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Troubleshooting

This chapter lists common problems that may occur during Collaboration installation.

Table 9-1 Collaboration Installation Problems, Causes, and Solutions
Document Content Does Not Appear
 
Problem
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\4.1\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.
Portlets Time Out
 
Problem
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.
Portlets Do Not Load
 
Problem
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 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:
  1. In the Portal, click the Administration tab.
  2. Click the Collaboration administrative folder.
  3. Click Remote Server.
  4. Click the Collaboration remote server.
  5. Check that the base URL for Collaboration is correct. This URL should include the following information:
    6. http://<Collab_Server_computer_name>:
    <Application_Server_port>/collab
where:
<Collab_Server_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
  • Open the pthome.xml file, located in the portal installation folder. (For example, this folder can be C:\Program Files\plumtree.)
  • In the pthome.xml file, find the entry for Collaboration. The following example shows the entries for Collaboration and its component Notification Service: 
    • <product name="collab">
        <install version="4.1">
           <path>D:\Program Files\plumtree\ptcollab\4.1</path>
           <configpath>\settings\config</configpath>
        </install>
      </product>
    <product name="collab_notification">
        <install version="3.0">
           <path>D:\Program Files\plumtree\ptnotification\
               4.1</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.
A Database Role-Reconciliation Error Occurs
 
Problem
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:
<Collab_Server_Installation>\ptcollab\4.1\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.
Error 400 Page from Notify
 
Problem
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.
Grant Rights and Portal vs System User
 
Problem
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.


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