1. System Administration Guide
  2. Troubleshooting and Debugging

Troubleshooting and Debugging

This topic describes various error messages, their potential reasons and troubleshooting tips to solve them.

Issues Observed Reasons Troubleshooting Tips

Errors seen in EventLogger during 2-step:

“com.siebel.swsm.eventhandler.AIKafkaConsumer:
callUtilFunction OM not found”
“com.siebel.swsm.eventhandler.
AIKafkaConsumer:handleNonSiebelConsumerRecord 
Failed to call executeEvent function 
com.siebel.swsm.eventhandler.AIKafkaConsumer:lambda$run$0 Failure handling Kafka 
consumer record”

No OM alias for topic configured for 2-step in aieventconfig.txt file.

Add/update entry for OM alias in aieventconfig.txt for the topic configured for 2-step.

Event messages don’t arrive in correct Kafka topic.

Mismatches between topic entries in aieventconfig.txt and eventpayloadconfig.txt

EventLogger log file will show entry of event messages arriving in one topic but not in the other. Also, consumption of data into consumers will not show in EventLogger.

Check for possible mismatches between topic entries in aieventconfig.txt and eventpayloadconfig.txt

Event messages don’t arrive in Kafka and the following logs in EventLogger at start up: 

“com.siebel.swsm.eventhandler.AIKafkaConsumer:handleNonSiebelConsumerRecord 
Failed to call executeEvent function com.siebel.swsm.eventhandler.AIKafkaConsumer:lambda$run$0
Failure handling Kafka consumer record”

or

"Password field is empty. Please update the value in aieventconfig.txt"

Wrong password for default OM alias in aieventconfig.txt

Add/update password for default OM alias in aieventconfig.txt

Final event message not seen/received in Kafka topic.

  • Topic is not configured in aieventconfig.txt for 1- Step.

  • Topic mentioned in Event Subscription screen not configured in aieventconfig.txt for 2-Step.

Increase log level to INFO and restart sidecar AI. During start-up of AI sidecar, you may see logs like: “Topic received from OM not subscribed to: <topic name>” in INFO mode. Update aieventconfig.txt file with missing details

Following errors in the appropriate Siebel Object Manager log:

TLS handshake to SAI failed <hostname>:<port>”

or

"Connection refused”

Incorrect AI sidecar information is configured in aiconnection.txt for Siebel server.

Enter/update appropriate sidecar info in aiconnection.txt

On Linux, environment the variables are not seen coming into effect though set in .cshrc file.

Following logs can be found:

  • In EventLogger file:

    [INFO ] <timestamp> [Thread-3] EventLogger - 
com.siebel.swsm.eventhandler.AIServer:extractSubscriberData Total number of events 
subscribed to, received from OM: 0
    [INFO ] <timestamp> [Thread-3] EventLogger - 
com.siebel.swsm.eventhandler.AIServer:extractSubscriberData No topic received from OM

  • In Object Manager component log:

    GenericLog GenericInfo 3 0000008363b6ec5c:0 <date> <time> 
CSSEAIEventHandler::DoInvokeMethod SIEBEL_EVENT_PUBSUB is not set

Login script not executed

Execute shell login script (for example, run source .cshrc).

Error in the EventLoggerfile:

[ERROR] EventLogger - 
com.siebel.swsm.connmgr.EventSessionStore:getSession 
You have exceeded the total number of event pools 
configured: 3 Please check event pool size in 
aieventconfig.txt file for topic: <topic_name>

Session pool size is the maximum number of JDB sessions that can be created concurrently while consuming an event on that topic.

This error means that the creation of a new JDB session failed as the number of sessions that can be created for the topic is exhausted; that is, the number of active sessions for the topic is equal to the value configured in the SessionPoolSize parameter for the topic.

Increase the SessionPoolSize for that topic in aieventconfig.txt

Error Message in EventLogger and Debugging Tips

The following table entails error messages that may appear in EventLogger file logging errors reported by AI sidecars.

