6 Troubleshooting

This chapter describes common installation and configuration problems and solutions.

Installation and Configuration Problems
NFS Troubleshooting
Deinstalling Oracle Content Management SDK
When to Contact Oracle Support Services

Installation and Configuration Problems

Most installation and configuration errors involve failure to carefully follow pre-installation instructions. The following table describes some common installation and configuration problems, possible causes, and what you should do to correct the problem. Note that installation and configuration actions are captured in two different log files that you can examine to assist in troubleshooting efforts:

%ORACLE_BASE%\oraInventory\logs\installActions.log file records errors encountered during Oracle CM SDK installation.

If %ORACLE_BASE% is not defined, it defaults to %ORACLE_HOME%.
%ORACLE_HOME%\ifs\cmsdk\log\CmsdkConfig.log file records errors encountered during Oracle CM SDK configuration.

Table 6-1 Installation Problems and Solutions

Problem	Probable Cause	Corrective Action
"Classpath verification error" message appears when running Oracle CM SDK Configuration Assistant.	Missing library files. The Oracle CM SDK Configuration Assistant checks for the file `translator.zip`, and raises the error message if it is missing. Oracle CM SDK requires LoadJava, which is supported by the SQLJ library contained in `translator.zip`.	Reinstall Oracle Application Server.
Error in creating or upgrading database objects.	The d atabase is not running or is not available, or the Listener is not running.	Start the database and listener prior to configuration.
Database-related Installer error messages.	Starting installation without the database running. Attempting to configure Oracle CM SDK without correctly configuring Oracle Text.	Start database prior to installation and check the `tnsnames.ora` and `listener.ora` files.
Permission problems during installation.	Attempting to install as the wrong user.	Check file system permissions. Install Oracle CM SDK using the same account used to install Oracle Application Server on the middle-tier computer.
Oracle CM SDK servers fail due to insufficient database resources.	Values in `init``sid``.ora` are too low.	Check the `%ORACLE_HOME%\ifs\cmsdk\log` directory for the log file of the failed server. Edit the `init``sid``.ora` file (or change the SPFILE), and provide larger values.
`ifsca` hangs during "Verifying Oracle Text" phase.	`ctxhx` is misconfigured and is spinning.	Using the Task Manager, check your operating system processes to verify that `ctxhx` is using more than 80% of a CPU and does not complete within a minute. Use the Task Manager to end the `ctxhx` process. Rerun `ifsca`. If that does not solve the problem, then test `ctxhx` independently of `ifsca.bat` by entering the following two single lines: cd %ORACLE_HOME%\ctx\bin ctxhx %ORACLE_HOME%\ifs\cmsdk\ admin\binaries\ifsctxtest.doc test.html If this fails, contact Oracle Support. If this succeeds, then test VerifyContext independently of `ifsca.bat`. Create a temporary table with a BLOB column. Create an Oracle Text index on that BLOB column. Put a simple Microsoft Word document into the BLOB column. Synchronize the Oracle Text index. Query for the document content. Set the CLASSPATH to include VerifyContext by issuing the following two commands: cd %ORACLE_HOME%\ifs\cmsdk\admin\binaries %IFS_JRE% -classpath $IFS_BASE_CLASSPATH oracle.ifs.admin.tools.schema.VerifyContext sys change_on_install %ORACLE_HOME%\ifs\ cmsdk\admin\binaries\ifsctxtest.doc If the database is on a separate computer, supply the optional JDBC connect string. For example: jdbc:oracle:oci8:@myTNSalias Examine the output of VerifyContext to determine the source of the error.
UNIX database servers only: "oracle.ifs.utils.action. ActionFailedException: Oracle Text seems to be misconfigured" error message appears during Oracle CM SDK configuration.	The environment does not include the necessary LD_LIBRARY_PATH or PATH settings.	Check that the LD_LIBRARY_PATH or PATH environment variables on the database server include the following settings: LD_LIBRARY_PATH should include `$ORACLE_HOME/lib` and `$ORACLE_HOME/ctx/lib`. PATH should include `$ORACLE_HOME/ctx/bin`. Restart the database listener for the changes to take effect, and then run `ifsca.bat` again.
"Invalid password for Oracle user SYS" error message appears during Oracle CM SDK configuration.	A password file is missing from the database server. The Oracle CM SDK Configuration Assistant attempts to make a connection as SYS 'AS SYSDBA' using a database string.	The database must be configured with a password file. See the Oracle Database Administrator's Guide for more information.
"session_max_open_files must be set to 50" error message appears during Oracle CM SDK configuration.	The `session_max_open_files` value in the initsid.ora file is not set correctly.	Modify the `init``sid``.ora` file and set the value of the `session_max_open_files` parameter to 50. Edit the file and add the following line: `session_max_open_files=50` After editing the file, shut down the database and then restart it with the new `init``sid``.ora` file. Use the following command in SQLPlus to start the database: `startup pfile="%ORACLE_HOME%\pfile\init``sid`*`.ora"`
"Out of database cursors" message written to `%ORACLE_HOME%\ifs\cmsdk\ log\``domain_name``\``node_name``.log`.	Values of the `open_cursors` in the `init``sid``.ora` are too low.	Modify the `init``sid``.ora` file or change SPFILE using a larger value for `open_cursors`.
Server is slow.	Server needs to be tuned.	See the chapter on Oracle CM SDK troubleshooting in the Oracle Content Management SDK Administrator's Guide.
Cannot search on document contents after upgrading the Oracle CM SDK.	Oracle Text index was not repopulated.	See the Oracle Content Management SDK Administrator's Guide for information about repopulating Oracle Text.
"Unable to allocate shared memory" error.	Value of the `shared_pool_size` database initialization parameter is too low.	Set the value of `shared_pool_size` to at least 80 MB (83886080 bytes).
NodeManager reports "Invalid data format on stdin" errors when attempting to start Oracle CM SDK processes.	The computer's CPU is overloaded.	Stop non-required processes, or upgrade the CPU.

