Appendix C: Troubleshooting

There are many variables during the installation of Enterprise Portal 6.0. These troubleshooting solutions cover some of the most frequently encountered problems. Use these guidelines to eliminate the problem.

**Table C-1: Troubleshooting**
Platform	Problem description	Workaround
UNIX Windows	Unable to locate ACDB on data server machine.	If you rebuild the master database for Adaptive Server, you must reconfigure the Security Services.
UNIX Windows	When upgrading you receive an “Problem determining DB device” error after entering the security database owner’s login information and clicking Next.	Verify that the acdbData and acdbLog devices exist. You can verify this by opening an isql session. At the 1> prompt, enter: select * from master.dbo.sysdevices go If the devices are not listed, you must create them.
UNIX Windows	Upgrade fails	If your current Enterprise Security installation is version 2.5.2, check the upgrade log file. The upgrade fails if duplicate copies of the same user name exist in the security database. If this is the reason for the failure of the upgrade, you see something similar to this in the upgrade log:“Attempt to insert duplicate key row in object ‘Subject’ with unique index ‘AK_SUBJECTUID_SUBJECT’” Workaround: Use the EP 5.0 SecurityAdminGUI to delete duplicate user names, then run the upgrade installation again.
UNIX Windows	Enterprise Portal security session expires	In a distributed environment with more than one machine running EAServer, make sure that each machine’s date, time, and timezone are in sync.
UNIX Windows	Cannot install Enterprise Portal in the Portal Search directory	If you perform a “Search Only” installation, you cannot subsequently install the full Enterprise Portal into the same installation directory. You must: Install into a different directory, or Uninstall Search, then install Enterprise Portal
UNIX Windows	Search doesn’t start after upgrade	If you have a previous installation of Portal Search that has never been started, and then upgrade Portal Search to version 6.0, you must delete portalsearchqueryh.cfg, which is located in %SYBASE%\PortalSearch-5_0/Engine. After deleting this file, you can start Search.
UNIX Windows	Portal Interface catalog does not display correctly after reinstallation	When performing a manual uninstallation, you must: Clean out the WORKROOT directory (x:\tmp\logs). If you performed a custom installation into an existing Adaptive Server Enterprise, drop the databases in your Adaptive Server Enterprise. If you performed a custom installation into an existing EAServer, drop the Onepage Web application, all Security components, epSearchCache, and secDboCache from your EAServer.

**Table C-2: Troubleshooting**
Platform	Problem description	Workaround
Windows 2000	Files are left on system after uninstall.	Manually delete remaining files.
Windows 2000	Installation fails with “Invalid directory” error.	Verify that the installation directory does not contain double byte character sets. You also cannot use double byte character sets when you set the dbo login.
Windows 2000	Installation fails with “access denied” error messages.	Verify that you have write permission on C:\WINNT\System32\drivers\etc\hosts