12Troubleshoot

This chapter contains the following:

Troubleshoot Issues

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.

To troubleshoot issues, 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 image or name in the global header to open the Settings and Actions menu, and select Run Diagnostic Tests.

    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 image or name in the global header to open the Settings and Actions menu, and select Record Issue.

  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

Run Diagnostic Tests

Use the Diagnostic Dashboard to identify and resolve issues within your application. You can run and monitor diagnostic tests and review the test results using the Diagnostic Dashboard.

To run a diagnostic test, ensure that your user account is associated with one of the following job roles:

  • Application Diagnostics Regular User (ORA_FND_DIAG_REGULAR_USER_JOB)

  • Application Diagnostics Advanced User (ORA_FND_DIAG_ADVANCED_USER_JOB)

  • Application Diagnostics Administrator (ORA_FND_DIAG_ADMINISTRATOR_JOB)

To run a diagnostic test, do the following:

  1. Click your user image or name in the global header, and from the Settings and Actions menu, select Run Diagnostic Tests. If you don't see this menu item, then your help desk can make it available to you.

  2. In the Search for Tests or Search for Tags panes, search for and identify the diagnostic tests that you want to run.

  3. From the search results, select the check box for the diagnostic test and click Add to Run. The selected test is added to the Choose Tests to Run and Supply Inputs table.

  4. In the Choose Tests to Run and Supply Inputs table, depending on the value that appears in the Input Status column, perform the appropriate action. This table lists the values that may appear in the Input Status column and the appropriate actions for each value:

    Input Status Action

    Required Input Values Missing

    1. Click the Click to Supply or Edit Input Parameters icon in the Input Status column. In the Input Parameters dialog box, specify the parameter values according to the parameter type.

    2. Click OK.

    Note: To skip that test and its nested test steps, deselect the Select to Run Test check box in the Choose Tests to Run and Supply Inputs table.

    Required Input Values Validated or Input Values Validated

    If you want to change an existing input parameter, or check the parameter values the test is currently set to use:

    1. Click the Click to Supply or Edit Input Parameters icon in the Input Status column.

    2. In the Input Parameters dialog box, review the existing parameters or specify new input parameters, as applicable.

    3. Click OK.

    No Inputs Specified

    Proceed to step 4.

  5. From the View menu in the Choose Tests to Run and Supply Inputs table, select Availability.

  6. In the Diagnostic Test Availability dialog box, from the Select the Diagnostic Test for Details table, select each test and check the icon displayed the Availability column.

    • If the Availability column displays a check mark icon, then the selected test is currently available to be run.

    • If the Availability column displays a warning icon, or if you want to determine whether the test is internal or external, click Detach in the Available Details table header, and proceed to the next step.

    If all the listed tests are available to be run, and you don't need to know whether they are internal or external, proceed to Step 8.

  7. In the detached table:

    • If the Details of Required Test Components column contains the name of an Oracle Fusion application, then the test is an internal diagnostic test. Otherwise, it's an external diagnostic test.

    • If the Error column contains an error message, take appropriate action to correct it.

  8. Repeat steps 4 through 6 to verify that all listed tests are now available to run, and proceed to the next step.

  9. Optionally, you can enter a name for your test run in the Run Name field in the toolbar of the Choose Tests to Run and Supply Inputs table. If you use the word error, or if you leave the Run Name field blank, the application automatically assigns the test run a name.

  10. From the Run Options menu, select the appropriate options depending on how you want the selected diagnostic test or tests to run. This table lists the options available in the Run Options menu, and describes the consequences of selecting each option.

    Run Option Description

    Run Now

    Runs the selected test or tests immediately after you click Run.

    Run Later

    Schedules when the test or tests are run, if this option is available.

    When you select Run Later, the Run button on the toolbar changes to a Schedule Run button. Complete the following steps to schedule when the test or tests will be run:

    1. Click the Schedule Run button.

    2. In the Schedule Tests dialog box, click the Schedule tab and select Use a Schedule.

    3. From the Frequency menu, select how often to run the selected test or tests.

    4. In the Start field, specify the date and time at which to start testing.

    5. Click Submit.

    No Prerequisites

    Runs the selected test or tests without running the prerequisite tests.

    Run in Parallel

    Runs the selected test or tests using multiple threads. The default value is 3, and you can select any value from 2 through 5.

    Run Synchronously

    Runs the selected test or tests using a single thread.

  11. Click Run.

View the Status and Result of a Diagnostic Test

Use the Diagnostic Dashboard to check the status and view the results of a diagnostic test. You can review information about whether tests or test runs completed successfully, and if they detected any problems.

Check the Status of a Diagnostic Test

To check the status of a diagnostic test using the Diagnostic Dashboard:

  1. Click your user image or name in the global header, and from the Settings and Actions menu, select Run Diagnostic Tests. If you don't see this menu item, then your help desk can make it available to you.

  2. After running a diagnostic test using Diagnostic Dashboard, you may need to click Refresh to display the latest status information.

  3. Click the Run Status link in the Tasks pane.

  4. If you want the Diagnostic Test Run Status table to display only certain types of rows, select the pertinent option from the Find list.

    Alternatively, click the Search Test Runs icon to search for specific rows in the Diagnostic Test Run Status table.

  5. Expand the test run nodes to view the list of executions for each test.

  6. In the Diagnostic Test Run Status table, review:

    • Execution Status: This column displays status information about whether tests and test runs have completed or encountered errors.

    • Diagnostic Status: This column displays status information about whether the individual diagnostic tests detected any problems before completing.

View the Result of a Diagnostic Test

To view the results of a diagnostic test, click the View Test Results icon in the Report column. You can review all the details pertaining to that test.

Cancel an Initiated Diagnostic Test

Use the Diagnostic Dashboard to cancel a diagnostic test that is running.

To perform this task, ensure that you have one of the following roles:

  • Application Diagnostics Regular User (ORA_FND_DIAG_REGULAR_USER_JOB)

  • Application Diagnostics Advanced User (ORA_FND_DIAG_ADVANCED_USER_JOB)

  • Application Diagnostics Administrator (ORA_FND_DIAG_ADMINISTRATOR_JOB)

You need the Applications Diagnostic Administrator (ORA_FND_DIAG_ADMINISTRATOR) job role to cancel tests that someone else ran.

To cancel a diagnostic test using the Diagnostic Dashboard, do the following:

  1. Click your user image or name in the global header, and from the Settings and Actions menu, select Run Diagnostic Tests. If you don't see this menu item, then your help desk can make it available to you.

  2. Click the Run Status link in the Tasks pane.

  3. In the Diagnostic Test Run Status table, verify that the Execution Status for the test you want to cancel is Running.

  4. Select the test you want to cancel and click Cancel.

Run Diagnostic Tests to Verify, Troubleshoot, and Analyze

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.

Note: 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.

Troubleshooting

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 is 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.

Analyze User Session at Run Time

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 image or name in the global header 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 oracle.com in the URL http://example.oracle.com.

    • <DATABASE_SID> is your database session ID.

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

  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.

Record Issues to Troubleshoot

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.

Create 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 image or name in the global header 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.

    Tip: 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 image or name in the global header 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 header, click your user image or 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 other important details about the application.

What happens when the application is in maintenance mode?

When an application is in maintenance mode, you see a message on the UI displaying either the scheduled start time or the estimated completion time of the planned maintenance activity. During the maintenance period, the background processes and tasks, such as scheduled processes or any report generation activities, are put on hold.

Also, the Setup and Maintenance work area is available in a read-only mode.

After the maintenance is completed, all modules return to their usual state.