Siebel Trouble shooting Guide

Troubleshooting Steps 24: Siebel Server Administration Troubleshooting Guide Last Modified: 24 March 2003 Area(s): System Administration Release(s): V7 (Enterprise), V7 (MidMarket) Database(s): All Supported Databases App Server OS(s): All Supported Platforms Latest release tested against: V7 (Enterprise) Keywords: Siebel Server, Administration, eapps.cfg, srvrmgr The information presented in these troubleshooting steps documents the most commonly reported error messages while administering the Siebel Server environment. A table has been provided below showing each of the errors documented in this troubleshooting step together with a summary of whether these errors are acceptable or require further investigation. Additionally each section is listed in this table for faster access by selecting the jumplink. Siebel eBusiness Applications Environment Summary: A diagram and description of the Siebel Environment. Presentation Format Summary: A description about how the information is presented in the Error messages section Error Message Facilities Summary: A description about how the error messages are categorized by facilities Common log file locations Summary: A quick glossary of the common log files and their locations Common Troubleshooting Checks Summary: A quick glossary of the common troubleshooting steps. ADM - Server Administration Facility Summary: A listing of the Siebel Server Administration Errors. ADM-01042: Login failed for specified username, password, and ODBC datasource combination Summary: This error is also reported when users invoke any of the server administration screens via the User Interface (UI), on certain occasions. ADM-01050: The specified component is not active on this server Summary: The above error message is reported when the Siebel server component attempting to be contacted is not available. ADM-02039: INTERNAL: SA_ERR_EOF Summary: This could most likely be reported in the case of an incorrect value/setting provided to a parameter(s) for a server component ADM-02044: No connections found to any active servers Summary: This error might be reported in the dedicated client as well as the web server ADM-02049: There is no connected server targetted for that command Summary: The above error message is usually reported upon invocation of a server manager session either via the zero foot print client or within a srvrmgr session ADM-02071: Enterprise server <value> not found in gateway server Summary: This error is usually reported at times when a server administration session is invoked from the command line with an incorrect value for the Siebel enterprise server. ADM-02077: Server name must be specified for this operation Summary: This error message is reported when the Siebel server is not explicitly provided for any of the “srvrmgr” command line interface commands. ADM-02527: Parse Error: Expecting <param>=<value> instead of "(null)" Summary: The cause for this error message is because of the fact that “srvrmgr” is unable to parse the

page 1 of 60

Troubleshooting Steps 24: Siebel Server Administration Troubleshooting Guide

parameter values into something legible/acceptable. GEN - Siebel Generic Facility Summary: A listing of the Siebel Server Generic Errors. GEN-00255: Process exited with error - Internal: Error during exec() Summary: This is a generic error message reported at times when components fail to startup or fail while in execution. GEN-03002: Required parameter %1 is NULL Summary: This error message is usually always accompanied with an additional message, which is more indicative about the exact cause for failure. GEN-03006: Process exited with error - Error calling function: %1 Summary: The above error message is reported when there is a failure to execute a particular function. GEN-05007: Unable to read the gateway server backing file Summary: A process reports the above error message when it is unable to read, access the Siebel gateway server’s backing file (siebns.dat). GEN-05009: Unable to connect to gateway server Summary: The Siebel Gateway Server is either stopped or unavailable. GEN-09103: Parameter value was never set (i.e. is null) Summary: As the error message indicates, the component failed because it was missing a value for one of the parameters that it required. NET - Siebel networking layer (common/sisnapi) Facility Summary: A listing of the Siebel Networking Errors. NET-01003: Internal: invalid encryption authentication information Summary: This error message is generally encountered when the combination of ODBC source, username, and password stored in the Siebel Gateway Server does not result in a successful connection between the Siebel Server and the database. NET-01020: Internal: unknown hostname Summary: This error message is almost always indicative of network connectivity issue amongst the Siebel Application Server-Siebel Gateway Server and/or the Siebel Web Server-Siebel Gateway Server. NET-01023: Peer disconnected Summary: The above error message is reported in circumstances where network connectivity is an issue. NET-01033: The SISNAPI handshake timed out, the Siebel Service may not be running Summary: This error is reported when an attempt to establish communication with a Siebel application server or server component running on it fails. NET-01034: The SISNAPI connection was closed by the peer Summary: The above error message is reported when an established connection/session amongst 2 entities (user-component, component-component) is terminated, or if a server component is shutdown. NET-01201: Internal: connect() failed: %1 Summary: This error message is generally reported when a connection attempt fails. NET-01218: Connection refused by server <Server_Name>, no one is listening on port <port#> Summary: The above error message is reported when a connection attempt to contact a specific component running on the Siebel server and listening on particular port # failed. OMS - Object Manager Server Subsystem Facility Summary: A listing of the Siebel Object Manager Server Errors. OMS-00101: Error (null) loading product configuration information Summary: Usually this error indicates a problem with finding certain definitions that are expected to be present within a SRF file but is not actually present. OMS-00102: Error (null) logging in to the application Summary: The above error message is typically reported when the server component has trouble connecting to the database. OMS-00107: Object manager error Summary: This is a generic error message that is usually accompanied by other error messages indicative of the true problem. OMS-00203: Error <XXXXX> invoking method "<method_name>" for Business Service "<business_service_name>"

page 2 of 60


Summary: This error message is usually reported when errors are encountered upon executing a method within a business service. OSD - Operating system dependent layer (common/osd) Facility Summary: A listing of the Operating System Errors. OSD-00001: Internal: Function call timed out (%sysError) Summary: This error is usually reported in the following log files “sw_cfg_util.log”. OSD-00015: Internal: The object already exists (%sysError) Summary: The error message most likely indicates that the system could not create the required semaphore in memory, as it already exists. OSD-00034: Internal: Cannot create a new process (%sysError) Summary: The above error by itself does not provide sufficient context to troubleshoot the issue. It is usually accompanied by additional error messages outlining the specific process that it was unable to create/run. OSD-00204: Internal waitpid() failed with error %sysError Summary: These error messages can be ignored. OSD-00230: Internal: gethostbyname_r ()failed with error. (%sysError) Summary: There is a problem with accessing the machine in question using its host name. OSD-01000: Process exited with error - Internal: The process attempted to read from or write to a virtual address for which it does not have the appropriate access Summary: This error message is usually reported when a crash (windows) is experienced on the Siebel application server machine. OSD-02001, OSD-02002, OSD-02003, OSD-02004, OSD-02005, OSD-02006, OSD-02007, OSD-02008, OSD-02009, OSD-02010, OSD-02011, OSD-02012, OSD-02013, OSD-02014, OSD-02015, OSD-02016, OSD-02017, OSD-02018, OSD-02019, OSD-02020, OSD-02021, OSD-02022, OSD-02023, OSD-02024, OSD-02025, OSD-2026, OSD-02027, OSD-02028, OSD-02029, OSD-02030, OSD-02031, OSD-02032, OSD-02033, OSD-02034, OSD-02035, OSD-02036 Process exited with error - Process exited because it received signal SIG<signal> Summary: All the above error messages are usually reported when a core (UNIX) is experienced on the Siebel application server machine. SCC - Server Common Configuration Facility Summary: A listing of the Siebel Common Configuration Errors. SCC-00005: Internal:No more items found. Summary: The likely cause of this error could be the fact that the client failed to establish a successful Siebel server administration session. SCM - Server Configuration Manager Facility Summary: A listing of the Siebel Server Configuration Manager Errors. SCM-00018: Could not open connection to Siebel Gateway configuration store((null):(null)) Summary: This message indicates errors encountered while attempting to access or read the Siebel gateway server. SCM-00028: Key not found Summary: This message is reported when errors are encountered reading from the gateway server configuration file [siebns.dat]. SMI - Server management infrastructure (server/smi) Facility Summary: A listing of the Siebel Server Management Infrastructure Errors SMI-00001: Invalid parameter Summary: Since this is a generic message, it is/are the accompanying error messages that provide for necessary troubleshooting information. SMI-00024: Unable to load (%1) Summary: The likely reasons for this error being reported are if the Siebel installation is incomplete or corrupt. SMI-00033: The client exited without closing the SISNAPI connection Summary: This is an error reported at times when an established connection with a Siebel application server or server component is abruptly terminated. SMI-00044: An instance of this Siebel Server is already running Summary: This error message is most commonly reported alongside SVR-00005.

page 3 of 60


SMI-00049: Internal: There is no connection to the gateway server Summary: This error message indicates problems encountered upon server or individual server component startup where a connection to the gateway sever host was not possible. SMI-00061: The directory Admin, does not exist under the Siebel root directory. Summary: This error message usually gets reported upon Siebel server startup in the SiebSrvr*.log files. SMI-00062: Process exited with error - Internal: No more process (multi-threaded server) slots available Summary: The cause for it is the fact that no more MT Server tasks are available for the component in question. SMI-00081: Internal: Got error 1801210 when dequeueing a connection request (%sysError) Summary: This behavior has been mostly noticed on Unix platforms when the number of Siebel object managers enabled exceeds a certain threshold. SMI-00096: The maximum number of restarts (%1) for MinUpTime has been reached. The component (%2) will not be restarted again. Summary: This error is reported by the said component (%2) when it can no longer attempt to restart since it has hit the maximum number of restarts possible. SMI-00101: The server is busy, please try again later. Summary: The likely cause for this error is that the component ran out of resources to instantiate new tasks. SMI-00107: Internal: The context for the given task was not found Summary: The above error message is reported in the logs when a session initiated by the server is closed/terminated on account of timeouts. SMI-00116: Process exited with error - The minimum number of multithreaded server processes (%1) cannot be larger than the maximum number of multithreaded server processes (%2) Summary: The minimum MT server setting cannot exceed the maximum MT server settings. SMI-00126: The session timed out Summary: The session has surpassed its period of inactivity leading to it being closed/expired. SMI-00139: Internal: The process is in reconfiguration mode. Summary: This is merely an informative error message, indicating reconfiguration is underway. SMI-00204: Internal: The maximum number of Work Queue threads (%1) cannot exceed the maximum number of concurrent tasks (%2) Summary: The cause is as indicated in the error message, when the component is configured in such a manner that the number of worker queue threads exceed the maximum number of concurrent tasks. SRB - Server Request Broker Facility Summary: A listing of the Siebel Server Request Broker Errors SRB-00002: invalid argument Summary: This is a generic error message. It is usually accompanied by error message(s) that belong to other facilities. SRB-00003: no entry found Summary: This is a benign error message and can be safely ignored. SRB-00035: no current server Summary: This is a generic error message. It is usually accompanied by error message(s) that belong to other facilities. SRB-00040: can't open asynchronous SISNAPI connection Summary: This is an error message that is usually accompanied by error message(s) that belong to other facilities. SRB-00041: can't do SISNAPI handshake Summary: This is an error message that is usually accompanied by error message(s) that belong to other facilities. SRB-00047: (null) with key [(null)] is not available Summary: This is an error message that is usually accompanied by error message(s) that belong to other facilities. SRB-00051: no connection for the component Summary: This is an error message that is usually accompanied by error message(s) that belong to other facilities. SRB-00055: cannot store request or notification message

page 4 of 60


Summary: This is an informative error message reported by SRBroker indicating problems with the SRProc component. SRB-00061: process (%1) on Siebel Server (%2) terminated Summary: This is a generic error message reported when a process (%1) is terminated on the Siebel application server. SRM - Server Request Manager Facility Summary: A listing of the Siebel Server Request Manager Errors SRM-00001: Generic error : Cannot decode input data Summary: This error is usually reported in the Server Request Processor (SRProc) logs. SRM-00016: Process exited with error - Unable to initialize the Database environment Summary: Database connection failures can be on account of several reasons such as incorrect username/password, incorrect data source, and network connectivity issues etc. SSM - SISNAPI Session Manager Facility Summary: A listing of the Siebel SISNAP Session Manager Errors. SSM-00003: Unable to Establish SISNAPI connection Summary: The above error message indicates problems encountered at the communication layer proprietary to Siebel Systems Inc. called SISNAPI. SSM-00004: SISNAPI Hello failed. The server component could be down Summary: As the error message suggests, there is a failure in communicating with the said server component. SSM-00006: error sending message Summary: Likely causes for communication failures between SWSE and Siebel Application Server SVR - Server common layers (server/common) Facility Summary: A listing of the Siebel Server common layers Errors. SVR-00005: Stale or invalid Task handle Summary: The above error message is reported in the log files when the Siebel server fails to start up. SVR-00026: Unable to allocate shared memory Summary: This error message is most commonly reported alongside SVR-00005. SVR-00029: Shared memory has not been initialized Summary: This error message is most commonly reported alongside SVR-00005. SVR-00031: Attached to the wrong shared memory instance Summary: As the error message indicates, the Siebel server upon startup associated itself with an older/prior version of the shared memory file. SVR-01013: Internal: Cannot open a sisnconn to the scheduler: (null) Summary: This error is reported when a connection attempt fails SVR-01014: Internal: Could not send the HELLO message: (%1) Summary: This error is reported when an attempt to establish communication with a Siebel application server or server component running on it fails. SVR-01015: Internal: Could not send a SISNAPI message: (%1) Summary: The above error message is reported when an established connection/session amongst 2 entities (user-component, component-component) is terminated, or if a server component is shutdown. SVR-01042: Internal: Communication protocol error while instantiating new task Summary: The above error message is reported when an error is encountered while attempting to instantiate a new instance of a given component and is generic. SVR-01045: No components configured ! Summary: This error message is most commonly reported alongside SVR-00005. SVR-01051: SISNAPI connection refused, the server could be down: (%1) Summary: The above error message indicates that the Siebel server or component that is being contacted is not reachable. SVR-03004: No enterprise connect string for Siebel Component <Comp_Name> in Siebel Enterprise <Enterprise_Server_Name> Summary: The most likely cause for this error message is an incorrect Siebel Enterprise Server value. SVR-03005: No server connect string for Siebel Component <Component_Name> in Siebel Enterprise <Enterprise_Server_Name>, Siebel Server <Siebel_Server_Name> Summary: This error message is reported since the Siebel Web Server Extension (SWSE) cannot

page 5 of 60


connect to the said object manager using the connection details as specified in the connect string or in the application specific configuration file (*.cfg). SVR-04021: Internal: error executing OSSystem() Summary: The above error by itself does not provide sufficient context to troubleshoot the issue. It is usually accompanied by additional error messages outlining the specific process/call that it was unable to execute.

