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MarkView Viewer Express - What diagnostic steps should I follow and what information should I gather when there is an issue with MarkView Express Viewer?

Summary

4525

Applies To

  • ERP System : Oracle, SAP
  • MarkView Versions: MarkView 5.0 to 6.x

Behavior

  • This article describe some troubleshooting techniques for the MarkView Express Viewer.
Please note if you are looking for troubleshooting information for MarkView 7.0 then refer to the Related Articles section.
  • Express viewer is a browser-based viewer that resides on a server, not on each employee computer. The Express viewer runs on most major browsers. Business users who view, comment, and approve documents, but do not work within Oracle Applications, use MarkView Express.
  • For customers running Oracle Applications or SAP the MarkView Content Server integrates with the MarkView Express Viewer to allow business users to add and edit accounting distribution lines. (Please note that beginning with MarkView 6.2 the Content Server and Express Viewer are both merged into the mvas-vue OC4J.)

Known Causes

  • Troubleshooting techniques.

Resolution Steps

If you encounter an issue with the MarkView Express Viewer, please perform the following troubleshooting steps:

Unable to view specific images

  • If you are unable to view a specific image you will want to ensure that the ERP Invoice associated with the MarkView workitem was not deleted. Since the Express Viewer queries the ERP system to load information in the detail sections if the Invoice has been deleted, an error, similar to the following may appear:

An internal error has occurred. Please contact your MarkView system administrator for assistance. Select Continue to return to the main invoice page.

  • As a workaround, you can switch the user over to the Enterprise Edition Viewer temporarily, by simply setting a user-level value for the WEBCLNT_COMPATIBILITY_MODE MarkView Preference.
  • A value of 4.6 will designate the Enterprise Edition Viewer while a value of 5.0 configures the Express Viewer.
  • In some cases documents with large workflow histories may cause certain documents to load slowly or timeout while loading when the detail section is retrieved. The following Support Web Answer contains information on how to troubleshoot this issue:

All users unable to retrieve images

Verify the OC4J is up

  • MarkView Versions 5.0 to 5.10.x
    • Attempt to hit the http OC4J port configured for the Express Viewer and Content Server (5.5 to 5.10.x) by going to a URL of the following form:
      http://server:http_port
    • The http_port can be found in the Oracle Containers for J2EE (OC4J)_HOME\config-mvas-vue\http-web-site.xml file (Oracle Containers for J2EE (OC4J)_HOME\config-mvas-content\http-web-site.xml for Content Server). (If you are running https in your environment you will need to check the secure-web- site.xml file)
    • If the OC4J splash screen does not appear review the log file for any error messages. (See Logging section below for more information on logging.)
  • MarkView Versions 6.x and higher
  • Log into Oracle Enterprise Manager (OEM) and ensure that the 'mvasvue' component is started (MarkView versions 6.0 to 6.1.x should also ensure that the 'mvascontent' component is started). This is designated by the green up arrow in the Status column.

If the component will not start review the log file for any error messages. (See Logging section below for more information on logging.)

Check/Troubleshoot file transport method

  • If you are receiving an error message when attempting to retrieve an image please review the following Support Web Answer if you are using the Document Transport Module (DTM) to transfer images.
  • If you are receiving an error message when attempting to retrieve an image please review the following Support Web Answer if you are using FTP to transfer images.

Review log files for errors

  • If MarkView Express is not functioning correctly then you will want to review the log files for any error messages. See the 'Logging' section below for logging information.
    • For MarkView versions 5.0 to 5.10.x if the errors point to a port issue you can check the http-web-site.xml, jms.xml, and rmi.xml files located in the Oracle Containers for J2EE (OC4J)_HOME\config-mvas-vue directory ( Oracle Containers for J2EE (OC4J)_HOME\config-mvas-content for Content Server) to ensure that the port is not being used by another application. (If you are running https in your environment you will need to check the secure-web-site.xml file)
    • For MarkView versions 5.5 and higher if the errors point to an issue with the Content Server the log files will display the API call and parameters which are being passed into the API call along with any error messages being received.

Verify preference values

There are several preferences which you should check to ensure that the correct values are specified.

