Verifying and Troubleshooting Your Installation

This chapter provides information about verifying and troubleshooting your installation of Siebel CRM. It includes the following topics:

Verifying Installation for Siebel CRM

After installing the Siebel CRM software as a new installation or as a migration installation, review the installation log files, verify the version number of your installed software, and review the directories and files that now exist under the SIEBEL_ROOT directory that you specified during the installation.

Note: Additional top-level directories are created, which are parallel to the directories for the Siebel Gateway, Siebel Server, and so on. Among others, these directories include applicationcontainer for files related to the application container (which, for example, includes the server.xml file), cfgtoollogs for installation log files, opatch for files related to the opatch utility, and oui for files related to Oracle Universal Installer.

In addition to the steps described in this topic and elsewhere, perform any other tasks that might be necessary for verifying that your Siebel CRM software is functioning correctly. At the minimum, first install and configure all of the key components, including the Siebel CRM software and the Siebel database, and perform the basic verification steps for each component.

For full verification that your installed Siebel CRM server environment is working correctly, you must start one of the Siebel CRM applications in a Web browser. Start a suitable browser, specify a valid URL for one of the Siebel applications that your deployment supports, and log in using valid user credentials. Then access various screens and views in the application and make sure that the application functions properly and that the necessary seed data is present. Try this for all of the Siebel applications and languages that your deployment must support. Additional testing considerations are outside the scope of this document.

The available applications include those for which server component groups were enabled on the Siebel Server and for which Siebel Application Interface configuration was done, using Siebel Management Console. For example, the URL for Siebel Call Center might resemble the following:

https://SiebelApplicationInterfaceHost.FQDN:Port/siebel/app/callcenter/lang

In this URL:

SiebelApplicationInterfaceHost is the host name for the installed Siebel Application Interface.
FQDN is the fully qualified domain name for your deployment. An example is example.com.

Note: It is strongly recommended to use the fully qualified domain name (FQDN) when you enter a URL, because security certificates are generally obtained based on fully qualified domain name.
Port is the HTTPS redirect port number for the installed Siebel Application Interface. You specified this HTTPS redirect port during Siebel Application Interface installation.
Lang is the deployed language for the application you are running.

This topic contains the following information:

Reviewing the Installation Log Files

After installing the Siebel CRM modules, review the installation log files to verify that all of the modules installed successfully, particularly if you experienced any difficulties with the installation. The log files are created in the following directory:

SIEBEL_ROOT\cfgtoollogs\oui

The relevant log files for an installation session are named installActionsdate_time.log file. In the file name, date_time represents the date and time when the file was created; for example, installActions2017-07-02_10-28-04PM.log. For each set of files created, the oldest and largest log file generally represents the Siebel CRM module being installed.

Reviewing the Log Files for the Siebel Application Interface

Siebel Application Interface generates one or more log files as a result of connection attempts with the Siebel Server. These log files reside in SIEBEL_AI_ROOT\log.

Depending on the logging level that you choose, these files record errors, warnings, and general information. Events such as invalid configuration of the Siebel Application Interface are captured in these log files. Analyzing the log files can provide clues for troubleshooting Siebel Application Interface problems.

Verifying That the Application Container Is Running

After installing one or more Siebel CRM modules using the Siebel Enterprise Server installer, verify that the application container is running. You can also check relevant log files, such as catalina.log, that are created in the following directory:

SIEBEL_ROOT\applicationcontainer\logs

Also verify information about the application container stored in subdirectories. For example, the server.xml file, located in the conf subdirectory, can be checked to validate the HTTPS port number and other information for the installed application container.

Verifying That the Siebel Gateway Has Started

You must make sure that the Siebel Gateway is started when you do any of the following:

Configure the Security profile
Create and deploy the Siebel Enterprise profile
Create and deploy a Siebel Server profile
Create and deploy a Siebel Application Interface profile
Operate any of the Siebel applications
Remove the configuration of a Siebel Application Interface, Siebel Server or the Siebel Enterprise (task that you might perform when you are uninstalling the software)

Note: It is recommended that you review the Siebel Gateway log files, which are found in the SIEBEL_GATEWAY_ROOT\LOG directory.

To start the Siebel Gateway manually on Windows

Navigate to Control Panel, Administrative Tools, and then Services.
If the Siebel Gateway is not started, then click Action, and then Start.

Verifying the Installation Version Number for Siebel CRM

After installing the Siebel CRM modules, verify the version number of the installed software.

To verify the installation version number for Siebel CRM

Open a DOS window.
Set the value of the ORACLE_HOME environment variable to correspond to your top-level installation location, such as C:\Siebel. For example, you might enter a command like this:
```
set ORACLE_HOME=C:\Siebel
```
Navigate to the opatch directory within your installation. For example, you might enter a command like this:
```
cd C:\Siebel\opatch 
```
Enter the following command:
```
opatch lsinventory
```
The installed components within the specified Oracle home are displayed, with the version number as managed by Oracle Universal Installer. For example, the version number shown for your installed software might be 17.0.

Reviewing the Installation Directories for Siebel Gateway

After installing the Siebel Gateway, review the directory structure created by the installer.

The Siebel Gateway is installed in the SIEBEL_GATEWAY_ROOT directory within the Siebel root directory that you specified during the installation. The installation location is C:\Siebel\gtwysrvr or a similar location. Verify that the following Siebel Gateway directories and files now exist in the installation directory. In the list, lang represents each language that you have installed, such as ENU for U.S. English.

gtwysrvr. Top-level directory for Siebel Gateway.
	ADMIN. The template files used for scripts that control the running and configuration of the Siebel Gateway.
	BIN. Siebel Gateway start script, stop script, and executable programs.
	classes. Contains files used in the configuration process.
	EXTCACHE. Contains files used by the Siebel Enterprise Cache. (This directory is not used as of Siebel CRM 17.0, and is included for backward compatibility.)
	LOCALE. Language-specific files and scripts. These are not configurable.
	log. Siebel Gateway log files.
	upgrade.log. File that contains information logged during an upgrade.
	zookeeper. Contains files used by Apache ZooKeeper, which maintains the Siebel Gateway registry.

