# Administrator Guide

# Troubleshooting

This appendix lists common problems that may occur during Collaboration runtime.

## Troubleshooting Common Runtime Problems

Table A-1 Common Runtime Problems and Solutions
Problem Description and Details | Cause and Solution
--- | ---
Problem: Document content does not appear. Details: In the installed Collaboration, the list of documents in a project appears, but you cannot access the document links. | Cause: Either the path to the Document Repository Service is incorrect or the port associated with the Document Repository Service is incorrect. This Document Repository Service information was provided during the Collaboration installation. The Document Repository Service software was installed during the portal installation. Solution: Edit the dr.xml file to provide the correct Document Repository Service URL. You can find the dr.xml file in the following folder in the Collaboration installation path: ...ptcollab\4.2\settings\config Change the <url> entry in the dr.xml file to reflect the correct path and port number for the Document Repository Service. To verify that the Document Repository Service is up and running, go to the Windows Command Prompt. Type the following command: Telnet <Document_Repository_computer> <port_number> If the Windows Command Prompt displays a blank screen with no errors, the Document Repository Service is up and running.
Problem: Portlets time out. Details: When you start Collaboration, the portlets time out and time-out errors display. These errors are most likely to occur when you start up Collaboration the first time after it is installed. | Cause: The Java Server Pages (.jsp pages) in your application server were not precompiled before you started Collaboration for the first time. Solution: The Collaboration portlets need to be refreshed. Refresh the page. If you are running Collaboration for the first time, you might need to refresh the page a couple of times, because the .jsp pages are compiled when Collaboration is first accessed.
Problem: Portlets do not load. Details: When you start up Collaboration, the Collaboration portlets do not start or fail to preload on startup. Various errors might display. | Cause 1: The Web application server is not up and running. Solution 1: Restart the Windows service named BEA Collaboration. Wait for two or three minutes to allow the application server to start, then refresh the page.
| Cause 2: The port used to access the Web application server is incorrect. The port for the Web application server was provided with the Collaboration Information (URL) during installation. Solution 2: Follow these steps: In the Portal, click the Administration tab. Click the Collaboration administrative folder. Click Remote Server. Click the Collaboration remote server. Check that the base URL for Collaboration is correct. This URL should include the following information: http://<Collaboration_Computer_Name>: <Application_Server_Port>/collab where: <Collaboration_Computer_Name> is the name of the computer on which Collaboration is installed. <Application_Server_Port> is the port number used by your application server.
| Cause 3: A database exception occurred. For example, the application server cannot connect to the database. Solution 3: Open the collaboration.log log file and look for any exceptions.
| Cause 4: An exception occurred in the application server that resulted in Collaboration failing to start up. In the application server log file, a “failed to preload on startup” error displays. Solution 4: Restart the Windows service named BEA AquaLogic Interaction Collaboration.
| Cause 5: The pthome.xml file is not configured properly. Solution 5: Perform the following: Open the pthome.xml file, located in the portal installation folder. (For example, this folder can be C:\bea\alui.) In the pthome.xml file, find the entry for Collaboration. The following example shows the entry for Collaboration: <product name="collab"> <install fullversion="4.2.0.227745" version="4.2"> <path>C:\bea\alui\ptcollab\4.2</path> <configpath>\settings\config</configpath> </install> </product> In this entry in the pthome.xml file, verify that the path to the Collaboration configuration directory is correct; if it is not, edit it and save the file. Restart the server.
Problem: A Database Role-Reconciliation Error Occurs. Details: A database role-reconciliation error occurs, and Collaboration cannot connect to the database. | Cause: During the Collaboration installation, the wrong portal user name was specified as owner of the portal database and its tables. This information was specified in the Portal Database Information install panel. For a SQL Server database, the panel requested the name of the database owner. For an Oracle database, the panel requested the schema/user name. The portal user should be the owner of the portal database and its tables (SQL Server) or portal schema and its tables (Oracle). Solution: Open the database.xml file, located in the following directory on your Collaboration computer: <PT_HOME>\ptcollab\<version_number>\settings\config In the database.xml file, the portal user that owns the portal tables is identified in the following line: <linked-database-alias>plumdb.dbo.</linked-database-alias> Enter the correct portal user name and save the file.
Problem: Error 400 Page from Notify Details: Links from Notify mail return an Error 400 page. | Cause: This occurs when the portal and Collaboration are running on the same port on the same machine. Solution: Ensure that Collaboration and portal are running on different ports or on different machines.
Problem: Grant Rights and Portal vs. System User Details: If you use SQL Plus through Enterprise Manager, grant rights scripts fail. | Cause: The Collaboration or portal user does not have the proper grant rights. Solution: If using Enterprise Manager, run grant rights scripts as an Oracle system user rather than a portal user.
Problem: Invalid URLs for Experience Definitions appear in Notification E-mails. Details: When a user clicks on a URL for an Experience Definition in a Notification E-mail, they are taken to a previous version of the Experience Definition. | Cause: Experience Definition URLs include user-specific fragments that preserve the correct look and feel of Experience Definitions for individual users. These URLs are cached by the Notification Service. If a portal user changes his or her login domain, the cached Experience Definition URLs for that user become invalid. There are other, less-common reasons why Experience Definition URLs can become invalid. If you are experiencing the same problem for a different reason, restarting the Notification Service will most likely resolve the problem for you, too. Solution: Restart the Notification Service.
Problem: Error message appears when user tries to access Collaboration Administration, pages, or portlets. Details: See Troubleshooting Error Message for the error message that appears. | Cause: You did not restart the portal after scripting the Collaboration database. Solution: Restart the portal. If restarting the portal does not resolve the issue, make sure that the portal’s tables are owned by the portaldbuser, and Collaboration’s tables are owned by the collabdbuser -- not dbo.

##

##### Troubleshooting Error Message

Following is the error message that corresponds to the last Troubleshooting problem in the above table:

    java.lang.NoClassDefFoundError

    at com.plumtree.collaboration.api.portalaccess.PortalAccessManager.
    getGuestPortals(PortalAccessManager.java:279)

    at com.plumtree.collaboration.api.portalaccess.PortalAccessManager.
    fillMap(PortalAccessManager.java:388)