10 Troubleshooting

Failure to Discover a Siebel Enterprise

Problem

The Siebel Enterprise discovery fails and, consequently, Enterprise Manager does not create the corresponding Siebel Enterprise targets.

Possible Cause

The Siebel Enterprise name you provided does not match the actual enterprise you want to discover.

Solution

Provide the correct enterprise name.

Possible Cause

(Unix only) — The specified port number is incorrect.

Solution

Make sure that the specified port number in the discovery pages matches the port number configured for your gateway server.

Certain Metrics are Not Collected

Problem

Although the Siebel Enterprise discovery functioned as expected, some metrics are collected, but other metrics are not.

Possible Cause

The user name and password credentials provided for this particular Siebel Enterprise user are incorrect. Because these credentials are required to retrieve many of the Siebel performance metrics, the incorrect credentials prevent the system from collecting these metrics.

Solution

Go to the Siebel tab, remove the enterprise, and repeat the discovery process.

Possible Cause

The Agent uses credentials that do not grant access to the Siebel installation directory or to run the Siebel utilities.

Solution

Make sure that the Enterprise Manager Agent uses credentials that allow access to the Siebel installation directory and have sufficient privileges to run Siebel utilities, such as srvrmgr and query.

Possible Cause

For 10.2.0.3 Agents, the SiebelClasspathFix.bat or siebelClasspathFix.sh file is not executed (prerequisite).

Solution

These files must be executed so that jmxri.jar and empaAgent.jar entries are added to $AGENT_HOME/sysman/config/classpath.lst file. After executing the respective script, the Agent must be restarted.

This is applicable only for 10gR3.

Business Metrics Are Not Collected

Problem

Business metrics are not collected.

Possible Cause

The database password is not defined.

Solution

Go to the Siebel Database Repository target home page of the corresponding Siebel Enterprise target and click Monitoring Configuration in the Related Links section of the page. Enter the appropriate values in the Siebel Database User Name and Password fields.

Possible Cause

(Unix only) — Oracle environment variables were not added to the siebenv.sh file of the Siebel server used to execute the SQL statements that retrieve business metrics from the Siebel database.

Solution

Add the appropriate Oracle environment variables to the siebenv.sh file.

All SarmQuery Metrics are '0'

Problem

All SarmQuery Metrics are '0'.

Possible Cause

You are using a Siebel version older than Siebel 8.0 and sarmquery was not copied to the $ORACLE_HOME/bin directory of each of the Agents running on the Siebel server host.

Solution

Download sarmquery from My Oracle Support and copy the related files to the bin directory of the Enterprise Manager Agent.

Possible Cause

SARM has to be enabled by using srvrmgr to allow SARM performance metrics to be collected. If SARM parameters are not configured for your Siebel components, no SARM data is generated.

Solution

Follow the instructions in the "Enable SARM." step on page 2-3.

Siebel File System Metrics Are Not Collected

Problem

Siebel file system metrics are not collected.

Possible Cause

If a Siebel file system is defined to be accessible exclusively by a group of operating system users and the Agent does not belong this group of users, the Agent is not able to retrieve information about this file system.

Solution

Make sure that the Enterprise Manager Agent can access all Siebel file systems (log directory, installation directory, and Siebel file system directory) and has at least read access to the Siebel file system.

Status of Certain Components in Enterprise Manager Differs from Status of Same Components in Server Manager

Problem

The status of components shown in Enterprise Manager differs from the status or performance numbers available through srvrmgr.

Possible Cause

Enterprise Manager collects Siebel metrics only at certain intervals (regular metrics every 15 minutes, and availability information every 5 minutes). Therefore, information visible in the Enterprise Manager user interface can be out of sync with srvmgr for up to 15 minutes.

Workaround

If you are interested in monitoring a certain metric in real-time mode for a certain period of time, go to the All Metrics page for a given Siebel target, navigate to the desired metric, and change it to Realtime mode.

In this mode, collection occurs more frequently and you can follow statistics more closely.

Solution

You can change the collection frequency for individual metrics. If you want the availability metrics to be collected more often, you can change the collection frequency for your key Siebel components.