Reviewing the Installation Directories for Siebel Server

After installing the Siebel Server, review the directory structure created by the installer.

The Siebel Server is installed in the SIEBSRVR_ROOT directory within the Siebel root directory that you specified during the installation. The installation location is C:\Siebel\siebsrvr or a similar location. Verify that the following Siebel Server directories and files now exist in the installation directory. In the list, lang represents each language that you have installed, such as ENU for U.S. English.

siebsrvr. Top-level directory for Siebel Server.
	ADMIN. The template files used for scripts that control the running and configuration of Siebel Server.
	BIN. Binary file directory, containing executable programs, scripts, and language subdirectories related to language-specific server components. Also contains files used by Oracle Global Customer Support for installation workarounds.
	CLASSES. Contains files used in the configuration process.
	DBTEMPL. Contains dictionary and local database files required by Siebel Remote for regional users and Mobile Web Client users.
	DOCKING. Contains transaction files, visibility, and other databases required by Siebel Remote.
	HELP. Contains help files.
	INPUT. Contains files related to Siebel Remote.
	ISSTEMPL.
	jre. Contains files for Java Runtime Environment.
	JSON. Contains JSON (JavaScript Object Notation) files.
	LEX. Language-related files.
	LOCALE. Contains language-specific files. These files are not configurable.
	LOG. Contains client and utility log files.
	MSGTEMPL. Stores language-specific files for mail merge.
	OUTPUT. Contains files related to Siebel Remote.
	plugins.
	REPORTS. Contains the report executable programs used by Siebel Proposals to include reports in proposals.
	SDQConnector. Contains the DLLs, configuration files, and other files necessary to connect the Siebel Data Quality Universal Connector to one or more external data quality products. An external data quality product is validated though Oracle’s partner initiative.
	SEARCH. Contains the indexes and scripts used to administer and execute searches.
	SMARTANSWER. Contains files related to Siebel Smart Answer.
	SQLTEMPL. Contains SQL statements used by Siebel Server components. Do not modify these files.
	TEMP. Stores temporary files for use by the Siebel Server.
	UPGRADE. Contains files and scripts related to version upgrades of Siebel CRM. Also holds temporary, backup, and state log files used during an upgrade.
	upgrade.log. File that contains information logged during an upgrade.
	XML.
	XMLP.
	xsd.
	XSLT.

Reviewing the Installation Directories for Siebel Database Configuration Utilities

After installing the Siebel Database Configuration Utilities, review the directory structure created by the installer.

The Siebel Database Configuration Utilities software is installed in the DBSRVR_ROOT directory within the Siebel root directory that you specified during the installation. The installation location is C:\Siebel\dbsrvr or a similar location. Verify that the following Siebel Database Configuration Utilities directories and files now exist in the installation directory. In the list, lang represents each language that you have installed, such as ENU for U.S. English.

dbsrvr. Top-level directory for Siebel Database Configuration Utilities.
	BIN. Contains files for internal use.
	COMMON. Contains database platform-independent files.
	DBSRVR_ROOT (ORACLE, DB2UDB, DB2390, or MSSQL). Contains scripts specific to your database, including upgrade scripts for previous versions of Siebel CRM.
		DBOUTPUT (IBM DB2 for z/OS only). Contains subdirectories in which DDL is deposited by the installer for later transfer to the DB2 host when the Siebel Schema installation option Generate DDL Into Files is chosen.
		SIEBPROC (IBM DB2 only). Contains User Defined Functions (UDFs) and stored procedures for IBM DB2, by operating system. See also Installing the Stored Procedures and User-Defined Functions on IBM DB2.
			AIX. UDFs and stored procedures for IBM DB2 on AIX.
			HPUX. UDFs and stored procedures for IBM DB2 on HP-UX.
			LINUX. UDFs and stored procedures for IBM DB2 on Linux.
			SOLARIS. UDFs and stored procedures for IBM DB2 on Oracle Solaris.
			WIN32. UDFs and stored procedures for IBM DB2 on Windows.
		SQLPROC (IBM DB2 only). Contains subdirectories that contain the binary files that are required to install stored procedures. These stored procedures perform data migration as part of an upgrade.
			AIX. Stored procedures for IBM DB2 on AIX.
			HPUX. Stored procedures for IBM DB2 on HP-UX.
			LINUX. Stored procedures for IBM DB2 on Linux.
			SOLARIS. Stored procedures for IBM DB2 on Oracle Solaris.
			WIN32. Stored procedures for IBM DB2 on Windows.
		STORPROC (IBM DB2 for z/OS only). Contains stored procedures for DB2 for z/OS.
		UPGRADE. Directories containing files to enable upgrading from specific versions of Siebel CRM that are supported for upgrade to the current release.
	LANG. Contains language-specific and database-specific files for the ancestor Siebel Repository and supporting files. For example, ENU contains language-specific files for U.S. English, and DEU contains language-specific files for German.
	FILES. This directory contains sample file attachments. You must copy these files to the appropriate subdirectory of the Siebel File System. See Populating the Siebel File System.
	LOCALE. Contains translation files (for Oracle use only).

Reviewing the Installation Directories for the Siebel Application Interface

Review the physical directories created during the installation of the Siebel Application Interface to familiarize yourself with the locations of files relevant to its operation.

The following list shows some of the physical directories and files created after you install the Siebel Application Interface.

Siebel_AI. Top-level directory for Siebel Application Interface (example).
	applicationcontainer. Contains the file setenv.bat and other files and directories related to the application container for the installed Siebel software. Several of these files are updated by the installer at the end of the installation process and can be examined to help make sure that installation was successful.
		conf. Contains the file server.xml, which can be examined for information such as the HTTPS port number of the installed application container.
		webapps. Contains files for the Web applications supported by the application container, including properties files. The subdirectory `webapps\siebel` contains the default HTML file (default.htm) and also subdirectories such as `files`, `fonts`, `htmltemplates`, `images`, `scripts`, and `WEB-INF`. The `files` directory contains CSS files. `WEB-INF` contains files such as web.xml and log4j2-siebel.xml.
	applicationinterface.
	cfgtoollogs. Contains installation log files.
	config. Contains files related to configuration.
	diagnostics.
	inventory.
	jre. Contains files for Java Runtime Environment.
	manifest.
	OPatch. Contains files related to the `opatch` utility.
	oui. Contains files related to Oracle Universal Installer.

