11 Troubleshooting

11.1 Decimal Field Error

Oracle I/PM supports 15 digits of precision independent of the location of the decimal separator. Note the min/max values are not inclusive. Some examples:

Scale of 2:

• Value must be less than 10,000,000,000,000.00

• Value must be greater than -10,000,000,000,000.00

Scale of 5:

• Value must be less than 10,000,000,000.00000

• Value must be greater than -10,000,000,000.00000

11.2 Oracle I/PM and Windows Server Prerequisites

Oracle I/PM uses Oracle Outside In Technology which requires certain libraries to be installed that are not part of Oracle I/PM. These libraries must be installed on the Oracle I/PM server, Oracle Content Server, and client machines using the advanced viewer mode, regardless of the machine platform. For more information on what libraries are required for each platform and how to obtain, install, and configure them, see the Oracle Fusion Middleware Installation Guide for Oracle Enterprise Content Management Suite.

11.3 NULL Number Fields

When a search is executed on an application with a number field that returns hits with documents with nothing entered in a number field, either a 0 or a -1 appears in the field. When an application containing documents is modified to have a number field, the search returns -1 for those documents. When a document is uploaded and the number field is left blank, the search returns 0. If a search is executed with the number field as a condition, they are treated as empty fields and when viewed in Oracle Content Server, the fields are empty.

The null number field issue is a result of Oracle Content Server functionality.

11.4 Full-Text Search Fails On Large Documents

By default, the maximum document size that will be indexed is 10MB. This is changed by setting the MaxIndexableFileSize configuration variable in the Oracle Content Server repository. The default is MaxIndexableFileSize=10485760. If larger documents require full-text indexing, the value of MaxIndexableFileSize should be increased.

11.5 Repository Capacity Errors

Each Oracle I/PM application that is created increases the structure complexity of the underlying Oracle Content Server repository. Oracle I/PM monitors multiple factors to estimate when then structure complexity of its Oracle Content Server might be hampering its performance. Once that threshold is exceeded, the Oracle I/PM system will consider the Oracle Content Server to be full and no longer allow the creation of new applications. The factors used to calculate fullness are configurable and are listed below. This fullness is a reflection of structural complexity of the Oracle Content Server, not its ability to continue to accept additional documents. To resolve fullness issues the configuration values below can be adjusted, provided the Oracle Content Server system continues to perform well, or an additional Oracle Content Server installation can be used to contain new Oracle I/PM applications.

A Oracle Content Server repository is considered full if any of the following are true:

• The number of security groups exceeds the value of the environment variable IpmMaxGroupLimit.

• The number of roles assigned permission to security groups exceeds the value of the environment variable IpmMaxGroupRoleLimit.

• The number of metadata fields exceeds the value of the environment variable IpmMaxMetadataFields.

• The Oracle Content Server configuration setting IpmRepositoryForceFull=True

  Setting IpmRepositoryForceFull equal to True allows you to configure Oracle Content Server to identify itself as full to Oracle I/PM in order to prevent additional applications from being created. This does not prevent documents from being uploaded.

To get additional space for applications, do one of the following:

• Install an additional independent Oracle UCM system and define a new connection to it in Oracle I/PM. For information on how to configure a an additional Oracle Content Server repository, see the Oracle Fusion Middleware System Administrator's Guide for Oracle Content Server.

• Increase the values of the IpmMaxGroupRoleLimit and IpmMaxMetadataFields environment variables by editing the config.cfg file directly or by using the Oracle Content Server administrative server. For more information about changing Oracle Content Server environment variables, see the Oracle Fusion Middleware System Administrator's Guide for Oracle Content Server.

You can also change these environment variable values in the config.cfg file for your Oracle Content Server Repository. For more information, see the Oracle Fusion Middleware System Administrator's Guide for Oracle Content Server.

11.6 Font Errors

Documents with text content require the fonts necessary to render the document to be available to the Oracle Outside In rendering engine, which uses TrueType fonts. Fonts are not provided by Oracle. If the font used in a document is not available to Oracle Outside In, then a suitable substitute will be used. Font substitutions can cause a document to be unreadable, create incorrect text formatting, or cause shifting of data or repagination on text documents, including potentially exposing redacted content.

