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TelView Plus Troubleshooting Guide

The following are common issues associated with the TelView Plus application. This list will grow as more issues are addressed, resolved, and recorded. For any issues not addressed here, please contact customer support at (888) 275-2264 x2 or e-mail support@ccmi.com.

Please click on a link for a thorough description:

Application loads in the web browser, but the pulldown boxes in the left frame are blank
Cannot change password or add/modify users
Error Message "ORA-06502: PL/SQL: numeric or value error ... "
The upload script fails during import with the following error "IMP-00010: not a valid export file.
Header failed verification.", is the file bad?
When logging into the application, the first page only loads half way (appears white or off-white with no text or images)

1. Application loads in the web browser, but the pulldown boxes in the left frame are blank

This can occur for two reasons.

a. The user is created in the Netscape server LDAP, but is not in the Oracle Database. Have the TelView Plus DBA check to make sure that the username is in the USER_LIST table (USER_ID) and that the user level for that username is in the USER_PRIV table (USER_LEVEL).

b. The last upload of new TelView Plus data did not complete successfully. Not all tables will be populated with the new data when a TelView Plus upload does not complete due to an error. In this case, an empty VVREF table will cause this problem to occur. Check to see that the VVREF table is populated with data.

2. Cannot change password or add/modify users

There could be several different issues associated with this problem.

a. CGI. This problem is associated with executing 2 bat/sh scripts through cgi, tpusers.bat(tpusers.sh) and tppasswd.bat(tppasswd.sh). The TelView Plus/Netscape administrator should check to see that the TelView CGI is configured properly in the Netscape server administration page under "Programs."

b. DNS and server port. Next, make sure that the server name of the machine is the same as the DNS name. Also make sure that the listener accepting requests for TelView Plus is listening on port 80. If either of these items are not true, then modify the bat/sh scripts by hard coding the server name and port number like so,

NT:
echo Location: http://%serverName%/tvp/cpsBackFromCgi.htm
to
echo Location: http://myhost.com:9843/tvp/cpsBackFromCgi.htm

or UNIX:
echo "Location: http://$SERVER_NAME/tvp/uas_refresh_details.htm\n\n"
to
echo "Location: http://myhost.com:9843/tvp/uas_refresh_details.htm\n\n"

c. Profile directory and Netscape Server Home directory. Make sure that these directories are correct in your 2 bat/sh scripts. the profileDir variable should be the tpprofile directory created under your TelView Plus home directory. This directory is used as a temp directory by the TelView Plus application to write commands to be executed by Netscape LDAP utilities. ServerHome Variable should the full path of the Netscape Server home directory.

NT:
set profileDir=D:\TelViewplus\tpprofile
set serverHome=C:\Netscape\SuiteSpot

or UNIX:
profileDir=/home/TelViewplus/tpprofile
serverHome=/usr/netscape
export profileDir
export serverHome

3. Error Message "ORA-06502: PL/SQL: numeric or value error ... "

This is a PL/SQL error. This normally means that a value was to large for a PL/SQL variable. Please record the actions you were taking at the time and any other information that could be helpful in diagnosing the problem, such as a rate ID. Inform your TelView Plus technical contact.

4. The upload script fails during import with the following error "IMP-00010: not a valid export file. Header failed verification.", is the file bad?

The .DMP file (PUBYYYYMMDD.DMP) was FTPed in ascii mode. Be sure you are FTPing it in binary mode.

5. When logging into the application, the first page only loads half way (appears white or off-white with no text or images)

This happens when the database connection values are not properly defined in the TelViewPlusConfig.txt file or that the file could not be read when the application was started.

Make sure that the TelViewPlusConfig.txt file is located in the config directory under your Netscape server directory. The name of the Netscape server directory is https-"Your server Name". Make sure that filename is correct (for UNIX, case also).

Next, make sure that the values for project.dbType, project.serverName, project.userName, project.password, and project.database are defined correctly.

project.dbType should be "ORACLE".

project.serverName should be the SQL*Net v2 alias defined in your tnsnames.ora file located at $ORACLE_HOME/network/admin (UNIX) or d:\orant\network\admin (NT).

project.userName and project.password should be the Oracle username and password used by the TelView Plus application to log into the database, for example "tvpweb" and "secret".

Lastly project.database should be set to "". This parameter should be empty when connecting to Oracle databases.

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