Troubleshooting Installation and Configuration for Siebel CRM

This topic presents troubleshooting information related to installation and configuration of Siebel CRM server modules. Some of the information also applies to additional modules that use the same installer and are also configured using Siebel Management Console, such as Siebel Enterprise Cache and Siebel Constraint Engine.

This topic includes the following information:

Troubleshooting Installation and Configuration for the Siebel Gateway

This topic describes potential errors that can result from a faulty installation or configuration of Siebel Gateway. Such problems can have any of several causes, some of the most common of which are listed in the following table.

Note: If you cannot start the Siebel Gateway, then you will not be able to configure a Siebel Enterprise or configure and start a Siebel Server.

Table Troubleshooting Siebel Gateway Installation and Configuration

Problem	Cause	Solution
The Siebel Gateway does not start.	You might not have privileges as the Siebel service owner.	Review the instructions in Creating the Siebel Service Owner Account.
You cannot start the Siebel Gateway service on \\COMPUTER_NAME. Error XXX: The service did not start due to logon failure.	Login failure	Navigate to Control Panel, Administrative Tools, and then Services. Select the Siebel Gateway. Right-click, then choose Properties. In the Log On tab, specify the user name and password to use for this service.
You receive an error at system startup that a driver is missing.	This problem can occur if you uninstall earlier Siebel CRM versions without first stopping the Siebel Server.	Stop the Siebel Server before uninstalling Siebel CRM. If the services are no longer visible within the Services menu, then contact Oracle Global Customer Support for instructions.

Problem

Cause

Solution

The Siebel Gateway does not start.

You might not have privileges as the Siebel service owner.

Review the instructions in Creating the Siebel Service Owner Account.

You cannot start the Siebel Gateway service on \\COMPUTER_NAME.

Error XXX: The service did not start due to logon failure.

Login failure

Navigate to Control Panel, Administrative Tools, and then Services.
Select the Siebel Gateway.
Right-click, then choose Properties.
In the Log On tab, specify the user name and password to use for this service.

You receive an error at system startup that a driver is missing.

This problem can occur if you uninstall earlier Siebel CRM versions without first stopping the Siebel Server.

Stop the Siebel Server before uninstalling Siebel CRM.

If the services are no longer visible within the Services menu, then contact Oracle Global Customer Support for instructions.

Troubleshooting Installation and Configuration for the Siebel Server

This topic describes potential errors that can result from a faulty installation or configuration of Siebel Server. Such problems can have any of several causes, some of the most common of which are listed in the following table.

Table Troubleshooting Siebel Server Installation and Configuration

Problem	Cause	Solution
The Siebel Server cannot be installed.	Insufficient user privileges	For information about setting up appropriate administrative user privileges to install, see Creating the Siebel Service Owner Account.
	Trying to install or configure the Siebel Server out of sequence	For the required installation and configuration sequence, see Overview of Installing Siebel CRM.
	Failure to install the required hardware or software	Installation errors related to software requirements are logged in the Siebel Enterprise Server installer log file. For requirements, see the Certifications tab on My Oracle Support.
The Siebel Server does not start after configuration.	Siebel Gateway not started	Verify that the Siebel Gateway was started. Start it if it was stopped.
	Invalid input values for Siebel Server profile creation and deployment	Verify that the input values were valid.
	Insufficient system privileges	Verify that you have sufficient system privileges to start the service. For more information, see Creating the Siebel Service Owner Account.
Cannot save a new profile in Siebel Management Console.	The specified profile name might already exist.	Provide a unique name for the new profile and retry saving the profile.
URL does not bring up Siebel Management Console.	Installations might not have been correctly performed. Security certificates might not be valid, as configured. You might have specified an incorrect port number in the URL. Other causes might apply.	Verify the following: The installations were correctly performed, Valid security certificates were used, and the security authentication system is available The Siebel Application Interface application container is running The URL is correct and includes the correct HTTP or HTTPS port See also Troubleshooting Installation and Configuration for Siebel Application Interface. For security issues, see also Siebel Security Guide.
URL does not bring up login page for a Siebel application. Cannot log in to a Siebel application.	Configuration of Siebel Server or Siebel Application Interface might not have been correctly performed or completed. Siebel database information might have been specified incorrectly. The Application Object Manager might not have been enabled on the Siebel Server. You might have specified an incorrect port number in the URL. You might have added components on a new Siebel Server, but neglected to update the Siebel Application Interface profile. Siebel system services might not be running. You might be experiencing problems with the security authentication system you are using. Other causes might apply.	Verify the following: The installations and configurations were correctly performed, and database information was specified correctly Security authentication was correctly configured and the security authentication system is available The Siebel Application Interface application container is running The Siebel Gateway and Siebel Server services are running The URL is correct and includes the correct HTTP or HTTPS port See also Troubleshooting Installation and Configuration for Siebel Application Interface. For security issues, see also Siebel Security Guide.

Troubleshooting Installation and Configuration for Siebel Application Interface

This topic provides suggestions for troubleshooting problems that you might encounter when installing and configuring the Siebel Application Interface.

Typical problems are shown in the following table.

Table Troubleshooting Siebel Application Interface Installation and Configuration