Indicators of font problems are when a document renders properly in the advanced Viewer mode but not the basic Viewer mode, or if TIFF documents display properly but rendered Microsoft Office documents do not.

To ensure that proper fonts are used when rendering documents, the administrator should install them to the client and server system. The server MBean GdFontPath should be set to the directory where the fonts are installed. For more information on setting MBeans, see Section 3.7.1, "Configuring MBeans."

When using the advanced viewer mode on Linux systems, the fonts can be installed and the environment variable GDFONTPATH set to that directory. If the environment variable is not found, the user will be prompted for that path the first time the advanced viewer mode is used. In cases where an attempt to download a document as a TIFF before the path is set, an error may occur that prevents downloading the TIFF rendition.

11.7 Input Agent and Input File Issues

The following issues involve input agents or input files.

Input
   - Errors
   – Processed
      — YYYY-MM-DD
   – Samples 
   – Stage

11.8 Advanced Viewer Transformation Errors

In cases where the advanced viewer applet experiences transformation errors, the first response is to delete temporary files on the user's workstation. Doing so will remove the distribution of Oracle Outside In files which will cause a new deployment next time the applet is used.

11.9 Problems with TIFF Display in Viewer

The Advanced Viewer mode renders Group 6 and Group 7 TIFFs, while the Basic Viewer mode supports Group 7 but not Group 6 TIFFs. Group 7 TIFFs must conform to the TIFF standard for JPEG compression. Color images should use YCbCr for photometric interpretation or the image will be treated as a grayscale image. YCbCr is the standard color for JPEG images.

11.10 Shared Temp Directory in Linux Causes Display Failure

When using Oracle I/PM in a multi-user Linux environment, ensure that individual temp directories are set up for each user. Using a temp directory shared among several users can cause the Advanced Viewer to delete temp files for one user that are necessary for another, causing a problem with documents not displaying. Ensure that each user has a temp directory created and configured as recommended by the operating system documentation.

11.11 Shifting Redaction and Other Annotations

Annotations are placed based on coordinates, and in some circumstances, content underneath the annotation may shift. This can be a particular problem when a redaction annotation shifts, potentially exposing sensitive information. For example, if a document contains text data and the font used in a document is not available to the Oracle Outside In rendering engine, then a suitable substitute will be used. Font substitutions can cause a document to be unreadable, create incorrect text formatting, or cause shifting of data and repagination on text documents, including potentially exposing redacted content.

If annotations become misaligned and expose text they originally covered, ensure that a consistent set of fonts is being used across the servers and clients. For information on font errors, see Section 11.6, "Font Errors."

11.12 Logging of ImagingException

By default, not all exceptions caught within Oracle I/PM are logged. In the event that all exceptions need to be monitored, the following steps will help identify all exceptions thrown. Oracle I/PM exception handlers do not inherit a log level from a parent logger (oracle.imaging.service). To get exceptions from the core Oracle I/PM services, you must explicitly set the logger named oracle.imaging.service.exceptions.To enable some degree of flexibility, it uses the following log levels:

• ERROR 1(SEVERE): Logs SYSTEM and DATABASE ImagingExceptions

• NOTIFICATION(INFO): Logs SYSTEM, DATABASE, and SECURITY ImagingExceptions

• TRACE(FINE): Logs SYSTEM, DATABASE, SECURITY, and USAGE ImagingExceptions

For example, all ImagingExceptions would be logged at throw time by setting oracle.imaging.service.exceptions to TRACE:32.

11.13 Tracking Events in the Oracle I/PM and Oracle Content Server Log Files

When investigating events in Oracle I/PM, start with the Oracle I/PM log files. In cases where the event occurs in Oracle Content Server, reviewing the Oracle Content Server log files may provide additional information. Both Oracle I/PM and Oracle Content Server logs can be viewed in Oracle Enterprise Manager. The Oracle Content Server logs can also be viewed from the Oracle Content Server administrative links.

Tracing sections can be enabled in Oracle Content Server for more or less detail in the logging information. The IpmRepository component installed into Oracle Content Server does not generate its own logging, but includes entries into the standard Oracle Content Server logs. Turn on tracing for the section named ipmrepos in Oracle Content Server for detailed logging information of the IpmRepository component. For more information about Oracle Content Server logging, see Oracle Fusion Middleware System Administrator's Guide for Oracle Content Server "Finding Error and Status Information."