  • MarkView versions 5.x to 5.10.x

Preference Name

Preference Value

EXPRESS_BASE_URL

http://server:express_http_port/mvasvue/ultralite

EXPRESS_HTTP_BASE_URL

http://server:express_http_port/mvasvue

MVAS_CONTENT_BASE_URL (Oracle,SAP)

http://server:content_http_port/mvascontent/markup

  • MarkView versions 6.x and higher

Preference Name

Preference Value

EXPRESS_BASE_URL

http://server:http1_port/mvasvue/ultralite

EXPRESS_HTTP_BASE_URL

http://server:http1_port/mvasvue

MVAS_CONTENT_BASE_URL

(Oracle,SAP, 6.0 to 6.1.x)

http://server:http1_port/mvascontent/markup

General Troubleshooting Steps

Check pre-requisite software

To check the versions of pre-requisite software please review the following Support Web Answer:

Check for ERP specific problems

  • If you are able to view images from Process Monitor but not from your ERP system then the issue is likely with the MarkView integration with your ERP system.
  • MarkView Version 5.0 please see the following Support Web Answer:

As an additional check you can attempt to view a specific document directly using a URL of the following form:

WEBCLNT_HTTP_BASE_URL/mvw_client.mvsd?d=document_id

Where WEBCLNT_HTTP_BASE_URL is the value of the WEBCLNT_HTTP_BASE_URL preference, and document_id is the MarkView document_id that you would like to view.

Check for pop-up blockers

Ensure that pop-up blockers have been disabled. As the MarkView Viewer Control Window will open in a new browser window a pop-up blocker could prevent the Control Window from opening. For more information about the effects of pop-up blockers please review the following Support Web Answer:

Troubleshooting Accounting Details (DFM) issues

If you are encountering an issue adding Accounting Details to an invoice please review the following Support Web Answer:

Performance issues

  • All MarkView Versions
    • Determine if additional memory is needed by the OC4J.

In order to determine if additional memory is needed by the OC4J we can log information about the Java Garbage Collection Process (GC). By logging GC information we can see if the max Java Heap size is set to low.

If the log files indicate that Garbage Collection is occurring frequently and reclaiming very little memory this would be an indication that additional memory needs to be allocated to the OC4J.

MarkView Versions 5.10.x and previous

  • Stop the MarkView Express Viewer OC4J
  • Modify the start-mvas-vue script by adding the following parameters between the java command and -jar oc4j.jar
    • Djdbc.debug=true -Ddatasource.verbose=true
    • verbose:gc -XX:+PrintGCTimeStamps -Xloggc:log/mvas-vue-gc-debug.log Start the MarkView Express Viewer OC4J.
  • GC information will now be logged to the Oracle Containers for J2EE (OC4J)_HOME/log/mvas-vue-gc-debug.log file.

MarkView Versions 6.x and higher

  • Logon to OEM and click on OC4J Group Name
  • Click on Administration
  • Click 'Go To Task' for 'Server Properties'
  • Select the checkbox next to 'Verbose'
  • Select the checkbox next to 'Verbose:gc'
  • Bounce OPMN using opmnctl stopall / opmnctl startall
  • GC information will now be logged to the $ORACLE_HOME/opmn/logs/GROUP_NAME~OC4J_INSTANCE_NAME~1.log file.
  • Increasing the amount of memory available to the OC4J

Depending on the type of actions end users are performing and the number of end users accessing the OC4J you may need to increase the amount of memory available. MarkView Versions 5.10.x and previous

  • Stop the MarkView Express Viewer OC4J
  • The -Xms (initial heap size) and -Xmx (maximum heap size) parameters control how much memory is available to the OC4J. Kofax recommends that these be set to the same value in order to avoid any delays associated with additional memory allocation after the initial heap size is used. In order to increase the amount of memory available you can open the start-mvas-vue script and modify the -Xms and -Xmx parameters.For example setting the following parameters will allow the Express Viewer to use 2 GB of RAM.
    -Xms2g -Xmx2g

Note: If your Application Server is running on a Windows machine you can typically allocate 1.4 to 1.6 GB of RAM per OC4J process. For Linux and Solaris machines this can be set to 3.5 GB of RAM per process.

  • Start the MarkView Express Viewer OC4J.

