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.

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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.

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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.

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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.

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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.

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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.

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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.

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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.

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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 .

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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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