SBL-DAT-00503: Configuration Error: Sort field %1 does not exist in business component %2. Please continue or ask your systems administrator.

Applies to:

Error Message Area:Data Manager - DAT
Version:Siebel 7.8

Purpose

This document is intended to provide cause and corrective action information about Siebel Error Message SBL-DAT-00503: Configuration Error: Sort field %1 does not exist in business component %2. Please continue or ask your systems administrator to check your application configuration if the problem persists.

Scope

This document is informational and intended for any user.

SBL-DAT-00503: Configuration Error: Sort field %1 does not exist in business component %2. Please continue or ask your systems administrator to check your application configuration if the problem persists.

Explanation

The business component does not have the field used in the sort specification.

Corrective Action

Check the sort specification and correct it so that it does not refer to an non-existent field. The sort specification may have been applied by a PDQ, through a system sort, or by using the object interfaces API method SetSortSpec().

Applies to:

Error Message Area:Data Manager - DAT
Version:Siebel 7.5.3

Purpose

This document is intended to provide cause and corrective action information about Siebel Error Message SBL-DAT-00503: Configuration Error: Sort field '%1' does not exist in Business Component '%2'. Please continue or ask your systems administrator to check your application configuration if the problem persists.

Scope

This document is informational and intended for any user.

SBL-DAT-00503: Configuration Error: Sort field '%1' does not exist in Business Component '%2'. Please continue or ask your systems administrator to check your application configuration if the problem persists.

Explanation

The field used in the sort specification does not exist in the business component

Corrective Action

In Siebel Tools, check the sort specification defined in the business component and correct it so that it does not refer to an non-existent field. The sort specification may have been applied by a Predefined Query, through a system sort, or by using the object interfaces API method SetSortSpec().

Applies to:

Siebel CRM - Version: 7.0.4 [14068] to 8.1.1.2 - Release: V7 to V8
Information in this document applies to any platform.
This document was previously published as Siebel Troubleshooting Steps 33

Keywords:DocServer, Proposals, correspondence, eDocuments, Troubleshooting Document Server, SBL-EDC-00224

Purpose

Troubleshooting Guide for Document Server is provided to assist in debugging a specific issue. When possible, diagnostic tools are included in the document to assist in troubleshooting. 

Last Review Date

June 23, 2010

Instructions for the Reader

A Troubleshooting Guide is provided to assist in debugging a specific issue. When possible, diagnostic tools are included in the document to assist in troubleshooting.

Troubleshooting Details

Background

The information presented in these troubleshooting steps documents the error messages and symptoms most commonly reported while using the Document Server.

A table has been provided below showing each of the errors and symptoms documented in this troubleshooting steps guide together with a summary of whether these errors are acceptable or require further investigation. Additionally, each section is listed in this table for faster access by selecting the jumplink

Siebel Document Server Architecture and Considerations Summary: A description of the Document Server environment and important considerations

SBL-UIF-00230: The file 'abc.doc' could not be found on any specified file system Summary: This error may be encountered when the file system is not configured correctly.

Document Status field remains 'In Queue' in the Correspondence screen and no record is created in the My Component Requests view Summary: DocServer did not start processing the request, or the relevant components are not running.

SBL-EDC-00147: [1] Error occurred while sending request to SRM. Please make sure that Document Server is running Summary: The above error messages appear in a pop-up when you try to invoke Generate on a document when the sync components are not running.

DocServer is not responding Summary: If a request remains in the Generating state for a long time, then it is possible that the DocServer is not responding.

Server Busy: Retry Summary: You may see this error message because Siebel Proposals makes OLE calls to MS Word.

Error occurred in generating the proposal structure Summary: This error can occur when clicking the Auto Proposal button. This error may be caused by the fact that the template category being used does not exist.

SBL-EDC-00199: Unable to instantiate context for request Summary: If for any reason, the query results do not contain the selected record, then the DocServer will exit and the proposal will remain "In Queue" forever.

SBL-EDC-00224: Error occurred in creating the draft presentation Summary: Template file does not exist on File System.

SBL-EDC-00143: Failed to launch word processor Summary: This error message typically appears both in the Error column seen by the end user and in the log file when MS Word is not installed on the Document Server or there are problems running the MS Word application.

Access is denied Summary: This error normally appears in the context of launching an application, indicating that probably the COM security settings are incorrect and need adjustment.

SBL-EDC-00138: Failed to find the OLE automation class id for Microsoft PowerPoint application Summary: The application must be installed on the same machine on which the DocServer component is running.

GetWordBasic: The message filter indicated that the application is busy Summary: Usually, this means that there is an already running instance of MS Word that is not responding, so the Document Server is unable to attach to it.

The server did not register with DCOM within the required timeout Summary: This condition can occur if other components that use COM are run on the same machine as the Document Server.

