This guide also applies to on-premise implementations


This chapter contains the following:

Troubleshooting Issues: Procedure

When you run into issues that you can't easily fix yourself, you can follow a general process to troubleshoot the issue. This process can involve error messages, diagnostic tests, recordings of the issue, and your help desk.

General Process

Follow these steps:

  1. If you get an error message, especially for a system or application error, the message might say that your help desk was notified. If so, then an incident is automatically created and sent to your help desk.

    Or, the message might advise you to contact the help desk yourself. Either way, note down the message ID that appears after the message text, and the incident ID (if any).

  2. Run diagnostic tests if you have access to do so and can find tests relevant to your issue. Click your user name in the global area and select Run Diagnostic Tests under Troubleshooting.

    If you can't run diagnostic tests, or can't resolve the issue after looking at test results, then go to the next step.

  3. Contact your help desk and provide the IDs you noted in step 1, any diagnostic test results, and anything else related to your issue.

  4. If your help desk asks you to reproduce and record your issue, then click your user name in the global area and select Record Issue under Troubleshooting.

  5. After you finish recording, note down all the information about your recording (for example the recording ID) and send it to your help desk.

  6. Continue working with your help desk to resolve your issue.

Diagnostic Tests

Diagnostic Tests: Highlights

Use diagnostic tests to identify and resolve issues. To open the Diagnostic dashboard, click your user name in the global area and go to Troubleshooting - Run Diagnostic Tests. If you don't see this menu item, then your help desk can make it available to you.

The Oracle Fusion Applications Administrator's Guide fully describes using and managing diagnostic tests. As you read content from that guide, you can ignore discussions about the command line interface because selecting Run Diagnostic Tests doesn't take you there.


To get a list of predefined diagnostic tests, as well as some information about each test, see assets with the Diagnostic Test Framework type in Oracle Enterprise Repository for Oracle Fusion Applications (

Finding and Running Diagnostic Tests

Reviewing Diagnostic Tests

After you run a diagnostic test, you can perform other tasks for the tests you submitted. Your roles determine if you can perform any of these tasks on diagnostic tests that others submitted.

Diagnostic Tests: Examples

When you encounter an issue, you can try to diagnose it yourself by running diagnostic tests, before following up with your help desk. You can also use diagnostic tests to take preventive measures and identify potential issues before running into real problems.


You can run diagnostic tests only if you have roles that let you do so.

Health Check

This example shows running a diagnostic test to verify that data is correct before starting a large-volume task.

  1. You are a general ledger manager, and you periodically run diagnostic tests to check on data, setup, and configurations, especially before closing the period.

  2. You open the Diagnostic dashboard and run the General Ledger Misclassified Accounts Validations test, to make sure that all accounts are correctly classified.

  3. You review the test results and confirm that the accounts are ready for the period close process.


This example shows running a diagnostic test to start the troubleshooting process.

  1. You are a general ledger manager, and you run into issues with the period close process.

  2. You open the Diagnostic dashboard and search for diagnostic tests using tags, with Financial Control and Reporting as the tag name.

  3. You browse the search results for tests with Close Ledgers as the tag value.

  4. You find and run the appropriate test, General Ledger Closing Validations.

  5. The diagnostic test results can show issues that you can't fix yourself: validation errors in setup, configuration, or data integrity. In this case, it's incomplete accounting setup.

  6. You notify your help desk about the diagnostic test results and describe your issue.


    If the test results had shown issues that you can't fix yourself, but didn't have validation errors, then you would ask your help desk to create an incident. The help desk would take over in the troubleshooting process.

  7. Your help desk performs a fix and asks you to rerun the test.

  8. You repeat steps 4 through 7 until the test completes with no issues identified.

Data Analysis

This example shows running a diagnostic test to collect data for analysis.

  1. You are a purchasing buyer, and you notice unexpected data in a specific purchasing document.

  2. You search in Applications Help for information related to purchasing documents, to see if you can find any relevant troubleshooting information. You find a list of predefined diagnostic tests, and you check if there's a relevant diagnostic test.