Problem	Cause	Solution
Siebel Application Interface profile deployment fails despite no obviously incorrect profile values.	The application container might not have been available to support the configuration process.	Try the following: Clear the CGHostURI entry in the applicationinterface.properties file, in `SIEBEL_AI_ROOT\applicationcontainer\webapps`. Restart the application container, as described in Stopping and Starting the Siebel Application Container. Deploy Siebel Application Interface again.
After installation, when the Siebel Web Client is started, a message appears, stating: Page Cannot be displayed	The application container is not running.	Make sure that the application container is running. Refresh the connection between your browser and the Siebel Application Interface.
	The Siebel Application Interface port is incorrectly specified.	Verify that the Siebel Application Interface port information is correct.
	Applications were not configured properly.	Make sure that the Local Path for the configured applications is correct and resembles the following: SIEBEL_AI_ROOT\applicationcontainer\webapps\siebel
	Anonymous users have incorrect responsibilities.	Make sure that the specified anonymous users are also defined in the Siebel database with the correct responsibilities. Otherwise, end users cannot access the home page.
	The connect string for the Siebel application is incorrect.	Make sure that the connect string for the Siebel application is correct. The value resembles the following example: ConnectString = siebel.TCPIP.none.none://SiebelServerHost:2321/ EnterpriseServerName/ProductNameObjMgr_language
	Siebel Server components or component groups might not be enabled.	Make sure that the necessary Siebel Server components and component groups are enabled.
Your Siebel application stops responding, displays a blank page or page not found, or times out.	Appropriate settings are not available within the application configuration defined in the profile for the Siebel Application Interface.	Make sure that the configuration contains valid anonymous user and port number values. Also make sure that appropriate values were specified for session time-out and guest session timeout. For information about configuring these and other settings, see Creating a Siebel Application Interface Profile.
Inability to access the Siebel Web Client. The browser status bar might display errors such as: SWESubmitOnEnter is undefined Also, the login page might stop responding. Or, the Siebel Web Client login page does not display properly; for example, images might be missing.	The user account running the Siebel Application Interface does not have proper permissions to the `SIEBEL_AI_ROOT\application container\webapps\siebel` directory.	Stop the Siebel Application Interface. Make sure that the permissions meet the requirements described in Requirements for Installing and Configuring the Siebel Application Interface. Restart the Siebel Application Interface, as described in Stopping and Starting the Siebel Application Container.

Verifying the ODBC Data Source

This topic provides information about verifying the ODBC data source for your enterprise database platform. It includes the following information:

Verifying the ODBC Data Source for Oracle Database

Configuring the Siebel Enterprise automatically creates an ODBC system data source name (DSN) that the Siebel Server uses to connect to the Siebel database on the RDBMS.

Make sure that a supported version of the Oracle Database Client has been installed and that the Siebel Server service is started prior to verifying the ODBC data source. This topic applies also to virtual ODBC data sources in a clustered environment.

Caution: In general, do not change the default settings that are created automatically with the ODBC data source. However, if you have upgraded from an Oracle Database that does not use CBO, or if you manually created your ODBC, then you must check your ODBC settings, as shown in the following procedure.

To verify the ODBC data source for Oracle Database (on Windows)

Start the Microsoft ODBC Administrator.
Run the 32-bit version of the Microsoft ODBC Administrator, which is located here: C:\Windows\SysWOW64\odbcad32.exe.

Note: You need the 32-bit version of the Microsoft ODBC Administrator because Siebel CRM uses 32-bit ODBC drivers and database clients only.
On the ODBC Data Source Administrator dialog box, select the System DSN tab.
Review the data source name; its default name is SiebelEnterpriseName_DSN.
In the data source name, SiebelEnterpriseName is the name that you gave the Siebel Enterprise during its configuration.
Record the name of the ODBC data source in Siebel Deployment Planning Worksheet if you have not already done so.
Select the data source SiebelEnterpriseName_DSN, and click Configure.
The ODBC Oracle Driver Setup screen appears.
To test the connection, click Test Connect.
If the connection is valid, then you see a message box confirming the connection.
If the connection could not be made, then see Verifying Network Connectivity for the Siebel Server Computer and Troubleshooting the ODBC Data Source Connection.

In the Windows registry, locate the following registry entry:

[HKEY_LOCAL_MACHINE\SOFTWARE\ODBC\ODBC.INI\SiebelEnterpriseName_DSN]

Verify that the following registry keys are set as shown. These values are required in order for the ODBC driver to behave correctly.
```
PacketSize = 0
EnableScrollableCursors = 0
ColumnsAsChar = 1
ColumnSizeAsCharacter = 1
```

Verifying the ODBC Data Source for IBM DB2

Configuring the Siebel Enterprise automatically creates an ODBC system data source name (DSN) that the Siebel Server uses to connect to the Siebel database on the RDBMS.

Make sure that the appropriate database client has been installed and that the Siebel Server service is started prior to verifying the ODBC data source. This topic applies also to virtual ODBC data sources in a clustered environment.

Caution: Do not change the default settings that are created automatically with the ODBC data source.

Note: For information about verifying the ODBC data source for IBM DB2 for z/OS, see Implementing Siebel Business Applications on DB2 for z/OS.

To verify the ODBC data source for IBM DB2 (on Windows)

Start the Microsoft ODBC Administrator.
Run the 32-bit version of the Microsoft ODBC Administrator, which is located here: C:\Windows\SysWOW64\odbcad32.exe.

Note: You need the 32-bit version of the Microsoft ODBC Administrator because Siebel CRM uses 32-bit ODBC drivers and database clients only.
On the ODBC Data Source Administrator dialog box, select the System DSN tab.
Review the data source name; its default name is SiebelEnterpriseName_DSN.
In the data source name, SiebelEnterpriseName is the name that you gave the Siebel Enterprise during its configuration.
Record the name of the ODBC data source in Siebel Deployment Planning Worksheet if you have not already done so.
Select the data source SiebelEnterpriseName_DSN, and click Configure.
A DB2 Message box appears to let you know your connection status.
If you are not connected, then you are prompted whether you want to connect now to the data source.
Click Yes.
The Connect to DB2 Database screen appears.
Type your user ID and passwords into the applicable fields, and click OK.
If the connection is valid, then you see a message box confirming the connection.
If the connection could not be made, then see Verifying Network Connectivity for the Siebel Server Computer and Troubleshooting the ODBC Data Source Connection.
From the Windows command prompt, navigate to SIEBEL_ROOT\siebsrvr\BIN, and execute the following command:
```
odbcsql /s ODBC_DSN /u database_account_name /p password
```
where:
- ODBC_DSN is the ODBC data source name, in the form SiebelEnterpriseName_DSN. In the data source name, SiebelEnterpriseName is the name of your Siebel Enterprise.
- database_account_name is a valid database account name.
- password is the corresponding database account password.
When you connect, a confirmation message appears.

Verifying the ODBC Data Source for Microsoft SQL Server

Configuring the Siebel Enterprise automatically creates an ODBC system data source name (DSN) that the Siebel Server uses to connect to the Siebel database on the RDBMS.