SBL-EDC-00162: The MailMergeReset command is not available because the document is not a mail merge main document. Summary: When the DocServer causes MS Word to close an open document, it will also try to close the Correspondence data source that might be open. If no data source is open, then this warning is issued.

GotoBookmark failed when instantiating context for request Summary: See explanation under the section for SBL-EDC-00199: Unable to instantiate context for request.

SBL-EDC-00145: Unable to open destination HTML file for reformatting Summary: The error message means that the DocServer is not able to open the current file.

An error has occurred during Mail Merge Summary: This probably indicates that MS Word is not responding.

The component definition cannot be found for DocServer Summary: List of value (LOV) entries for type SRM_ACTION_TYPE were not activated for other languages besides ENU.

start[1].doc is a mail merge main document. Word cannot find its data source, SIEBEL.HTML Summary: This error message may be encountered when a template is saved in the merge mode.

SBL-EDC-00162: [Microsoft Word Basic OLE Automation] Fields.Item: The requested member of the collection does not exist Summary: Incorrect merge field format may cause this error.

SBL-DAT-00398: Field '%1' does not exist in definition for business component '%2' Summary: Behavior may be caused when the most recent SRF file is not placed on the physical machine where the Document Server resides.

SBL-DAT-00503: Configuration Error: Sort field %1 does not exist in business component %2 Summary: Behavior may be caused when the most recent SRF file is not placed on the physical machine where the Document Server resides.

The advanced technology that generates documents in Siebel version 7.x is Siebel Systems' new Document Server. The Document Server, a new component of the Siebel Server, composes professional-looking documents based on information already stored within the Siebel application. The Document Server provides the Siebel application the ability to offer automated document generation, where all the processing is done on the server, not on the client.

In summary, the Document Server is a Siebel Server component that provides zero footprint document generation.

Summary

Architecture and Components

When the Siebel Dedicated Web Client generates a correspondence or proposal, it does not use the Document Server component, while the Siebel Web Client does use it. When the Siebel Dedicated Web Client generates a correspondence, the resources are used locally, for example MS Word. However, Siebel Web Client uses MS Word on the server machine, and also all the parameters are being taken from the object manager, Document Server components, and so on. The Document Server component has its own reference to the siebel.srf file. This can be seen in the Server Administration > Components > Component Parameters view. For correspondence, when using the Siebel Dedicated Web Client, the siebel.html file can be generated in the client/reports directory directly, while for the Siebel Web Client, the template needs to reference the siebel.html file in the siebsrvr/reports directory. Given all the additional components and parameters, it is more likely that you may run into issues with the Siebel Web Client. This document will help you understand the architecture, important considerations, and help troubleshoot associated problems.

Here is an overview of the architecture and a description about the various components used by the Document Server.

eDocument applets

Typically, the standard release contains 8 applets that are used to submit document generation requests:

Applet	Class
Correspondence List Applet	CSSSWEFrameListFulfillment
Fulfillment List Applet	CSSSWEFrameListFulfillment
Opportunity Proposal Applet	CSSSWEFrameListProposal
Account Proposal Applet	CSSSWEFrameListProposal
PS Agreement Document Applet	CSSSWEFrameListProposal
Opportunity Presentation Applet	CSSSWEFrameListPresentation
Account Presentation Applet	CSSSWEFrameListPresentation
PS Project Plan Integration List Applet	CSSSWEFrameListProjectFile

Each of these applets uses specialized classes to initiate the generation process. Each method first identifies whether it is being run in a Siebel Web Client deployment or a Siebel Dedicated Web Client deployment. For the Siebel Web Client, these methods will use the Asynchronous Server Requests service to submit a request to the SRBroker and SRProc system. The SRBroker and SRProc system will in turn invoke methods on the Document Driver service to actually initiate document generation. For the Siebel Dedicated Web Client case, the specialized class will invoke methods directly on the Document Driver service to generate documents in a synchronous manner.

Siebel Dedicated Web Client Deployment

 

Siebel Web Client Deployment

SRBroker and SRProc

SRBroker is an interactive mode server component belonging to the System Management component group. Typically, one SRBroker will be started for each Siebel Server. SRBroker handles client component requests by acting as a request router. For example, if a client makes a request to a Siebel Server for a component that is not running on that server, the request will be routed to another Siebel Server that is running the requested component. Asynchronous requests are passed directly to SRBroker. If the request can be processed immediately, the SRBroker task will pass the request to the target component. If for some reason that request cannot be serviced immediately, the SRBroker task will forward the request to SRProc, which will store it for later processing.

SRProc is a background mode component belonging to the System Management component group. There can be only one instance of SRProc for each Siebel Server.
When SRBroker receives an asynchronous request that can't be processed immediately, it forwards the request to SRProc. All queued requests are passed to SRBroker to run synchronously as soon as it is available. This involves not only DocServer requests, but other requests as well.