11.14 Using Oracle Dynamic Monitoring System with Oracle I/PM

Oracle Dynamic Monitoring Service (DMS) can display statistics of your system using the Oracle DMS Spy application to aid in troubleshooting and diagnostics. The Oracle DMS Spy application is launched by entering http://machine_name:port/dms/ into your browser URL address field. The following metric tables are available:

11.15 Reviewing Audit History of Deleted Documents

If documents are deleted from Oracle I/PM, administrators can view the entry for the delete action in the Oracle Content Server DocumentHistory table. This is the only place for administrators to view audit entries for deleted documents.

11.16 Deciphering Nested Stack Errors

A nested stack error, also called a nested exception, is basically an error that has been wrapped by another error, which is standard with Java and other languages to help provide more context to the issue. You can usually find the nested exception by locating the caused by string in the stack trace as shown in bold in the following example. If there is not enough information provided by the Oracle I/PM error, look deeper into the error message to see if other components are involved. Oracle I/PM uses nested stack errors to display repository related problems, workflow issues, or problems caused by other components. After you locate the possible initial error, check the diagnostic logs for more troubleshooting information.

In the following example, the TCM-00787 error is occurring because the default provider within the Oracle Content Server repository was corrupted and reset (see boldface text).

[2009-06-11T09:56:21.720-07:00] [ipm_server1] [ERROR] []
[oracle.imaging.ui.backing.application.LifecycleState] [tid:
[ACTIVE].ExecuteThread: '4' for queue: 'weblogic.kernel.Default (self-tuning)'] [userId: weblogic] [ecid: 
0000I7GFuQ9F8DT6uBj8EH1AC2Ut0000WK,0] [APP: imaging#11.1.1.1.0] IPM UI Exception[[
oracle.imaging.ImagingException: TCM-00787: A repository error has occurred. Contact your system administrator for assistance.
        stackTraceId: 9-1244739381674
        faultType: SYSTEM
        faultDetails:
          ErrorCode = oracle.stellent.ridc.protocol.ServiceException,
ErrorMessage = File
'/app/stellent/content/10gR3/proxy1/data/providers/defaultfilestore/provider.hda' 
does not exist.
        at
oracle.imaging.repository.ucm.UcmErrors.convertRepositoryError(UcmErrors.java:108)
        at
oracle.imaging.repository.ucm.UcmLifecycleOperationImpl.getStorageRules(UcmLifecycleOperationImpl.java:58)
...
<...snip...>
        at
weblogic.servlet.internal.ServletRequestImpl.run(ServletRequestImpl.java:1428)        
at weblogic.work.ExecuteThread.execute(ExecuteThread.java:201)  at
weblogic.work.ExecuteThread.run(ExecuteThread.java:173)
Caused by: oracle.stellent.ridc.protocol.ServiceException: File
'/app/stellent/content/10gR3/proxy1/data/providers/defaultfilestore/provider.hda'does not exist.
       at
oracle.stellent.ridc.protocol.ServiceResponse.getResponseAsBinder(ServiceResponse.java:116)
at
oracle.stellent.ridc.protocol.ServiceResponse.getResponseAsBinder(ServiceResponse.java:92)
at
oracle.imaging.repository.ucm.UcmResponse.<init>(UcmResponse.java:61)
at
oracle.imaging.repository.ucm.UcmRequest.makeOneServiceCall(UcmRequest.java:310)       
at 
oracle.imaging.repository.ucm.UcmRequest.makeServiceCallWithRetries(UcmRequest.java:228)        
at 
oracle.imaging.repository.ucm.UcmRequest.makeServiceCall(UcmRequest.java:210)        
at 
oracle.imaging.repository.ucm.UcmLifecycleOperationImpl.getStorageRules(UcmLifecycleOperationImpl.java:53)        
... 234 more

11.17 Oracle I/PM Session Time Out When Using OSSO Requires Browser Refresh

When using Oracle Single Sign On, POST requests to WebLogic Server will return an internal server error when the Oracle I/PM session has expired. Refreshing the page returns to the Oracle I/PM log in page for reauthentication to start a new session.

