FAQ 1773: What Are the Steps To Troubleshoot the Error Message: The Server You Are Accessing

is Either Busy or Experiencing Difficulties in a Siebel 7 Web Client User Browser?

Last Modified: Area(s): Release(s): Database(s): App Server OS(s): Latest release tested against: Keywords: 9 December 2004 System Administration V7 (Enterprise) DB2, Microsoft, Oracle AIX, Solaris, Windows NT, Windows 2000, HP-UX V7 (Enterprise) web client, server is busy, web browser, trying to access, busy, experiencing difficulties

You might receive the following error while trying to access a Siebel application version 7.5.x or earlier through a Siebel Web client: The server you are accessing is either busy or experiencing difficulties. Please close the web browser, start a new one and try logging in again. For further support, please copy and send the full message text to your system administrator.[hh:mm:ss] In Siebel Business Application version 7.7 or later, the error message that is returned through the Siebel Web client is: The server you are trying to access is either busy or experiencing difficulties. Please close the Web browser, open a new browser window, and try logging in again. [hh:mm:ss] NOTE: Use the hh:mm:ss information from the error message above to search for the error in the SWEApp log file. This FAQ provides information on how to troubleshoot and isolate why the login page does not open for a Siebel 7 web application. The first thing to try is to recycle the whole environment: Stop the web server, Siebel server and Siebel gateway in the order specified. If you have Resonate installed, make sure that there are no scheduling rules in the dispatch manager after the Siebel server service has been shutdown. To confirm if there are any scheduling rules left, log into the Central Dispatch Manager, then go to the Scheduling Rules tab and review the screen to see if there are any scheduling rules present. If there are any, manually delete them and stop and restart the Resonate site. Restart the Siebel gateway, Siebel server, web server in the order specified. Try to log in using a Siebel web client after 2-5 minutes from starting the Siebel service. (Object Managers take some time to come up after the Siebel server service has been started).

page 1 of 8

FAQ 1773: What Are the Steps To Troubleshoot the Error Message: The Server You Are Accessing is Either Busy or Experiencing Difficulties in a Siebel 7 Web Client User Browser?

When you type in the URL for a particular Siebel application, the following happens: The browser sends a request to the Web server. The web server accesses the Virtual directory according to the URL. The Web server then communicates with the SWSE (Siebel Web Server Extension). The SWSE then uses the settings from the eapps.cfg file (Like AnonUserName / AnonUserPassword and the application connect string) to connect to the appropriate Siebel gateway, enterprise, server and then the Object manager. The Object manager accordingly starts tasks for the SWSE request.

Check that the appropriate Siebel gateway service and Siebel server services are up and running: Under Windows platform, navigate to the Start > Administrative Tools > Services and query for the appropriate Siebel services to see if they are running. Under UNIX platform, use the commands list_ns or list_server siebel_server_name to see if the Siebel services are running.

Now check the following: 1. Is the web server responding? Type in the web server address in the browser address box: http://webserver See if the web server default page comes up (example: an under construction page will be seen on the IIS web server). If this does not return a page, check if the web server has been installed and set up correctly and is running. Refer to the 3rd party Web Server documentation for further information. 2. Is the web server recognizing the request for the web engine plug-in? Try using the following URL directly: Siebel version 7.0.x http://webserver/callcenter/ Siebel version 7.5.x or later http://webserver/callcenter_enu/ Although the login URL will generally be in the form of an application directory, for example: http://yourserver/callcenter/, the request will eventually be changed to one for a particular page with the extension .swe, for example http://yourserver/callcenter/start.swe.

page 2 of 8

FAQ 1773: What Are the Steps To Troubleshoot the Error Message: The Server You Are Accessing is Either Busy or Experiencing Difficulties in a Siebel 7 Web Client User Browser?

If you do not see the start.swe being added to the URL you typed in, then the web engine plug-in has probably not been configured correctly. You should make sure your SWSE environment has been configured properly based on the information in the Siebel Bookshelf version 7.5 > Siebel Server Installation Guide (for Microsoft Windows or UNIX) > Installing the Siebel Web Server Extension > Post-Installation Tasks for Siebel Web Server Extension > Adding a New Virtual Web Directory to IIS > starting with Step 10 Click the Configuration Button through Step 14 Add the SWEF extension. 3. Is the web engine plug-in able to receive the request from the web server? Try using the following URL: http://webserver/callcenter/_stats.swe This will help test whether the web engine plug-in is loaded correctly and is able to process requests. The statistics page can be changed from the default _stats.swe by making the change to the StatsPage parameter in the eapps.cfg file in the SIEBEL_ROOT\SWEApp\BIN directory. For more information about reconfiguring the stats page, refer to Siebel Bookshelf version 7.5 > Siebel Server Administration Guide > Siebel Web Server Extension Stats Page > Configuring the Stats Page. If this does not return the swe statistics page then the web server is misconfigured, or the plug-in was not installed correctly. 4. Is the web engine able to find a Siebel server? Verify that the connect strings in the web engines eapps.cfg file (found in the SIEBEL_ROOT\SWEApp\BIN directory) are correct. Siebel version 7.0.x or 7.5.x ConnectString = Siebel.TCPIP.none.NONE://siebel101:2320/Siebel/eEventsObjMgr_e nu/siebel2 Siebel version 7.0.x or 7.5.x environments with Resonate ConnectString = Siebel.TCPIP.none.NONE://siebel101:2320/Siebel/eEventsObjMgr_e nu where: Value Siebel.TCPIP none (first instance) NONE (second instance) Siebel101 (first instance) 2320 Siebel eEventsObjMgr_enu Siebel2 (second instance) Description The networking protocol The encryption type chosen Data compression method chosen Siebel Gateway alias chosen (or Virtual IP address (VIP) if using Resonate) Gateway Server/VIP listening port number Enterprise Server name chosen Relevant Object Manager (in this example, the eEvents Object Manager) Siebel server alias chosen (This is blank if using Resonate)