File System Manager

The File System Manager server component is responsible for retrieving and storing files from and to the physical file system. DocServer will retrieve template files from the file system and store completed documents to the file system.

Office Applications

DocServer can drive the following applications to generate documents:

 

• Microsoft Word
• Microsoft PowerPoint
• Microsoft Project
• Lotus Word Pro (not supported in Siebel version 7.5)
• Lotus Freelance Graphics (not supported in Siebel version 7.5)

SRViewer

This is a stand-alone Siebel product that uses Actuate's desktop reporting engine to generate reports. DocServer uses SRViewer to generate reports for inclusion in proposals. When DocServer needs to process a report section for a proposal, it will launch SRViewer as a separate process, passing it a number of parameters including the name of the report and what object manager to use for retrieving data (see the ActuateConnStr parameter). SRViewer will then connect to the object manager, retrieve the data, generate the report, save it to a file, and then exit. DocServer will wait for a period specified by the parameter ProposalReportTimeoutInSecond. If SRViewer does not finish within this time, DocServer will abandon processing of the report section. However, if SRViewer does finish, then DocServer will then insert the file into the proposal.

Chart Server

Chart Server is a third-party web service for generating chart images based on specified data. DocServer uses this to generate chart sections for proposals and presentations. This is the same server that is used to generate chart views in the rest of the product.

Optional Parameters

The following server parameters affect the behavior of the document generation. These parameters can be set at the component level, but setting them at the enterprise level might make more sense.

• DocumentServerName: Applet classes will pass the value of this parameter when submitting a request to SRBroker. This parameter forces all document generation requests to be sent to the specified server. If not set (the default), then requests will be distributed to servers based on availability and a round robin rule among the multiple instances of Document Servers. Using this parameter might be useful for debugging purposes. It should not normally be used within a production environment, since it will prevent load distribution from happening.

• CFGDocumentIntegrator: Specifies which office suite will be used to generate documents (see DocServer below). Valid values are Microsoft Office and Lotus SmartSuite. Note: Support for Lotus SmartSuite has been withdrawn in Siebel version 7.5. This parameter should be set at the enterprise level.

• DocumentServerViewHTML: If set, this parameter will cause the proposal, presentation, and correspondence generator to create HTML versions of the documents in addition to the native versions. This parameter is turned off by default.

• MSWordLiveCount, MSPPLiveCount: These two parameters enable the Application Recycle feature of the DocServer component. If these parameters are set to 0, the default value, then the same instance of the office application will be used to process all requests. If the parameter is set to an integer, n, then the office application will be shut down and restarted after processing every nth request. It is recommended that the MSWordLiveCount parameter is set to 1 so that the MS Word application will be restarted after each request.
  

• ActuateConnStr: Applet classes will pass the value of this parameter to SRBroker when submitting a request. It specifies network identity of an object manager that will be used by DocServer to generate proposal report sections (see SRViewer above). The value of this parameter has the following format:

  siebel.tcpip://gtwy/ent/objmgr/server

  where gtwy is the name of the gateway host, ent is the name of the enterprise, objmgr is the name of the object manager component, and server is the name of the server. This fully specifies an individual instance of an object manager component. This instance will be queried by the DocServer in order to retrieve data for the report. If report sections are being used, then this parameter should be set individually on each object manager server component that could potentially be used by proposals users to submit requests. Alternatively, it might be possible to set this once at the enterprise level, but doing so may cause performance problems for the specified object manager, since all queries from all requests will be sent to this one particular component.

• ProposalReportTimeoutInSecond: Specifies how long the proposal generation server will wait for SRViewer to finish generating a report. See SRViewer above for more details. The default value is 1800 seconds. For Siebel Dedicated Web Client proposal generation, this number is not used. The Siebel Dedicated Web Client waits for infinite amount of time until SRViewer returns the report or an error indicates some problem.

Important Considerations

Because Document Server runs as a server component, and it integrates with third-party applications, following these guidelines is essential:

1. Enable the Document Server

   Make sure that the Document Server is running on a Windows platform. If the component is not enabled or running, follow the instructions below.

   1. In the Siebel application, from the Site Map, navigate to Server Administration > Enterprise Configuration > Enterprise Component Group.

   2. Select Siebel eDocuments from the Enterprise Component Group Applet.

   3. Click 'Enable Component Group' from the applet menu.

   4. Synchronize the batch components in the Server Administration > Enterprise configuration > Batch Component Admin view.

   5. Restart the Siebel server.

2. Install MS Word.

   In order to generate documents, the Office applications must be correctly installed.

   • When installing the Office application, you must be logged in with the same user ID that will be used when running siebsrvr as a service. This is important so that the default permissions for launching the Office applications will be correctly set.

   • It is important that a full or complete install be done. If components are missing, then it is possible for a pop-up to appear generating documents.