Siebel eBusiness Applications Environment The Siebel eBusiness Applications environment consists of 3 entities, listed in the table below:

Entity Description Siebel Clients Includes Siebel Web Client, Dedicated Web Client, Wireless

Client, Mobile Web Client, Handheld Client, and Siebel Tools Client.

Siebel Database Server and Siebel File System

Stores the data and physical files used by Siebel clients and Siebel Enterprise Server.

Siebel Enterprise Server Includes the Siebel Servers, Enterprise Server, and Siebel Gateway. Collectively, these entities provide both batch mode and interactive services to and on behalf of Siebel clients. Users may only install one Enterprise Server per machine.

The Siebel Enterprise Server environment represents the middle tier within the three-tiered Siebel eBusiness Applications environment.

page 6 of 60


A thorough understanding of the overall Siebel architecture and its entities is critical to successfully troubleshooting the issues surrounding its installation and administration.

Presentation Format The error message(s) are discussed and presented in the following format: Error Message (As reported to the user on the UI or within a Siebel log file)

Symptom or Error Message: (Some background to the error message and the symptoms under which they manifest themselves) Cause: (Outlines the reasons, cause for the failure) Diagnostic Steps: (Documents the steps to be taken to diagnose the failure) Solution: (Outlines the steps required by the user to address the failure)

Error Message Facilities The error messages in this document have been categorized based on “facilities”. A facility is a logical layer/section of the Siebel server infrastructure. The table below indicates the most common facilities that pertain to the Siebel Server administration routines/tasks. The document enlists the most commonly reported error messages within each such facility.

Facility Description ADM Server Administration GEN Siebel Generic NET Siebel networking layer (common/sisnapi) OMS Object Manager Server Subsystem OSD Operating system dependent layer (common/osd)SCC Server Common Configuration SCM Server Configuration Manager SMI Server management infrastructure (server/smi) SRB Server Request Broker SRM Server Request Manager SSM SISNAPI Session Manager SVR Server common layers (server/common)

Common log file locations

To facilitate easier troubleshooting enclosed is a glossary of various logs and their likely locations that are often referred to in this troubleshooting guide. Siebel Server logs: These logs are maintained in the “log” directory of the Siebel server root installation. In this location users shall find the master server logs (<$Enterprise_Server>.<$Siebel_Server>.log) and accompanying component specific logs as well (<Component_alias>_<TaskId>.log) for example, WfProcMgr_297000.log or eServiceObjMgr_enu_29704.log.

Siebel Web Server Extension or SWSE logs: These logs are maintained in the “log” directory of the Siebel web server extension root installation.

page 7 of 60


o On windows – they appear as ssYYMMDD.log o On UNIX – they appears as swenes<TaskId>.log

IIS logs: These are log files for the Microsoft Internet Information Services web server. IIS names log files according to a particular format that contains a prefix.

o extend, ex - W3C Extended Log File, Customizable format with a fixed set of properties. o ncsa, nc - NCSA Common Log File format, Fixed and standard NCSA time. o inetsv, in - Microsoft IIS Log File, Fixed format specific to IIS.

The Web server stores log files in the C:\winnt\system32\logfiles\w3svc1 folder for the default Web site, the c:\winnt\system32\logfiles\w3svc2 folder for the admin Web site, and so on for other Web sites users create.

iPlanet logs: These are log files for the iPlanet web server (now known as Sun One). Normally these logs are maintained for each individual server within this web server. For example - logs for server “https-Siebel” would be in $iplanet_root_install_directory/https-siebel/logs. The specific logs that one would look at would be

o access o pid o errors

NT/Win2000 event logs: These logs are operating system specific logs maintained in the windows environment. Navigate to “Event Viewer” from Start > Control Panel menu to view and save these logs. The specific logs that one would look at would be

o Application Event logs o System Event logs o Security Event logs

Common Troubleshooting Checks

To facilitate easier troubleshooting enclosed is a glossary of some of the common troubleshooting checks and the commands used to validate them. These checks are often referred to in this troubleshooting guide. How to start, stop or monitor the Siebel Gateway Server: To start the Siebel Gateway Name Server on Microsoft Windows NT:

1. Choose Start > Settings > Control Panel. 2. Double-click Services. Scroll through the list of services and select the Siebel Gateway Name

Server service. 3. Click Start. Windows NT will now start the Siebel Gateway Name Server service. This may take

a few seconds. Once the service is started, the Status field will change to Started.

To stop the Siebel Gateway Name Server on Microsoft Windows NT:

1. See the commands above and double-click the Siebel Gateway Name Server service and Click the Stop button.

To monitor the Siebel Gateway Name Server on Microsoft Windows NT:

1. See the commands above and look at the Status field and see if it says Started or it is blank.

page 8 of 60


To start the Siebel Gateway Name Server on Microsoft Windows 2000:

1. Right-click on My Computer. 2. Click Manage. The Computer Management panel appears. 3. In the Tree applet, double-click Services and Applications. 4. Click Services. 5. In the right applet, scroll through the list of services and select the Siebel Gateway Name Server. 6. Right-click on the Siebel Gateway Name Server and select Start. Windows 2000 will now start

the Siebel Gateway System Service. This may take a few seconds. After the service has started, the Status field will change to Started.

To stop the Siebel Gateway Name Server on Microsoft Windows 2000:

1. See the commands above and double-click the Siebel Gateway Name Server service and Click the Stop button.

To monitor the Siebel Gateway Name Server on Microsoft Windows 2000:

1. See the commands above and look at the Status field and see if it says Started or it is blank. To start the Siebel Gateway System Service on UNIX:

1. Log in as the Siebel Service owner user. 2. Run the siebenv.sh or siebenv.csh script to set the Siebel environment variables. 3. Enter:

start_ns

To stop the Siebel Gateway System Service on UNIX

1. See the commands above and Enter: stop_ns

To monitor the Siebel Gateway System Service on UNIX

1. See the commands above and Enter: list_ns

How to start, stop or monitor the Siebel Application Server: To start the Siebel Application Server on Microsoft Windows NT:

1. Choose Start > Settings > Control Panel. 2. Double-click Services. Scroll through the list of services and select the desired Siebel Server

service (the enterprise name and Server name will be indicated in square brackets). 3. Click Start. Windows NT will now start the Siebel Application Server service. This may take a few

seconds. Once the service is started, the Status field will change to Started.

To stop the Siebel Application Server on Microsoft Windows NT:

1. See the commands above and double-click the Siebel Application Server service and Click the Stop button.

To monitor the Siebel Application Server on Microsoft Windows NT:

1. See the commands above and look at the Status field and see if it says Started or it is blank.

page 9 of 60


To start the Siebel Application Server on Microsoft Windows 2000:

1. Right-click on My Computer. 2. Click Manage. The Computer Management panel appears. 3. In the Tree applet, double-click Services and Applications. 4. Click Services. 5. In the right applet, scroll through the list of services and select the desired Siebel Server service

(the enterprise name and Server name will be indicated in square brackets). 6. Right-click Siebel Server and select Start. Windows 2000 will now start the Siebel Application

Server Service. This may take a few seconds. After the service has started, the Status field will change to Started.

To stop the Siebel Application Server on Microsoft Windows 2000:

1. See the commands above and double-click the Siebel Application Server service and Click the Stop button.

To monitor the Siebel Application Server on Microsoft Windows 2000:

1. See the commands above and look at the Status field and see if it says Started or it is blank. To start the Siebel Application Service on UNIX:

1. Log in as the Siebel Service owner user. 2. Run the siebenv.sh or siebenv.csh script to set the Siebel environment variables. 3. Enter:

start_server siebel_server_name where: siebel_server_name = Name of the Siebel Server

To stop the Siebel Application Server on UNIX

1. See the commands above and Enter: stop_server siebel_server_name

To monitor the Siebel Application Server on UNIX

1. See the commands above and Enter: list_server siebel_server_name

How to enable a Siebel Component Group or check to see if it is enabled: To enable the Siebel Component Group at the enterprise level in the Siebel Client:

1. Navigate to Site Map > Server Administration > Enterprise Configuration screen. 2. Click the Enterprise Component Groups view tab. 3. In the top Enterprise Component Groups list, select the component group users want to enable. 4. Click the menu button and then Enable Component Group. The Enabled State field changes to

Enabled. 5. Synchronize batch-mode Siebel Server components. 6. Stop and restart the Siebel Application Server for the changes to take effect.

To enable the Siebel Component Group at the server level using the Server Manager srvrmgr utility:

page 10 of 60


1. srvrmgr> enable component group <Comp_group_alias_name> for server <Siebel_Server_Name>

2. Stop and restart the Siebel Application Server for the changes to take effect.

To check if the Siebel Component Group is enabled in the Siebel Client:

1. Navigate to Site Map > Server Administration > Enterprise Operations. 2. Select the Enterprise Server in the top applet 3. Tab to “Component Group Assignment” view in the lower applet. 4. In the top Component Groups list, query for the component group and look at the Enabled State

field. To check if the Siebel Component Group is enabled in the Server Manager srvrmgr utility:

1. srvrmgr> list comp groups for server <Siebel_Server_Name>

How to enable, start or monitor a Siebel Component: To enable an assigned Siebel Component using the Server Manager srvrmgr utility:

1. srvrmgr> online component <component_alias_name> for server <Siebel_Server_Name>

To enable an assigned Siebel Component in the Siebel Client:

1. Navigate to Site Map > Server Administration > Siebel Servers screen. 2. Click the Server Components view tab. 3. In the Server Components list, select the assigned component users want to make available. 4. Click Online. After the component is enabled, its Component State field changes to Online.

To start an assigned Siebel Component using the Server Manager srvrmgr utility:

1. srvrmgr> startup component <component_alias_name> for server <siebel_server_name>

To start an assigned Siebel Component in the Siebel Client:

1. Navigate to Site Map > Server Administration > Siebel Servers screen. 2. Click the Server Components view tab. 3. In the Server Components list, select the assigned component users want to start. 4. Click Startup. When the component starts, its Component State field changes to Starting Up. 5. After the component is started, its Component State field changes to Running or Online.

To monitor an assigned Siebel Component in the Siebel Client:

1. See the commands above and look at the Component State field to see the current status.

To monitor an assigned Siebel Component for a particular server using the Server Manager srvrmgr utility:

1. srvrmgr> list component for server <Siebel_server_name>

How to synchronize batch-mode Siebel Server components in the Siebel Client:

1. Navigate to Site Map > Server Administration > Enterprise Configuration screen. 2. Click the Batch Component Admin view tab.

page 11 of 60


3. In the Batch Components list, click Synchronize. This operation may take up to a minute to execute. After the operation is finished, a list of the batch components will be displayed.

How to check network connectivity between the Siebel entities:

1. Use utilities like ping or telnet to test the network connectivity between the Siebel entities. How to check the information in the eapps.cfg file located in the <SWSE installation>\bin directory:

1. The eapps.cfg file contains configuration information that was entered during the configuration of the Siebel Web Server Extension, including identity and connectivity information for the Application Object Managers, and login and security settings. Check the connect string(s) in the eapps.cfg file to ensure that the information is correct. Here is a sample connect string - what users need to verify for its correctness.

[/eservice] AnonUserName = SADMIN AnonPassword = SADMIN ConnectString = Siebel.TCPIP.NONE.none://<gateway_host_name>:2320/<Enterprise_Server_Name>/eServiceObjMgr/<Siebel_Server_Name>

2. Additionally look to see if the parameters pertaining to time outs have been altered. These parameters can be found in the “[defaults]” section of this file and the unit of measure is in seconds and below is the default values:

• AnonSessionTimeout = 900 • GuestSessionTimeout = 300 • SessionTimeout = 900

Refer to the Bookshelf "Siebel Server Installation Guide for UNIX" (OR) "Siebel Server Installation Guide for Windows", Appendix D "Structure of the eapps.cfg File", Table 38. Guidelines for Setting Session Time-Outs. This table outlines permissible settings for each of these parameters.

3. Any changes in the eapps.cfg file require the Web Server (for example IIS Services) to be re-

started for the changes to take effect. Additionally, users will need to stop and restart the Siebel Gateway Server Services and Siebel Application Server Services. In the Windows platform, the order is as follows:

• Stop the IIS Administration Service. • Stop the Siebel Server. • Stop the Siebel Gateway. • Start the Siebel Gateway. • Start the Siebel Server. • Start the World Wide Web Publishing Service.

