Troubleshoot B2C Service Interviews

If an error occurs while running an Intelligent Advisor interview in Oracle B2C Service:

  • a general reason for why the error occurred should be displayed on the screen. Most displayed messages are configurable in the project.
  • a more detailed message should be logged in Intelligent Advisor Hub. These errors are available to Connections administrator users in the message log. The following table contains information on these Oracle B2C Service errors, including the error codes, a description of each error and the likely cause and troubleshooting information.

Additional troubleshooting information is available in these topics:

If you are unable to resolve your issue, please contact support.

Table 1. Oracle B2C Service error code descriptions

Code

Description

Likely cause and troubleshooting

OPA-RN-1

General connector error

The Message log in Intelligent Advisor Hub may have more details. You may need to contact support.

OPA-RN-101

The Oracle B2C Service connection is not configured correctly

View your Oracle B2C Service connection details in Intelligent Advisor Hub to troubleshoot and configure your Oracle B2C Service connection. Check that the interview is running on the same Intelligent Advisor instance as Intelligent Advisor Hub. Additionally, you may need to re-deploy the project from Policy Modeling and then activate it. (For more information, see B2C Service Connections.)

OPA-RN-102

Incorrect URL parameters (initID specified when policy model does not have an input mapping)

Ensure that the Intelligent Advisor widget is configured correctly and passes the correct parameters (init_id) to the interview. (For more information, see Configure Intelligent Advisor widget parameters)

OPA-RN-103

Data submission attempted without an output mapping

Either define an output mapping in the policy model, or remove the data submission screen. (For more information, see B2C Service Data Mapping.)

OPA-RN-104

The data mapping is invalid

It is possible that the Oracle B2C Service data model has been modified. Re-deploy the project from Policy Modeling. (For more information, see B2C Service Data Mapping.)

OPA-RN-105

No data could be loaded

No data exists for the given user (and init_id, if specified). Ensure OPAWidget is configured correctly and passes the correct parameters to the interview. (For more information, see Configure Intelligent Advisor widget parameters.)

OPA-RN-107

Input mapping specified, but no initID supplied in query string

Ensure that Intelligent Advisor widget is configured correctly and passes an init_id to the interview. Alternatively, set up data mappings to load data optionally.

OPA-RN-108

Internal error

The Message log in Intelligent Advisor Hub may have more details.

OPA-RN-109

The Oracle B2C Service connect web service returned a SOAP error

The Message log in Intelligent Advisor Hub may have more details. If the message contains the text "ACESS_DENIED Not Allowed [object processing details]" this may indicate that you have not given permission to read/write to your custom object.

OPA-RN-110

Connectivity error

There was an error connecting to the Oracle B2C Service web service. View your Oracle B2C Service connection details in Intelligent Advisor Hub to troubleshoot and configure your Oracle B2C Service connection. The Message log in Intelligent Advisor Hub may have more details. You may need to contact support. (For more information, see B2C Service Connections.)

OPA-RN-111

SSL (Secure Sockets Layer) or TLS (Transport Layer Security) error

There was an SSL/TLS error connecting to the Oracle B2C Service web service. View your Oracle B2C Service connection details in Intelligent Advisor Hub to troubleshoot and configure your Oracle B2C Service connection. The Message log in Intelligent Advisor Hub may have more details. You may need to contact support. (For more information, see B2C Service Connections.)

OPA-RN-112

INVALID_REQUEST returned by Oracle B2C Service web service

The most likely cause is a violation of a data constraint. For example, a date earlier than 02-Jan-1970 or a text value longer than the maximum for that field has been attempted to be saved. The Message log in Intelligent Advisor Hub may have more details.
OPA-RN-113 Single Sign-On (SSO) error Try logging in again. If problems persist, contact Oracle customer support.
OPA-RN-114 Invalid ID error

Ensure that the mapping settings are configured with the user type that is triggering the interview. (For more information, see B2C Service Data Mapping.)
OPA-RN-115 Error serializing context There was an error encountered during persisting (saving) a checkpoint. You may need to contact support.
OPA-RN-116 Error deserializing context There was an error encountered during restoring (loading) a checkpoint. This occurs when the supplied checkpoint data was corrupt or was not actually checkpoint data. Please ensure the supplied data is a checkpoint.
OPA-RN-117 Failure to get checkpoint from B2C Service One of the resume interview operations, via URL or JavaScript, was called even though there is not a checkpoint to resume from. Ensure OPAWidget is configured correctly and only calls the resume operation if there is a checkpoint to resume from (For more information, see Configure Intelligent Advisor widget parameters.)
OPA-RN-123 Error for policy model, row already exists in table There is a dynamically mapped table as well as a child entity mapped via a many-to-many relationship. For example, a dynamically mapped product and mapped related categories to a child entity, or a dynamically mapped category and mapped related products to a child entity. This is not supported.
OPA-RN-124 Failed to save data to Service Cloud More than one Contact account matches the provided email address.

OPA-RN-2

 General authentication error

The Message log in Intelligent Advisor Hub may have more details.

OPA-RN-201

Invalid token received: expected user;ts;hash

OPAWidget is not configured correctly. Ensure the shared secret is set in the widget code. (For more information, see Configure the shared secret.)

OPA-RN-202

Expired token

The time on the web-server running the Intelligent Advisor interview needs to match the time on the server running Customer Portal. The timezone need not be the same, if the point in time is correct. The token is valid for 5 minutes to allow for small differences in time between the servers. You may need to contact support.

OPA-RN-203

The shared secret is empty

Ensure that the shared secret has been generated via the connection dialog for your Oracle B2C Service connection in Intelligent Advisor Hub. (For more information, see Configure the shared secret.)

OPA-RN-204

Mismatched token

The token received from OPAWidget is different from the expected token. Ensure the widget has the correct shared secret. (For more information, see Configure the shared secret.)
OPA-RN-205 Identity mapping specified, but no valid user supplied in query string Ensure that OPAWidget is used to invoke the Intelligent Advisor interview, the widget has a non-empty shared secret and the widget is accessed within the context of a currently logged-in Customer Portal user.
OPA-RN-206 Identity mapping specified, but no valid user supplied in SAML token Ensure that the interview is accessed within the context of the Intelligent Advisor Control for Service Console.
OPA-RN-207 Invalid identity error for policy model An unauthorized user has attempted to use an Intelligent Advisor interview in B2C Service. Ensure that the interview is accessed by a logged in Contact or Agent.

OPA-RN-3

Data conversion error

An inappropriate value for the Intelligent Advisor data type was being loaded or saved. Ensure that each Oracle B2C Service field mapped to Intelligent Advisor attributes has an appropriate data type and contains appropriate values. It is also possible that the Oracle B2C Service data model has been modified since the policy model was deployed. Re-deploy the project from Policy Modeling. The Message log in Intelligent Advisor Hub may have more details.

OPA-RN-301

Unsupported temporal value

A temporal value was attempted to be saved. Ensure the policy model does not have an output mapping for any field that might have a temporal value. (For more information, see Save Data When an Interview Completes.)

OPA-RN-4

Metadata download error

The Message log in Intelligent Advisor Hub may have more details.