   • After the Office applications are installed, open and close them once so that appropriate registry entries will get created.

3. Check that the file system is functioning correctly.

   The following simple test can show whether the file system is functioning correctly:

   1. From the Site Map in the Siebel application, navigate to Document Administration Screen / Proposal Templates View.

   2. Drilldown on Template File Name to verify that it is viewable.

   3. Create a new Proposal Template record with a new Template File.

4. Ensure that MaxTasks, MinMTServers, MaxMTServers are not set to a value greater than 1 for Document Server component.

   Due to design limitations, third-party office applications can only process one document at a time. This means that each DocServer instance should only process one task at a time. These parameters should be set to 1 for all DocServer components. If MaxTasks is set to a greater value, the following message will be displayed in the log files for Siebel version 7.5:

   MaxTasks is set to a value greater than 1

   Processing of the request will continue, but results will be unpredictable when two requests arrive at the same time.

5. Document Server should run on a dedicated host machine.

   The Document Server is supported on the Windows 2000 and Windows XP platforms. To maintain stability and performance, the Document Server must run on a dedicated host machine. The Siebel Server on this machine should host one instance of the Siebel eDocuments component group. No other components should be running other than required system components.

   To support more users, run additional instances of the Siebel eDocuments component group on additional dedicated host machines.

Here are some specific questions that may help in the initial diagnostics. Answering these questions will help you isolate the problem. Providing detailed answers to Siebel Technical Support will help us understand the problem better.

1. Is this behavior specific to a template, or does it happen for all templates?

   If specific to a particular template, then the configuration of the template likely needs to be validated.

   For Correspondence, after the merge fields are added, click the Mail Merge Helper icon on the Mail Merge Tool bar. In the Mail Merge Helper window, click the Create button and choose the Restore to Normal MS Word Document option. This will make a template independent of the data source previously used to merge fields.

2. Is this behavior specific to a user or machine or does this happen for all users?

   If this is specific to a user, run DCOMCONFIG for MS Word granting permissions to that user. Review Appendix A in this document for step by step instructions and related screenshots.

3. What is the error message in the Document Error field when the correspondence or proposal is generated?

   If this field is not displayed in the list applet, display this field by navigating to the Columns Displayed menu item and selecting Document Error (correspondence) or Error (Proposals or Presentations) from the available columns.

4. Check to see if the siebel.html file in the SIEBEL_ROOT\Reports directory is accessed when generating the correspondence. Review the timestamp to confirm.

   If siebel.html is being accessed, it confirms that the Document Server is able to find the data source and it might be encountering a problem performing a merge.

5. Did the correspondence or proposal generation ever work when using Siebel Web Client in this present setup?

   If this is the first time correspondence or proposals are being generated in this environment, check the important considerations section above.

6. Manually test the file on the server machine.

   1. Navigate to the Proposal Templates or Correspondence Templates admin view.

   2. Select the template that is causing the problems.

   3. Drilldown on the Template File field. This will launch the template file in MS Word. Save it to the local disk on the client machine.

   4. Temporarily shutdown the DocServer component so that requests will not be processed while performing the following test.

   5. Log on to the server machine running the DocServer. Log on using the same user id that is used to run siebsrvr.

   6. Copy the template file from the client machine to a temp directory on the server machine.

   7. Use the Start menu to launch MS Word.

   8. Select the File > Open menu option to open the Template File. Observer if any pop-ups occur. If any errors appear, these need to be resolved for a successful generation.

   9. Close MS Word

   10. Log off from the server machine.

   11. Restart the DocServer component.

   This will help determine whether MS Word as installed on the server machine is having trouble opening the Template File.

   For correspondence, perform an extra step by using manual merge to further isolate the problem. To do this, after step h, go the Tools menu in MS Word > Letter and Mailing > Mail Merge, and perform a manual merge using the siebel.html file as the data source.

7. Is this problem happening on Siebel Web Client or Siebel Dedicated Web Client deployment or both?

   Another way to isolate if the problem is with MS Word on the server (or) template (or) the setup itself, is by using a dedicated client on the server machine.

   If the correspondence request is working fine using a dedicated instance with the same template then the issue is likely with the setup or MS Word itself on the Document Server machine.

8. Has there been any customization done on for this deployment?

   If yes, is this problem reproducible on a standard Siebel environment? If the Document Server component is on a dedicated Siebel Server, the custom srf must be deployed on this machine. Check the size and timestamps of the srfs. If the .srf file is customized and is renamed to a filename other than siebel.srf, the Document Server component parameter, Application Repository File, needs to be updated via server manager to reflect the renamed .srf file.

   It is always a good idea for you to have a dedicated instance available to check and confirm the templates to be working fine.

