Applies to:Siebel System Software - Version: 126.96.36.199  and later [Release: V8 and later ]
Information in this document applies to any platform.
Error Message Area:Server Management Infrastructure - SMI
An example of a trace from the ent81.ss81.log log file may be similar to the following:
ent81.ss81.log:GenericLog GenericError 1 0000132b4b4c68fa:0 2010-01-12 11:37:55 (schedule.cpp (2162) err=1376408 sys=0) SBL-SMI-00152: TIMEOUT Component initialization for priority level 1 timed out after 300 s.
ent81.ss81.log:ServerLog ProcessExit 1 0000132c4b4c68fa:0 2010-01-12 11:43:00 SvrTblCleanup 26931 SBL-OMS-00101 Process 26931 exited with error - Error %1 loading product configuration information
In this case, a cursory review of the log files in the Siebel log directory indicated the the SCBroker log was updated at about the same time as the enterprise log file. Reviewing the contents of the latest SCBroker log file, SCBroker_0002_2097155.log, revealed the following trace:
SCBroker ScbInfo 3 000000044b4c6929:0 2010-01-12 11:36:24 Processing url: http://appserver:2381/ent81/sccobjmgr_enu
SCBroker_0002_2097155.log:GenericLog GenericError 1 000000044b4c6929:0 2010-01-12 11:36:24 (scbcomp.cpp (445) err=4653071 sys=0) SBL-SCB-00015: The component is down or not available on this server
From the above trace, it appears the SCBroker cannot establish a session with the call center object manager via this URL: http://appserver:2381/ent81/sccobjmgr_enu
To troubleshoot this issue, try the following:
Option 1. Confirm that the Object Manager and SRBroker are up and available on the application server. Restart these components, if necessary, and see if this resolves the issue. It is also a good idea to try to ping the application server with the full URL and confirm it is available. If these steps do not resolve the issue, continue to Option 2, below:
Option 2. Setup Environment To Capture Detailed Traces at SWSE, APP and OS Level:
1. Turn up event logging for SWSE from the command shell:
Enter the following commands and set the following environment variables:
SIEBEL_LOG_EVENTS=4; export SIEBEL_LOG_EVENTS
SIEBEL_SESSMGR_TRACE=1; export SIEBEL_SESSMGR_TRACE
SIEBEL_SISNAPI_TRACE=1; export SIEBEL_SISNAPI_TRACE
B. Turn up event logging on the OM and the following components to level 4:
1. Open a command shell and start the “srvrmgr” CLI utility (should be under the $SIEBEL_ROOT/siebsrvr/bin) and then enter the following commands (substitute your parameters between <> marks):
(On UNIX): srvrmgr -g <gateway_name> -e <enterprise_name> -u <sadmin> -p <password>
(On Windows): srvrmgr /g <gateway_name> /e <enterprise_name> /u <sadmin> /p <password>
change evtloglvl % = 4 for comp SCCObjMgr_enu
change evtloglvl % = 4 for comp SRBroker
change evtloglvl % = 4 for comp SCBroker
change evtloglvl % = 4 for comp SCProc
change evtloglvl % = 4 for comp CommSessionMgr
change evtloglvl % = 4 for comp SvrTblCleanup
C. Note date and time. Stop and restart the web server and siebsrvr. Wait 5 minutes.
D. Reproduce the issue end-to-end, indicate date and time per step, attach log files:
1. Note date and time. Open a browser window, and try to access the application (call center) in the usual manner, and reproduce the issue, and be sure to capture a complete screen shot
2. Note date and time. Open a command shell on the server running the OM and execute:
netstat -an > netstat_siebsrvr_<name>.out
3. Note date and time. Stop the web server and siebsrvr.
Compress and attach to this SR for review:
* screen shot
* netstat*.out files
* all the log files generated during this trace session from the web server and application server log directories
(please aggregate the files by server name, or type (eg. websrvr_<name>, siebsrvr_<name>)
4. Repeat steps A and B, but return to normal logging levels.
E. Note date and time. Restart the web server and siebsrvr.
F. Indicate which enterprise components are running on which OS (eg. Web server on UNIX, etc.). Zip-up and attach the log files to the SR for review.