14.5.1 List of possible problems
No. |
Problem |
---|---|
1 |
The Web browser cannot connect to JP1/IM - Service Support. |
2 |
When you updated the user information, role information, process work board information, or system information, different update contents were displayed. |
3 |
Search results take a long time to display. |
4 |
The process work board or the target system is not displayed. |
5 |
The KNAB12001-E error message was output during window operation. |
6 |
You registered an Item form, but the process standard Item form was not updated. |
7 |
The process standard Item form was unintentionally updated when you registered an Item form. |
8 |
The KNAB11017-E error message was output, but the user name and the password are correct. |
9 |
The KNAB26202-Eerror message was output during execution of the Item form registration command. |
10 |
The Items that match the search conditions during a simple search are not displayed in the List of item search results window. |
11 |
The definition file settings were not applied correctly. |
12 |
You received a garbled email. |
13 |
A value was specified for Unsolved time treated as extended in the New process work board window or Edit the process work board window, but the default (72 hours) was used to determine extended Items in the main window (Item status). |
14 |
An error occurred when a value was entered for Unsolved time treated as extended in the Edit the process work board window. |
15 |
After cancelling command execution by, for example, pressing the Ctrl+C keys, you cannot confirm that the command has terminated. |
16 |
You cannot log in to a specific JP1 product in a single sign-on manner. |
17 |
One of the messages listed below was displayed in the Windows event log. For details about the actions to be taken, see 13.2.2 Messages output by JP1/IM - Service Support databases to the event log .
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- Organization of this subsection
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(1) The Web browser cannot connect to JP1/IM - Service Support
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(4) The process work board or the target system is not displayed
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(5) The KNAB12001-E error message was output during window operation
-
(6) You registered an Item form, but the process standard Item form was not updated
-
(7) The process standard Item form was unintentionally updated when registered an Item form
-
(8) The KNAB11017-E error message was output, but the user name and the password are correct
-
(9) The KNAB26202-E error message was output during execution of the Item form registration command
-
(11) The definition file settings were not applied correctly
-
(16) If you cannot log in to a specific JP1 product in a single sign-on manner
-
(1) The Web browser cannot connect to JP1/IM - Service Support
Cause
Some possible causes of the problem are as follows:
-
The JP1/Service Support service or the JP1/Service Support - Web Service service has stopped.
-
A network problem has occurred between the Web browser and the JP1/IM - Service Support server.
-
The specified port number is incorrect.
Action
-
Make sure that the JP1/Service Support service and JP1/Service Support - Web Service service are running.
-
Execute the Ping command to confirm the connection to the server.
-
Execute the telnet command to confirm the connection to the target port.
(2) When you updated the user information, role information, process work board information, or system information, different update contents were displayed
Cause
Another user updated the same information at the same time that you updated the information.
Action
Enter the correct information and retry the update.
(3) Search results take a long time to display
Cause
Processing takes a long time because too many Items contain the character strings specified as search conditions.
Action
Narrow down the search range by adding the filtering conditions such as the status and registration date.
You can also select the Match all conditions radio button to narrow down the search range.
(4) The process work board or the target system is not displayed
Cause
The process work board or the target system might have been deleted inadvertently.
Action
If the process work board was deleted, log in as a user who belongs to the process work board management role. Then, in the main window (Item list), select the desired process work board in the list of process work boards, and then select Action, and then Cancel deletion of the process work board.
If the target system was deleted, log in as a user who belongs to the process work board management role. Then, in the target system management window, select the target system, and then select Action, and then Deletion cancellation.
(5) The KNAB12001-E error message was output during window operation
Cause
The possible causes of the problems are as follows:
-
JP1/Service Support - DB Server has stopped.
-
The client environment variable group is specified incorrectly.
-
The capacity of the Item management database is insufficient.
-
The machine is heavily loaded.
-
The jssdbbackup.bat, jssdbrecovery.bat, jssdbrorg.bat, or jssdbreclaim.bat command is being executed.
Action
Take the following actions:
-
Make sure that JP1/Service Support - DB Server is running.