  3. You open the Diagnostic dashboard and run the appropriate test, Manage Purchasing Documents Lifecycle - Validate.

  4. You review the test results, which give you all the details about the particular purchasing document.

  5. You see the reason for the unexpected data and resolve the issue yourself.

Application User Session Run Time Diagnostic Test

Use the Application User Session Run Time diagnostic test to analyze a user's session. A session starts when users signs in and ends when they sign out.

Run this test from the Diagnostic dashboard. Click your user name in the global area and go to Troubleshooting - Run Diagnostic Tests.

Application User Session Cookie

Enter the cookie to identify the user session that you want to analyze.

To get the session cookie value:

  1. Run the Application User Session Configuration diagnostic test to make sure that the ApplSession configuration values for your application are correct.

  2. Use a valid user name and password to sign in.

  3. Display the list of cookies in your browser, according to instructions for the browser.

  4. In the cookies listed for your domain site, select the cookie named ORA_FND_SESSION_<DATABASE_SID>.

    • Your domain site is the host in the URL, for example in the URL

    • <DATABASE_SID> is your database session ID.

  5. See the Content field, which has the format pillar_name:session_cookie_value:timestamp. For the Application User Session Cookie parameter, enter the session_cookie_value part, which appears between two colons.

If you can't locate the cookie in step 4, then no application user session has been created for your application.

Recording Issues to Troubleshoot: Procedure

To help your help desk troubleshoot issues that you encounter in the application, you can record the issue while you reproduce it. Not only would the recording show your help desk what happened, but it also collects detailed data that your help desk can analyze. You can also attach additional notes and material, such as screenshots, to most recordings.

Creating a Recording

Follow these steps:

  1. Open the page where your issue occurred. If the issue is that a page isn't opening or displaying properly, then you can be on any page to start the recording before you try to open the problematic page again.

  2. Click your user name in the global area and go to Troubleshooting - Record Issue.


    If you don't see this menu item, then contact your help desk or security administrator.

  3. For most issues, choose to collect page diagnostics while you're recording. Collect performance statistics only if the issue is that the application is working too slowly.

  4. Open the Advanced Options section (if you're given access) and set the recording time according to your help desk or for as long as you think it would take to reproduce your issue. You can always stop the recording as soon as you're done.

    If you're collecting page diagnostics, you can take screenshots while you record and attach them to your recording later. So take into account the time that it takes to capture screenshots.

  5. If your help desk asks you to enter other advanced options, then fill out the rest of the section based on what your help desk tells you.

  6. Click Start Recording to record on the current page, or on the next page that you open immediately after you click the button.

    If you open yet another page after that, then the recording will automatically stop.

  7. Click Stop Recording or record until the allotted time runs out.

  8. If you're collecting page diagnostics, optionally add notes and attach screenshots or other relevant files to the recording.

  9. Note down your recording ID, and click Submit.


    You can later open the Record Issue dialog box again and click View My Recordings to find the ID and other information about this recording.

FAQs for Troubleshooting

What's an incident?

An incident is a collection of diagnostic information for a critical application error. This information shows the state of the application at the time the problem occurred.

If you get an error message for an issue severe enough to prevent you from continuing your work, then an incident is automatically created and forwarded to your help desk. Any diagnostic tests associated with the error message would also run automatically, with the results added to the incident. Your help desk can also manually create incidents.

How can I find information about specific issue recordings?

After you record an issue, you get a confirmation with the recording ID and other information to identify your recording. To find this same information later:

  1. Click your user name in the global area and go to Troubleshooting - Record Issue.

  2. Click the View My Recordings button.

What's the difference between the recording ID and the recording number?

The recording ID is the unique identifier for your recording of an issue. Use the ID to find your recording later, for example from a list of recordings.

The recording is stored on a server, and the recording number identifies it on the server. To get the actual recording files from the server, your help desk needs the recording number and server information.

How can I view the version information of an application?

In the global area, click your user name and from the Settings and Actions menu, select About This Page.


The basic details about the application are visible by default. However, you must have appropriate roles to view the version and release information and any other important information about the application.