Error Messages ADM - Server Administration Facility ADM-01042: Login failed for specified username, password, and ODBC datasource combination Symptom or Error Message SBL-ADM-01042: Login failed for specified username, password, and ODBC datasource combination

page 12 of 60


This error message is most often reported in combination with the error messages below: NET-01003: Internal: invalid encryption authentication information SRM-00016: Unable to initialize the Database environment To effectively troubleshoot this error one needs to understand where and in what context the error is being reported. Cause The error message is indicative of its cause:

1. It indicates an incorrect username or password combination, or incorrect data source. If the error is reported in a server component's log file, the likely scenario is that the one or more of these parameters set at the component level is incorrect.

2. If in the event that the above parameters are correct, then the error can also be reported when

the database connection is unable to be established (this could be due to the database server being down, network connectivity issues between the Siebel server and database server, incorrect versions of the database client connectivity software).

3. If this error is reported when a user accesses the Server Administration UI screens, it could be

due to the user not having the required “Siebel Administrator” responsibility. Diagnostic Steps

1. Verify the username, password and datasource values at the component level. The username and datasource can be verified from the component log file. The password is not indicated in the log file.

2. Verify database connectivity is not an issue – test connection outside of the Siebel environment

(such as via SQL*Plus (in case of Oracle) or Query Analyzer (MSSQL) or command center (in case of DB2).

3. Verify network connectivity is not an issue between the database server and the Siebel server. 4. Verify connection from within the Siebel environment (via “odbcsql” utility [FAQ: 1113]). 5. Verify supported versions of the database client connectivity software that is being used (check

against Siebel System Requirements and Support Platforms (SRSP) found on SupportWeb). 6. Verify if the user has “Siebel Administrator” responsibility (In the Siebel client, navigate to Site

Map > Application Administration > Responsibilities). Solution

1. If the username, password and/or datasource are incorrect at the component level, re-enter the values (either from the Server Administration UI screens or Server Manager command line) and restart the Siebel server.

2. Resolve any network or database connectivity related issues.

3. If incorrect client connectivity software is present, reinstall the software to comply with the requirements outlined in the SRSP.

page 13 of 60


4. Grant the user “Siebel Administrator” privileges only if the error was encountered upon accessing the Server Administration screens (that is, provided the user is entitled to access those views).

ADM-01050: The specified component is not active on this server Symptom or Error Message SBL-ADM-01050: The specified component is not active on this server The above error message is reported when the Siebel server component attempting to be contacted is not available. Cause Component in question is not accessible for the following reason(s):

1. Either the component is shutdown, not enabled and/or disabled at the moment.

2. Or the component group to which this component belongs to - is shutdown, not enabled and/or disabled.

Diagnostic Steps

1. Verify the component group to which the component belongs to is “enabled” on and “assigned” to the Siebel Server of the user’s choice.

2. If the component group is enabled, ensure that the component is online or running.

Solution

1. If the component group is not “enabled” and assigned, enable the component group in question.

2. If the component group is enabled and the component itself is not, then enable the component. ADM-02039: INTERNAL: SA_ERR_EOF Symptom or Error Message SBL-ADM-02039: INTERNAL: SA_ERR_EOF (sacmdl.cpp 29(351) err=902039 sys=902058) ADM-02039: INTERNAL: SA_ERR_EOF maybe reported for a component when it starts up or an instance of it is invoked. Cause This could most likely be reported in the case of an incorrect value/setting provided to a parameter(s) for a server component (either for a newly created component at the time of creation or for an existing component that has been modified). Diagnostic Steps En-list the parameters for the particular component and verify if any incorrect values have been specified for any of its parameter(s). For further documentation reference on acceptable parameter values, refer to the following:

page 14 of 60


1. “Siebel Server Administration Guide”, Appendix A. “Server Components and Parameters”

2. “Siebel Server Administration Guide”, chapter “Application Object Manager Administration”,

section “Siebel Application Object Manager Parameters” (if component is an object manager)

3. “Siebel Server Administration Guide”, chapter “Using the Server Manager GUI”, section “Parameter Administration”

4. “Siebel Server Administration Guide”, chapter “Using the Server Manager Command-Line Interface”, section “Siebel Server Manager Commands”, sub-section “Parameter Management Commands”

Solution If there is a need to edit incorrect values at the component level, users can choose to edit them from the UI or command line. From Server Admin UI

1. Navigate to Site Map > Server Administration > Components, select view tab “Component Parameters” in the bottom applet. Edit the appropriate parameters from this view. Stop and restart the Siebel server services for the changes to take effect.

From Server Manager Command-Line

1. Invoke “srvrmgr” utility from command line, and then issue the following command to edit the particular parameter.

change parameter <parameter_alias_name1>=<value1>, <parameter_alias_name2>=<value2> for component <component_alias_name>

2. Stop and restart Siebel server services for the changes to take effect.

ADM-02044: No connections found to any active servers Symptom or Error Message SBL-ADM-02044: No connections found to any active servers. This error might be reported in the dedicated client as well as the web server (swse) logs. Cause and Diagnostic Steps and Solution Refer to "FAQ 1323: What does error ADM-02044 mean and what are the possible causes?" ADM-02049: There is no connected server targetted for that command Symptom or Error Message SBL-ADM-02049: There is no connected server targetted for that command (sacmd.cpp 10(388) err=902049 sys=0) ADM-02049: There is no connected server targetted for that command.

page 15 of 60


The above error message is usually reported upon invocation of a server manager session either via the zero foot print client (in which case the error is reported in <ObjMgr_specific>.log and on the UI) or within a srvrmgr session (in which case the error is reported in the <srvrmgr.log>). Cause The cause for this error message is likely on account of:

1. The Siebel gateway server is unable to make a connection with the Siebel application server (and/or Siebel enterprise server) on account of the service is not running.

2. The service is running but there are connectivity issues between the Siebel gateway server and the Siebel application server(s) (if deployed on separate machines).

Diagnostic Steps

1. Verify the Siebel server service is running. 2. Verify that network connectivity is not an issue between the Siebel gateway and Siebel

application server. Solution

1. Start the Siebel server service(s) if it is not running.

2. Restore network connectivity between the Siebel gateway and Siebel application server(s). ADM-02071: Enterprise server <value> not found in gateway server Symptom or Error Message SBL-ADM-02071: Enterprise server %1 not found in gateway server (samisc.cpp 9(510) err=4400005 sys=0) SCC-00005: Internal:No more items found. (sasess.cpp 9(365) err=902071 sys=0) ADM-02071: Enterprise server <value> not found in gateway server Cause This error is usually reported at times when a server administration session is invoked from the command line with an incorrect value for the Siebel enterprise server. Diagnostic Steps Check the values specified for arguments “e” and “s” while invoking “srvrmgr” command line (where “e” represents the Siebel enterprise server and “s” the Siebel application server). Most likely one or both of these parameters are incorrect which is why the Siebel gateway server has no record of its existence in its backing file (siebns.dat). Solution Verify “e” and “s” arguments are indeed the correct Siebel enterprise and application server respectively when invoking the srvrmgr command line.

page 16 of 60


ADM-02077: Server name must be specified for this operation Symptom or Error Message SBL-ADM-02077: Server name must be specified for this operation This error message is reported when the Siebel server is not explicitly provided for any of the “srvrmgr” command line interface commands. Cause The above error is reported since the server manager command does not have the context of a Siebel server within which it needs to execute the said command. Diagnostic Steps

1. Verify if while invoking “srvrmgr” command line utility, the /s (windows) or -s (UNIX) argument was provided.

2. Additionally for commands executed within a “srvrmgr” session ensure the clause “server <Siebel_Server_Name>” was also specified.

Solution

1. Provide a value for the argument (/s or –s) when invoking the srvrmgr utility. 2. Provide the clause “server <Siebel_Server_Name>” when issuing commands.

For example: start task for component Dbxtract server app01 (This would start an instance of the Dbxtract server component on application server “app01”)

ADM-02527: Parse Error: Expecting <param>=<value> instead of "(null)" Symptom or Error Message SBL-ADM-02527: Parse Error: Expecting <param>=<value> instead of "%1" ADM-02527: Parse Error: Expecting <param>=<value> instead of "(null)". This error message could be reported when an instance of the component is started with parameter values that are either incomplete, incorrect and/or lack thereof. Cause The cause for this error message is because of the fact that “srvrmgr” is unable to parse the parameter values into something legible/acceptable. The above error is then reported either in the server manager session and/or in the component specific log file. Diagnostic Steps Recheck the values for the various parameters for this component that users have configured/provided. Ensure they are correct and acceptable (in terms of format).

page 17 of 60


Solution In most cases, this could be the presence of a special character or reserved word that “srvrmgr” takes objection to. For example: Special Characters srvrmgr /g <gtwy_host> /e <entsrvr> /s <siebsrvr> /u <usr> /p <pwd> /c "run task for component eim server SS_CGD8 with config=abc.ifb, ExtendedParams="batchnum=4000"" (is incorrect since the second instance of the double quote is treated as the close of parameter input.) srvrmgr /g <gtwy_host> /e <entsrvr> /s <siebsrvr> /u <usr> /p <pwd> /c "run task for component eim server <siebsrvr> with config=abc.ifb, ExtendedParams=\"batchnum=4000\"" (is correct since backslash helps srvrmgr interpret/parse the parameter value correctly, treating it as a double quote.) GEN - Siebel Generic Facility GEN-00255: Process exited with error - Internal: Error during exec() Symptom or Error Message SBL-GEN-00255: Internal: Error during exec() <NoCompName> 38983 GEN-00255 Process exited with error - Internal: Error during exec() The above error message is usually reported in the master Siebel log [<$Enterprise_Server>.<$Siebel_Server>.log] file. Cause

1. This is a generic error message reported at times when components fail to startup or fail while in execution. The error message in itself is not indicative of the problem at hand. More detailed error messages can be found in the specific component’s log file (the one(s) that failed).

2. On occasions when this error is reported while several components fail upon Siebel server start-up, it could indicate a problem that is affecting the server installation as a whole.

Diagnostic Steps

1. In the former case, review the specific component(s) log file.

2. In the latter case, the following initial troubleshooting steps are recommended a. Ensure proper connectivity between all Siebel entities (inclusive of the database). b. Ensure versions of all ancillary applications are in compliance with those outlined in the

SRSP. (For example, Run-time C++ library version, X11 library versions, DB2 fix packs etc.) c. Ensure consistent versions of Siebel software are installed across all Siebel entities (that is

gateway, Siebel server, Siebel web server extension etc.) d. Confirm that the batch components like Batch Assignment have been synchronized. e. Perform an overall checkup on the installation (permissions, environment variables, disk

space levels, and memory levels) is also recommended. Solution

page 18 of 60


A few additional suggestions are also offered:

1. On AIX platforms, a shared memory concept is existent. On occasions, this might get affected causing failures of the server components to start up. Subsequent cleaning of this memory (slibclean) and restarting the services could assist in addressing the problem.

2. A recycle of the entire Siebel application server could help as well.

3. If the batch components have not been synchronized then synchronize and recycle the services for changes to take effect.

GEN-03002: Required parameter %1 is NULL Symptom or Error Message SBL-GEN-03002: Required parameter %1 is NULL This error message is usually always accompanied with an additional message, which is more indicative about the exact cause for failure. For example: GEN-03002: Required parameter szBuPrCol is NULL ASG-00024: Unable to load assignment object Account. Cause As the error message indicates in the above example, the component failed because it was missing a value for one of the parameters that it required. This error was reported in the Batch Assignment trace file and was encountered upon loading of the definition for the assignment object “Account” when one of its properties were found to be NULL. Diagnostic Steps In the event that the error message is not entirely indicative of the problem, additional tracing might be required at which point users might consider increasing the tracing levels at the component level to identify the exact parameter that was provided a NULL value. Solution

1. Once the parameter in question is identified, ensure users provide a valid value for this parameter (whether it is as a component parameter [pre-defined at the component level or provided at execution time] or defined at the repository level [within tools as in the above case for the Assignment object property]).

2. Restart Siebel server services if this change requires a restart OR re-compile a new SRF if the change was performed within Tools (this is required if the object that was changed in Tools requires a compilation for the change to take effect. Hint: Verify the value of the “No Compile” property for the object the users edited by selecting the “Type” in the object explorer window in Tools).

GEN-03006: Process exited with error - Error calling function: %1 Symptom or Error Message SBL-GEN-03006: Error calling function: %1

page 19 of 60


The above error message is reported when there is a failure to execute a particular function. The function is mentioned as a part of the error message. The error message in itself is not indicative of where and what the cause of failure is. It is almost always accompanied by additional error message(s) that provide further context to it and assist in the troubleshooting process. For example: Message: Table not found in dictionary, Additional Message: 2-1Q7A-5F2H (attrapi.cpp 4(854) err=700106 sys=0) ESC-00106: Error loading Attribute handle for Object Product Defect. (asgnobj.cpp 24(247) err=3006 sys=0) GEN-03006: Error calling function: WFObjectOpen Cause The above message was reported in the Batch Assignment log file. The above example illustrates how the additional message provides the required context. The definition for the workflow policy object “Product Defect” was reviewed within Siebel Tools to identify the attribute in question. Diagnostic Steps Since the error message is a generic indication of the failure of a function within the code, it is not feasible to offer targeted diagnostic steps other than to propose a deliberated approach that takes into account the additional error message(s) reported. The server component that failed with this error and increasing the trace or event log levels at the component level to obtain further detail that can assist in troubleshooting the specific cause for failure. Solution If a solution cannot be found on SupportWeb, then provide the appropriate log files with tracing enabled and open a new service request to Siebel Technical Support. GEN-05007: Unable to read the gateway server backing file Symptom or Error Message SBL-GEN-05007: Unable to read the gateway server backing file A process reports the above error message when it is unable to read, access the Siebel gateway server’s backing file (siebns.dat). Cause

1. Either the Siebel gateway server service was not running – causing the file to be inaccessible.

2. Or the process is running but the file is not to be found, existent in the location where it should reside (for example, $SIEBEL_ROOT\admin where SIEBEL_ROOT is the gateway server’s root installation directory)

Diagnostic Steps Verify that the gateway server services are indeed running and the process has the right information as to where the gateway server host is and if the backing file, siebns.dat, physically resides in that location. Solution Start the gateway services if it is found not to be running.

page 20 of 60


GEN-05009: Unable to connect to gateway server Symptom or Error Message SBL-GEN-05009: Unable to connect to gateway server NSC - ErrCode 5009 SysErr 0 (scbconn.cpp 5(107) err=5009 sys=0) GEN-05009: Unable to connect to gateway server (ssmsismgr.cpp 83(256) err=5009 sys=0) GEN-05009: Unable to connect to gateway server Login failed for Login name: sadmin The series of error messages could be reported in the SWSE logs or in the component-specific logs. Cause

1. Incorrect entries in connect string (in eapps.cfg) for the gateway server host name.

2. Gateway server service may not be running. 3. Siebel Server service is not running (although 1 & 2 are taken care of).