Error Messages and Possible Causes

Enabling Additional Logging 

Refer to Siebel Bookshelf version 8.1 > Siebel System Monitoring and Diagnostics Guide > Configuring Siebel Server and Component Logging > About Configuring Siebel Server and Component Logging > About Events and Event Logging

You can enable additional logging by navigating to Server Administration > Components > choose Document Server > Component Event Configuration view and changing the following parameters.

  Query for General Events and set to 5

• Query for Error condition and set to 5
• Query for DocServer* and change all to 5
• Query for Corresp* and change all for 5
• If using proposals or presentations, change by querying Proposal* (or) Presentation* and change the log level to 5.

Alternatively, use these server manager commands to enable additional logging:

 

• change evtloglvl GenericLog=5 for comp Docserver
• change evtloglvl ProposalDebug=5 for comp Docserver
• change evtloglvl ProposalDetail=5 for comp Docserver
• change evtloglvl PresentationDebug=5 for comp Docserver
• change evtloglvl PresentationDetail=5 for comp DocServer
• change evtloglvl DocServerDebug=5 for comp DocServer
• change evtloglvl DocServerDetail=5 for comp DocServer
• change evtloglvl CorrespDebug=5 for comp DocServer
• change evtloglvl CorrespDetail=5 for comp DocServer
• change evtloglvl MSProjectDebug=5 for comp DocServer
• change evtloglvl "MS ProjectDetail"=5 for comp DocServer
• change evtloglvl ObjMgrLog=5 for comp DocServer

Error Messages

SBL-UIF-00230: The file 'abc.doc' could not be found on any specified file system.

Possible Cause

This error can occur when clicking Save when creating a new correspondence. This error can be encountered when the Siebel File System is not configured correctly.

Diagnostic Steps

Verify that the Siebel File System is configured correctly. Verify that the template to be used is valid. If it is not, create a new template.

It is also possible to examine the physical file system directly to determine whether the physical file exists. First, identify the table that holds the data associated with the file. For example, data for correspondence template files are stored in the S_DOC_CORR table. Next identify the ROW_ID of the row in S_DOC_CORR for the required template. This can be obtained by using the About Record menu command in the applet level menu. Next identify the FILE_REV_NUM for the record of interest. Usually this can only be obtained by performing a SQL query against the table once the ROW_ID is available.

Solution

Once the data associated with the template file is obtained from the diagnostic steps, construct the name of the physical file:

<table name>_<row id>_<file rev num>.SAF

For example:

S_DOC_CORR_DM-X3V_DM-P7.SAF

This convention is followed by all file attachments.

Document Status field remains 'In Queue' in the Correspondence screen, and no record is created in the My Component Requests view. 

Possible Cause

DocServer did not start processing the request, or the relevant components are not running.

Diagnostic Steps and Solution

1. Find the DocServer log file corresponding to the request. If this file exists, then the DocServer actually started processing the request. Examine the file to find out why it did not complete.

2. If the log file contains the error, Unable to instantiate context for request, see SBL-EDC-00199: Unable to instantiate context for request.
   

3. If the DocServer log file does not exist, then the DocServer never started processing the request. First confirm that the DocServer component is running. Then, use the srvrmgr command, list comps,to confirm that the components SRProc and SRBroker have a status of Online or Running.

4. Check log files for the Server Request Broker (SRB) components.

   • If the ReqProc log file has an error stating:  The action SrmSynch is not registered with the Server Request Manager, then sync components.

5. If all the components are running, go to the Server Component Request > My Component Requests view. Find the entry corresponding to the request.

   • If the status is Queued, then the request has been queued by the SRB, but has not been delivered to a server component.

   • If the status is Failed, check to see what server the request ran on. Make sure that requests are being sent to a valid DocServer.

   
   

SBL-EDC-00147: Error occurred while sending request to SRM. Please make sure that Document Server is running.

Possible Cause

This error message appears in a dialog box when you try to click Generate on a document when the sync components are not running.

Solution

Ensure that the sync components are running. Batch components must be synchronized. Restart the client and Siebel servers after synchronizing the batch components.

DocServer is not responding

Possible Cause

If a request remains in the Generating state for a long time, then it is possible that the DocServer is not responding.

Diagnostic Steps and Solution

If this occurs, check the log file for the current request to confirm that request has not completed. If the last line in the log file indicates some intermediate step, then the DocServer may not be responding. It is also possible that some performance problem is causing the DocServer to appear to be not responding. The following scenarios are examples:

• If the report timeout is set to a large value (the default is 1800 seconds), and some problem occurs during report generation, the request can end up waiting for the full timeout period.

• If the generated document is large, a large amount of time might be needed to save it back to the file system.

If the possibility of poor performance has been eliminated, then the next step is to examine the log file to find out at what processing step the hang is happening. Then, try to use MS Word on the server machine to manually perform the same steps. This might provide more information.

