Troubleshooting

This section provides solutions for common issues encountered during EPMware installation and operation.

Overview

This troubleshooting guide covers common installation issues, error messages, and their resolutions. Use this guide to diagnose and resolve problems with EPMware components.

Installation Issues

Database Installation

ORA-01017: Invalid username/password

Error:

ORA-01017: invalid username/password; logon denied

Cause: Incorrect credentials or case-sensitive password

Solution:

-- Verify username exists
SELECT username FROM dba_users WHERE username = 'EW';

-- Reset password if needed
ALTER USER ew IDENTIFIED BY new_password;

-- Check password case sensitivity
SHOW PARAMETER sec_case_sensitive_logon;

ORA-01652: Unable to extend temp segment

Error:

ORA-01652: unable to extend temp segment by 128 in tablespace TEMP

Cause: Insufficient temporary tablespace

Solution:

-- Add space to temp tablespace
ALTER TABLESPACE temp ADD DATAFILE '/u01/app/oracle/oradata/temp02.dbf' SIZE 1G;

-- Or resize existing file
ALTER DATABASE DATAFILE '/u01/app/oracle/oradata/temp01.dbf' RESIZE 2G;

ORA-00054: Resource busy

Error:

ORA-00054: resource busy and acquire with NOWAIT specified

Cause: Object locked by another session

Solution:

-- Find locking session
SELECT s.sid, s.serial#, s.username, l.type
FROM v$session s, v$lock l
WHERE s.sid = l.sid
AND l.id1 = (SELECT object_id FROM user_objects WHERE object_name = 'TABLE_NAME');

-- Kill session if necessary
ALTER SYSTEM KILL SESSION 'sid,serial#' IMMEDIATE;

Application Server Issues

Tomcat Won't Start

Symptoms: - Service fails to start - No catalina.out generated - Port already in use error

Solutions:

Check port availability:

# Linux
netstat -tuln | grep 8080
lsof -i :8080

# Windows
netstat -ano | findstr :8080

Verify Java installation:
```
java -version
echo $JAVA_HOME
```

Check permissions:

ls -la /opt/tomcat/
chown -R tomcat:tomcat /opt/tomcat/

Review logs:

tail -100 /opt/tomcat/logs/catalina.out

Out of Memory Errors

Error:

java.lang.OutOfMemoryError: Java heap space

Solution:

Edit setenv.sh or setenv.bat:

# Increase heap size
export CATALINA_OPTS="$CATALINA_OPTS -Xms8192m -Xmx12288m"

# Add heap dump on OOM
export CATALINA_OPTS="$CATALINA_OPTS -XX:+HeapDumpOnOutOfMemoryError"
export CATALINA_OPTS="$CATALINA_OPTS -XX:HeapDumpPath=/opt/tomcat/logs"

Deployment Issues

WAR File Not Deploying

Symptoms: - WAR file present but not extracted - Application not accessible - Deployment errors in logs

Solutions:

Check autodeploy setting:

<!-- In server.xml -->
<Host name="localhost" appBase="webapps"
      unpackWARs="true" autoDeploy="true">

Verify WAR file integrity:
```
jar -tf epmware.war | head
```
Check disk space:
```
df -h /opt/tomcat/webapps/
```

Manual deployment:

cd /opt/tomcat/webapps
mkdir epmware
cd epmware
jar -xvf ../epmware.war

Database Connection Failures

Error:

Cannot create JDBC connection
Connection refused

Solutions:

Verify database is running:

# Check listener
lsnrctl status

# Check database
sqlplus / as sysdba
SQL> SELECT status FROM v$instance;

Test connection string:

# Test with sqlplus
sqlplus ew/password@//hostname:1521/servicename

Check JDBC configuration:

# In fs_custom.properties
jdbc.url=jdbc:oracle:thin:@//hostname:1521/servicename
jdbc.user=ew
jdbc.password=correct_password

Verify firewall rules:
```
telnet hostname 1521
```

Agent Issues

Agent Not Starting

Symptoms: - Service won't start - No PID file created - Agent not visible in UI

Solutions:

Check Java:
```
which java
java -version
```

Verify configuration:

cat /opt/epmware/agent/conf/agent.properties

Check permissions:

ls -la /opt/epmware/agent/
ps aux | grep agent

Review logs:

tail -f /opt/epmware/agent/logs/agent.log

Agent Registration Failed

Error:

Agent registration failed: Invalid key

Solutions:

Generate new key:
Login to EPMware
Navigate to Configuration → Agents
Generate new registration key

Re-register agent:

/opt/epmware/agent/bin/agent.sh register --key=NEW_KEY

Check connectivity:

curl https://epmware.company.com/api/agent/register

Target Application Issues

Planning Connection Failed

Error:

Failed to authorize user for LCM migrations

Solution:

Grant LCM Administrator role: 1. Access Shared Services Console 2. Navigate to User Management 3. Assign LCM Administrator role to EPMware user 4. Restart Planning services

HFM reg.properties Not Found

Error:

Cannot locate reg.properties file

Solution:

Copy reg.properties:

copy D:\Oracle\Middleware\user_projects\config\foundation\11.1.2.0\reg.properties ^
     D:\Oracle\Middleware\user_projects\epmsystem1\config\foundation\11.1.2.0\

Cloud Connection Timeout

Error:

EPMAutomate connection timeout

Solutions:

Check internet connectivity:
```
ping cloud.oracle.com
```

Verify proxy settings:

export HTTP_PROXY=http://proxy:8080
export HTTPS_PROXY=http://proxy:8080

Test EPMAutomate:
```
epmautomate login user password url
```

Performance Issues

Slow Response Times

Symptoms: - Page load times > 5 seconds - Timeout errors - High CPU/memory usage

Solutions:

Check system resources:
```
top
free -h
iostat -x 1
```

Analyze database performance:

-- Check slow queries
SELECT * FROM v$sql 
WHERE elapsed_time > 1000000
ORDER BY elapsed_time DESC;

-- Check wait events
SELECT event, total_waits, time_waited
FROM v$system_event
WHERE event NOT LIKE 'SQL*Net%'
ORDER BY time_waited DESC;

Review application logs:

grep "ERROR\|WARN" /opt/tomcat/logs/epmware.log

Optimize connection pools:

jdbc.maxPoolSize=100
jdbc.minPoolSize=20

Security Issues

SSL Certificate Errors

Error:

javax.net.ssl.SSLHandshakeException: sun.security.validator.ValidatorException

Solutions:

Import certificate:

keytool -import -alias epmware -file certificate.crt \
        -keystore $JAVA_HOME/jre/lib/security/cacerts \
        -storepass changeit

Verify certificate:

keytool -list -v -keystore keystore.jks

Disable verification (dev only):

ssl.verify.hostname=false
ssl.trust.all.certificates=true

Authentication Failures

Error:

LDAP authentication failed

Solutions:

Test LDAP connectivity:

ldapsearch -x -H ldap://ldap.company.com \
           -D "cn=admin,dc=company,dc=com" \
           -W -b "dc=company,dc=com"

Verify LDAP configuration:

ldap.url=ldap://ldap.company.com:389
ldap.base.dn=dc=company,dc=com
ldap.user.search.filter=(sAMAccountName={0})

Common Error Messages

Error Reference Table

Error Code	Message	Solution
EW-001	Database connection failed	Check JDBC settings
EW-002	Invalid credentials	Verify username/password
EW-003	Agent not responding	Check agent status
EW-004	Deployment failed	Review deployment logs
EW-005	Import failed	Check source data format
EW-006	Workflow error	Verify workflow configuration
EW-007	Email send failed	Check SMTP settings
EW-008	License expired	Renew license
EW-009	Out of memory	Increase heap size
EW-010	Connection timeout	Check network/firewall

Logging and Diagnostics

Enable Debug Logging

Application debug:

# In log4j.properties
log4j.logger.com.epmware=DEBUG
log4j.logger.org.springframework=DEBUG

Database debug:

# In fs_custom.properties
debug.sql=true
debug.sql.timing=true

Agent debug:

# In agent.properties
debug.enabled=true
log.level=DEBUG

Log File Locations

Component	Log Location
Database	$ORACLE_BASE/diag/rdbms/...
Tomcat	/opt/tomcat/logs/catalina.out
EPMware	/opt/tomcat/logs/epmware.log
Agent	/opt/epmware/agent/logs/agent.log
Deployment	/opt/epmware/logs/deployment.log

Recovery Procedures

Database Recovery

-- Restore from backup
impdp ew/password directory=DATA_PUMP dumpfile=backup.dmp

-- Rebuild invalid objects
EXEC DBMS_UTILITY.compile_schema('EW');

-- Verify recovery
SELECT COUNT(*) FROM user_objects WHERE status = 'INVALID';

Application Recovery

# Restore application
systemctl stop tomcat
rm -rf /opt/tomcat/webapps/epmware
cp backup/epmware.war /opt/tomcat/webapps/
systemctl start tomcat

Getting Help

Gather Diagnostic Information

Before contacting support, gather:

System information:

uname -a
java -version
cat /etc/redhat-release

Error logs:

tar -czvf logs.tar.gz /opt/tomcat/logs/ /opt/epmware/logs/

Configuration files:

tar -czvf config.tar.gz /opt/tomcat/conf/ /opt/epmware/config/

Contact Support

EPMware Support: - Email: support@epmware.com - Phone: 408-614-0442 - Portal: support.epmware.com

Information to provide: - EPMware version - Error messages - Steps to reproduce - Log files - Configuration files