Diagnostic Steps

1. Verify if the connect string mentioned in the eapps.cfg is the correct hostname or the IP address.

2. Verify the gateway server service is started. 3. Verify the Siebel Server service is started.

Solution

1. If it is the host name, ensure it is indeed the gateway server’s host name. Also check to see if the gateway server service is running and users can ping the host (that is, network connectivity between web server and gateway server as well as between Siebel server and gateway server is not an issue).

2. If it is the IP address, then ensure it is the gateway server’s IP address; and there is no DNS host name to IP address resolution issues.

GEN-09103: Parameter value was never set (i.e. is null) Symptom or Error Message SBL-GEN-09103: Parameter value was never set (i.e. is null) "(smisched.cpp 17(265) err=9103 sys=0) GEN-09103: Parameter value was never set (i.e. is null)" Cause As the error message indicates, the component failed because it was missing a value for one of the parameters that it required. Diagnostic Steps

page 21 of 60


In the event that the component log file is not indicative of which exact parameter was missing its value, additional tracing might be required to figure that out. At which point users might consider increasing the tracing levels at the component level to identify the exact parameter that was provided a NULL value. Solution

1. Once the parameter in question is identified, ensure users provide a valid value for this parameter.

2. Restart Siebel server services if this change requires a restart OR re-compile a new SRF if the change was performed within Tools (this is required if the object that was changed in Tools requires a compilation for the change to take effect. Hint: Verify the value of the “No Compile” property for the object the users edited by selecting the “Type” in the object explorer window in Tools).

NET - Siebel networking layer (common/sisnapi) Facility NET-01003: Internal: invalid encryption authentication information Symptom or Error Message SBL-NET-01003: Internal: invalid encryption authentication information. Check if the encryption configuration parameters are consistent. This error message is generally encountered when the combination of ODBC source, username, and password stored in the Siebel Gateway Server (also known as Name Server) does not result in a successful connection between the Siebel Server and the database. Cause and Diagnostic Steps and Solution Refer to "FAQ 1399: How should the error NET-01003 be handled?" NET-01020: Internal: unknown hostname Symptom or Error Message SBL-NET-01020: Internal: unknown hostname This error message is almost always indicative of network connectivity issue between the Siebel Application Server-Siebel Gateway Server and/or the Siebel Web Server-Siebel Gateway Server. Situations when this error might be reported are while invoking a Server Administration session either:

1. Via "srvrmgr" command line

2. Via a dedicated client accessing the Server Administration screens

3. Via a zero foot print client session accessing the Server Administration screens The error might not manifest itself on the UI, but is rather reported in server log files maintained on the Siebel application server. Cause

page 22 of 60


It indicates that the Siebel entities referred to by host name or IP address are inaccessible for the one of following reasons:

1. Hostname to IP Address (DNS) resolution issues.

2. Network connectivity issues between the various Siebel entities (that is Siebel Web Server, Gateway Server and Siebel application server).

Diagnostic Steps

1. If it is an error being reported while attempting connection from within a zero foot print client session, check the eapps.cfg file and verify the connect string (verify validity of hostnames, IP address etc.)

2. If it is a “srvrmgr” command line session reporting the error, verify that the /g (windows) -g (UNIX) values are appropriate.

3. Verify network connectivity issues do not prevail between the various Siebel entities. Solution

1. If there are DNS issues then editing the hosts file to include the IP address and host name is a quick fix to the problem.

2. If there are incorrect entries in the connect string (that refer to the gateway server) – edit the

eapps.cfg to incorporate the right values (either host name or IP address). NET-01023: Peer disconnected Symptom or Error Message SBL-NET-01023: Peer disconnected NET-01023: Peer disconnected SSM-00006: error sending message The above error message is reported in circumstances where network connectivity is an issue. These issues could be between the Siebel Application Server-Siebel Gateway Server, the Siebel Web Server-Siebel Gateway Server or Siebel Application Server-Database Server. Cause

1. Hostname to IP Address (DNS) resolution issues

2. Network connectivity issues (that are either persistent or not) Diagnostic Steps Depending on where the errors are reported, users might have to concentrate on resolving network connectivity issues between those two entities. For example:

1. If the error is reported in the Siebel Application Server logs – then it is between Siebel Application Server and the database server.

page 23 of 60


2. If the error is reported in the Siebel Web Server extension logs – then it is between Siebel Web Server and the Siebel Gateway Server (or) Siebel Gateway Server and Siebel Application Server.

Solution Once users have identified the entities involved, work with the network administrator to resolve network connectivity issues (such as editing the hosts file etc.) NET-01033: The SISNAPI handshake timed out, the Siebel Service may not be running Symptom or Error Message SBL-NET-01033: The SISNAPI handshake timed out, the Siebel Service may not be running This error is reported when an attempt to establish communication with a Siebel application server or server component running on it fails. The request can be initiated by a user (such as at the time of initiating a zero foot print client session via the browser OR a Siebel remote sync client session initiated by a mobile user) OR when one server component is attempting to kick off an instance of another component (such as MQSeries Receiver component kicks off a Business Integration Manager task when it receives a message from the MQ Series messaging interface). SVR-01014: Internal: Could not send the HELLO message: (null) SMI-00033: The client exited without closing the SISNAPI connection SRB-00041: can't do SISNAPI handshake These error messages can be reported along side the above error. Follow the recommendations below to troubleshoot all of these error messages. Note: SISNAPI is Siebel Systems Inc. internal communication protocol. An error in this layer generally means that network communication between the entities involved is not functioning correctly. Cause This error is reported when an attempt to establish communication with a Siebel application server or server component running on it fails. The reasons for this failure could be one of many. Below is a list of a few of these reasons:

1. Component A is being contacted but a. It is not enabled b. If it is enabled it is not running c. If it is enabled and it is running, it does not have any more tasks left to service the above

request.

2. Component A is expected to be running on port # XYZ, but it actually is running on another port.

3. In some situations, for one component to launch an instance of another server component the request is handled by two key server components. Both these components are part of the "System Management" component group. If these components are not functional (running) errors of the above nature can be reported. a. Server Request Broker (SRBroker) b. Server Request Processor (SRProc)

Diagnostic Steps

1. Is the Siebel Server service running?

page 24 of 60


2. If the error is reported while a zero foot print client session is initiated, it manifests itself in the web

server logs. Check to see if the gateway server service, Siebel server service is running, the specific component (in this case it would be an object manager component such as CallCenter Object Manager) on this server is running and has ample Max Tasks to accommodate growing requests.

3. If the error is reported when two components are attempting to establish communication, check that the target component is running.

4. Check to ensure that all components that belong to "System Management" component group are functional and running.

Solution

1. Start the Siebel server service if it is found not to be running.

2. Start the server component in question that users are attempting to contact - verify that it has the appropriate settings for the component parameter called “Max Tasks” and it is running on the port # users are attempting to contact it on. If there is a firewall present, ensure that the port in question is open and accessible.

3. Ensure network connectivity issues do not exist between the several Siebel entities. NET-01034: The SISNAPI connection was closed by the peer Symptom or Error Message SBL-NET-01034: The SISNAPI connection was closed by the peer NET-01034: The SISNAPI connection was closed by the peer SVR-01015: Internal: Could not send a SISNAPI message: (null) The above error message is reported when an established connection/session between 2 entities (user-component, component-component) is terminated, or if a server component is shutdown. The SVR error is usually reported alongside it. Cause The connection could have been lost due to several reasons such as:

1. Closed due to inactivity (similar to idle connection time out)

2. On account of network connectivity issues (in which case it would be an abrupt drop of the connection)

3. (Or) simply because the component being contacted is/was shut down and hence is not responding back.

Diagnostic Steps

1. Identify the component that is reporting this error, and if applicable, also identify the component it was attempting to contact.

page 25 of 60


2. Identify if the close of connection is due to inactivity (Try to identify when the last communication was established and if users can identify a pattern in these disconnects)

3. Identify if the component being contacted is up and running and has not been shut

down/terminated. Solution There are several places where time outs of connections can be specified, check if any of the ones that are listed below is responsible for this loss of connection.

1. Within the Siebel application

a. At the Siebel enterprise server level, Siebel server level and server component level, look to see if users have recently altered any of the following parameters pertaining to time outs at any of these levels. • ConnIdleTime = [SISNAPI connection maximum idle time, default=-1, which disables this

feature] • SCBTimeout = [Timeout for the Resonate CDAction command to execute (in seconds),

default=600(10 mins.), applicable if users are using Resonate Central Dispatch Load Balancing]

The easiest way to identify if such a change was indeed made is by enlisting the parameters at each level and checking to see if it is set to anything other than the above defaults. Invoke a srvrmgr session (do not specify the /s or -s switch to connect to a specific Siebel server - this way users are connected to the enterprise as a whole – for example: • To list enterprise parameters: list enterprise parameter • To list server parameters: list parameter for server <Siebel_server_name> • To list component parameters: list parameter for component

<component_name> for server <Siebel_server_name>

At the Siebel Web Server extension level (SWSE) (in the eapps.cfg file) look to see if users have recently altered any of the parameters pertaining to time outs.

2. Outside of the Siebel application

a. Database level for example, dead connection detection within Oracle. Check with the Database Administrator to assist with this step.

b. Network level to handle network inactivity. Check with the Network Administrator to assist with this step.

NET-01201: Internal: connect() failed: %1 Symptom or Error Message SBL-NET-01201: Internal: connect() failed: %1 This error message is generally reported when a connection attempt fails. This connection could have been between user and component or component and component. "%1" usually contains a more indicative cause for failure. At times, an additional error message is also generated that accompanies it. The supporting error message(s) hold valuable context information that can assist in the troubleshooting process. For example:

page 26 of 60


NET-01201: Internal: connect() failed: Connection timed out. SVR-01013: Internal: Cannot open a sisnconn to the scheduler: (null) Cause In general, the cause for being unable to connect could range from:

1. Incorrect connect strings maintained in the eapps.cfg (such as wrong hostname, IP address, port # etc.)

2. Connectivity issues between the various Siebel entities (such as if there is any firewall presence

in between the entities initiating and responding to the connectivity request that might prevent the request from getting thru (or) referring a machine with its internal IP address from outside of a firewall when Network Address Translation (NAT) is enabled.)

3. If Resonate is in the mix, incorrect settings on Resonate related parameters could affect

connection requests (due to timeouts). Diagnostic Steps

1. Identifying the two entities involved is critical to resolving the cause for this error message.

Identify the log file in which the error was reported (that would be the request initiator), then work to identify the target component. In the above example, this error was reported in the local client side log (with enhanced tracing). The user was attempting to open a file attachment when he encountered the error. Siebel components are registered with the Siebel Gateway Server when the service starts up. When the Siebel Dedicated Web Client attempts to view an attachment, it connects to the Siebel Gateway Server in order to obtain the Siebel Server connect string where File System Manager (FSM) is running. This connect string is used to contact the FSM on the said Siebel Server. Hence the initiator would be "Siebel Dedicated Web Client", and the target component is the FSM component.

2. Identify the details of the connection, so as to validate them.

The SISNAPI connect string for this Siebel Server contained an internal IP address of the Siebel Server. Since the dedicated web client was outside of the firewall, and NAT was in place the request failed on account of an invalid IP address (as the internal IP address is not recognizable outside of the firewall).

Solution Validate and correct the connectivity details, this should ensure that the connection attempt is successful. NET-01218: Connection refused by server <Server_Name>, no one is listening on port <port#> Symptom or Error Message SBL-NET-01218: Connection refused by server %1, no one is listening on port %sysError. The above error message is reported when a connection attempt to contact a specific component running on the Siebel server and listening on particular port number failed. Cause

page 27 of 60


At the time of the Siebel server startup, the Siebel gateway server records all components and the respective ports that they start on. When a request to connect to a certain component is received, the Siebel gateway server provides the necessary information to route this request to the appropriate component and port. The connection failure could be due to several reasons such as:

1. The request to connect to the component is directed to the wrong port (the request itself might be accompanied with a hard coded port # in it – which might not be the port at which the component is actually started on).

2. The port at which the component is running might be behind a firewall that prevents it from being

accessed. 3. The component being contacted might not be running. 4. The Siebel server might not be running and hence the component is un-available.