Server Busy: Retry

Possible Cause

Because Siebel Proposals makes Object Linked Embedding (OLE) calls to MS Word, you may see the above error message. The Siebel application expects control to return from the other application within a predetermined time, usually 10 seconds. When this time runs out, the Siebel application displays this error message. This behavior may occur whenever Siebel applications use OLE calls to outside applications. For example, this behavior may occur when you invoke ActiveX controls, DLLs, or use built-in functionality, such as Siebel Proposals, that makes OLE calls to outside application objects.

Error occurred in generating the proposal structure

Error Detail: Error: unable to find any proposal templates in the system. Provide at least a default template.

Possible Cause

This error can occur when clicking Auto Proposal. This error may be caused by the fact that the template category being used does not exist.

Diagnostic Steps

Navigate to the Proposal Templates view. Make sure that at least one template of the Category being used exists.

Solution

Navigate to the Proposal Templates view. Query for all templates of the Category being used. Mark one of them as default. Auto Proposal will only pick the template that has the default flag checked.

SBL-EDC-00199: Unable to instantiate context for request.

Possible Cause

The first thing that the DocServer does when it receives a request is to instantiate the context of the request. In the case of proposal generation, this basically means running the same query on Opportunities that the you ran before submitting the request and selecting the same Opportunity that you had selected. If the query results do not contain the selected record, then the DocServer will exit and the proposal will remain In Queue.

Diagnostic Steps

This error message is only applies when working with proposals or presentations. Here are some scenarios:

• User creates a proposal and then generates it. User then deletes the proposal before the DocServer starts processing the request. When the DocServer does start to process the request, it fails to locate the proposal, and so cannot process the request.

• User queries all opportunities created during the last hour, selects one of them, then generates. The DocServer is busy, and does not process the request until an hour later. By that time, the selected opportunity no longer meets the query condition. DocServer will not process the request.

• User queries for all opportunities that begin with "A". Then user creates a new opportunity that begins with "B", and then tries to generate a proposal for the new opportunity. DocServer will run the query (all opportunities that start with A), and then it will be unable to locate the selected opportunity (that began with B). Processing will be abandoned.

Starting in Siebel version 7.5, the last two scenarios will no longer cause this error to occur. Instead, if no results are returned by the query, then the DocServer will abandon the query and just use the default query for the buscomp. The DocServer will log this message to the log file: GotoBookmark failed when instantiating context for request. Processing will continue, but features such as Report sections that depend on the state of the parent buscomp may not contain the same data that was displayed when the user submitted the request.

SBL-EDC-00224: Error occurred in creating the draft presentation

Possible Cause

Template file does not exist on the file system.

Solution

Verify that the file system is configured correctly. Verify that the template to be used is valid, or else create a new one. Click on the template hyperlink and confirm that the file is opened in the word document.

SBL-EDC-00143: Failed to launch word processor.

Possible Cause

This error message typically appears both in the Error column of the list applet seen by the end user and in the DocServer_XXX.log log file when MS Word is not installed on the Document Server. Otherwise, there may be problems running the MS Word application.

Diagnostic Steps and Solution

1. Log into the server machine using the same Domain\User that is used by the Siebel Server service. The user used by the service is usually specified when the Siebel Server is installed. This can also be found by completing the following steps:

   1. Bring up the Services control Panel.

   2. Select Siebel Server.

   3. On NT 4.0, press the "Startup..." button.
      On W2K right click and select Properties, then select the Log On tab.

   4. The "This Account" option should appear selected with the Domain\User filled in. This is the user that the Siebel Server (and in turn, MS Word) will run under.

2. Verify that MS Word is installed. Go to the Start menu and find the shortcut to MS Word. MS Word should be installed while logged in as the user that will be used by the service.

3. Verify that MS Word can be launched from Start menu. MS Word should start up with an empty document, and no pop-ups should appear. If MS Word does not start, or if pop-ups appear, then it may be installed incorrectly or incompletely. Perform a complete un-install and install if necessary.

4. Kill any spurious instances of MS Word. It is possible that an instance of MS Word is running but is not responding. Use the Task Manager to locate and kill all instances of MS Word that are currently running. Then attempt to generate a document.

5. Check COM security settings. See Appendix A for more instructions on how to do this. This situation can happen if MS Word was installed while logged-in as some user other than the user under which the service runs.

Access is denied

Possible Cause

This error normally appears in the context of launching an application, indicating that probably the COM security settings are incorrect and need adjustment.

This situation can also happen if MS Word was installed while logged-in as some user other than the user under which the service runs.

Solution

See Appendix A below for instructions on the COM security settings.

SBL-EDC-00138: Failed to find the OLE automation class id for Microsoft PowerPoint application.

Possible Cause

In order for DocServer to launch an Office application, it must look up information about the application stored in the registry. This usually means that the application either was not installed, or the installation did not succeed. The application must be installed on the same machine on which the DocServer component is running.