Beacon Does Not Correctly Report Status of HI Applications

Problem

The beacon does not report correctly the status of HI Applications.

Troubleshooting Tip

To better troubleshoot this error, view the error entries in the log error file. If your environment is not configured to generate an error file, you can do so by defining the following variables:

HISIEBEL_DEBUG_LOG-the log file name including the full path
HISIEBEL_LOG_LEVEL-set the log level to DEBUG or ERROR

It is recommended to have at least one beacon system for each Siebel version.

Possible Cause

When a single beacon accesses two or more different Siebel environments, the recording or playback of a transaction can only be accomplished for the last Siebel environment that was accessed.

For example, if a given beacon accesses a Siebel 7.0 environment and later attempts to access a Siebel 7.7 environment, this beacon cannot revert to a Siebel 7.0 environment to play back or record a new transaction. This happens because each Siebel version registers a different CAB (Siebel) file in the client host, and only the last registered file is active.

Solution

On the Internet Explorer browser, delete the CAB files of the environment you do not want to use. To delete CAB files on Internet Explorer:

1. Open Internet Explorer, navigate to the Tools menu, and select Internet Options.

   The Internet Options window appears.

2. Navigate to the Temporary Internet Files section of the window, and click Settings.

   The Settings window appears.

3. Click View Objects.

   The Downloaded Program Files window appears.

4. Delete the unnecessary CAB files.

Possible Cause

When consecutive record or playback sessions are in progress, the "Session already in progress" page appears and the recording session is terminated. This error is caused by a limitation in the Siebel CAS layer.

Solution

Use the timeout parameter to limit the amount of time a given service test can run and allow a long length of time between tests so the processes do not interfere with each other.

For example, you might want to set up a test to run every 13 minutes for 1 minute, and another test to run every 17 minutes for 1 minute.

Possible Cause

The Agent-side components for HI Applications have not been installed properly.

Solution

Verify the proper installation of these components by doing the following:

1. Check that the emIEClient.exe and emIElib.dll files are present in the Agent bin directory.

2. Type regedit to open the registry and search for emIElib.dll; it should point to the location under the Agent bin directory. This indicates that the dll has been properly registered as part of the installation.

Internet Explorer Crashes When Trying to Record Multiple Transactions for Same Application

Problem

Internet Explorer crashes when trying to perform multiple recording transactions for the same application.

Possible Cause

There is a limitation in the CAS layer.

Solution

Close and start a new Internet Explorer browser window.

Siebel Enterprise Discovery Does Not Yield Results

Problem

Siebel Enterprise Discovery does not yield any results.

Possible Cause

The discovery process depends on the vpd.properties file.

Windows:

C:\WINDOWS\vpd.properties

Unix:

\var\adm\siebel\vpd.properties

Discovery cannot function properly if the file does not exist or is corrupted.

Solution

Check why vpd.properties does not exist. Attempting to use a backup copy of the vpd.properties file should be located in the same directory. Alternatively, create a dummy version of the file.

Possible Cause

The vpd.properties file is written by multiple installers. If there is an installer problem, the information required to locate the Siebel Gateway server installation may not be in the file any longer, causing the discovery process to fail.

Solution

Manually create an entry that allows the discovery process to find the Siebel Gateway server installation.

Possible Cause

If the enterprise name specified on the Add Siebel Enterprise page does not match the names of Siebel Enterprises maintained through the specified Siebel Gateway server, discovery does not yield any results.

Solution

Check the enterprise name again.

Possible Cause

On Unix systems, changing the port number of the Siebel Gateway service is a supported configuration option. If an incorrect port number is specified on the discovery screen, the gateway server installation is not recognized during the discovery process.

Solution

Check the gateway port number again.

Possible Cause

If Siebel server names contain hyphens, these Siebel servers are not recognized during the discovery process, as server names with hyphens are not supported in the Siebel product. See documentation on naming conventions on the Siebel Support Web.

Solution

Reinstall the Siebel servers.

Siebel Enterprise Discovery Fails With Internal Error

Problem

Siebel Enterprise Discovery fails with an internal error.