-
Start the HiRDB client environment variable registration tool as follows:
-
In a Japanese environment: IM-SS-path\dbms\db\CLIENT\UTL\pdcltadm.exe
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In a English environment: IM-SS-path\dbms\db\CLIENT\UTL\pdcltadm_e.exe
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In a Chinese environment: IM-SS-path\dbms\db\CLIENT\UTL\pdcltadm_e.exe
After starting the tool, check the settings of the client environment variable group as shown below. At this time, do not click the Test button. Clicking this button will cause an error.
-
- Check the following settings for the client environment variable group:
-
-
Check whether a user group was created rather than a system group.
-
Make sure that the environment variable group name is correct.
-
Make sure that the environment variable group is specified correctly.
-
If a space was included before or after the value specified for the HiRDB client environment variable registration tool, the character string containing the space will be set. Check whether the set value includes a space.
-
If -756 is indicated in detailed-code, the capacity of the Item management database is insufficient.
Delete unnecessary data, and then perform the following:
-
Execute the jssdelrec command to delete any data waiting to be deleted.
-
Execute the jssdbrorg.bat command to reorganize the free space of the database.
-
-
Check whether the machine is heavily loaded. Wait a while and then retry the operation.
-
If the jssdbbackup.bat, jssdbrecovery.bat, jssdbrorg.bat, or jssdbreclaim.bat command was being executed, terminate the command and then re-execute it.
(6) You registered an Item form, but the process standard Item form was not updated
Cause
The Item form might not have been registered as the process standard Item form because the Item form registration command was executed with the -n option specified.
Action
-
In the Item form management window, select the Item form you want to specify as the standard Item form, and then select Action, and then Set in the process standard item form.
-
If the Item was registered before you changed the Item form, register the Item again.
(7) The process standard Item form was unintentionally updated when registered an Item form
Cause
The Item form might have been registered as the process standard Item form because the Item form registration command was executed without the -n option specified.
Action
-
In the Item form management window, select the Item form you want to specify as the standard Item form, and then select Action, and then Set in the process standard item form.
-
If the Item was registered before you changed the Item form, register the Item again.
(8) The KNAB11017-E error message was output, but the user name and the password are correct
Cause
The possible causes of the problems are as follows:
-
JP1/Service Support - DB Server has stopped.
-
The client environment variable group is not specified.
-
The client environment variable group is specified incorrectly.
-
The jssdbbackup.bat, jssdbrecovery.bat, jssdbrorg.bat, or jssdbreclaim.bat command is being executed.
-
If the UAC feature is enabled in the Windows Server 2012 or Windows Server 2008 environment, the client environment variable group setting does not take effect because an administrator did not execute the file as follows:
-
In a Japanese environment: IM-SS-path\dbms\db\CLIENT\UTL\pdcltadm.exe
-
In a English environment: IM-SS-path\dbms\db\CLIENT\UTL\pdcltadm_e.exe
-
In a Chinese environment: IM-SS-path\dbms\db\CLIENT\UTL\pdcltadm_e.exe
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Action
-
Make sure that JP1/Service Support - DB Server is running.
-
Start the HiRDB client environment variable registration tool and check the settings of the client environment variable group setting as shown below. At this time, do not click the Test button. Clicking this button will cause an error.
In addition, the file that starts the tool for registering HiRDB client environment variables differs depending on the language environment of the Item management server as follows:
-
In a Japanese environment: IM-SS-path\dbms\db\CLIENT\UTL\pdcltadm.exe
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In a English environment: IM-SS-path\dbms\db\CLIENT\UTL\pdcltadm_e.exe
-
In a Chinese environment: IM-SS-path\dbms\db\CLIENT\UTL\pdcltadm_e.exe
-
- Check the following settings for the client environment variable group:
-
-
Check whether a user group was created rather than a system group.
-
Make sure that the environment variable group name is correct.
-
Make sure that the environment variable group is specified correctly.
-
If a space was included before or after the value specified for the HiRDB client environment variable registration tool, the character string containing the space will be set. Check whether the set value includes a space.
-
If the jssdbbackup.bat, jssdbrecovery.bat, jssdbrorg.bat, or jssdbreclaim.bat command was being executed, terminate the command and then re-execute it.
