Troubleshooting

These are some suggestions to decide if the Coherence cache is operating as expected with Siebel CRM.

Situation	Advice
Find out if the Siebel server is connected to the Coherence cache	In the application log file for the application object manager, you'll see the following message that indicates success connecting to the remote Coherence cache. `GenericLog GenericError Connected to Coherence Cache with <cachename> name`
Find out if the connection from an object manager to the cache failed.	In the application log file for the object manager in question you'll see entries like this: `UCacheLog UCacheErrorLog [UCACHE] Error encountered in creating the cache 'siebelcache'- Could not establish a connection with the server. Possible cause - Server is not running or POF is not configured at the server side or trying to connect to different port` `GenericLog GenericError Coherence Cache does not exist with <cachename> name`
Find out if the cache became unreachable after successfully connecting.	If the cache goes down after the Siebel server has successfully connected to it, you'll see entries in the application log file like this: `UCacheLog UCacheErrorLog [UCACHE] Error encountered in inserting key 'ProfAttrState1:0-1'- Could not connect to the server. Please contact Siebel Administrator for troubleshooting.`

Situation

Advice

Find out if the Siebel server is connected to the Coherence cache

In the application log file for the application object manager, you'll see the following message that indicates success connecting to the remote Coherence cache.

GenericLog GenericError Connected to Coherence Cache with <cachename> name

Find out if the connection from an object manager to the cache failed.

In the application log file for the object manager in question you'll see entries like this:

UCacheLog UCacheErrorLog [UCACHE] Error encountered in creating the cache 'siebelcache'- Could not establish a connection with the server. Possible cause - Server is not running or POF is not configured at the server side or trying to connect to different port

GenericLog GenericError Coherence Cache does not exist with <cachename> name

Find out if the cache became unreachable after successfully connecting.

If the cache goes down after the Siebel server has successfully connected to it, you'll see entries in the application log file like this:

UCacheLog UCacheErrorLog [UCACHE] Error encountered in inserting key 'ProfAttrState1:0-1'- Could not connect to the server. Please contact Siebel Administrator for troubleshooting.

For troubleshooting any issues that occur during Enterprise Cache Client profile Submission or Deployment, increase the log level in the Enterprise Cache Client Profile and retry. The CacheClient log captures most of the Enterprise Cache Client–related traces.

The CacheClient log records Enterprise Cache Client activities such as successful generation of the Cache Client configuration file (coherence-extend-config.xml), SSH key generation, key exchange with the Coherence server, and SSH tunneling details. Since tunneling is established between the Siebel and Coherence servers, a few events are also logged on the Coherence Server side. Therefore, review both the CacheClient logs on the Siebel machines and the CacheServer logs on the Coherence server machines for end-to-end analysis.

When a custom SSH server port is configured, the sshd_config file is updated with the custom port and the OpenSSH service is restarted. These steps are automatically performed during the Enterprise Cache Client profile deployment on the Coherence server machine on Windows . Therefore, these activities are recorded in the CacheServer log file.

Once the SSH tunnel is established, it runs independently, and we no longer have control over the process and its logs. The only way to verify that the tunnel is functioning properly is to check the Application UI under Help > Technical Support > Cache Status. If the status shows Connected, the tunnel is healthy.

If the tunnel goes down for any reason, Siebel will not be able to connect to the Coherence Server. In this case, the Application UI under Help > Technical Support > Cache Status will display Not Connected, and below similar errors will appear in the logs. This typically indicates that either the SSH tunnel is not functioning, or the Coherence cluster is down.

Errors in the AOM log when the tunnel or Coherence cluster is down:

UCacheLog UCacheErrorLog 1 00000002683d20e8:0 2025-06-01 22:40:06 7884: [UCACHE] 
Error encountered in fetching key '|Runtime Metadata Version Info|System Activity Object|0' - 
Key does not exist.

When encountering this issue, first check the tunnel status on each Siebel Server in the enterprise. If tunnels are down, click the Recreate Tunnel button in the already deployed Enterprise Cache Client Profile in the SMC to re-establish the connection. If the tunnels are healthy but the Cache Status still shows Not Connected, then verify the Coherence cluster status in SMC > Enterprise Cache tab.

For more detailed logs, update the log4j2-siebel.properties file located at ses\applicationcontainer_internal\webapps\siebel\WEB-INF by changing logger.CacheClient.level = ERROR to TRACE.

After making this change, restart the Application Internal service, and retry the operation. Detailed logs will be available in the configagent and cloudgateway files under \ses\applicationcontainer_internal\logs.