Diagnostic Steps Since this is basically a failed connection attempt, the first things one should verify is:

1. The Siebel Server is running. 2. The Component being contacted is also running. 3. Identify the port number the component has started up on (refer to the

<Enterprise_Server>.<Siebel_Server>.log file to secure this information). Most likely the port # will not match with the port # specified in the error message. In which case it would indicate that the request is attempting to connect with the component at the wrong port.

4. If it matches that would indicate that it is attempting to connect at the right place but has failed

due to the component being unable to service the request. Possible causes for this could be the component has run out of tasks to service the request, or a firewall between the requestor and initiator is preventing the request from being serviced.

Solution Ensure the above recommendations are taken care of. If the request has a hard coded reference to a specific port #, either ensure that this is removed or ensure that the component does start up on this port # (configure the component and provide it a "static" port). Note: As a general recommendation it is preferred that components that belong to the "System Management" component group are not assigned "static" ports. (such as SRBroker, ReqProc etc.) OMS - Object Manager Server Subsystem Facility OMS-00101: Error (null) loading product configuration information Symptom or Error Message SBL-OMS-00101: Error %1 loading product configuration information OMS-00101: Error xxxxx loading product configuration information OMS-00101: Error (null) loading product configuration information OMS-00107: Object manager error: (Could not find 'XXXXX' named 'YYYYYYY')

page 28 of 60


Cause

1. Usually this indicates a problem with finding certain definitions that are expected to be present within a SRF file but is not actually present. Either the definitions are not present or are incomplete in the SRF (that is being used/loaded).

2. In some occasions, an incorrect application’s configuration might be loaded causing this error to

be reported. That is, application “Siebel Marketing Enterprise” is specified in the configuration file instead of “Siebel Universal Agent”. In such cases, this error message is reported alongside OMS-00107.

Diagnostic Steps Depending on which server component is accessing these definitions (such as a Siebel object manager attempting to run a workflow process from within its user session, or a workflow process manager component that is running a workflow process on its own), such errors can be reported in the component specific log file. Solution

1. In situations concerning the SRF file - it is always recommended to compile a fresh SRF from Siebel Tools and use the new copy instead of the old one. This will ensure that the latest and greatest configuration definitions are available in the SRF file.

2. In the case of incorrect Application Name in the Siebel Dedicated Web client, edit the

configuration file specific to the Siebel server component and ensure the correct Application Name is populated. The “ApplicationName” entry can be found in the [Siebel] section of a configuration file.

… [Siebel] RepositoryFile = Siebel.srf ApplicationName = Siebel Universal Agent …

OMS-00102: Error (null) logging in to the application Symptom or Error Message SBL-OMS-00102: Error %1 logging in to the application OMS-00102 Error (%1) logging in to the application OMS-00102 Error (null) logging in to the application The above error message is typically reported when the server component has trouble connecting to the database. Cause There are several reasons that can cause connectivity problems with the database. A few of which may be:

1. Database abruptly going down, or brought down for maintenance. 2. Database client connectivity software is improperly configured thus not being able to connect to

the database.

page 29 of 60


3. Improper versions of database client connectivity software (refer to SRSP to comply with supported versions and platforms)

4. Incorrect username/password combinations and/or insufficient privileges to connect to the

database. 5. There is a limit to the amount of connections (or connections for a given login) for that database.

Diagnostic Steps Attempt to connect to the database outside of the Siebel environment using a native application such as Oracle SQL*Plus or MSSQL Query Analyzer or DB2 Command Center to verify database connectivity. Solution Restoring the database connectivity and subsequent recycling of the Siebel server services should correct these errors. OMS-00107: Object manager error Symptom or Error Message SBL-OMS-00107: Object manager error: (%1) OMS-00107: Object manager error: (An additional error message is also reported) This is a generic error message that is usually accompanied by other error messages indicative of the true problem. Cause This error message in itself is not indicative of a specific problem/issue at hand. The additional error message that accompanies this error is more specific to the issue. Use the additional error message for troubleshooting purposes. Diagnostic Steps and Solution Not applicable OMS-00203: Error <XXXXX> invoking method "<method_name>" for Business Service "<business_service_name>" Symptom or Error Message SBL-OMS-00203: Error %3 invoking method "%2" for Business Service "%1" This error message is usually reported when errors are encountered upon executing a method within a business service. The error message is usually accompanied with an additional follow up error message that indicates reason for failure, as shown in the example below: OMS-00203: Error 33016 invoking method "RunProcess" for Business Service "Workflow Process Manager" Error invoking service 'EAI Siebel Adapter', method 'Upsert' at step 'Update Camp Con'.

page 30 of 60


Cannot find entry '0-R9NH' in the bounded pick list for the field 'Contact Organization' in integration component 'Contact' (IDS_ERR_EAI_SA_PICK_VALIDATE)) Cause The cause for the error is peculiar to each situation hence covering all possible scenarios is not feasible. The additional/accompanying error message is usually indicative of the problem at hand. As in the above case, it was caused due to a missing entry in a bounded pick list. Diagnostic Steps To further diagnose this problem, one can choose to increase “Object Manager Business Service” event level logging for the specific server component. For example, if this error was reported within a Call Center Object Manager user session, the following event level would be raised to acquire more details on the reason for this failure. (Some additional event level logging might also be required and varies from case to case). srvrmgr> change evtloglvl ObjMgrBusServiceLog=5 for comp SCCObjMgr_enu Reviewing the subsequent logs will assist in troubleshooting this error message. Solution Not applicable – as the solution varies with each specific situation. OSD - Operating system dependent layer (common/osd) Facility OSD-00001: Internal: Function call timed out (%sysError) Symptom or Error Message SBL-OSD-00001: Internal: Function call timed out (%sysError) This error is usually reported in the following log files “sw_cfg_util.log”. This log file is usually updated during upgrade routines (such as while running upgrep, upgphys), during remote database initializations, while building/maintaining the server database (initial seed data, repository import). Cause This is a benign error reported in the inner most layers of the Siebel architecture – the layer that interacts with the underlying operating system. Diagnostic Steps and Solution This error can be ignored since it is a benign error. OSD-00015: Internal: The object already exists (%sysError) Symptom or Error Message SBL-OSD-00015: Internal: The object already exists (%sysError) In certain instances, while attempting to start the Siebel Server Service on a Windows 2000 Advanced Server Clustered environment, the above error message might be reported in the master Siebel log file (<$Enterprise_Server>.<$Siebel_Server>.log)

page 31 of 60


Cause The error message most likely indicates that the system could not create the required semaphore in memory, as it already exists. Diagnostic Steps Not applicable. Solution The root cause could be likely due to a mis-configured disk. Disk failures could also account for the above error message. Check with the system administrator to verify disk integrity on the machine where the above error was reported. OSD-00034: Internal: Cannot create a new process (%sysError) Symptom or Error Message SBL-OSD-00034: Internal: Cannot create a new process (%sysError) The above error by itself does not provide sufficient context to troubleshoot this issue. It is usually accompanied by additional error messages outlining the specific process that it was unable to create/run. For example in the case below OSD-00034: Internal: Cannot create a new process (2) SVR-04021: Internal: error executing OSSystem() C:\Program Files\Resonate\bin\CDAction.exe -t 300 127.0.0.1 ****** status Cause As in the above example, the specific process it was unable to run was for “CDAction.exe”, which is a Resonate executable. It was determined that the above executable was not present as all components of the Resonate software were not selected upon installation – so the installation in essence was incomplete. Subsequent installation of these components resolved the issue. Diagnostic Steps Use the additional error messages to build sufficient context and know-how about where and for what reasons the error is being reported. This should assist in the troubleshooting as demonstrated in the above case. Solution Not applicable since it is a generic message by itself. OSD-00204: Internal waitpid() failed with error %sysError Symptom or Error Message SBL-OSD-00204: Internal waitpid() failed with error %sysError

page 32 of 60


This error is generally reported in the master Siebel log file (<$Enterprise_Server>.<$Siebel_Server>.log). Resonate software is most likely installed and configured in these instances as well. OSD-00204: Internal waitpid() failed with error 1300204 /resonate/bin/CDAction -t 60 127.0.0.1 ****** do_batch /Siebelprod/siebsrvr/temp/Siebelprod.1_scb.txt i_err OSD-00204: Internal waitpid() failed with error 0 Cause These error messages can be ignored. It has no side effects to the Resonate or the Siebel application software. These error messages are logged in (<$Enterprise_Server>.<$Siebel_Server>.log). file when the Siebel Server is started and it registers its components with Resonate in a batch style mode. Diagnostic Steps and Solution Not applicable OSD-00230: Internal: gethostbyname_r ()failed with error. (%sysError) Symptom or Error Message SBL-OSD-00230: Internal: gethostbyname_r ()failed with error. (%sysError) The above error message is usually reported in the master Siebel log file (<$Enterprise_Server>.<$Siebel_Server>.log) upon Siebel server start up. As the error message indicates, the Siebel server fails to start up or starts up briefly to only fail right after. There seems to be a problem with accessing this machine by its host name. Cause There is a problem with accessing the machine in question using its host name for the following possible reasons:

1. Either the host name being referred to is incorrect to begin with. 2. Or there seems to be a network issue preventing a connection to this machine/host.

Diagnostic Steps

1. Firstly verify if the hostname for the Siebel server being referred to is correct. The gateway server-backing file [siebns.dat] contains this information – look for the following entry in it (open it in a text editor and conduct a search)

/enterprises/<enterprise_name>/servers/<Siebel_server_name>/parameters/Host Value = "<host-name>"

2. If the host name is correct, most likely there are network connectivity issues that are preventing

the machine from being accessed by its host name (possible DNS conversion issues are likely as well).

Solution

1. If the host name is incorrectly defined, users can correct it in two ways

page 33 of 60


a. From command line “srvrmgr”

change parameter host=<new_host_name> for server <Siebel_server_name>

b. From server administration screens [UI] Navigate to Site Map > Server Administration > Servers. Select the Server Parameters tab in the bottom applet, and search for the “Host Name” parameter and re-enter the new/correct host name. Requires a Siebel server re-start for the changes to take effect.

2. If it is the latter cause, then consult the network administrator to resolve such issues.

OSD-01000: Process exited with error - Internal: The process attempted to read from or write to a virtual address for which it does not have the appropriate access Symptom or Error Message SBL-OSD-01000: Internal: The process attempted to read from or write to a virtual address for which it does not have the appropriate access This error message is usually reported when a crash (windows) is experienced on the Siebel application server machine. A specific component (or an instance of it) or the Siebel server as a whole crashed in this case. The operating system for the Siebel application server is Windows Cause The error message by itself does not hold information relevant to troubleshooting the crash. It only indicates its occurrence. As a normal practice, Siebel Technical Support request that users install and enable external debugging utilities that will facilitate a memory dump capture which can be further analyzed by Siebel Support [Refer to "Technical Note 507: How to install and configure 3rd party tools to capture dump files on Microsoft Windows"]. Contact Siebel support for further recommendations in this matter. Diagnostic Steps and Solution Not applicable - Since it varies from case to case. OSD-02001, OSD-02002, OSD-02003, OSD-02004, OSD-02005, OSD-02006, OSD-02007, OSD-02008, OSD-02009, OSD-02010, OSD-02011, OSD-02012, OSD-02013, OSD-02014, OSD-02015, OSD-02016, OSD-02017, OSD-02018, OSD-02019, OSD-02020, OSD-02021, OSD-02022, OSD-02023, OSD-02024, OSD-02025, OSD-2026, OSD-02027, OSD-02028, OSD-02029, OSD-02030, OSD-02031, OSD-02032, OSD-02033, OSD-02034, OSD-02035, OSD-02036 Process exited with error - Process exited because it received signal SIG<signal> Symptom or Error Message SBL-OSD-02001: Process exited because it received signal SIGHUP All the above error messages are usually reported when a core (UNIX) is experienced on the Siebel application server machine. A specific component (or an instance of it) or the Siebel server as a whole

page 34 of 60


generated a core in this case. The operating system for the Siebel application server resides on a Unix flavor. Cause The error message by itself does not hold information relevant to troubleshooting the core. It only indicates its occurrence. As a normal practice, Siebel Technical Support request that users install and enable external debugging utilities that will facilitate a capture of this core which can be further analyzed by Siebel Support [Refer to "FAQ 1876: How can users prevent core files from being overwritten on UNIX platforms?"] Contact Siebel support for further recommendations in this matter. Diagnostic Steps and Solution Not applicable - Since it varies from case to case. SCC - Server Common Configuration Facility SCC-00005: Internal:No more items found. Symptom or Error Message SBL-SCC-00005: Internal:No more items found. This error message is usually reported while invoking a Siebel server administration session via the command line utility “srvrmgr” and/ or the server administration UI screens. It usually gets reported alongside other error message(s), for example: SCC-00005: Internal:No more items found. ADM-02071: Enterprise server not found in gateway server ADM-02044: No connections found to any active servers. Cause The likely cause of this error could be the fact that the client failed to establish a successful Siebel server administration session. As to why it could not connect, possible reasons are:

1. Incorrect connect information to the Siebel Gateway, Enterprise and Siebel Application Server 2. Either of the Siebel services were not running

Diagnostic Steps

1. Verify all Siebel server services (gateway, application server and web server) are all up and running.

2. Verify connect information to the Siebel application, enterprise and gateway server is accurate.

This information is specified in several locations such as:

a. If users are establishing a server administration session from a zero foot print client, they need to check the [GatewayDataSrc] subsystem, “DSConnectString” parameter, and the [ServerDataSrc] subsystem, “DSGatewayAddress” parameter. See the solution (c) for the SCM-00018: error below.

b. If users are establishing a server administration session from a dedicated web client, they need to check on the [ServerDataSrc] and [GatewayDataSrc] section of the application specific configuration file (such as uagent.cfg for callcenter) local to their installation.

page 35 of 60


c. Lastly, if users are establishing a server administration session from the command line such as “srvrmgr”, they need to check on the /e on windows [-e on UNIX] and /s on windows [-s on UNIX] parameters while invoking “srvrmgr”.