-
If the UAC feature is enabled in the Windows Server 2012 or Windows Server 2008 environment, you need to execute the HiRDB client environment variable registration tool as an administrator as follows:
-
In a Japanese environment: IM-SS-path\dbms\db\CLIENT\UTL\pdcltadm.exe
-
In a English environment: IM-SS-path\dbms\db\CLIENT\UTL\pdcltadm_e.exe
-
In a Chinese environment: IM-SS-path\dbms\db\CLIENT\UTL\pdcltadm_e.exe
To do so, right-click pdcltadm.exe or pdcltadm_e.exe and, in the list of properties that opens, select Run as administrator.
-
(9) The KNAB26202-E error message was output during execution of the Item form registration command
Cause
The possible causes of the problems are as follows:
-
The start tag and the end tag are not specified as a pair.
-
A character other than a half-width space, linefeed character, or tab character is specified outside the region enclosed by a start tag and an end tag.
-
The element ID is incorrect.
Action
-
Specify the start tag and the end tag as a pair.
-
Delete any characters specified outside the region enclosed by the start tag and the end tag, other than a half-width space, linefeed character, or tab character.
-
Specify the correct Item ID. Be careful not to confuse zero 0 with the letter O.
(10) The Items that match the search conditions during a simple search are not displayed in the List of item search results window
Cause
The Items might be specified incorrectly in the search conditions.
Action
Check and, if necessary, correct the following for the search target elements specified in the system property file:
-
Make sure that all the specified element names are correct. Also make sure that uppercase and lowercase are specified correctly.
-
Make sure that the six or less elements are specified as search targets.
(11) The definition file settings were not applied correctly
Cause
The possible causes of the problems are as follows:
-
The definition contents are invalid.
-
The JP1/IM - Service Support service has not restarted.
-
Duplicate settings are specified in the definition file.
Action
Take the following actions:
-
Revise the definition contents.
-
Restart the JP1/IM - Service Support service.
-
Delete the duplicate settings.
(12) You received a garbled email
Cause
The character code of the email sent from the JP1/IM - Service Support might not be supported by the email server or email client.
Action
Take one of the following actions:
-
Add \n to the end of the character string in the email text specified in the Email definition file.
-
Change the character code for emails (hptl_jp1_imss_mail_notice_charaset key and hptl_jp1_imss_mail_charaset key) specified in the Email definition file.
-
Change the title and text of email specified in the Email definition file so that ASCII characters are not used.
For details about the Email definition file, see Email definition file (jp1imss_mail_setting.conf) in Chapter 12. Definition Files.
(13) A value was specified for Unsolved time treated as extended in the New process work board window or Edit the process work board window, but the default (72 hours) was used to determine extended Items in the main window (Item status)
Cause
A value greater than 876,000 (hours) might be specified for Unsolved time treated as extended.
Action
In the Edit the process work board window, enter a half-width integer in the range from 0 to 876,000 for Unsolved time treated as extended.
(14) An error occurred when a value was entered for Unsolved time treated as extended in the Edit the process work board window
Cause
A value greater than 876,000 (hours) might be specified for Unsolved time treated as extended.
Action
In the Edit the process work board window, enter a half-width integer in the range from 0 to 876,000 for Unsolved time treated as extended.
(15) After cancelling command execution by, for example, pressing the Ctrl+C keys, you cannot confirm that the command has terminated
Cause
Execution of a subprocess might continue because the execution was canceled by using the Ctrl+C keys.
Action
Take the following actions:
-
Close the JP1_IM-SS Command Prompt window.
-
Wait a while, and then re-execute the command paying attention to the precautionary notes for the command.
(16) If you cannot log in to a specific JP1 product in a single sign-on manner
The following shows a specific JP1 product:
-
JP1/AO
Cause
The possible causes of the problems are as follows:
-
In the system property file (hptl_jp1_imss_main_setting.properties), the property keys that are needed to link with the specific JP1 product are not set or invalid values are specified for those property keys.
-
In the system property file (hptl_jp1_imss_main_setting.properties), the property keys that are needed to link with the specific JP1 product are not set or invalid values are specified for those property keys.