Make sure that the appropriate database client has been installed and that the Siebel Server service is started prior to verifying the ODBC data source. This topic applies also to virtual ODBC data sources in a clustered environment.

Caution: Do not change the default settings that are created automatically with the ODBC data source.

To verify the ODBC data source for Microsoft SQL Server

Start the Microsoft ODBC Administrator.
Run the 32-bit version of the Microsoft ODBC Administrator, which is located here: C:\Windows\SysWOW64\odbcad32.exe.

Note: You need the 32-bit version of the Microsoft ODBC Administrator because Siebel CRM uses 32-bit ODBC drivers and database clients only.
On the ODBC Data Source Administrator dialog box, select the System DSN tab.
Review the data source name; its default name is SiebelEnterpriseName_DSN.
In the data source name, SiebelEnterpriseName is the name that you gave the Siebel Enterprise during its configuration.
Record the name of the ODBC data source in Siebel Deployment Planning Worksheet if you have not already done so.
Select the data source SiebelEnterpriseName_DSN, and click Configure.
The Microsoft SQL Server DSN Configuration screen appears.
Click Next, and click Client Configuration.
The Edit Network Library Configuration screen appears.
Verify that the port number for the database is correct.
If the port number is incorrect, then edit it, and then click OK.
To edit the port number, you might have to first select and then deselect the check box Dynamically Determine Port.

The Microsoft SQL Server DSN Configuration screen appears.
Select verification with SQL Server using a valid database login ID and password that you enter in the Login ID and Password fields. Then click Next.
The program tests the connection:
- If the connection is valid, then you see a message box confirming the connection.
- If the connection could not be made, then see Verifying Network Connectivity for the Siebel Server Computer and Troubleshooting the ODBC Data Source Connection.

Troubleshooting the ODBC Data Source Connection

This topic describes troubleshooting steps for your ODBC data source connection.

Note: If your database is IBM DB2 for z/OS, then see Implementing Siebel Business Applications on DB2 for z/OS.

This topic has the following information:

Troubleshooting Connection Problems on Oracle Database

Complete the following instructions to troubleshoot Oracle Database connection problems on Windows. See also Configuring Siebel Server Connectivity to the Siebel Database.

To troubleshoot a failed ODBC connection for Oracle Database (on Windows)

Verify that the ODBC driver was correctly installed by reviewing the file structure under SIEBSRVR_ROOT\BIN.
If the files have been correctly copied to the BIN subdirectory, then verify that the Oracle connect string that you entered during the Siebel Enterprise configuration was valid.

Troubleshooting Connection Problems on IBM DB2

Complete the following instructions to troubleshoot IBM DB2 connection problems. See also Configuring Siebel Server Connectivity to the Siebel Database.

To troubleshoot a failed ODBC connection for IBM DB2

Verify that the data source name (SiebelEnterpriseName_DSN) that you entered during the Siebel Server configuration was valid. Also verify that the required IBM DB2 client version is available on the computer and verify that the IBM DB2 catalog step has been completed correctly.

Troubleshooting Connection Problems on Microsoft SQL Server

Complete the following instructions to troubleshoot Microsoft SQL Server connection problems on Windows. See also Configuring Siebel Server Connectivity to the Siebel Database.

To troubleshoot a failed ODBC connection for Microsoft SQL Server

Verify that the data source name (SiebelEnterpriseName_DSN) that you entered during the Siebel Server configuration was valid. Also verify that the SQL Server database is up and running, and validate the ODBC connectivity.

Verifying Installation for the Siebel Database

After installing the Siebel database on the RDBMS using the Siebel Database Configuration Wizard, review the installation log files and the system preferences for the database code page. This topic has the following information:

Reviewing the Installation Log Files for the Siebel Database

Installing Siebel database components on the RDBMS creates several log files within the SIEBEL_ROOT\log subdirectory. You must review the files in this subdirectory for any errors.

For example, log files created might be named upgwiz.log (the most recently created), upgwiz_01.log, upgwiz_02.log, and so.

Note: For information about reviewing log files using the logparse utility, see Siebel Database Upgrade Guide. This utility is located in SIEBSRVR_ROOT\bin.

Some other files generated, by supported RDBMS, are listed as follows.

Oracle Database. For Oracle Database, the following log files are also generated when you create tables, indexes, and seed data:

ddl_ctl.log
dataimp_prim.log
dataimp_prim_lang.log
ddlseq.log
ddlora.log
ddlview.log
ddlview_sia.log
seedssa.log
seedver.log
pkgseq.log
pkgldel.log
seedora.log
pkgvis.log
trgreset.log
ifstrg.log
ifindxstrg.log
set_utc_on.log
month_fn.log

IBM DB2. For IBM DB2, the following log files are also generated when you create tables, indexes, and seed data:

ddl_ctl.log
dataimp_prim.log
dataimp_prim_lang.log
db2ddl.log
siebproc.log
seeddb2.log
seedver.log
seedssa.log
ddlview.log
ddlview_sia.log
grantstat.log
updatestats.log
loadstats.log
set_utc_on.log

Microsoft SQL Server. For Microsoft SQL Server, the following log files are also generated when you create tables, indexes, and seed data:

helpsort.log
ddl_ctl.log
dataimp_prim.log
dataimp_prim_lang.log
pkgseq.log
seedmss.log
ddlms.log
trgreset.log
seedver.log
seedssa.log
ddlview.log
ddlview_sia.log
set_utc_on.log

Verifying System Preferences and Settings for the Database Code Page

After you complete installing Database Configuration Utilities and installing the Siebel database, you must verify system preferences and other settings for the Siebel application that indicate whether you are using Unicode, and indicate the code page that you are using.

For more information about code pages, see Planning RDBMS Installation and Configuration. For Siebel CRM language support, Unicode support, and legacy code page support, see 1513102.1 (Article ID) on My Oracle Support.

The following procedure assumes that you have already installed Siebel Tools.

For information about installing Siebel Tools, see Installing Siebel Tools.
For information about starting Siebel Tools, see Verifying Successful Installation of Siebel Tools.