Diagnostic Steps and Solution

Make sure that the Office application is installed completely and can be opened without any errors.

GetWordBasic: The message filter indicated that the application is busy

Possible Cause

This error message indicates that there is an already running instance of MS Word that is not responding, so the DocServer is unable to attach to it.

Solution

Use Windows Task Manager to kill any existing instances of MS Word that may be running.

The server did not register with DCOM within the required timeout

Possible Cause

This condition can occur if other components that use COM are running on the same machine as the DocServer.

Solution

To avoid sharing the same machine with other components that use COM, install and run DocServer on a dedicated machine.

SBL-EDC-00162: [Microsoft Word Basic OLE Automation] The MailMergeReset command is not available because the document is not a mail merge main document.

Possible Cause

When the DocServer causes MS Word to close an open document, it will also try to close the correspondence data source that might be open. If no data source is open, then this warning is issued. This warning is issued frequently in Siebel version 7. If no data source is open, you can safely ignore this warning message.

SBL-EDC-00145: Unable to open destination HTML file for reformatting.

Possible Cause

The file being referred to in the error message is Siebel.html, which is located in the SIEBEL_ROOT\REPORTS\ directory. Siebel.html contains the table of recipient data to be merged. During each request, DocServer opens this file and then writes the current recipient data into it. At the end of the request, the file is left in place so it will be available for use by the administrator. The error message means that the DocServer is not able to open the current file. When this condition occurs, DocServer aborts the current request. If the condition is not resolved, subsequent requests will fail at the same point.

Diagnostic Steps and Solution

1. Use Windows Explorer to examine the SIEBEL_ROOT\REPORTS directory. Look for a file named "~$SIEBEL.HTML". If this file exists, then it is likely that MS Word is currently holding SIEBEL.HTML open.

2. Use windows explorer to rename SIEBEL.HTML to some other name. If this error message is seen:

   Cannot rename SIEBEL: there has been a sharing violation

   then some other process is holding the file open.

3. Use Windows Task Manager to determine whether there are any instances of WINWORD.EXE running. If there is more than 1, be sure to note this in the service request. Click the End Process button to kill all instances of MS Word (do this when there are no active requests being processed).

4. Repeat step 2 to verify that the name of the file can now be changed. If the name still cannot be changed, keep investigating to find out what process is locking the file.

5. Send a correspondence request and confirm that it succeeds.

6. Continue to review the circumstances in which this condition occurs.

An error has occurred during Mail Merge. The message filter indicated that the application is busy.

Possible Cause

This probably indicates that MS Word is not responding.

Solution

Log on to the machine where DocServer is running, and kill all running instances of MS Word.

The component definition cannot be found for DocServer

Possible Cause

When running DocServer requests for languages other than ENU, you may encounter the above error message. This error message indicates that List of Value (LOV) entries of type SRM_ACTION_TYPE were not activated for other languages besides ENU.

Solution

If you are using languages other than English, activate LOV entries for type SRM_ACTION_TYPE for those languages by completing the following steps:

1. From the Site Map, navigate to the Application Administration > List of Values view.

2. In the List of Values applet, query for all entries of type SRM_ACTION_TYPE.

3. Activate all SRM_ACTION_TYPE LOV entries used for the language you are using by checking the checkbox for each entry in the Active column.

4. From the Site Map, navigate to the Server Administration > Enterprise Configuration > Batch Component Administration view.

5. Click the Synchronize button and restart the client and Siebel servers.

6. Ensure that the LOV entries of type SRM_ACTION_TYPE for the language you are using are activated.

start[1].doc is a mail merge main document. Word cannot find its data source, SIEBEL.HTML.

When clicking the correspondence template link, the word document file does not open. Instead, the above error message appears.

Possible Causes

• Improper installation of Microsoft Office

• Incorrect data source links or the folder containing the data source is not accessible

• Renaming of the data source file name: siebel.html

Diagnostic Steps

1. Verify that the Microsoft Office is installed with same account as the Siebel Server Microsoft Windows 2000 or Windows NT services user. This user account must belong to the Administrators group as mentioned in Siebel Bookshelf version 7.5 > Applications Administration Guide > Correspondence > Setting Up the Document Server > Installing Third Party Applications.

2. The full path of the data source (siebel.html) may be stored in the correspondence templates, and the templates contain the merge information. When a template file is opened, it tries to retrieve the merge information from the data source, which might not be accessible to the user.

Solution

You can remove the merge information in Microsoft Word 2000 by completing the following steps:

1. In the error message dialog box, there will be two buttons: Find Data Source... and Options... Click on the Options... button.

2. After clicking the Options button, a window will appear. Click on the Remove All Merge Info button.

3. Save the revised document on your local machine.

4. From the Site Map in the Siebel application, navigate to the Document Administration > Correspondence Template view.

5. Delete the old template record and add a new record with the saved document.

If the above steps do not resolve this behavior, continue with step 6.

