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MarkView All Components - MarkView Application Server (under OC4J) - What diagnostic steps should I follow and what information should I gather when there is an issue with OC4J?

Summary

3789

Applies To

  • ERP System: ( Oracle, SAP, Peoplesoft)
  • MarkView Version: (All effected versions e.g. 6.x and above.)

Behavior

  • Encountering issues with the MarkView Applicaiton Server running under an Oracle Container for J2EE (OC4J)

Resolution

  • If you encounter an issue with the MarkView Applicaiton Server running under an Oracle Container for J2EE (OC4J), please check the following items and be prepared to provide these items to Kofax Technical Support:
    1. Please clarify the symptoms of the problem:
      1. Exact command used to start OC4J (start and stop shell scripts or batch files).
      2. Zip of j2ee/home/config directory
      3. OC4J log files (all existing, not just most recent):
        • Zip of j2ee/home/log
        • OC4J error file (usually specified by the -err parameter when starting OC4J)
        • OC4J log file (usually specified by the -out parameter when starting OC4J)
      4. frequency of problem
      5. date and time of last occurrence
      6. errors reported to the log or screen
      7. Is a core dump is created?
      8. If the process hangs, how is the process getting terminated? (e.g. kill -9 on Unix)?
      9. User load at time of occurrence (an approximate number of MarkView users).
      10. Is http tunneling being used?
      11. Is load balancing used ? either hardware or software load balancers?
    2. Current Technology Stack and Platform information
      Technology Version
      1. Middle Tier
        Middle Tier Operating System Version (including 32 or 64 bit, Service Pack, etc.)
        Java (java ?version from OC4J account)
        9iAS
        9i Client
      2. Database
        Database Operating System (including 32 or 64 bit, Service Pack, etc.)
        Oracle Database Version
        MarkView Database Objects(exec mv_Version.showall)
      3. Client
        MarkView Viewer Web Edition
        MarkView Viewer Enterprise Edition
        MarkView Express
    3. List of OS patches from middle tier
      1. Solaris ? showrev ?p
      2. HPUX ? swlist
    4. How often are you bouncing the OC4J processes?
    5. Which Kofax server modules / products are using this OC4J instance or on this server (e.g. Barcode Generator, SQL*Flow Monitor)?
    6. Which OS shell used to start / stop processes?
    7. Environment variable settings for user starting OC4J:
      1. Unix Only: env >> my_oc4J_env.txt 
      2. Windows: Settings->Control Panel->System->Advanced->Environment Variables->System Variables
        1. Path, Classpath
    8. Number of users actively using the system ? core and field users.
      You can use the following answer to determine this information:
      Concurrent Usage
    9. Obtain a JVM thread dump and stack trace when the OC4J process hangs:
      How to obtain a JVM thread dump and stack trace

Keywords: diagnostic, troubleshooting