Troubleshooting Problems That Occur When Siebel CRM Desktop Connects to the Siebel Server

To resolve a problem that occurs when Siebel CRM Desktop connects to the Siebel Server, look for it in the list of symptoms or error messages in the following table. Siebel CRM Desktop uses the log.0000.txt file to log errors. It increments this log file name each time it creates another log file.

Symptom or Error Message Solution

Symptom or Error Message	Solution
Siebel CRM Desktop creates an entry in the log.0000.txt file that is similar to the following error: `Synchronization canceled by error: siebel_service: failed attempting to connect to siebel` This error occurs if Siebel CRM Desktop cannot connect to the EAI Object manager.	You can make sure the following items are up and running: Siebel Server erver component for the EAI Object manage
Siebel CRM Desktop creates an entry in the log.0000.txt file that is similar to the following error: `Exception 'class siebel::siebel_cntr_exception' throwing: siebel_service: SOAP response has unexpected structure.` This error typically occurs if the architecture component that Siebel CRM Desktop calls returns an HTTP error instead of an expected SOAP message and Siebel CRM Desktop cannot parse the error. An Internal Server Error is an example of an HTTP error.	You can look for potential problems in the following logs: SOAP log iebel Application Interface lo AI lo
Siebel CRM Desktop creates an entry in the log.0000.txt file that is similar to the following error: `Exception 'struct win32_exceptions::inet_cannot_connect' throwing: WinInet: Cannot connect to Internet!` `Synchronization canceled by error: WinInet: Cannot connect to Internet` This error occurs if Siebel CRM Desktop cannot connect to the Web server.	You can do the following work: Make sure the Web server is running. ake sure the computer that runs the client can connect to the Web server.
When the user attempts to log in to the client, Siebel CRM Desktop displays a message that is similar to the following: `siebel_service: SOAP response has unexpected structure` It creates an entry in the log.0000.txt file that is similar to the following error: `Exception 'class siebel::siebel_cntr_exception' throwing: siebel_service: error occurred while retrieving meta data package: This user does not have an active package available.` This error occurs if the responsibility that is associated with the user is not associated with a customization package.	Make sure the responsibility that is associated with the user is associated with a customization package. For more information, see Creating and Publishing the Customization Package.

Siebel CRM Desktop creates an entry in the log.0000.txt file that is similar to the following error:

Synchronization canceled by error: 
siebel_service: failed attempting to connect to 
siebel

This error occurs if Siebel CRM Desktop cannot connect to the EAI Object manager.

You can make sure the following items are up and running:

Siebel Server
erver component for the EAI Object manage

Siebel CRM Desktop creates an entry in the log.0000.txt file that is similar to the following error:

Exception 'class 
siebel::siebel_cntr_exception' throwing: 
siebel_service: SOAP response has unexpected 
structure.

This error typically occurs if the architecture component that Siebel CRM Desktop calls returns an HTTP error instead of an expected SOAP message and Siebel CRM Desktop cannot parse the error. An Internal Server Error is an example of an HTTP error.

You can look for potential problems in the following logs:

SOAP log
iebel Application Interface lo
AI lo

Siebel CRM Desktop creates an entry in the log.0000.txt file that is similar to the following error:

Exception 'struct 
win32_exceptions::inet_cannot_connect' 
throwing: WinInet: Cannot connect to Internet!

Synchronization canceled by error: WinInet: 
Cannot connect to Internet

This error occurs if Siebel CRM Desktop cannot connect to the Web server.

You can do the following work:

Make sure the Web server is running.
ake sure the computer that runs the client can connect to the Web server.

When the user attempts to log in to the client, Siebel CRM Desktop displays a message that is similar to the following:

siebel_service: SOAP response has unexpected 
structure

It creates an entry in the log.0000.txt file that is similar to the following error:

Exception 'class 
siebel::siebel_cntr_exception' throwing: 
siebel_service: error occurred while retrieving 
meta data package: This user does not have an 
active package available.

This error occurs if the responsibility that is associated with the user is not associated with a customization package.

Make sure the responsibility that is associated with the user is associated with a customization package. For more information, see Creating and Publishing the Customization Package.