Resolving Problems in Your BRM System

37 Resolving Problems in Your BRM System

Learn how to troubleshoot your Oracle Communications Billing and Revenue Management (BRM) system.

Topics in this document:

General Checklist for Resolving Problems with BRM

When any problems occur, it is best to do some troubleshooting before you contact Oracle Technical Support:

You know your installation better than Oracle Technical Support does. You know if anything in the system has been changed, so you are more likely to know where to look first.
Troubleshooting skills are important. Relying on Technical Support to research and solve all of your problems prevents you from being in full control of your system.

If you have a problem with your BRM system, ask yourself these questions first, because Oracle Technical Support will ask them of you:

What exactly is the problem? Can you isolate it? For example, if an account causes a BRM component to crash on one computer, does it give the same result on another computer? Or if users cannot authenticate, is it all services or just one service? If it is an IP problem, does it affect all users or just those on a specific POP or a specific type of terminal server?

Oracle Technical Support needs a clear and concise description of the problem, including when it began to occur.
What do the log files say?

This is the first thing that Oracle Technical Support asks for. Check the error log for the BRM component you are having problems with. If you are having problems connecting to BRM, start with the log for the CM.

See "Using Error Logs to Troubleshoot BRM".
Have you read the documentation?

Look through the list of common problems and their solutions in "Diagnosing Some Common Problems with BRM".
Has anything changed in the system? Did you install any new hardware or new software? Did the network change in any way? Does the problem resemble another one you had previously? Has your system usage recently jumped significantly?
Is the system otherwise operating normally? Has response time or the level of system resources changed? Are users complaining about additional or different problems?
If the system is completely dead, check the basics: Can you run testnap successfully? Can you access Oracle outside of BRM? Are any other processes on this hardware functioning normally?

If the error message points to a configuration problem, check the configuration file (pin.conf or properties) for the troublesome component. If you find that the solution requires reconfiguring the component, stop all processes for that component, change the configuration, and stop and restart the component.

For more information, see:

If you still cannot resolve the problem, contact Oracle Technical Support.

Contacting Technical Support

If you cannot resolve your problems with BRM, contact Oracle Technical Support.

Problems can often be fixed simply by shutting down BRM and restarting the computer that the BRM system runs on.

If that does not solve the problem, the first troubleshooting step is to look at the error log for the application or process that reported the problem. See "Using Error Logs to Troubleshoot BRM". Be sure to observe "General Checklist for Resolving Problems with BRM" before reporting the problem to Oracle Technical Support.

If "General Checklist for Resolving Problems with BRM" does not help you resolve the problem, write down the pertinent information:

A clear and concise description of the problem, including when it began to occur.
Relevant portions of the relevant log files.
Relevant configuration files (pin.conf or properties).
Recent changes in your system, even if you do not think they are relevant.
List of all BRM components, ServicePaks, FeaturePaks, and patches installed on your system.

Note:

You can collect BRM information by using the pinrev script. For information, see "Checking BRM Component Version Numbers".

When you are ready, report the problem to Oracle Technical Support.