To verify system preferences and settings for the database code page

Start Siebel Tools and connect to the Siebel database.
Navigate to Screens, System Administration, and then System Preferences.

Look for System Preference Name = Enterprise DB Server Code Page. Verify that the value has been set correctly, based on the value that you selected during the installation of the Siebel database components (see Installing the Siebel Database).

Note: The value of Enterprise DB Server Code Page must be in lowercase, for example, utf-8 or utf-16. An Oracle Database character set might have a different value, although the system preference value must be utf-8. The utf-16 code page is also known as UCS-2, although the system preference value must be utf-16.

Possible values for the system preference are listed in the following table:

Language	Database	Value
All	Oracle Database	utf-8 (for Unicode)
All	IBM DB2, Microsoft SQL Server	utf-16 (for Unicode)
Japanese	Oracle Database, IBM DB2	cp932 (or equivalent)
Western European	All	cp1252 (or equivalent)

Verify that the column UNICD_DATATYPS_FLG in the table S_APP_VER is set correctly. The flag value must be in uppercase.

Possible values for UNICD_DATATYPS_FLG are listed in the following table:

Code Page	Database	Value
Non-Unicode code page	All	N
Unicode	Oracle Database	8
Unicode	IBM DB2	Y
Unicode	Microsoft SQL Server	Y

Troubleshooting Installation for the Siebel Database

These topics provide suggestions for troubleshooting problems that you might encounter when installing and configuring the Siebel database. This topic contains the following information:

Troubleshooting Installation for the Siebel Database

Typically, problems during database installation result from insufficient storage space having been allocated, or from the installer having improper user privileges.

Acceptable Errors for Installation of the Siebel Database

The log files might include errors that are expected and benign. Compare any error messages found in the log files to the sample error messages in the errors.rtf file, which is located in the installation subdirectory for your database, for example, ORACLE or MSSQL. If a log file is not listed in the errors.rtf file, then there are no acceptable error messages for that log file. No further action is required if the log files contain errors listed in the errors.rtf file.

Note: Only one of each type of error occurring in a particular log file appears in the errors.rtf file.

If you find errors that are not listed in the errors.rtf file, then correct the condition that caused the errors, and rerun the Upgrade Wizard. The wizard restarts from the point where it left off.

Do not review only the error numbers because these might have changed following installation of a new driver version. Instead, compare the error descriptions to find out which are acceptable errors for this database.

Caution: Although other errors are rarely encountered, this review is critical. Certain errors, such as a failure to create indexes, might result in performance problems or anomalous behavior in Siebel applications.

You can view a log summary generated using the logparse utility. For more information, see Siebel Database Upgrade Guide.

Troubleshooting Siebel Repository Import for the Siebel Database

Typical problems that can occur at this stage are shown in the following table. These errors might appear in the log files produced by the Siebel Repository import process.

Table Troubleshooting Siebel Repository Import for the Siebel Database

Problem	Cause	Solution
Cannot import a Siebel Repository	Importing a Siebel Repository with the same name as an existing Siebel Repository	Choose a unique name for the new Siebel Repository.
Database runs out of tablespace pages and cannot allocate new data pages	Insufficient tablespace size	Increase the tablespace sizes.
(IBM DB2 only) Errors regarding the settings for DB2 configuration parameters, such as APP_CTL_HEAP_SZ	Values too low	Reset the DB2 configuration parameters to higher values. Guidelines for Siebel CRM suggest using only minimum values.

Verifying Installation for Siebel Tools

After installing Siebel Tools, as a new installation or as a migration installation, review the installation log files, verify the version number of your installed software, and review the Siebel Tools directories and files that now exist under the SIEBEL_TOOLS_ROOT directory that you specified during the installation.

This topic contains the following information:

Reviewing the Installation Log Files for Siebel Tools

After installing Siebel Tools, review the installation log files to verify that all of the components installed successfully, particularly if you experienced any difficulties with the installation. The log files are created in the following directory:

SIEBEL_TOOLS_ROOT\cfgtoollogs\oui

The relevant log files for an installation session are named installActionsdate_time.log file. In the file name, date_time represents the date and time when the file was created; for example, installActions2017-07-02_10-28-04PM.log. For each set of files created, the oldest and largest log file generally represents the Siebel CRM module being installed (such as Siebel Tools).

Verifying the Installation Version Number for Siebel Tools

After installing Siebel Tools, verify the version number of the installed software.

To verify the installation version number for Siebel Tools

Open a DOS window.
Set the value of the ORACLE_HOME environment variable to correspond to your installation location, such as C:\Siebel\Tools. For example, you might enter a command like this:
```
set ORACLE_HOME=C:\Siebel\Tools
```
Navigate to the opatch directory within your installation. For example, you might enter a command like this:
```
cd C:\Siebel\Tools\opatch
```
Enter the following command:
```
opatch lsinventory
```
Installed components within the specified Oracle home are displayed, with the version number as managed by the Oracle Universal Installer software. For example, the version number of an installation of Siebel CRM 17.0 is shown as 17.0.

Reviewing the Installation Directories for Siebel Tools

The following minimum directories are created for a Siebel Tools installation. These directories, the files and subdirectories they contain, and various other files are created in the directory that you specified during the installation, such as C:\Siebel\Tools. Use Windows Explorer to verify the directory structure on your computer. In the list, lang represents each language that you have installed, such as ENU for U.S. English.

SIEBEL_TOOLS_ROOT. The directory for the Siebel Tools installation, such as C:\Siebel\Tools (or a similar location). This installation directory contains the subdirectories identified here. You can change the name during the installation process. For more information, see Requirements for Installing Siebel Tools.

bin	All binary files (.exe, .dll, .cfg, .dsn, .enu, .bat), configuration files, and user preference files.
	lang	Language-specific DLL files.
	dll	Siebel Tools program library files.
	bin	Siebel Tools binary files.
	exe	Siebel Tools executable files.
cfgtoollogs	Contains installation log files.
classes	Java code files.
	examples
	examples\src
	examples\src\com
	examples\src\com\siebel
	examples\src\com\extra
	examples\src\com\integration
	examples\src\com\integration\mq	Examples of Java code files.
	examples\src\com\integration\servlet	Examples of Java code files.
help	Siebel Tools help files.
	lang	Help files for the language that you installed.
locale	Text files for installed languages containing version information.
log	Log files from Siebel Tools operations.
msgtempl	Message files.
opatch	Files used by the `opatch` utility.
public	Contains the default HTML file (default.htm) and also subdirectories such as `files`, `fonts`, `htmltemplates`, `images`, and `scripts`. CSS files are located in the `files` directory, for example.
reppatch	Location of the XML files used by the maintenance update wizard. All log files generated by this wizard are also created under `reppatch\log`.
scripts	Location of Java scripts.
sqltempl	SQL statement fragments used by certain Siebel Tools operations.
temp	Temporary working area.
upgrade	Not used for Siebel Tools.

