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: Remove the vpd.properties file from the home directory of the user who performed the installation. Clean out the WORKROOT directory (/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 - UNIX**
Platform	Problem description	Workaround
UNIX	Cannot eject the CD from the drive.	If you cannot eject the CD from the drive: Check to see whether the CD drive path is the current directory (pwd) in a UNIX terminal window. If it is, change (cd) to another directory. Check for sybhelp processes. If these processes exist, kill them using the UNIX kill command.
UNIX	DISPLAY environment variable not set correctly.	If you run the Installer and you get this error message: The DISPLAY environment variable is not set correctly. it means that the DISPLAY environment variable on the remote machine is not set correctly to display the Installer interface to your local machine. To correct the problem, enter this command at the UNIX prompt on the remote machine: For C shell: setenv DISPLAY host_name:0.0 For Bourne shell: DISPLAY=host_name:0.0; export DISPLAY where host_name is the name of the machine where you want the Installer interface to appear (that is, on your local machine).
UNIX	isql environment not working	If the isql environment is not working when Adaptive Server Enterprise is the target database, at a command line, enter: source $SYBASE/SYBASE.csh source $SYBASE/SYBASE.csh
UNIX	Hyperlinks in installer are unclickable.	If clicking the hyperlink does not launch a browser, verify that one of the three supported browsers (Netscape, Mozilla, or Konquerer) is in your PATH. If your PATH contains a version of Netscape not supported by Enterprise Portal, the browser may not launch.
UNIX	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.
UNIX	Jaguar certificate does not get upgraded during installation.	Run this manually: At the command prompt, enter: setenv LD_LIBRARY_PATH Then enter: unsetenv JAGUAR_CLIENT_ROOT Change to $SYBASE/EAServer/lib, and enter: ./upgrade -pin <pin> -server $SYBASE/EAServer where <pin> is the EAServer PKCS #11 token PIN. If the PIN has never been changed, then use the default of “sybase”.
UNIX	Multiple permissions errors on files such as /tmp/logs and audit.log.	If a new account is used to start the EAServer hosting Enterprise Portal, change all the files in the WorkRoot directory to have global RWX permissions. The WorkRoot property is specified in global.properties.xml. All log files and work files are written to this directory. It is created on startup if it doesn’t exist.