> Troubleshooting the SSC
> You may face issues while working with a Subscriber Services Controller (SSC) deployment, as well as installing or un-installing SSC. For troubleshooting such issues SSC deployment provides following categories of support data:

> • | System logs.

> • | Event logs.

> • | Current status of the process associated with any SSC component.

> • | Database and grid status.

> • | Network connectivity status.

> Refer to appropriate sections in administration chapter for procedures to access this data.
> Following trouble shooting sections provide information about possible causes and work arounds if available for such issues. The issues are categorized as:

> • | Issues Pertaining to SSC Installation

> • | Issues Pertaining to SSC Startup

> • | Issues Pertaining to SSC Database

> • | Issues Pertaining to In Memory Database (IMDB) Application

> Issues Pertaining to SSC Installation
> This section includes the issues that you may face during single host as well as cluster installation for your SSC deployment.

> Problem: | RDBMS database creation fails.
> Possible Cause(s): | Installer is not able to create the database schema.
> Action(s): |
> • | Log-in as root user.
> • | Access the installation log by issuing following command tailf /var/log/messages
> • | The log file should contain following entries.: Result of installing post install steps for database 0 and SSC installation is done.
> • | Absence of the above mentioned entries in log suggests that display issues may be interrupting execution of database utilities.
> • | As a root user issue following command: su -database- c “/localhome/install/database/runInstaller -silent -noconfig -responseFile /localhome/install/database/ssc_database_sw_install.rsp”
> • | This command will update log file in ../var/log/messages directory.
> • | Un-install SSC on this blade.
> • | Again install SSC on this blade.

> ‌

> Problem: | Installer hangs while installing database.
> Possible Cause(s): | This may be due to some issue related to X11 forwarding.
> Action(s): |
> • | Log-in as root user.
> • | Access .. /var/log/message directory.
> • | Ensure that this directory contains a message - Host created for searching xauth list is datablade2/unix:10.
> • | Ensure that this directory does not contain any message stating – Searching xauth list using key.
> • | Delete .Xauthority file from home/root directory.
> • | Issue following command: mv /var/.com.zerog.registry.xml var/.com.zerog.registry.xml.
> • | Start the installation process again.

> ‌

> Problem: | During installation process lost connectivity to installer.
> Possible Cause(s): | You may lose connectivity to installer if you try to configure management interface using the GUI based installer.
> Action(s): |
> • | Exit installation process.
> • | Delete.. /tmp/ssc folder.
> • | Re-install SSC without configuring management interface.

> ‌
> Issues Pertaining to SSC Startup
> This section includes the issues that you may face during initiating the SSC using the administrative scripts, provided during installation.

> Problem: | Neither SSC starts nor does it gives any specific error message.
> Possible Cause(s): | SSC is not able to display the cause for not starting.
> Action(s): |
> • | Log in as SSC admin user.
> • | Access the logs in file logs/startup.log directory.
> • | Read the messages and fix the issues mentioned in the log file.
> • | Re-start SSC.

> ‌

> Problem: | SSC does not start while giving apache error message.
> Possible Cause(s): | SSC is not able to start and displays following message Error: Syntax error on line 40 of /localhome/ssc/3rdparty/apache/conf/httpd.conf
> Action(s): |
> • | Log in as SSC admin user.
> • | Access the etc/hosts file, and get the ip address of the blade where SSC is not starting.
> • | Edit the file localhome/ssc/3rdparty/apache/conf/httpd.conf and add this IP address before the port as follows: Listen 192.168.10.2:8080 where 192.168.10.2 is the host IP address.
> • | Stop SSC using command sscadmin stop.
> • | Start SSC using command sscadmin start.

> ‌

> Problem: | After installation Sh controller is not coming up.
> Possible Cause(s): | Sh controllers do not start until you bind these controllers using SSC administration console.
> Action(s): |
> • | Log-in to console is an SSC administrator.
> • | Use the Interface Management option to bind Sh controllers.
> • | Refer to Managing Interfaces section, in SSC administration chapter of the SSC Installation & Administration guide.

> ‌

> Problem: | SSC does not stop properly.
> Possible Cause(s): | Heart beat daemon is not able to kill all the processes related to application and database of this SSC instance.
> Action(s): |
> • | Stop SSC instance using script ./sscadm stop.
> • | List all the SSC processes that are still active by using command ps –e | grep sn_*.
> • | Kill each of this SSC related process.
> • | Re-start SSC using script ./sscadm start.

> ‌
> Issues Pertaining to SSC Database
> This section includes the issues that you may face when SSC is trying to access the subscriber or subscription information from database.

> Problem: | Not able to start database listener.
> Possible Cause(s): | database listener process is not running.
> Action(s): |
> • | From the location $database_HOME/bin execute lsnrctl.
> • | At lsncrtl prompt enter start to initiate the listnerl process.
> • | Enter quit.

> ‌

> Problem: | 12519:database-12519:TNS: no appropriate service handler found – error listed in log/sn_SSCn.log file.
> Possible Cause(s): | Listener process may not have been registered for the database.
> Action(s): |
> • | Ensure that the listener has started.
> • | Login as databasesuper user, by issuing command: su –database.
> • | Access the directory ../localhome/ssc/install/spr_install .
> • | Check the database status by issuing following command:./sscdbstatus.sh SSC .
> • | If database status shows errors, then check whether the listener process is owned by database.
> • | If databaseno longer owns the listener process, and this process is owned by daemon, then kill listener process, as a root user and using kill -9 <pid> command.
> • | Login as database administrator and start listener, by issuing command:lsnrctl start .
> • | Now, again check the status of database, by accessing../ssc/install/spr_install directory and by issuing command: ./sscdbstatus.sh SSC .

> ‌
> Issues Pertaining to In Memory Database (IMDB) Application
> This section includes the issues that you may face when SSC is trying to access the subscriber or subscription information from database using the IMDB application.

> Problem: | Grid creation fails.
> Possible Cause(s): | Installer is not able to create the IMDB_App grid.
> Action(s): |
> • | Login as a root user.
> • | Access the following file on the blade where database is configured: /localhome/database/app/database/product/11.2.0/dbhome_1/network/admin/tnsnames.ora.
> • | Check the SSC entry in this file that contains following fields(DESCRIPTION =, (ADDRESS_LIST = (ADDRESS= PROTOCOL = TCP) (HOST = datablade1) (PORT = 1521)) CONNECT_ DATA = (SID =SSC))).
> • | Ensure that you can log-in to database as sqlplus spradm/spr_adm@SSC .

> ‌

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