NFS Troubleshooting

If you receive a "Permission denied" error when mounting an NFS drive, use the following table to locate the source of the problem.

Table 6-2 NFS Troubleshooting

Troubleshooting Step	For More Information
Check the Node log file for more information. The regular node log records the same type of information for each node. This log is useful for troubleshooting protocol servers and agents. All errors are logged with stack traces. Log file properties, such as Log Level and Rotation Interval, are specified in the node configuration of the node being monitored.	By default, the node log is located in: %ORACLE_HOME%\ifs\cmsdk\log\transferred_domain_name\node_name.log
Determine whether the Oracle CM SDK NFS server is configured as the primary or secondary server. If the server is configured as the secondary server, or if the Oracle CM SDK NFS server is not on the standard port number, Solaris clients must specify the `public` option and Linux clients must specify the mount port.	See "NFS (Network File System) Protocol" in Chapter 5, "Client Access Paths and Software" for more information.
Verify that the client is included in the Trusted Client list.	See "Setting Up a Trusted Client List" in Chapter 4, "Post-Configuration" for more information.
Verify the port number and mount port number on which the NFS server is running.	See Chapter 3, "Installation and Configuration", for information about selecting NFS server port numbers during the Oracle CM SDK configuration process.
Use the `netstat` command (on Windows clients) to verify that the computer is currently listening to the specified ports.	Enter `netstat ?` at the command prompt for a list of parameters.
Verify that you are using a certified NFS client.	While client access to NFS is available on all UNIX operating systems, Windows systems require additional client software. Hummingbird Maestro NFS is a client certified for use with Oracle CM SDK NFS Server. Windows 2000 users who want to connect to Oracle CM SDK NFS Server must use Hummingbird Maestro NFS 7.0. Windows NT users who want to connect to Oracle CM SDK NFS Server can use Hummingbird Maestro NFS 6.0 or later. See the Release Notes for other supported NFS client applications and version numbers.