page 3 of 8

FAQ 1773: What Are the Steps To Troubleshoot the Error Message: The Server You Are Accessing is Either Busy or Experiencing Difficulties in a Siebel 7 Web Client User Browser?

Siebel version 7.7 ConnectString = Siebel.TCPIP.none.NONE://siebel101:2321/Siebel/eEventsObjMgr_e nu where: Value Siebel.TCPIP none (first instance) NONE (second instance) Siebel101 (first instance) 2321 Siebel eEventsObjMgr_enu Description The networking transport protocol The encryption type chosen Data compression method chosen Siebel Gateway alias chosen (or Virtual IP address (VIP) if using load-balanced) Gateway Server/VIP listening port number Enterprise Server name chosen Relevant Object Manager (in this example, the eEvents Object Manager)

5. Is the Anonymous User information correct? If this information is not specified in the individual Object Manager sections, the default Anonymous user credentials under the [Default] section are used. 6. Is the Siebel server running the application object manager that is being requested? In a Microsoft Dos window navigate to SIEBEL_HOME\siebsrvr\bin directory to invoke the server manager command line utility. For more information about this utility, refer to FAQ 1352. srvrmgr /g <gateway server> /e <enterprise server> /u <username> /p <password> a. Check the status of the Siebel server: srvrmgr> list server Here is the output from the list server command: srvrmgr> list server SBLSRVR_NAME HOST_NAME INSTALL_DIR SBLMGR_PID SV_DISP_STATE SBLSRVR_STATE START_TIME END_TIME SBLSRVR_STATUS ------------ ---------- ------------------ ---------- ------------ ------------ ------------------- -------- --------------------------------kkurlandP475 kkurlandP4 D:\sea752\siebsrvr 1904 Running Running 2004-05-06 13:28:59 7.5.2.100 [15252] LANG_INDEPENDENT

page 4 of 8

FAQ 1773: What Are the Steps To Troubleshoot the Error Message: The Server You Are Accessing is Either Busy or Experiencing Difficulties in a Siebel 7 Web Client User Browser?

b. Check the status of the component on that server: svrrmgr> list comp <object manager alias> show CC_ALIAS, CP_DISP_RUN_STATE Here is the output from the above command: srvrmgr> list comp "Call Center Object Manager (ENU)" show CC_ALIAS, CP_DISP_RUN_STATE CC_ALIAS ------------SCCObjMgr_enu c. CP_DISP_RUN_STATE ----------------Running

Check the tasks of the component on that server: srvrmgr> list tasks for comp <object manager alias> show TK_TASKID, TK_DISP_RUNSTATE, TK_LABEL Here is the output from the above command: srvrmgr> list tasks for comp "Call Center Object Manager (ENU)" show TK_TASKID, TK_DISP_RUNSTATE, TK_LABEL TK_TASKID --------53282 53281 TK_DISP_RUNSTATE ---------------Running Running TK_LABEL -------SADMIN SADMIN

If there are one or more tasks listed, then the web engine has succeeded in finding the server and sending a request to the server. If not, then verify that the Siebel server can be reached from the web server (try to ping each machine from the other machine). 7. Is there any additional information that can be generated in the log files? For Siebel versions 7.0.x or 7.5.x, in the eapps.cfg file found in the SIEBEL_HOME\SWEApp\BIN directory, make sure that you have the entry Log = Details under the [swe] section. For example: [swe] Log = details If you have to modify the eapps.cfg file in any way, then you will need to stop and start your web server in order for the changes to take effect. For Siebel versions 7.7, setting the Log parameter has no affect. Instead, you need to set 3 environment variables to gather more tracing information: SIEBEL_LOG_EVENTS=4 (or higher) SIEBEL_SESSMGR_TRACE=1 SIEBEL_SISNAPI_TRACE=1 For more information about tracing SWSE, review FAQ 2117.

page 5 of 8

FAQ 1773: What Are the Steps To Troubleshoot the Error Message: The Server You Are Accessing is Either Busy or Experiencing Difficulties in a Siebel 7 Web Client User Browser?