11.18 Oracle Content Server 10g Provides Incorrect Dates for Workflow

When using Oracle Content Server 10g, the BPEL payload is populated with the incorrect date when the date is less than 1969 or greater than 2068. As a workaround, it is recommended that if you are using dates that fall outside the range of 1969-2068, use four digit years for the date. You can set this using the Oracle Content Server System Properties utility.

11.19 Doc URL Returned With Invalid IP Address

Users that are getting a host name or IP address that they don't expect for the document URL probably need to configure the Listener Address in their WLS server. This can be done either by setting listen-address in config.xml for the WLS server, or by using the WLS console. To use the console, expand Environment and click Servers in the Domain Structure window. In the Servers Configuration tab, click on the desired server name. Set Listen Address on this page. Restart WLS. For more information about WLS configuration, see Oracle Fusion Middleware Administrator's Guide.

11.20 Required Fields Added to Oracle Content Server Must Have Default Value Specified

Adding a metadata field to an Oracle Content Server instance using Configuration Manager can cause problems if the field is set as required but no default value is specified. Any metadata fields set as required in Oracle Content Server that do not have default values specified in Oracle Content Server prevents Oracle I/PM from creating documents on the Oracle Content Server instance. Administrators can prevent issues within Oracle I/PM by either setting a default value for the metadata field or by using Oracle Content Server profiles to address the field.

11.21 Oracle I/PM Viewer Fails On UNIX, AIX, and Solaris SPARC

To view documents on a UNIX operating system, you must ensure that library path and display environment variables are properly set. For more information, see the section on setting a library path in an environment variable on a UNIX platform in the Oracle Fusion Middleware Installation Guide for Oracle Enterprise Content Management Suite.

11.22 Viewer Displays Blank Page Instead of Document

In some situations Oracle Content Server may return a document in a search result that the user does not have View rights to in the application. If the user tries to view the document in the Viewer, a blank page is presented instead. This occurs when a user is mapped to the admin group in Oracle Internet Directory, which is then mapped to the admin role in Oracle Content Server. Users having the admin role in Oracle Content Server have rights to all security groups in Oracle Content Server. When a user having the admin role in Oracle Content Server uses an Oracle I/PM search, all documents matching the search criteria are returned in the search result, even if the user does not have View rights to the documents. Attempting to view a document to which the user does not have the Oracle I/PM View right defined in the associated Oracle I/PM application presents a blank page.

11.23 HTML Login Form Displayed Instead of Document in Advanced Viewer Mode

The Oracle I/PM advanced viewer is a Java applet that needs to submit cookies in its requests to authenticate a session and properly display documents. If a system is configured to limit cookies to HTTP only requests, the Viewer cannot authenticate and so the HTML login form is displayed instead of the requested document. To allow the advanced viewer applet to authenticate properly, cookies cannot be limited to HTTP only requests.

11.24 Viewer Reports Magic Number Error

If Oracle I/PM is integrated with Oracle Access Manager and the /imaging directory is incorrectly configured as protected, a magic number error is reported by the Viewer in advanced mode. To correct this, ensure that Oracle Access Manager is properly configured to protect the /imaging/faces directory. For more information, see Section 2.3.5, "Integrating Oracle I/PM With Oracle Access Manager 11g" and Section 2.3.6, "Integrating Oracle I/PM With Oracle Access Manager 10g".

11.25 Invalid Skin Preference Displays Generic User Interface

If an invalid value is set in the DefaultColorSet MBean, or if a user has specified a UI skin in their preferences that has been deprecated when Oracle I/PM is upgraded, then a generic user interface is displayed when the user logs in. The generic interface has a larger font and does not display a logo. Correcting the invalid value of the DefaultColorSet MBean or applying a current skin from the User Preference page corrects the problem.

11.26 Problem Displaying Second Page of Microsoft PowerPoint 2007 Document

There is a know issue with the Oracle Outside In Technology libraries that causes a memory error when attempting to display the second page of a Microsoft PowerPoint 2007 .pptx file. To avoid this, save the original PowerPoint 2007 file to an older PowerPoint version.