Solution

1. Start up the services if they are found to be shutdown. 2. Make the necessary changes at the above locations, and restart the application server services

for the changes to take effect and then re-establish the server administration session. SCM - Server Configuration Manager Facility SCM-00018: Could not open connection to Siebel Gateway configuration store ((null):(null)) Symptom or Error Message SBL-SCM-00018: Could not open connection to Siebel Gateway configuration store (%1:%2) The above error indicates errors encountered while attempting to access/read the Siebel gateway server and/or its backing file [siebns.dat]. Cause The likely cause is the connect information to the gateway server is incorrect. For example, it does not include the specific port number if it runs on anything other than the default port (being 2320). For the most part it indicates connectivity issues from the Siebel application or Siebel Web Server to the Siebel gateway server. Diagnostic Steps Verify network connectivity to the Siebel gateway server. Also verify if the connect information to the Siebel gateway server is accurate. Solution The connect information to the Siebel gateway server is specified in a few locations:

1. In the [GatewayDataSrc] section of the configuration file specific to the application users are attempting to connect to using the Siebel Dedicated Web Client.

2. In the “eapps.cfg” file, verify the connect string of the application is accurate with respect to

the gateway server host name/VIP or IP address and the port # on which it runs. 3. Also stored in the siebns.dat. Editing this file directly is not supported. Using the server

administration UI, navigate to Site Map > Server Administration > Enterprise Configuration. Select “Enterprise Profile Configuration” in the bottom applet. a. Select the “GatewayDataSrc” named subsystem in the top applet, query for

“DSConnectString” parameter in the bottom applet – ensure that the <gateway server name>:<port #> is specified accurately. [port # need not be specified if it is running on default 2320)

b. Select the “ServerDataSrc” name subsystem in the top applet, query for “DSGatewayAddress” parameter in the bottom applet – ensure that the <gateway server name>:<port #> is specified accurately. [port # need not be specified if it is running on default 2320)

page 36 of 60


Remember to restart the Siebel Gateway and Siebel server services for these changes to take effect.

SCM-00028: Key not found Symptom or Error Message SBL-SCM-00028: Key not found This message is reported when errors are encountered reading from the gateway server configuration file [siebns.dat]. On some occasions this error message is accompanied by several other message(s) such as: SCM-00028: Key not found SVR-01045: No components configured ! SVR-00005: Stale or invalid Task handle SVR-00029: Shared memory has not been initialized Cause The likely causes for this error are:

1. If the siebns.dat file is corrupt 2. Incorrect environment variables that result in the process attempting to look for the file in an

incorrect location (usually prevalent in UNIX environments where one runs shell scripts to set up environment variables prior to service start-up).

Diagnostic Steps

1. If the Siebel server services fail to start up and reports the above error messages – it is likely that the backing file [siebns.dat] is corrupt causing the service not to startup or some recent changes made to the Siebel server(s)/enterprise server were incorrect/incomplete.

2. Verifying the environment variables and their settings against the actual installation is

recommended to confirm that the values are appropriate. Solution Provide the backing file, siebns.dat, to Siebel Technical Support so as to determine the exact nature of the corruption or any incorrect changes that were recently made that is affecting the Siebel server startup. Provide any supporting details as to whether any recent server administration changes were conducted that could have updated this file – as in changing the parameters for a certain component or disabling/enabling a component group. SMI - Server management infrastructure (server/smi) Facility SMI-00001: Invalid parameter Symptom or Error Message SBL-SMI-00001: Invalid parameter

page 37 of 60


The above error by itself does not provide sufficient context to troubleshoot the issue. It is usually accompanied by additional error message(s) that offer more insight as to the cause for failure. For example, in the case mentioned below the error was reported alongside the SVR-04022 error. SVR-04022: Host not enabled SMI-00001: Invalid parameter Cause Since this is a generic message, it is/are the accompanying error messages that provide for necessary troubleshooting information. In the case above, the customer had Resonate installed in their environment. SVR 04022 usually indicate issues with the resonate installation/configuration. Diagnostic Steps Use the additional error message to build sufficient context and know-how about where and for what reasons the error is being reported. Solution Specific solutions are not applicable since it is a generic message by itself. Looking up the additional error message(s) and follow the suggestions/recommendations outlined for them to further troubleshoot the problem at hand. SMI-00024: Unable to load (%1) Symptom or Error Message SBL-SMI-00024: Unable to load %1 SMI-00024: Unable to load (null). This error message is not entirely indicative of the problem at hand. It is usually reported immediately after server or server component startup. Cause The likely reasons for this error being reported are if the Siebel installation is incomplete or corrupt. Either the installation was not successfully completed, or post installation some files were found corrupt/missing (such as DLL files). Diagnostic Steps Comparing a recursive directory listing of the Siebel installation with a working installation is the recommended way to quickly verify if the installation is complete and correct (verify both the presence of a file and its size.) Solution If users discover any anomalies with files missing or corrupt in their installation, re-installation is the recommended approach. If no anomalies surface, then contact Siebel Technical Support. SMI-00033: The client exited without closing the SISNAPI connection

page 38 of 60


Symptom or Error Message SBL-SMI-00033: The client exited without closing the SISNAPI connection This is an error reported at times when an established connection with a Siebel application server or server component is abruptly terminated. The error message(s) below are usually reported along side the above error. SVR-01014: Internal: Could not send the HELLO message: (null) SMI-00033: The client exited without closing the SISNAPI connection SRB-00041: can't do SISNAPI handshake SRB-00040: can't open asynchronous SISNAPI connection Note: SISNAPI is Siebel's internal communication protocol. An error in this layer generally means that communication between the Siebel entities involved failed. Cause As stated above, the error indicates an abrupt termination of communication channels between two Siebel entities such as an improper/sudden shut down of services, or killing a process outside of the Siebel environment in a non-standard manner. Example – a Siebel administrator ends his command line “srvrmgr” session by simply closing his DOS window (or telnet session in case of UNIX) rather than issuing an “exit” command at the “srvrmgr” prompt for a graceful exit. Diagnostic Steps Since this error is rather generic and reported for all abrupt SISNAPI termination’s, its important to identify the context in which it is reported and the accompanying error message(s). These are what should be investigated to troubleshoot the specific problem at hand. Solution Not applicable. Nevertheless following appropriate shutdown and graceful application exit procedures should minimize the more generic occurrences of this error message. SMI-00044: An instance of this Siebel Server is already running Symptom or Error Message SBL-SMI-00044: An instance of this Siebel Server is already running This error message is most commonly reported alongside SVR-00005. Suggestions and recommendations for SVR-00005 apply for this error message as well. Cause and Diagnostic Steps and Solution Refer to SVR-00005 for more information. SMI-00049: Internal: There is no connection to the gateway server Symptom or Error Message SBL-SMI-00049: Internal: There is no connection to the gateway server

page 39 of 60


This error message indicates problems encountered upon server or individual server component startup where a connection to the gateway sever host was not possible. Cause There are several possible reasons for this error:

1. Network connectivity issues between Siebel server and the gateway server, which is preventing the connection from being established.

2. Possibility of an incorrectly configured Resonate installation. 3. Incorrect order of start up for the Siebel server services (Siebel server prior to Siebel gateway

server) 4. Incorrect environment variable settings causing the Siebel server to look in the wrong location for

the gateway server configuration file [siebns.dat] and subsequently reporting this error. Diagnostic Steps

1. Verify the network connectivity between the Siebel server machine and the gateway server: port #.

2. If the installation includes Resonate, then attempt starting the server(s) minus of Resonate and

verify if that works. Verify via the Resonate agent-rules file that rules are getting properly cleaned up upon shutdown of Siebel server services.

3. Verify users are following the right order in starting up and shutting down the various Siebel

server services. 4. This step applies more for UNIX installations, verify that appropriate shell scripts are being run to

set the Siebel and 3rd party specific environment settings (in the right order too), such that one is not overriding the other or being incorrectly set.

Solution

1. If network connectivity issues surface, seek assistance from the network administrator. 2. If the Resonate rules are not getting cleaned properly – users might have to manually clean them

out upon shutdown and restart the Siebel server services. Contact Siebel Technical Support for assistance in this matter.

3. Ensure shutdown procedure adheres to the following order (Database Server > Web Server >

Siebel Server(s) > Gateway Server). SMI-00061: The directory Admin, does not exist under the Siebel root directory. Symptom or Error Message SBL-SMI-00061: The directory Admin, does not exist under the Siebel root directory This error message usually gets reported upon Siebel server startup in the SiebSrvr*.log files. Cause

page 40 of 60


As indicative of the error message, the likely causes for it are:

1. The Siebel installation is incomplete or corrupt and is missing the above directory. 2. If present, then it is possible that privileges or permissions for the Siebel server service owner

account is not sufficient to access this directory (possibly other directories too). 3. Possible disk space issues could also be attributed to this error message.

Diagnostic Steps

1. By comparing a recursive directory listing of the Siebel installation with a working installation, users can verify if their installation is complete and correct (verify both the presence of a file and its size.)

2. Verify all required permissions have been granted to the Siebel server service owner account (as

documented in the Siebel Server Installation Guide). 3. Check disk space if it is an issue.

Solution If either of the above causes applies then address it accordingly. Restart the Siebel server services once the necessary changes have been made. SMI-00062: Process exited with error - Internal: No more process (multi-threaded server) slots available Symptom or Error Message SBL-SMI-00062: Internal: No more process (multi-threaded server) slots available This error is reported in the log file of the said component when it cannot start any more new tasks or processes for itself. Cause The cause for it is the fact that there are no more MT Server tasks available for the component in question. Diagnostic Steps Identify the settings for the following parameters for the said component:

1. MinMTServers 2. MaxTasks 3. MaxMTServers

Solution Increase the settings for these parameters for the said component as per the deployment needs.

page 41 of 60


SMI-00081: Internal: Got error 1801210 when dequeueing a connection request (%sysError) Symptom or Error Message SBL-SMI-00081: Internal: Got error %1 when dequeueing a connection request (%sysError) SMI-00081: Internal: Got error 1801210 when dequeueing a connection request (62) The error is most likely reported by a Siebel object manager server component. Upon encountering this error, it is continually reported in the log file (repetitive), causing it to grow and take on available disk space leading to performance degradation. Cause This behavior has been mostly noticed on Unix platforms when the number of Siebel object managers enabled exceeds a certain threshold (62 in this case). The log messages are generated in consequence of product defect (CR 12-DRY5VV) where the /bin/ksh shell interpreter closes a tcp/ip socket used by one of the object manager processes. This process whose port is closed can no longer process any incoming requests and starts to report this error. Diagnostic Steps The error will manifest itself in the specific Siebel object manager log file or in the master Siebel log (<$Enterprise_Server>.<$Siebel_Server>.log) file. Identify if users have a significant number of Siebel object managers active, enabled and running on this server (the number equals that reported in the error message within parenthesis). Solution The following workarounds are suggested to overcome this product defect/error message:

1. Disable unused object managers so as to reduce the number of object managers being used

(less than indicated number in error message). 2. In the event that this is not possible, user would have to edit the following shell script

$SIEBEL_ROOT/bin/siebmtshw Instructions - Replace the first line from #!/bin/ksh to #!/bin/sh and restart the Siebel server services. This will allow the “sh” interpreter to be used as opposed to the “ksh” interpreter.