6. Create a new template file on the Document Server machine and use siebel.html from SIEBEL_ROOT\REPORTS directory as a data source for mail merge.

7. Type a few words and insert fields per the requirement, then save it.

8. Create a new correspondence template record using the new template file in the Document Administration > Correspondence Template view.

9. Create a new correspondence record from the Correspondence list view using the new created template.

10. Now drill down on the template file. If the same message occurs, try executing step 2 again.

For further information about templates, refer to the Siebel Bookshelf > Applications Administration Guide > Correspondence > Working with Correspondence Templates.

SBL-EDC-00162: [Microsoft Word Basic OLE Automation] Fields.Item: The requested member of the collection does not exist

When generating a correspondence template with an incorrect merge field format, the generation process fails with this error message. This message also appears in the log file.

Possible Cause

The merge fields contained in the correspondence template may be incorrectly altered. For example, this problem may occur if the merged field name contains more than one word. In other words, any unexpected space in the merge field can cause the field being treated as two fields.

Diagnostic Steps

1. Open the template file in Microsoft Word. Choose Edit > Select All.

2. Right mouse click and choose the Toggle Field Codes option to show all merged fields in the template.

3.Make sure all merge fields are formatted correctly.

Solution

Below sample indicates that there was a space in the merge format as indicated below in braces that was causing the problem.

MERGEFIELD "CUSTOM{ }ER_STREET_ADDRESS_X" \* Caps

The merge field name should be corrected as shown below:

MERGEFIELD "CUSTOMER_STREET_ADDRESS_X" \* Caps

Upon reinserting the same field into the template, the generation should work properly.

SBL-DAT-00398: Field '%1' does not exist in definition for business component '%2' 

When generating a proposal or correspondence template, some of the fields mapped into the template are empty in the generated document. This message appears in the log file.

Possible Cause

There may have been new custom fields (including calculated fields) added to the relevant Business Components and then included in the proposal or correspondence templates. The reason why these do not appear in the generated document may be that the srf file compiled after the fields were added, may not be deployed on the machine where the DocServer component is enabled.

Diagnostic Steps 

1. Navigate to the physical machine where DocServer resides and in siebsrvr\objects folder check the time stamp of the srf file.

2. Ensure that this is the time stamp on the srf file compiled after the custom fields were added.

Solution 

Recompile srf file.

Deploy the srf file on the machine where the DocServer component resided.

In case you have renamed your srf file, check for the DocServer server component the value of parameter “Application Repository File“ and ensure that it points out to the correct file.

SBL-DAT-00503: Configuration Error: Sort field %1 does not exist in business component %2

When generating a correspondence document, this error is displayed and the correspondence genaration fails . This message appears in the log file.

Possible Cause

This error may be caused by sort defined based on new custom fields added in Tools, where the srf file compiled after the fields were added and sort defined was not deployed on the machine where the DocServer component is enabled.


Solution

Recompile srf file.

Deploy the srf file on the machine where the DocServer component resided.

In case you have renamed your srf file, check for the DocServer server component the value of parameter “Application Repository File“ and ensure that it points out to the correct file.

Appendix A

COM Security Audit

1. On the taskbar, click the Start button, click the Run button, and then type DCOMCNFG. Click the No button on any warning dialogs that might appear.

   

   Eventually the DCOM Configuration pop-up should appear:

   

2. Select Microsoft Word Document (for Office 2000 and XP).

3. Click the Properties... button to open the property dialog box for this application.

4. Click the Security tab. Verify the settings of the following properties:

   Access Permissions: Default
   Launch Permissions: Default

   

5. Click the Identity tab. Verify the setting of the following property:

   Account: The launching user

   

6. Click the Cancel button to close the property dialog box and return to the main applications list dialog box.

7. In the DCOM Configuration dialog box, click the Default Security tab.

   

8. Click the Edit Defaults button for Default Access Permissions. Confirm that the logon used by the Siebel Server service appears in the list.

   

   If the logon used by the service does not appear in the list, use the following steps to add it. One likely reason why it might be missing is that some other user name was used when MS Word was installed on the server.

   1. Press the Add button on the Permissions pop-up. This will bring up the "Add Users and Groups" pop-up.

   2. In the "List Names From" field, select the correct domain.

   3. Press the Show Users button.

   4. Select the User that is used by the Service.

   5. Click Add, and then click the OK button.

   6. Press OK on the Permissions pop-up.

   7. Reboot the machine for the changes to take effect.

9. Click the CANCEL button to close the Permission dialog box.

10. Click the Edit Defaults button for Launch Permissions. Confirm that the Administrators group appears in the list.

    

11. Click the CANCEL button to close the Permissions dialog box.

12. Click the CANCEL button to close DCOMCNFG.

 

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