Troubleshooting

Data Validation Errors

The messages you receive should be sufficient to diagnose the problem. If it is possible to rerun your payload, you can change the <ErrorOutput> and <ErrorThreshold> values in your payload to generate more detailed error messages.

If you receive an error message that you do not understand, the following series of steps may help.

If you are still unable to diagnose the problem or correct the payload, we recommend you contact your System Administrator.

SSC Application or Operating System Errors

For other errors, such as an SSC application or operating system errors, you should contact your System Administrator, particularly if working in a multi-tier environment in which you are connected to one or more application or database servers.

For developers and experiencedSSC users, the following steps may help.

• Check that the input payload XML elements are formatted correctly. See section Handling of Invalid XML for more details.
• Use SunSystems Audit Viewer (SSCAVW) to log entries for your payload. Examine all the relevant log messages and see whether they provide additional pointers to the probable cause of the problem.
• If your payload stalls during execution, use SunSystems Transaction Monitor (TRO) to see whether your payload is still executing. Some components, particularly those that use the Process method or Query methods that have a complex filter or that retrieve many data items may take a considerable time to run.
• Open Windows Task Manager and check that Transfer Desk is running as an application. Check that your computer is devoting resources to running the application and not idling. It is helpful at this point to open the Performance tab and watch the CPU Usage and CPU Usage graphs. If the payload is still executing, you should see figures of between 20% and 80% regularly appear. If it has stalled, then these figures are typically less than 10%. If the CPU Usages are constant at 100%, then the payload may be stuck in a loop. If so, inform your System Administrator.
• Open Administrative Tools > Services and check that the SunSystems Connect Server and SunSystems Session Manager services are shown as Started. If you are working in a multitier environment, you must log on to the application server.
• Check that your database management system services (Microsoft SQL Server or Oracle) are shown as Started. If you are working in a multi-tier environment, you may need to log onto a database server.
• Open Administrative Tools > Event Viewer and check if there are any messages in the Application, Security or System Logs for the SunSystems Connect and Session Manager services that were sent while your payload was executing. If you are working in a multitier environment, you need to log onto the application server.

If the SunSystems services, database management services are running normally and your connections (where appropriate, to the application and database servers) are working correctly, try running a payload that you know works correctly. If this works, then you know definitely that there is something wrong with your payload. If it fails then we recommend that you consult your System Administrator.

Troubleshooting Payloads that Execute a SASI Driver Method

If your payload executes a component method that uses the SASI driver and you can re-run it, you can try running it with SASI views enabled.

The SSC SASI driver passes data values in the payload to the appropriate SunSystems function via a form. For performance reasons, the SSC installation default is that the display of these forms is disabled. You can however enable the display of the form. This can be useful if there is a problem with the SASI form, perhaps through invalid data or mandatory data that the function requires but is missing from the payload.

If running standalone, you must set the Allow service to interact with desktop property of the SunSystems Connect Server service. Stop and restart the service. Open Administrative Tools > Services and right click on the SunSystems Connect Server service entry. Click on Properties and select the Log On tab. Check the Allow service to interact with desktop checkbox and click OK. Stop and restart the service. If you are working in a multitier environment, log on to the application server to carry out this procedure.

Open Windows Explorer and navigate to your SunSystems application folder. Open the /SSC/Bin folder and double-click Enable SASI Views.reg. A message is displayed prompting you to confirm you want to add the information to the registry. Click Yes. A confirmation message is displayed. As in the previous step, if you are working in a multitier environment, carry out this procedure on the application server.

You can now rerun your payload. The forms used by the SASI driver are displayed.