SMI-00096: The maximum number of restarts (%1) for MinUpTime has been reached. The component (%2) will not be restarted again. Symptom or Error Message SBL-SMI-00096: The maximum number of restarts (%1) for MinUpTime has been reached. The component %2 will not be restarted again. This error is reported by the said component (%2) when it can no longer attempt to restart since it has hit the maximum number of restarts possible. This error is not indicative of why the component failed in the first place, it is only indicative of the fact that it will no longer attempt to recycle or restart since the permissible amount of attempts have been reached. Cause The key is to identify the actual cause for the failure and fix that; this error message is more so an after-the-fact error.

page 42 of 60


Diagnostic Steps and Solution Not applicable SMI-00101: The server is busy, please try again later. Symptom or Error Message SBL-SMI-00101: The server is busy, please try again later. This error is reported within the object manager’s log file when it cannot instantiate another server process for the said component. Cause The likely cause for this message is that the component ran out of resources to instantiate new tasks. The settings for certain parameters at the object manager level are insufficient at the deployment stage, causing newer connections to not be spawned. Diagnostic Steps Identify the settings for the following parameters for the said object manager component:

1. MinMTServers 2. MaxTasks 3. MaxMTServers

Solution Increase the settings for these parameters for the said object manager component as per the deployment needs. SMI-00107: Internal: The context for the given task was not found Symptom or Error Message SBL-SMI-00107: Internal: The context for the given task was not found The above error message is reported in the logs when a session initiated by the server is closed/terminated due to timeouts. Cause For example, a thin client session is assigned a cookie at the onset of the session, which it uses to keep track of while the session is active. When this session ends due to time out, and the user tries to continue working, they may experience this error, as the context was lost because of the time out. Diagnostic Steps Depending on the nature of the session the following timeouts may apply. These are specified in the “eapps.cfg” file.

page 43 of 60


Solution This error is benign and merely indicates that such a time out has occurred due to inactivity. It implies the infrastructure timed out a particular session. SMI-00116: Process exited with error - The minimum number of multithreaded server processes (%1) cannot be larger than the maximum number of multithreaded server processes (%2) Symptom or Error Message SBL-SMI-00116: The minimum number of multithreaded server processes (%1) cannot be larger than the maximum number of multithreaded server processes (%2) This error message is reported in a server components log file when it has incorrect values/settings for two of its parameters – MinMTServers and MaxMTServers, where the former happens to be larger than the latter. Cause The minimum MT server setting cannot exceed the maximum MT server settings. If it is incorrectly set up that way the above error message will be reported when the component attempts to start up. Diagnostic Steps Identify the settings for the following parameters for the said component:

1. MinMTServers 2. MaxMTServers

Solution Ensure that the MaxMTServers is more than MinMTServers. Once the parameters have been updated, restart the Siebel server services for changing to take effect. SMI-00126: The session timed out Symptom or Error Message SBL-SMI-00126: The session timed out This error is indicative of its cause. It is reported in the said component’s log file or in the SWSE logs, when a session expires due to time out. Cause The session has surpassed its period of inactivity leading to it being closed/expired. Diagnostic Steps Depending on the nature of the session the following timeouts may apply. These are specified in the “eapps.cfg” file.

page 44 of 60


Solution This error is benign and merely indicates that such a time out has occurred due to inactivity. It implies the infrastructure timed out on a particular session. If the error persists in the case of a zero foot print client in-spite of initiating a new connection/session it might be due to certain stale temporary objects/cookies left over on the client machine. In such occasions, clearing out the temporary Internet files, temporary objects, and cookies and initiating a new browser session is also recommended. SMI-00139: Internal: The process is in reconfiguration mode. Symptom or Error Message SBL-SMI-00139: Internal: The process is in reconfiguration mode. This error message will be logged when using the zero down time feature (Reconfiguration from UI to activate new SRF) until the configurations are committed by selecting “commit Reconfiguration”. Reconfiguration is built on top of the infrastructure recycling mechanism – in other words, Siebel Systems Inc. allows for more than the configured number of processes to be running to allow for older ones to age out gracefully while newer ones are started. Cause This is merely an informative error message, indicating reconfiguration is underway. Diagnostic Steps and Solution Not applicable SMI-00204: Internal: The maximum number of Work Queue threads (%1) cannot exceed the maximum number of concurrent tasks (%2) Symptom or Error Message SBL-SMI-00204: Internal: The maximum number of Work Queue threads (%1) cannot exceed the maximum number of concurrent tasks (%2) This error is usually reported by Siebel server components that utilize worker queue threads to carry out its work such as Parallel Database Extract server component. Cause The cause is as indicated in the error message, when the component is configured in such a manner that the number of worker queue threads exceed the maximum number of concurrent tasks the above message is reported. Diagnostic Steps Check the settings for the following parameters for the above component:

1. Maximum Number of WorkQ Threads (MaxWorkQThreads) 2. Maximum Tasks (MaxTasks) 3. Maximum MT Servers (MaxMTServers)

page 45 of 60


Solution Ensure that MaxWorkQThreads is not greater than the maximum number of concurrent tasks. The maximum number of concurrent tasks can be obtained by dividing MaxTasks with MaxMTServers (in other words, MaxTasks/ MaxMTServers). In the case of Parallel Database Extract users would need to add one additional task to the result obtained above since it has one ancillary task of its own. SRB - Server Request Broker Facility SRB-00002: invalid argument Symptom or Error Message SBL-SRB-00002: invalid argument This is a generic error message. It is usually accompanied by error message(s) that belong to other facilities. The accompanying error message(s) are more indicative of reason for failure. Cause Since this is an accompanying error message no specific causes can be outlined. Diagnostic Steps It is recommended to identify and use the accompanying error messages to troubleshoot the problem at hand. Solution Follow the suggestions and recommendations outlined for the supporting error message(s) to resolve the problem at hand. SRB-00003: no entry found Symptom or Error Message SBL-SRB-00003: no entry found This is a benign error message and can be safely ignored. Cause and Diagnostic Steps and Solution Not applicable SRB-00035: no current server Symptom or Error Message SBL-SRB-00035: no other server This is a generic error message. It is usually accompanied by error message(s) that belong to other facilities. The accompanying error message(s) are more indicative of reason for failure.

page 46 of 60


Cause Since this is an accompanying error message no specific causes can be outlined. Diagnostic Steps It is recommended to identify and use the accompanying error messages to troubleshoot the problem at hand. Solution Follow the suggestions and recommendations outlined for the supporting error message(s) to resolve the problem at hand. SRB-00040: can't open asynchronous SISNAPI connection Symptom or Error Message SBL-SRB-00040: can't open asynchronous SISNAPI connection This is an error message that is usually accompanied by error message(s) that belong to other facilities. The accompanying error message(s) are more indicative of reason for failure. For example: NET-01218: Connection refused by server <Server_Name>, no one is listening on port <port #>. SRB-00040: can't open asynchronous SISNAPI connection Cause Since this is an accompanying error message no specific causes can be outlined. Diagnostic Steps It is recommended to identify and use the accompanying error messages to troubleshoot the problem at hand. In the above case, it would be NET-01218. Solution Follow the suggestions and recommendations outlined for the supporting error message(s) to resolve the problem at hand. SRB-00041: can't do SISNAPI handshake Symptom or Error Message SBL-SRB-00041: can't do SISNAPI handshake This is an error message that is usually accompanied by error message(s) that belong to other facilities. The accompanying error message(s) are more indicative of reason for failure. For example: SMI-00033: The client exited without closing the SISNAPI connection NET-01033: The SISNAPI handshake timed out, the Siebel Service may not be running SRB-00041: can't do SISNAPI handshake Cause

page 47 of 60


Since this is an accompanying error message no specific causes can be outlined. However, if the environment consists of more than one Siebel server within a Siebel enterprise server, it is possible that this error message get reported in the logs during Siebel server shutdown. The reason being that the Server Request Broker component (SRBroker) communicates with SRBroker’s on all other Siebel server(s) within a given enterprise, and with Server Request Processor (SRProc) on the same server. When one of the SRBroker exits/is shutdown, the SRBroker that is still running might report the above error message. In the same manner, if the SRProc exits prior to the SRBroker similar error messages are reported. Diagnostic Steps If the multiple Siebel server(s) scenario outlined above is not applicable in this case then it is recommended users identify and use the accompanying error message(s) to troubleshoot the problem at hand. In the above case, it would be NET-01033. Solution Follow the suggestions and recommendations outlined for the supporting error message(s) to resolve the problem at hand. If the error is reported in the multiple Siebel server(s) scenario these errors can be ignored. SRB-00047: (null) with key [(null)] is not available Symptom or Error Message SBL-SRB-00047: %1 with key [%2] is not available This is an error message that is usually accompanied by error message(s) that belong to other facilities. The accompanying error message(s) are more indicative of reason for failure. Cause Since this is an accompanying error message no specific causes can be outlined. However, there are situations when this error is reported when a component attempts to contact Server Request Broker (SRBroker) and SRBroker happens to be unavailable/shutdown. Diagnostic Steps It is recommended to identify and use the accompanying error messages to troubleshoot the problem at hand. Also verify the state of SRBroker component. Solution Follow the suggestions and recommendations outlined for the supporting error message(s) to resolve the problem at hand. Users might have to restart the Siebel server service(s) if SRBroker is shutdown in order to bring it back up. If the problem persists contact Siebel Technical Support. SRB-00051: no connection for the component Symptom or Error Message SBL-SRB-00051: no connection for the component

page 48 of 60


This is an error message that is usually accompanied by error message(s) that belong to other facilities. The accompanying error message(s) are more indicative of reason for failure. Cause Since this is an accompanying error message no specific causes can be outlined. Diagnostic Steps It is recommended to identify and use the accompanying error messages to troubleshoot the problem at hand. Solution Follow the suggestions and recommendations outlined for the supporting error message(s) to resolve the problem at hand. SRB-00055: cannot store request or notification message Symptom or Error Message SBL-SRB-00055: cannot store request or notification message This is an informative error message reported by SRBroker indicating problems with the SRProc component. Cause Likely causes for this error message are if:

1. Server Request Processor (SRProc) component is unavailable (or) 2. SRProc has encountered problems that prevent it from running successfully

Diagnostic Steps To resolve this error, Siebel Technical Support would need to address SRProc’s reason for failure. Solution Addressing SRProc’s failure will eliminate this error message. SRB-00061: process (%1) on Siebel Server (%2) terminated Symptom or Error Message SBL-SRB-00061: process %1 on Siebel Server %2 terminated This is a generic error message reported when a process (%1) is terminated on the Siebel application server. Cause

page 49 of 60


Failure of a component on the Siebel server results in the above error message. Refer to the specific components log file (in other words, component %1’s log file) to further troubleshoot the components failure. Diagnostic Steps and Solution Not applicable SRM - Server Request Manager Facility SRM-00001: Generic error : Cannot decode input data Symptom or Error Message SBL-SRM-00001: Generic error %1 %2 %3 %4 This error is usually reported in the Server Request Processor (SRProc) logs. The SRProc component is used to communicate requests between two Siebel components, for example – if a workflow process running within an instance of workflow process manager component needs to invoke an instance of communication outbound manager component, the SRProc component will facilitate this communication by accepting all input data provided by the requesting component and forward it to requested component. The requested component (in this case communications outbound manager) will use this data to start an instance of it. Cause The likely cause for this error is as indicated in the error message itself. The data provided is either incorrect or incomplete. Diagnostic Steps In most cases the data being exchanged is reported in the SRProc log file; if it is not reported one can increase the tracing to gather this detail. Solution As the nature of this error will vary from case to case, no specific guidelines or suggestions can be offered in these regards. Fixing the input data will correct the above error message. SRM-00016: Process exited with error - Unable to initialize the Database environment Symptom or Error Message SBL-SRM-00016: Unable to initialize the Database environment -- %1 This error message is reported when the Siebel server or any of its components have trouble connecting with the database server. In every occasion, the above SRM error is almost always accompanied by other error message(s) that indicate the reasons for this failure. Cause Database connection failures can be due to several reasons such as incorrect username/password, incorrect data source, and network connectivity issues etc. Diagnostic Steps

page 50 of 60


Identify the accompanying error message(s) as they offer greater insight into the exact reasons for failure. On most occasions the exact database server error code is also reported. Solution Investigating and troubleshooting based on the accompanying error message(s) is the recommended approach to addressing the database connection failure. SSM - SISNAPI Session Manager Facility SSM-00003: Unable to Establish SISNAPI connection Symptom or Error Message SBL-SSM-00003: Error opening SISNAPI connection The above error message indicates problems encountered at the communication layer proprietary to Siebel Systems Inc. called SISNAPI. Since this indicates communication failures, in most occasions it is accompanied by error messages that offer greater insight into the exact cause for this breakdown. Note: Most likely errors from the “NET” facility are reported alongside as it is a communication failure. Cause Communication failures can occur on account of several reasons hence it is not feasible to document these. Diagnostic Steps Identify the accompanying error message(s) as they offer greater insight into the exact reasons for communication breakdown. Solution Investigating and troubleshooting based on the accompanying error message(s) is the recommended approach to addressing the sisnapi communication failure. SSM-00004: SISNAPI Hello failed. The server component could be down Symptom or Error Message SBL-SSM-00004: SISNAPI Hello failed. The server component could be down. As the error message suggests, there is a failure in communicating with the said server component. The request to connect to the component could have been initiated by a user, another component or an external application. Cause The likely causes for this failure could be:

1. The Siebel server might not be running

page 51 of 60


page 52 of 60

2. The said component might not be enabled, running or available on this Siebel server. 3. If the server and the component are up and running then the connect information being used to

contact this component is incorrect. 4. Network connectivity problems preventing connection requests to get through.

If the above do not apply, then the accompanying error message(s) can offer further insight into the likely cause for failure. Diagnostic Steps

1. Verify that the Siebel server and the said component are enabled and running. 2. Verify connect information for this component (verify connect string information within “eapps.cfg”

on the SWSE) 3. Verify all Siebel entities (such as gateway server, Siebel application server(s) and database

server and Siebel web server extension can communicate with each other) Solution

1. Start up the Siebel Server and the said component if disabled/shutdown. 2. Correct the connect string information, if found to be incorrect. 3. If network connectivity is an issue, contact and work with the network administrator.

SSM-00006: error sending message Symptom or Error Message SBL-SSM-00006: error sending message The above error is a generic message that is usually reported at times when an error occurs in the communication between the Siebel Web Server(s) Extension (SWSE) and the Siebel Application Server(s). This error manifests itself in the web server logs. Cause Likely causes for communication failures between SWSE and Siebel Application Server:

1. SWSE has incorrect information on how to connect to the object manager running on the Siebel Application Server.

2. The object manager(s) on the Siebel Application Server are not running, or do not have sufficient

resources to service new requests.

3. Possible incorrect settings for parameters in the [ServerDataSrc] section of the application specific configuration file residing on the application server or from the Named Subsystem specified by the parameter 'OM - Data Source' ('ServerDataSrc' by default). For example, look at the Connect String which will be stored in the DSConnectString parameter of the Named Subsystem. The Application Name will be stored in the parameter 'Application Name' of the Server Component and the Repository Filename in the parameter 'Application Repository File' of the Server Component.


page 53 of 60

4. In case users are using Resonate, an incorrect setup/configuration or use of un-supported NIC

cards could lead to failed communication could also attribute to this error. 5. If external authentication is being used (such as LDAP/ADSI) then the external server is up and

running and the username/password is correct. Diagnostic Steps

1. Ensure that the connect string details specified in the “eapps.cfg” are accurate - such as host name(s), application and enterprise server name(s), port’s, VIP/IP addresses etc., sufficient anonymous user session settings.

