Troubleshooting a Problem Where the User Cannot View Records Locally

There are several reasons why a user might not be able to view a record when connected to the local database.

To troubleshoot a problem where the user cannot view records locally

1. Log in to the Siebel Server with administrator privileges.

   For more information, see Logging in to the Siebel Database as an Administrator.

2. Examine the routing model:

   1. Navigate to the Administration - Siebel Remote screen, and then the Mobile Clients view.

   2. Make sure the remote client uses the correct routing model.

   3. Make sure the Receiving Transactions check box contains a check mark.

      If the routing model is set correctly but Receiving Transactions does not contain a check mark, then search the DbXtract log file for errors. It is an indication that the Siebel database extraction did not finish successfully. For more information, see Naming Conventions for Log Files.

3. Examine the system preferences:

   1. Navigate to the Administration - Application screen, and then the System Preferences view.

   2. Verify that the following parameter is set to True:

      Enable Transaction Logging

      If this parameter is set to False, then set it to True, and then reextract the remote clients.

4. Examine the Transaction Processor and Transaction Router server components:

   1. Make sure the Transaction Processor and Transaction Router are running.

   2. Examine the log files of the Transaction Processor and Transaction Router for errors.

      For more information, see Naming Conventions for Log Files.

5. For limited visibility records, make sure that the record in question is visible in one of the My views when the user is connected directly to the Siebel Server.

   The My Opportunities view is an example of a My view. If a dock object is associated with an organization, opportunity, contact, or service request, and if the records are available through drilldown from a My view, then Siebel Remote routes these records to the user. To find a list of limited objects or objects that are visible in the Siebel Enterprise, you can use Siebel Tools to query the repository. For more information, see About the Siebel Enterprise and the Siebel Enterprise Server.

6. To determine if the user possesses visibility to the records, use the Visutl utility and then review the log file that the Visutl utility creates.

   For more information, see Using the Visutl Utility to Determine Visibility for a User.

7. Do one of the following:

   • If the Visutl utility reports that the record is not visible, then the record does not reside on the local database. This situation might be a result of how you configured visibility rules. For more information, see Examining Visibility Rules of the Dock Object.

   • If the Visutl utility reports that the record is visible, then see Troubleshooting a Situation Where the Visutl Utility Reports That the Record Is Visible.