Deinstalling Oracle Content Management SDK

Run the Oracle Universal Installer to deinstall Oracle CM SDK:

Log on using the account that installed and configured Oracle CM SDK. Typically, this is an account named oracle.
Stop the domain and nodes. For HTTP nodes, stop their OC4J processes.

Shut down all protocol servers and agents using the appropriate command for your release of the product.

Table 6-3 Deinstallation Commands

Release	Command
Oracle Internet File System 1.0	`%ORACLE_HOME%\ifs\bin\ifsstop`
Oracle Internet File System 1.1.x	`%ORACLE_HOME%\ifs1.1\bin\ifsstop`
Oracle Internet File System 9.0.1, 9.0.2	`%ORACLE_HOME%\9ifs\bin\ifsjservctl stop` `%ORACLE_HOME%\9ifs\bin\ifsstopdomain` (Or use the Oracle Enterprise Manager Console to stop the domain and all nodes.)
Oracle CM SDK 9.0.3 and 9.0.4	`%ORACLE_HOME%\ifs\cmsdk\bin\ifsctl stop` `%ORACLE_HOME%\opmn\bin\opmnctl stopall`

Allow all of the processes to stop.
Launch the Oracle Universal Installer from the installation CD for the version of Oracle CM SDK or Oracle iFS that you are deinstalling.
On the Welcome screen, click Deinstall Products. The Inventory screen appears.
On the Inventory screen, click the %ORACLE_HOME% directory to display all installed components. Verify that the list includes Oracle CM SDK or Oracle Internet File System.
Select Oracle CM SDK or Oracle Internet File System from the list and click Remove.
Click Yes to confirm the Oracle CM SDK deinstallation. The software components are removed, and in a moment, the Oracle Universal Installer reappears.
Click Close.
Exit the Oracle Universal Installer.
To completely remove the Oracle CM SDK or Oracle Internet File System directory from the computer, log on as Administrator and delete the installation directory.

Table 6-4 Default Installation Directories

Release	Default Installation Directory
Oracle Internet File System 1.0	`%ORACLE_HOME%\ifs`
Oracle Internet File System 1.1.x	`%ORACLE_HOME%\ifs1.1`
Oracle Internet File System 9.0.1, 9.0.2	`%ORACLE_HOME%\9ifs`
Oracle CM SDK 9.0.3 and 9.0.4	`%ORACLE_HOME%\ifs\cmsdk`

When to Contact Oracle Support Services

You can contact Oracle Support Services at http://metalink.oracle.com.

Before calling Oracle Support Services:

Verify that your software, database, and environment meet the requirements described in Chapter 2, "Requirements".
Have your CSI number (if applicable) or full contact information available, including any special project information, complete release numbers of Oracle CM SDK and associated products, operating system name, and version number.
Document error codes, messages, and all other details of the issue, including:
- What occurred or did not occur? For example, what command was used and what was the result?
- When did it occur? For example, during peak system load, after entering a specific command, or after upgrading the operating system?
- Where did it occur? For example, on the database computer or on the Oracle CM SDK computer?
- What is the extent of the problem? For example, is a production system unavailable, or is the impact minimal?
Keep copies of installation logs, Oracle CM SDK logs, Oracle Text logs, trace files, core dumps, and redo log files from the time of the incident. Oracle Support Services might need these to further investigate your problem.

For installation-related problems, please have the following available:

Listings of the contents of %ORACLE_HOME% and any staging area, if used.
All log files from the %ORACLE_HOME%\ifs\cmsdk\log directory.

Oracle Support Services can be reached at the following numbers. The hours are detailed in your support contract.

In the USA: 1.800.223.1711
In Europe: +44 1344 860160
In APAC (Asia Pacific): +61 3.9246.0607

For a complete list of Support Numbers, see: http://www.oracle.com/support/contact_us/sup_hot_phone.html