Error Message in EventLogger Details and Debugging Tips

Error while getting data that Kafka producer sent.

Sidecar AI received the request from the OM but encountered an error while parsing it.

Please check entries in the eventpayloadconfig.txt file. Increase logging level if needed and then check for the following log in EventLogger: "Data received" or "Sending data to Kafka broker from the producer queue". This should print the data received in the request.

Exception during Kafka write

Check the exception message present along with this error message. As a starting point, please check if the Kafka broker is up and running.

Kafka consumer read error

Kafka consumer received the data from the broker but encountered an error while reading it. The error message will also report the exception raised.

Failure handling Kafka consumer record

Kafka consumer received the data from the broker but encountered an error while reading it.

Failed to handle consumer record

Kafka consumer received the data from the broker but encountered an error while reading it. The error message will also have the exception seen.

Failed to execute event function/Kafka event execute failed/Failed to call execute event function

Kafka consumer in AI sidecar received data from Kafka broker but encountered an error while passing the request to the Siebel server. The error message may also list the exception encountered. Please check the appropriate Object Manager logs if required.

No Siebel comp found. Invalid AI config file

In aieventconfig.txt file, check if correct Siebel components (For example, SCCObjMgr_enu or EAIObjMgr_enu) are present for all topics.

Failure handling Kafka consumer record

Kafka consumer received the data from the broker but encountered an error while reading it.

Failed to handle consumer record

Kafka consumer received the data from the broker but encountered an error while reading it. The error message will also have the exception seen.

Failed to execute event function/Kafka event execute failed/Failed to call execute event function

Kafka consumer in AI sidecar received data from Kafka broker but encountered an error while passing the request to the Siebel server. The error message may also list the exception encountered. Please check the appropriate Object Manager logs if required.

No Siebel comp found. Invalid AI config file

In aieventconfig.txt file, check if correct Siebel components (For example, SCCObjMgr_enu or EAIObjMgr_enu) are present for all topics.

Exception while decrypting Kafka password

In the applicationinterface.properties file, you have to use the encrypted password. If needed, please regenerate the Kafka password once more using EncryptString.jar library and try again.

Additionally, check the Java versions being used.

Check the exception that is printed along with this error message.

Error in reading AI event config data from file

An IO Exception occurred while reading the aieventconfig.txt file. Please check the file including its R/W access and other settings.

Check the exception that is printed along with this error message.

Exception while reading event topic

Please see the exception printed along with this error message. In general, check the "Topic" section in the aieventconfig.txt file.

Siebel component is empty. Invalid AI config file

In aieventconfig.txt file, Siebel component has missing fields which need to be updated. For example, the alias or the user/password may be missing.

Environment variable SIEBEL_EVENT_PUBSUB_PAYLOAD_STRUCT is not set. Defaulting to 1 (old payload)

INFO category error, notifying that the environment variable SIEBEL_EVENT_PUBSUB_PAYLOAD_STRUCT is not set.

Environment variable SIEBEL_EVENT_PUBSUB_PAYLOAD_STRUCT is Empty. Defaulting to 1 (old payload)

INFO category error, notifying that the environment variable SIEBEL_EVENT_PUBSUB_PAYLOAD_STRUCT is set to an empty string.

Invalid value $$ for Environment variable SIEBEL_EVENT_PUBSUB_PAYLOAD_STRUCT. Defaulting to 1 (old payload)

 INFO category error, notifying that the environment variable SIEBEL_EVENT_PUBSUB_PAYLOAD_STRUCT is set to an invalid value other than the valid values of 1 or 2.

SIEBEL_EVENT_PUBSUB_PAYLOAD_STRUCT is set to 2

INFO category error, notifying that the environment variable SIEBEL_EVENT_PUBSUB_PAYLOAD_STRUCT is set to 2.

SIEBEL_EVENT_PUBSUB_PAYLOAD_STRUCT is set to 1

INFO category error, notifying that the environment variable SIEBEL_EVENT_PUBSUB_PAYLOAD_STRUCT is set to 1.