Setting this parameter or environment variables will allow further information to be recorded in the SWE log files. The SWE log files can be found in the SIEBEL_HOME\SWEApp\LOG directory. Platform Windows UNIX File Name ssyymmdd.log swenesPID.log File Format where yy=year, mm=month, dd=day where PID=The Unix process ID of the Web Server

After you encounter the above error message, please check the SWE logs for any additional information that may help you to diagnose the behavior that you are seeing. It may be necessary for you to provide the log files to Siebel Technical Support for further diagnosis. 8. Are your database connection parameters correct? Confirm that you have the database clients installed on the Siebel server machine if you are using Oracle or DB2. If you do not have them installed, then go to your database vendor site to install the connectivity client. If the client is installed, confirm the following: Oracle a. Make sure there is a Net Service Name record present to service connections. You can confirm this by using the Oracles Net Configuration Assistant. b. Make sure the values entered for the database hostname, service name (in other words, database instance name), and the port number is correct. c. If there is no Local Net Service Name record, then create one with the details pointing to the Siebel database.

d. Test the connection of this net service using the SADMIN username and password. DB2 a. Make sure there is a DB2 database entry to service connections. You can confirm this by using the DB2s Client Configuration Assistant. b. Make sure the values entered for the database hostname, port number and database name is correct. c. If there is no DB2 database entry, then create one with the details pointing to the Siebel database.

d. Test the connection of this entry using the SADMIN username and password. Microsoft SQL Server a. Make sure there is an ODBC System Data Source entry for the Siebel installation. You can confirm this by navigating to the Start > Control Panel > Administrative Tools > ODBC Data Source Administrator. The naming convention is SiebSrvr_<enterprise_name>. b. Make sure the values entered for the database hostname and database is correct.

page 6 of 8

FAQ 1773: What Are the Steps To Troubleshoot the Error Message: The Server You Are Accessing is Either Busy or Experiencing Difficulties in a Siebel 7 Web Client User Browser?

c.

If there is ODBC System Data Source, then create one with the details pointing to the Siebel database and using the SQL Server driver.

d. Test the connection of this entry using the SADMIN username and password. Connect to the Server Manager command line utility as specified above and type the following command: srvrmgr> List param DSConnectString for named subsystem ServerDataSrc show PA_ALIAS, PA_VALUE Here is the output from the above command: srvrmgr> list param DSConnectString for named subsystem ServerDataSrc show PA_ALIAS, PA_VALUE PA_ALIAS PA_VALUE -----------------------------------------------------DSConnectString SiebSrvr_siebel752 The results should show the PA_ALIAS as DSConnectString and PA_VALUE as the name of the connection entries above, Net Service Name for Oracle, DB2 Database entry for DB2 and System Data Source for Microsoft SQL Server. If this value is incorrect, then change it to the correct value as below: srvrmgr> change param DSConnectString="<connectstring value>" for named subsystem ServerDataSrc 9. Reported Behaviors Below is a behavior that has been reported by existing customers. A solutions is provided for how to correct this behavior. Behavior: In the SWE App log file are the errors: GenericLog GenericLog 0 2004-05-06 16:22:41 [744] ERROR 744: [SWSE] Impersonate failed. GenericLog GenericLog 0 2004-05-06 16:22:41 [744] ERROR 744: [SWSE] Set Error Response (User: Session: Error: 00065535 Message: No error strings. Message DLL not loaded.) GenericLog GenericLog 0 2004-05-06 16:22:43 [1904] DETAILS 1904: [SWSE] User : SADMIN Attempting ( 6) to open a session ... GenericLog GenericError 1 2004-05-06 16:22:43 Login failed for Login name : SADMIN GenericLog GenericLog 0 2004-05-06 16:22:43 [1904] ERROR 1904: [SWSE] Open Session failed (0xffff) after 0.0419 seconds. GenericLog GenericLog 0 2004-05-06 16:22:50 [1904] DETAILS 1904: [SWSE] User : SADMIN Attempting ( 7) to open a session ... GenericLog GenericError 1 2004-05-06 16:22:50 Login failed for Login name : SADMIN GenericLog GenericLog 0 2004-05-06 16:22:50 [1904]

page 7 of 8

FAQ 1773: What Are the Steps To Troubleshoot the Error Message: The Server You Are Accessing is Either Busy or Experiencing Difficulties in a Siebel 7 Web Client User Browser?

ERROR 1904: [SWSE] Open Session failed (0xffff) after 0.0415 seconds. Solution: The cfg file for the object manager does not exist under the SIEBEL_ROOT\siebsrvr\BIN\[LANG] directory. Copy another working cfg file to this directory and stop and restart the Siebel Server. If you are unable to troubleshoot the cause using the above information then log a service request to Siebel Technical Support for further assistance.

page 8 of 8