Possible Cause

For the Siebel Enterprise discovery to function, Agents must be installed on all of the Siebel servers belonging to the specified Siebel Enterprise. (The concept is that all parts of the Siebel Enterprise should be monitored, which is possible only with an Agent on each of the Siebel server systems.)

Solution

Ensure that you install an Agent on each of the Siebel server systems. Agents should be associated with the OMS from which the discovery is initiated.

Siebel Application Discovery Does Not Yield Results

Problem

The Siebel Enterprise Web service discovery does not yield any results or fails due to an error.

Possible Cause

The discovery process depends on the vpd.properties files.

Windows:

C:\WINDOWS\vpd.properties

Unix:

\var\adm\siebel\vpd.properties

Discovery cannot function properly if the file does not exist or is corrupted.

Solution

Check why the vpd.properties file does not exist. Attempting to use a backup copy of the vpd.properties file should be located in the same directory. Alternatively, create a dummy version of the file.

Possible Cause

The vpd.properties file is written by multiple installers. If there is an installer problem, the information required to locate the Siebel Web server extension installation may not be in the file any longer. This causes the discovery process to fail.

Solution

Manually create an entry that allows the discovery process to find the Siebel Gateway server installation.

Metrics Collection: Siebel Server and Components Shown as Unavailable After Discovery

Problem

Siebel server and components are shown as unavailable after discovery.

Possible Cause

For Enterprise Manager 10.2.0.3, a manual step must be executed before the Agent can monitor any Siebel-related components.

Solution

For 10.2.0.3 Agents, navigate to <agentdir>/bin and execute the script siebelClasspathFix.bat (Windows) and/or siebelClasspathFix.sh (Linux, Unix), specifying the installation directory of the Agent as a parameter, as shown below:

C:\>F:F:\>cd F:\OracleHomes4\agent10g\BINF:\OracleHomes4\agent10g\BIN>siebelClasspathFix.bat F:\OracleHomes4\agent10g

Possible Cause

If an incorrect Siebel user/password combination was specified on the Add Enterprise page, discovery functions as expected, but collection of metrics through srvrmgr is not possible.

Solution

Check the specified user/password combination again.

Possible Cause

On Windows systems, the port number of the gateway service may be changed (though this is not officially supported). Discovery functions with any port number provided, but metrics can be collected only with a correctly specified port number.

Solution

Check the gateway port number again.

Siebel Service Status Issues

Problem

The status of Siebel HI services/applications (for example, Call Center) is shown as down.

Possible Cause

The service tests for Siebel High Interactivity applications (for example, Call Center or sales) use Siebel test automation functionality to allow simulation of certain keyboard and mouse events. To enable test automation, the parameter TestAutomation must be enabled for the respective components.

Solution

To allow monitoring of the Call Center application (example), the srvrmgr command shown below must be executed, and the component or Siebel server need to be restarted after to activate the parameter change. See Section 2.4, "Enabling Automation" for details.

Possible Cause

If an incorrect Siebel user/password combination was specified on the Add Enterprise page, discovery functions as expected, but collection of metrics through srvrmgr is not possible.

Solution

1. Start the Services control application and browse to the Enterprise Manager Agent service. Typically, this Agent is named Oracleagent10gagent.

2. Double-click the service entry.

3. On the Log On tab, select the Allow service to interact with the desktop option.

4. Click OK to save your changes.

Possible Cause

The beacon has to be deployed to a Windows host, where Internet Explorer is available and has been successfully used to connect to a Siebel HI application. If Internet Explorer cannot be located, the service is shown as unavailable.

Solution

Deploy the beacon to a Windows system with an existing and working Internet Explorer installation.

Sarm Metrics and Performance Diagnostics Issues

Problem

SARM metrics are not available for components, or Diagnostic reports show 'No Data'.

Possible Cause

For Siebel 7.8, the sarmquery utility is not packaged as part of the Siebel product. To gather SARM metrics, the SARM utility must be copied to the Agent installation directory, specifically into the 'bin' sub-directory. If the sarmquery utility is not available or sufficient access rights are not granted, SARM metrics cannot be gathered.

Solution

Copy the sarmquery utility and related DLLs to the <agent dir>/agent10g/bin directory and/or check access rights for the utility and the DLLs.