Verifying Successful Installation of Siebel Tools

After installing Siebel Tools, verify that installation was successful by starting Siebel Tools and connecting to the Siebel database.

To verify that the Siebel Tools installation completed successfully

Start Siebel Tools and log in to the Siebel database.

Verifying Directory Permissions for Siebel Tools

After installing Siebel Tools, verify that the Siebel Tools user has sufficient permissions to read and write data to the Siebel Tools installation directory.

To verify directory permissions for Siebel Tools

Select the Siebel Tools root directory and right-click on it.
Choose Properties and go to the Sharing tab.
Make sure that the Siebel Tools user has read and write access.

In addition, in user account properties, the Siebel Tools user must not be defined as a restricted user in the group membership section.

Verifying the ODBC Data Sources for Siebel Tools

The Siebel Tools installer creates the ODBC data sources described in the following table. By default, these are created as system data sources, which are visible to all of the user accounts on the computer where Siebel Tools is installed.

Table Siebel Tools ODBC Data Sources

Data Source	Use
SSD default instance	Connects to the Microsoft SQL Server database or the Oracle Database.
SSD	Connects to the IBM DB2 database.

For Oracle Database, verify that the following registry keys are set as shown. These values are required in order for the ODBC driver to behave correctly.

PacketSize = 0
EnableScrollableCursors = 0
ColumnsAsChar = 1
ColumnSizeAsCharacter = 1

For more information about how to run the Microsoft ODBC Administrator to verify ODBC data sources, see Verifying the ODBC Data Source. See also Requirements for Installing Siebel Tools.

Verifying Installation for the Siebel Web Client

After installing the Siebel Web Client software as a new installation or as a migration installation, review the installation log files, verify the version number of your installed software, and review the Siebel Web Client directories and files that now exist under the SIEBEL_CLIENT_ROOT directory that you specified during the installation.

This topic contains the following information:

Reviewing the Installation Log Files for the Siebel Web Client

After installing the Siebel Web Client software, review installation log files to verify that all of the components installed successfully, particularly if you experienced any difficulties with the installation. The log files are created in the following directory:

SIEBEL_CLIENT_ROOT\cfgtoollogs\oui

The relevant log files for an installation session are named installActionsdate_time.log file. In the file name, date_time represents the date and time when the file was created; for example, installActions2017-07-02_10-28-04PM.log. For each set of files created, the oldest and largest log file generally represents the Siebel CRM module being installed, such as Siebel Web Client.

This topic applies to the Siebel Web Client installation, optionally with the local database or sample database.

Verifying the Installation Version Number for the Siebel Web Client

After installing the Siebel Web Client software, verify the version number of the installed Siebel Web Client software.

This topic applies to the Siebel Web Client installation, optionally with the local database or sample database.

To verify the installation version number for the Siebel Web Client

Open a DOS window.
Set the value of the ORACLE_HOME environment variable to correspond to your installation location, such as C:\Siebel\Client. For example, you might enter a command like this:
```
set ORACLE_HOME=C:\Siebel\Client
```
Navigate to the opatch directory within your installation. For example, you might enter a command like this:
```
cd C:\Siebel\Client\opatch
```
Enter the following command:
```
opatch lsinventory
```
Installed components within the specified Oracle home are displayed, with the version number as managed by the Oracle Universal Installer software. For example, the version number of an installation of Siebel CRM 17.0 is shown as 17.0.

Reviewing the Installation Directories for the Siebel Web Client

The following minimum directories are created for a Siebel Web Client installation. These directories, the files and subdirectories they contain, and various other files are created in the directory that you specified during the installation, such as C:\Siebel\Client. Use Windows Explorer to verify the directory structure on your computer.

SIEBEL_CLIENT_ROOT. The directory for the Siebel Web Client installation, such as C:\Siebel\Client (or a similar location). This installation directory contains the subdirectories identified here. You can change the name during the installation process. For more information, see Requirements for Installing Siebel Web Clients.

bin. Contains all of the binary files (*.exe, *.dll, and so on), configuration files (*.cfg), user preference files, and language-specific files.

cfgtoollogs. Contains installation log files.

fonts. Contains font files.

lex. Contains dictionary files used by the spelling checker.

local. Where the local database is stored.

locale. Stores language-specific files.

log. Stores the log files from Siebel Web Client operations, such as synchronization.

msgtempl. Stores message files used by the Siebel Web Client.

opatch. Contains files used by the opatch utility.

oraclese. The installation path for Oracle Database SE2. This directory is created if you have installed that module for the local database, as described in Installing and Using Oracle Database SE2 for the Local Database.

public. Contains the default HTML file (default.htm) and also subdirectories such as files, fonts, htmltemplates, images, and scripts. CSS files are located in the files directory, for example.

sqltempl. Contains SQL scripts. Do not modify these files.

temp. Contains working report files.

upgrade. Contains Siebel Anywhere upgrade files that have been retrieved by the user.

Verifying ODBC Data Sources for the Siebel Developer Web Client

Verification of ODBC data sources for the Siebel Developer Web Client is similar to that for Siebel Tools. For information, see Verifying the ODBC Data Sources for Siebel Tools.

Verifying Installation for Oracle Database SE2

Oracle Database SE2 is installed with Siebel Mobile Web Client. You can verify the existence of or the successful installation of Oracle Database SE2 in multiple ways. This topic includes the following information:

Verifying Installation of Oracle Database SE2

Use the following methods to verify the installation of Oracle Database SE2 for Siebel Mobile Web Client. Also perform the other verification steps in this topic. See also the documentation for Oracle Database Standard Edition 2 (Oracle Database SE2) on Oracle Help Center.