MarkView Versions 6.x and higher

  • Logon to OEM and click on OC4J Group Name
  • Click on Administration
  • Click in Go To Taks for 'Server Properties'
  • Enter a value in the 'Maximum heap size' field.
  • Enter a value in the 'Initial heap size' field.
  • Bounce OPMN using opmnctl stopall / opmnctl startall
  • Depending on the number of users in your environment, load balancing the Express Viewer may help with performance issues. Information on load balancing can be found at the following Support Web Answer:
  • Information on troubleshooting general performance issues can be found at the following Support Web Answer:
  • MarkView Versions 5.5 to 5.10.x
    • If your organization using MarkView Batch Printing ensure that there is a separate OC4J for Document Export has discussed in the following Support Web Answer:

Logging

Enable Debug Logging

  • MarkView Version 5.0
  • Stop the Express (mvasvue) OC4J.
  • To enable debug logging for MarkView Express set the EXPRESS_DEFAULT_SESSION_LOG_LEVEL preference to 10. Start the Express (mvasvue) OC4J.
  • MarkView Version 5.5 to 5.10.7
  • Stop the Express (mvasvue) and Content Server (mvas-content) OC4Js
  • To enable debug logging for MarkView Express set the EXPRESS_DEFAULT_SESSION_LOG_LEVEL preference to 10.
  • To enable debug logging for the Content Server open the Oracle Containers for J2EE (OC4J)_HOME/mvascontent/mvascontent/WEB-INF/classes/log4j.properties file.

    Change the line:log4j.rootLogger=WARN, rollingFile, console
    To: #log4j.rootLogger=WARN, rollingFile, consol

    Change the line: #log4j.rootLogger=DEBUG, rollingFile, console
    To: log4j.rootLogger=DEBUG, rollingFile, console
  • Save the file
  • Start the Express (mvasvue) and Content Server (mvas-content) OC4Js
  • MarkView Version 5.10.8 and higher.
  • To enable debug logging for MarkView Express and Content Server set the EXPRESS_DEFAULT_SESSION_LOG_LEVEL preference to 4. (Note that no bounce of the OC4J is needed.)

Disable Debug Logging

  • MarkView Version 5.0
    • Stop the Express (mvasvue) OC4J.
    • To enable debug logging for MarkView Express set the EXPRESS_DEFAULT_SESSION_LOG_LEVEL preference to -1.
    • Start the Express (mvasvue) OC4J.
  • MarkView Version 5.5 to 5.10.7
  • Stop the Express (mvasvue) and Content Server (mvas-content) OC4Js
  • To disable debug logging for MarkView Express set the EXPRESS_DEFAULT_SESSION_LOG_LEVEL preference to -1.
  • To disable debug logging for the Content Server open the Oracle Containers for J2EE (OC4J)_HOME/mvascontent/mvascontent/WEB-INF/classes/log4j.properties file.

Change the line: #log4j.rootLogger=WARN, rollingFile, console
To: log4j.rootLogger=WARN, rollingFile, console

Change the line: log4j.rootLogger=DEBUG, rollingFile, console
To: #log4j.rootLogger=DEBUG, rollingFile, console

  • Save the file
  • Start the Express (mvasvue) and Content Server (mvas-content) OC4Js MarkView 5.10.8 and higher
  • To disable debug logging for MarkView Express and Content Server set the EXPRESS_DEFAULT_SESSION_LOG_LEVEL preference to -1. (Note that no bounce of the OC4J is needed.)

Log File Location

  • MarkView Versions 5.0
    • File location: Oracle Containers for J2EE (OC4J)_HOME/log directory
    • File name(s): mvasvue*, (also mvexpress.log with MarkView 5.5 to 5.10.x)
  • MarkView Versions 5.5 to 5.10.x
    • File location: Oracle Containers for J2EE (OC4J)_HOME/log directory
    • File name(s): mvasvue*,mvas-content*,mvexpress.log,mvas-contentserver.log
  • MarkView Versions 6.0 to 6.1.x
    • File location: $ORACLE_HOME/j2ee/<MVAS OC4J Instance>/log directory
    • File name(s): mvexpress.log, mvas-contentserver.log
  • MarkView Versions 6.2 and higher
    • File location: $ORACLE_HOME/j2ee/<MVAS OC4J Instance>/log directory
    • File name(s): mvexpress.log

Impact of Debug Logging

Enabling debug logging will cause the Express Viewer to grow at a rate of about 14 KB for a one page document. This size will vary depending on the number of markups included in the document as well as the number of pages in each document. With MarkView 6.x out of the box MarkView Express will let the log file grow to 15000KB and will keep 3 backup copies of the log file before overwriting them. In this case the maximum hard drive space taken up by the Express log file will be 45000KB. If the log file exceeds this size it will automatically overwrite the oldest information.

Keywords: Viewer, Express, debug, GC, Garbage, Collection, verbose, xms,xmx, heap,memory