2 Troubleshooting Overview

This section provides information on how to identify problems and a systematic approach to resolve the identified issues. It also includes a generic checklist that can help users identify the problems in the right manner.

2.1 Symptoms, Problems and Solutions

Problems encountered while deploying or configuring Policy are characterized by specific symptoms, which can be either general or highly specific. You can trace symptoms to one or more problems or causes by using specific troubleshooting tools and techniques. After the issue has been identified, series of actions can be performed to resolve the identified problem.

This guide describes how to define symptoms, identify problems, and implement solutions in Oracle Communications Cloud Native Environment. It is recommended to apply the specific context in which you are troubleshooting to determine how to detect symptoms and diagnose problems for your specific environment.

2.1.1 General Problem-solving Models

When you are troubleshooting an issue specific to Policy, a systematic approach works best. An unsystematic approach may not only result in wasting valuable time and resources, but can sometimes make symptoms even worse. Define the specific symptoms, identify all potential problems that could be causing the symptoms, and then systematically eliminate each potential problem (preferably from the most likely to the least likely) until the symptoms disappear.

To solve a problem, the following steps can be performed:
  1. Create a clear and concise problem statement. Identify the general symptoms and then determine what types of problems could result in these systems.
  2. Collect information such as messages and logs to isolate possible causes.
  3. Using the information collected in the preceding step, create an action plan for the potential problems. Begin with the most likely problem.
  4. Implement the action plan, while testing to see whether the symptom disappears.
  5. Whenever a variable or default setting is changed, be sure to gather results.
  6. Analyze the results to determine whether the problem has been resolved. If it has, then the process is complete.

Note:

If the problem does not get resolved, contact My Oracle Support.

2.1.2 Preparing for Issues

It is pertinent to have current and accurate information about the Policy instances for effective troubleshooting.

If you have a problem with your Policy deployment, try to answer the following questions:

  • What exactly is the problem? Can you isolate it?

    A clear and concise description of the problem, including when it began to occur helps in identifying the possible causes.

  • Does the problem occur on one instance of the application, or all instances?
  • What do the log files say?

    Check the error log for the Policy services you are having problems with.

  • Read through the Policy troubleshooting checklist. Look through the list of common problems and their solutions.

  • Has anything changed in the system? Did you install any new component?

  • Have you read the Release Notes?

    The Release Notes include information about known bugs and workarounds.

  • Has your system usage recently jumped significantly?

  • Is the application otherwise operating normally?

  • Has response time or the level of system resources changed?