To verify installation of Oracle Database SE2

Do any or all of the following:
- Open SERVICES.MSC and check for OracleServiceSE.
- Open Programs and Features and check for Oracle Database SE2 under installed programs.
- Check for the presence of the oraclese directory in the Siebel Mobile Web Client installation.
- Open the install.log file, which is available under the %temp% folder. Make sure that [ResultCode] is set to zero.
- Run the command below to find the entry for Oracle Database SE2 in the registry:
```
reg query HKLM\SOFTWARE\ORACLE\KEY_SE /v ORACLE_BASE
```
- Start Siebel Mobile Web Client and connect to the LOCAL_SE data source.

Note: Connecting to LOCAL_SE for the first time initializes the local database. Users must attempt this only after a local database has been extracted for them by the system administrator.

Verifying the ODBC Data Source for Oracle Database SE2

Installing Oracle Database SE2 with Siebel Mobile Web Client automatically creates an ODBC system data source name (DSN) that Siebel Mobile Web Client uses to connect to an Oracle Database SE2 installation. The ODBC data source is LOCAL_SE for a Siebel Mobile Web Client installation, with the local database using Oracle Database SE2.

To verify the ODBC data source for Oracle Database SE2

Open ODBCAD32.exe, which is available in the C:\Windows\SysWOW64 directory.
Check that one of the following ODBC data sources has been added under the System DSN tab, corresponding to your installation: LOCAL_SE.
Make sure that the DSN connects.

Verifying the TNSNAMES.ORA Entry for Oracle Database SE2

Use the following procedure to verify the TNSNAMES.ORA entry for Oracle Database SE2.

To verify the TNSNAMES.ORA entry for Oracle Database SE2

Open TNSNAMES.ORA, which is available under Oracle_DB_Client\network\admin.
Verify that a new entry of LOCAL_SE has been added.

Verifying Network Connectivity for the Siebel Server Computer

The Siebel Server must have network access to other Siebel CRM modules, such as the Siebel Gateway, the Siebel Application Interface, the Siebel database on the RDBMS, and the Siebel File System. Use the following procedure to verify that the Siebel Server computer can access other Siebel CRM modules.

Note: For information about verifying network connectivity for IBM DB2 for z/OS, see Implementing Siebel Business Applications on DB2 for z/OS.

To verify network connectivity for the Siebel Server computer

Verify network connectivity to the Siebel Gateway, the Siebel Application Interface, and the Siebel database from the Siebel Server computer, using the test utility for your network type.
For TCP/IP networks, use the ping utility to verify network connectivity. Or test the connection through Control Panel, Administrative Tools, Data Sources (ODBC), and then System DSN.
For Oracle Database, verify connectivity to the Siebel database, then go to Step 5.
Use the tnsping utility and Oracle Database connectivity alias, as appropriate to your database, from a command prompt window to make sure that you can connect to the database using the network connect string that you defined.
For IBM DB2, verify connectivity to the Siebel database, as follows:
1. Open a DB2 Command Window to make sure that you can connect to your database.
  
  Caution: Use the DB2 Command Window, not the DB2 command line processor, to enter these commands, because the DB2 command line processor window uses different syntax. The commands in this procedure work only if you issue them in a DB2 Command Window.
2. Choose Start, All Programs, IBM DB2, Command Line Tools, and then Command Window. Enter:
```
db2 connect to database_alias user user_ID using password
```
  where:
  - database_alias is your database alias
  - user_ID is a valid user name on DB2
  - password is the password for that user_ID
  If your connection is valid, then you see a message that looks like the following:
```
Database Connection Information

Database Server = DB2/NT x.x.x
SQL authorization ID = SADMIN
Database alias = DB_Alias
```
3. If your connection is not valid, then verify your configuration.
4. To close the connection, type db2 terminate. You can also use the DB2 Command Center GUI tool to terminate the connection.
For Microsoft SQL Server, verify connectivity to the Siebel database, then go to the next step.
Navigate to Control Panel, Administrative Tools, and then Data Sources (ODBC). Under System DSN, select the data source, and click Configure. This wizard provides a button for testing the connection.
Provide network connections from the Siebel Server to all of the applicable Siebel File System directories.
Do not use a mapped network drive as this network connection. Instead, use a UNC share. The sharename syntax must be in this form: \\Siebel_Server_Name\Sharename.
For more information, see Creating the Siebel File System.
Verify that the Siebel File System directories are visible and that the Siebel service owner account has the necessary permissions on these directories.
If you are clustering the Siebel File System, then use the Network IP resource or Network Hostname Resource assigned to that cluster file share.

Verifying Network Connectivity for Mobile Users

Siebel Mobile Web Client users must be able to connect to the Siebel Remote Server, using TCP/IP, to synchronize with the master Siebel database. Make sure that you have the correct network software and hardware installed to support this connectivity and that your remote users are able to establish a TCP/IP connection to the server. To check connectivity, use the ping utility.

Related Books

Siebel Remote and Replication Manager Administration Guide

Configuring the Siebel Mobile Web Client When Neither Siebel VB nor Siebel eScript Is Licensed

By default, the Siebel Mobile Web Client has Siebel VB or Siebel eScript enabled. The parameter EnableScripting is set to True in the application configuration files. If this parameter is True, but neither Siebel VB nor Siebel eScript is licensed, then the Siebel Mobile Web Client does not start. An error message is returned, indicating that you must turn off Siebel VB or Siebel eScript before running the Siebel Mobile Web Client.

To configure the Siebel Mobile Web Client when neither Siebel VB nor Siebel eScript is licensed

Set EnableScripting to FALSE in the configuration file used by your Siebel Mobile Web Client, such as uagent.cfg for Siebel Call Center. This configuration file is located in the directory SIEBEL_CLIENT_ROOT\bin\LANGUAGE.
where:
- SIEBEL_CLIENT_ROOT is the directory where you installed the Siebel Mobile Web Client.
- LANGUAGE is the three-letter code for the language in which you are running the Siebel Mobile Web Client.