2. Ensure concerned object managers are enabled and running, appropriate settings for MaxTasks,

MinMTServers and MaxMTServers.

3. Verify the application specific configuration files (such as uagent.cfg for callcenter object manager) have correct information in them (specifically the following sections [ServerDataSrc], [GatewayDataSrc].) Or check the information in the ServerDataSrc and GatewayDataSrc Named Subsystems.

4. Verify the resonate set-up, installation and configuration against "TECHNOTE 316: Using Siebel

with Resonate Central Dispatch" Solution

1. Attempt to initially connect to the Siebel Application Server without the involvement of Resonate or external authentication.

2. Then add each of the above elements to the mix.

This allows methodical troubleshooting of the problem at hand and will allow users to hone in on the problem area. SVR - Server common layers (server/common) Facility SVR-00005: Stale or invalid Task handle Symptom or Error Message SBL-SVR-00005: Stale or invalid Task handle SVR-00026: Unable to allocate shared memory SVR-01045: No components configured ! SVR-00005: Stale or invalid Task handle SVR-00029: Shared memory has not been initialized SMI-00044: An instance of this Siebel Server is already running The above error message is reported in the log files when the Siebel server fails to start up. In most occasions, one or more of the above error messages also accompany it. Cause These errors might be reported for the following known reasons:


page 54 of 60

1. There is a shared memory file that is maintained by each Siebel server under the “admin” directory of its root installation ($Siebel_ROOT\admin on both UNIX and windows). This file follows the naming convention [<($EnterpriseName)>.<($ServerName)>.shm]. It is built upon server startup, and destroyed upon shutdown. If this file cannot be created successfully upon server startup the above error message can be reported. Possible reasons for this file to be not created successfully are: a. The clean up routine upon shutdown did not clean this file possibly because of an abnormal

termination of the Siebel server service. b. Possible disk space issues preventing creation of this file. c. Lack of permissions on this directory/folder or file by the service owner account.

2. A corrupt siebns.dat could result in the Siebel service not being able to start. (This corruption could be due to incorrect/corrupt entries in the file, or the “System Management” component group being accidentally disabled).

Diagnostic Steps

1. Ensure shut down of Siebel server service(s) are always organized and prior to the Siebel gateway server service.

2. Check if the above .shm file is present in spite of server shutdown, is a new version of it being

created upon server startup? 3. Ensure adequate disk space and memory is available for the Siebel installation. 4. Ensure the adequate permissions (as documented in the server installation guide) are provided to

the Siebel server service owner account. 5. Attempt to start the Siebel server service with a good, prior back up of the siebns.dat file. If it

does start up successfully that would indicate that the file it was presently working with is corrupt for some reason. Forward the corrupt file to Siebel Technical Support.

Solution

1. If it is the order of the shutdown of the Siebel server services that was the cause for the error, revise shutdown procedure to adhere to the following order (Database Server > Web Server > Siebel Server(s) > Gateway Server).

2. After making a copy of the old *.shm (if it was left behind after a server shutdown), delete it and

restart the service, and verify whether a new *.shm file is created and if that allowed the server to start up properly.

3. Provide for ample disk space and comply with the memory requirements of a typical Siebel

installation. 4. Grant necessary privileges and permissions to the Siebel Server service owner account. 5. Work with Siebel Technical Support to address specific siebns.dat corruption issues.

SVR-00026: Unable to allocate shared memory Symptom or Error Message SBL-SVR-00026: Unable to allocate shared memory


page 55 of 60

This error message is most commonly reported alongside SVR-00005. Suggestions and recommendations for SVR-00005 apply for this error message as well. Cause and Diagnostic Steps and Solution Refer to SVR-00005 for more information. SVR-00029: Shared memory has not been initialized Symptom or Error Message SBL-SVR-00029: Shared memory has not been initialized This error message is most commonly reported alongside SVR-00005. Suggestions and recommendations for SVR-00005 apply for this error message as well. Cause and Diagnostic Steps and Solution Refer to SVR-00005 for more information. SVR-00031: Attached to the wrong shared memory instance Symptom or Error Message SBL-SVR-00031: Attached to the wrong shared memory instance As the error message indicates, the Siebel server upon startup associated itself with an older/prior version of shared memory file [<($EnterpriseName)>.<($ServerName)>.shm]. Most of the symptoms, suggestions and recommendations to troubleshoot SVR-00005 apply for this error message as well. Cause and Diagnostic Steps and Solution Refer to SVR-00005 for more information. Note [for UNIX installations]: In addition to the suggestions above, there might be a need to clear an additional temporary file (delete only if present after server shutdown) so as to allow creation of a new copy of it upon server startup. The file follows the naming convention of osdf.$<EnterpriseName>.$<ServerName> and resides in $SIEBEL_ROOT/sys (where $SIEBEL_ROOT is the Siebel server’s root installation directory). SVR-01013: Internal: Cannot open a sisnconn to the scheduler: (null) Symptom or Error Message SBL-SVR-01013: Internal: Cannot open a sisnconn to the scheduler: %1 The above error message is usually reported alongside error: NET-01201: Internal: connect() failed: %1. It is reported when a connection attempt fails. This connection could have been between a user and a component or a component and a component. "%1" usually contains a more indicative cause for the


page 56 of 60

failure. At times, an additional error message is also generated that accompanies it. The supporting error message(s) hold valuable context information that can assist in the troubleshooting process. Cause and Diagnostic Steps and Solution Follow the suggestions and recommendations indicated for NET-01201 to resolve this error message. SVR-01014: Internal: Could not send the HELLO message: (%1) Symptom or Error Message SBL-SVR-01014: Internal: Could not send the HELLO message: %1 The above error message is usually reported alongside error: NET-01033: The SISNAPI handshake timed out, the Siebel Service may not be running This error is reported when an attempt to establish communication with a Siebel application server or server component running on it fails. The request can be initiated by a user (such as at the time of initiating a zero foot print client session via the browser OR a Siebel remote sync client session initiated by a mobile user) OR when one server component is attempting to kick off an instance of another component (such as MQSeries Receiver component kicks off a Business Integration Manager task when it receives a message from the MQ Series messaging interface). Cause and Diagnostic Steps and Solution Follow the suggestions and recommendations indicated for NET-01033 to resolve this error message. SVR-01015: Internal: Could not send a SISNAPI message: (%1) Symptom or Error Message SBL-SVR-01015: Internal: Could not send a SISNAPI message: %1 NET-01034: The SISNAPI connection was closed by the peer SVR-01015: Internal: Could not send a SISNAPI message: (null) The above error message is reported when an established connection/session between 2 entities (user-component, component-component) is terminated, or if a server component is shutdown. The NET-01034 error is usually reported alongside it. Cause and Diagnostic Steps and Solution Follow the suggestions and recommendations indicated for NET-01034 to resolve this error message. SVR-01042: Internal: Communication protocol error while instantiating new task Symptom or Error Message SBL-SVR-01042: Internal: Communication protocol error while instantiating new task The above error message is reported when an error is encountered while attempting to instantiate a new instance of a given component and is generic. As to why the error has occurred, one needs to review the


page 57 of 60

accompanying error messages which will help provide context and more detailed information. For example, the following error was reported while instantiating a new task for the Generate Triggers server component. SVR-01042: Internal: Communication protocol error while instantiating new task ESC-00203: Required parameter Table Owner Password is missing. Cause As indicated it is the accompanying error message that holds the key to identifying the context and reason for failure. In this case, a failure was encountered because one of the required parameters for the component to be executed was not specified. This error could also be reported under the following circumstances:

1. When a specific parameter(s) is not or incorrectly specified for the component. 2. If the component has run out of resources to instantiate a new one (check MaxTasks and Max

MT Servers for this component) 3. If the component is offline, shutdown or terminated for some reason.

Diagnostic Steps

1. Identify the supporting error messages to help build context for the error. 2. Identify the component that reported this error. 3. Verify all required parameters for the component have been properly specified and are valid. 4. Verify ample tasks have been allotted for this component and the component is up and running

(enabled). Solution Since this is a more generic error message it is not feasible to document a specific solution to it. SVR-01045: No components configured ! Symptom or Error Message SBL-SVR-01045: No components configured ! This error message is most commonly reported alongside SVR-00005. Suggestions and recommendations for SVR-00005 apply for this error message as well. Cause and Diagnostic Steps and Solution Refer to SVR-00005 for more information. SVR-01051: SISNAPI connection refused, the server could be down: (%1) Symptom or Error Message


page 58 of 60

SBL-SVR-01051: SISNAPI connection refused, the server could be down: %1 The above error message indicates that the Siebel server or component that is being contacted is not reachable. As SISNAPI is Siebel Systems Inc internal communication protocol, errors reported at this layer are usually accompanied by NET errors as well. For example: NET-01218: Connection refused by server aufin3, no one is listening on port 49166. SVR-01051: SISNAPI connection refused, the server could be down: (null) Cause This is a generic error message by itself, indicating failures at the communication layer which could have been caused for several reasons. A few of the reasons could be:

1. Either the Siebel server service is not running 2. (Or) if running, then the specified component is not available (the component could be shut

down/disabled), 3. (Or) if the component is running then incorrect connect information to reach this component is the

cause for failure. 4. In most cases this is accompanied by a supporting error message that holds further context as to

why the error is being reported. Diagnostic Steps and Solution Identifying the accompanying NET error message and following the suggestions and recommendations indicated in the NET error is the recommended practice. SVR-03004: No enterprise connect string for Siebel Component <Comp_Name> in Siebel Enterprise <Enterprise_Server_Name> Symptom or Error Message SBL-SVR-03004: No enterprise connect string for Siebel Component %2 in Siebel Enterprise %1 The above error message is reported when an attempt to connect to a certain Siebel server component fails. Cause Most likely cause for this error message is an incorrect Siebel Enterprise Server value. Diagnostic Steps

1. Check the connect string(s) eapps.cfg file to ensure that the enterprise server name is correct. Here is a sample connect string – section in bold is what users need to verify for its correctness.

[/eservice] ConnectString = Siebel.TCPIP.NONE.none://<gateway_host_name>:2320/<Enterprise_Server_Name>/eServiceObjMgr/<Siebel_Server_Name>

2. Check the component parameters to ensure that the enterprise server name is correct.


page 59 of 60

Solution If the enterprise value is incorrect, update it either from "srvrmgr" command line, or from the Server Administration UI screens to the right value. SVR-03005: No server connect string for Siebel Component <Component_Name> in Siebel Enterprise <Enterprise_Server_Name>, Siebel Server <Siebel_Server_Name> Symptom or Error Message SBL-SVR-03005: No server connect string for Siebel Component %3 in Siebel Enterprise %1, Siebel Server %2 This error message is reported since the Siebel Web Server Extension (SWSE) cannot connect to the said Siebel object manager using the connection details as specified in the connect string or in the application specific configuration file (*.cfg). A user or an external application could have initiated the connection request. Cause There are several known causes for this failure:

1. Siebel Server might not be up and running. 2. If server is running, the said component group (and hence the component under it) might be

unavailable. 3. Incorrect/Incomplete value for the Siebel Server parameter for the said component causing the

connection to fail. Diagnostic Steps

1. Verify Siebel Server is up and running. 2. Verify the component group to which the component belongs is enabled, and the component is

enabled/running. 3. Verify the value for the Siebel Server parameter for the component is present and correct.

Solution The Siebel Server parameter value is specified in two locations:

1. The connect string for the application/component users are invoking is maintained in the "eapps.cfg" file. Here is a sample connect string – section in bold is what users need to verify for its correctness.

[/eservice] ConnectString = Siebel.TCPIP.NONE.none://<gateway_host_name>:2320/<Enterprise_Server_Name>/eServiceObjMgr/<Siebel_Server_Name>


page 60 of 60

2. The [ServerDataSrc] section of the application specific configuration files [application users are attempting to connect to using the Siebel Dedicated Web client, for example uagent.cfg for the call center application]. Section in bold is what users need to verify for its correctness.

ConnectString = ODBC_datasource_name … GatewayAddress = the_gatewayhost_name EnterpriseServer = the_enterprise_name RequestServer = the_Siebel_server_name …

Note: In both occasions, note that the value for <Siebel_Server_Name> parameter is the Siebel Server's logical name and not the Siebel Server's host name or IP address. SVR-04021: Internal: error executing OSSystem() Symptom or Error Message SBL-SVR-04021: Internal: error executing OSSystem() The above error by itself does not provide sufficient context to troubleshoot the issue. It is usually accompanied by additional error messages outlining the specific process/call that it was unable to execute. For example in the case below: OSD-00034: Internal: Cannot create a new process (2) SVR-04021: Internal: error executing OSSystem() C:\Program Files\Resonate\bin\CDAction.exe -t 300 127.0.0.1 ****** status Cause As in the above example, the specific process it was unable to create was for “CDAction.exe”, which is a Resonate executable. It was determined that the above executable was not present as all the components of the Resonate software were not selected upon installation – so the installation in essence was incomplete. Subsequent installation of these components resolved the issue. Diagnostic Steps Use the additional error messages to build sufficient context and know-how about where and for what reasons the error is being reported. This should assist in the troubleshooting as demonstrated in the above case. Solution Not applicable since it is a generic message by itself.

Siebel Trouble shooting Guide

Documents

Transcript of Siebel Trouble shooting Guide