits to upgrade your system when attempting to retrieve an upgrade kit, then Minimum Old Version and Maximum Old Version might be set inappropriately.

The following procedure describes how to correct inappropriate values for Minimum Old Version and Maximum Old Version after an upgrade kit has been distributed.

To change Minimum Old and Maximum Old versions of an upgrade kit after distribution

Navigate to the Administration - Siebel Anywhere screen, then the Upgrade Kits view.

The Upgrade Kits list appears.
From the Upgrade Kits list, select the target upgrade kit.
If the status is Active, then change the status to Pending.
Change Minimum Old Version and Maximum Old Version values according to your requirement.

If you want the upgrade kit to be available for every client, then set both values to blank.
While the upgrade kit is selected, click Activate.

Note:

Do not change the status of the upgrade kit to Active manually. Manually changing the status in this way does not actually activate the upgrade kit.

You do not need to reapply or redistribute the upgrade kit.