-
Setup of JP1/Base is not complete.
-
JP1/Base is not installed on the machine on which JP1/IM - Service Support is installed.
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The user who wants to access the specific JP1 product in a single sign-on manner is not registered on the JP1/Base authentication server.
-
JP1/IM - Service Support and the specific JP1 product are connected to different JP1/Base authentication servers.
-
The service of JP1/Base that is used as the authentication server is not running.
-
Action
Take the following actions:
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Checking the system property file (hptl_jp1_imss_main_setting.properties)
-
Checking the property file for JP1 product association setting (hptl_jp1_imss_jp1product_cooperation_setting.properties)
-
Checking JP1/Base
- Checking the system property file (hptl_jp1_imss_main_setting.properties)
-
Perform the following checks for the settings in the system property file (hptl_jp1_imss_main_setting.properties). Correct any errors. For details about the system property file, see System property file (hptl_jp1_imss_main_setting.properties) in Chapter 12. Definition Files.
- If you are logging in to JP1/AO using single sign-on:
-
-
Make sure that the keys in the file are not commented out. (Lines beginning with a hash mark are treated as comment lines.)
-
Make sure that the value set for the hptl_jp1_imss_add_item_info_url_num key is larger than the values of the hptl_jp1_imss_add_item_info_url_$n key and the hptl_jp1_imss_ao_item_info_$n key.
-
Make sure that the URL used for linking with JP1/AO is set for the hptl_jp1_imss_add_item_info_url_$n key.
For the hptl_jp1_imss_add_item_info_url_$n key, set the URL for launching the JP1/AO Submit Service dialog box. For details about URLs for linking with JP1/AO, see the description of direct-access URLs in the Job Management Partner 1/Automatic Operation Administration Guide.
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Make sure that the correct element ID is set for the hptl_jp1_imss_ao_item_info_$n key.
-
- Checking the property file for JP1 product association setting (hptl_jp1_imss_jp1product_cooperation_setting.properties)
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Perform the following checks for the settings in the property file for JP1 product association setting (hptl_jp1_imss_jp1product_cooperation_setting.properties). Correct any errors. For details about the system property file, see Property file for JP1 product association setting (hptl_jp1_imss_jp1product_cooperation_setting.properties) in Chapter 12. Definition Files..
-
Make sure that the keys in the file are not commented out. (Lines beginning with a hash mark are treated as comment lines.)
-
Make sure that the value of the hptl_jp1_imss_jp1product_cooperation_flag key is true.
- If JP1/IM - Service Support authentication uses information obtained from the Item management database or LDAP server:
-
Confirm that the user ID of the user who accesses the specific JP1 product in a single sign-on manner is set for the hptl_jp1_imss_jp1product_cooperation_userlist key.
- If JP1/IM - Service Support authentication uses information obtained from the LDAP server:
-
-
Confirm that the user ID of the information search user set for the hptl_jp1_imss_information_search_userid key exists in the Item management database.
-
Confirm that the user ID and password of the information search user registered in the Item management database are the same as the user ID and password of the information search user registered on the LDAP server.
-
-
- Checking JP1/Base
-
Perform the following checks for JP1/Base. Correct any errors. For details about installing and settings, see the Job Management Partner 1/Base User's Guide.
-
Confirm that JP1/Base is installed on a machine on which JP1/IM - Service Support is installed.
-
If JP1/IM - Service Support login authentication uses the Item management database or the LDAP server, make sure that the user who accesses the specific JP1 product in a single sign-on manner is registered on the JP1/Base authentication server.
If the user is not registered, register a user who can access the specific JP1 product using single sign-on. Make sure that the user ID and password of that user are the same as those for a user of the Item management database or the LDAP server.
-
Confirm that JP1/IM - Service Support and the specific JP1 product are connected to the same JP1/Base authentication server.
If connected to different JP1/Base authentication servers, make sure that JP1/IM - Service Support and the specific JP1 product are connected to the same JP1/Base authentication server.
-
Confirm that the service of JP1/Base to be used as the authentication server is running.
If the service is not running, start it.
-