Troubleshooting System Administrator Issues

Existing Users are Disabled after Mobile Workflow Configuration Changes

Issue: Once a user has Mobile Workflow working properly on the device, and is communicating successfully with the server, changes in the supporting configuration may leave that user's device unable to function with Mobile Workflow. Additionally, the system may be unable to show a useful error message to either the user or the administrator.

RMI requests

• When the administrator unassigns a workflow package from a user, the user is still allowed to complete an incomplete request and submit the request to SAP.
• If the administrator removes the user from the server, the user receives the message Invalid user name and activation code when selecting an RMI action button to continue the request.
• After uninstalling the workflow package, the user receives the message ProcessSyncRequest: No plugin configuration found for device/module/version when he or she clicks on an RMI action button to continue the request.

Submit requests

• When the administrator unassigns a workflow package from a user, the user can submit a request and the request is created.
• If the administrator removes the user from the server, the user can submit the request without receiving a error. However, the request does not reach the server and no error message is returned to the device.
• After uninstalling the workflow package, the user can submit a request without an error. However, the request will not reach the server, and no error message is returned to the device.

Workaround: Before you uninstall Mobile Workflow, or unassign a device from a Mobile Workflow workflow, or delete a user from Unwired Server, first inform the device user. Then remove the client application from the device and lastly perform the procedure. This sequence prevents the user from encountering the problems above.

Mobile Workflow Does Not Support Multiple SAP Client Users for Subscribed for Same Unwired Platform Device User

Issue: If you have users with multiple SAP clients, a single instance of Sybase Unwired Server with SAP DOE Connector installed can support only one SAP client per user.

Workaround: Set up as many Sybase Unwired Server instances as the maximum number of SAP clients per user that you want to support. Then install Sybase SAP DOE Connector with each Sybase Unwired Server instance.

No Data is Sent to Device after Subscription

Issue: Sybase Control Center message queues contain no messages for the target user. The SAP Session Monitor indicates a failure against the push of the REG_NOTIF message. The associated logs indicate an HTTP communication failure.

Workaround: This problem is generally caused by a configuration problem, which prevents the imported message from DOE to Sybase Unwired Platform from reaching the Sybase Unwired Platform side. For example, the listener URL may be incorrect, or Unwired Server has not been started, or a firewall issue is blocking the listening port. After the configuration and making any necessary corrections, reassign the workflow to the user or reregister the user's device, then make sure that the activation screen displays for the user to activate the subscription.

User Cannot Receive Messages and a NACK Message Appears in DOE Monitor or Unwired Platform Log

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Issue: When a user reports not receiving messages and you see one or more NACK (negative acknowledgement) messages in the DOE monitor or the Unwired Platform log, this may indicate that .jar files are missing.

Workaround: Check for a CannotLoadBeanClassException message in the Unwired Platform log ( <UnwiredPlatform_InstallDir>\Servers\UnwiredServer\logs\<server_name>-server.log). Check for the existence of two .jar files, WfAndAlrtFilter.jar and TimeAndTravel.jar, in <UnwiredPlatform_InstallDir>\Servers\UnwiredServer\lib\ext. If those two .jar files are missing, reinstall Mobile Workflow.

Deployed ESDMA Packages Do Not Appear in Sybase Control Center Packages Node

Issue: After uninstalling and reinstalling Sybase Unwired Platform in a cluster, leaving the data tier installed on its own node, the ESDMA packages deployed for Mobile Workflow do not appear in the Packages node in Sybase Control Center. This also occurs if the ESDMA packages are not deployed on the primary node.

Workaround:

• Need to use data from previous installation. Unwired Platform cannot be directly reinstalled to use an existing data tier. Migrate the runtime data from the earlier installation into the reinstalled Unwired Platform cluster. See Installation Guide for Sybase Unwired Platform 1.5.2 > Upgrading and Migrating > Performing Migration Tasks > Migrating Production Unwired Server Runtime Data.
• ESDMA packages not deployed to primary node.Deploy the ESDMA packages on the primary node.

User is Authenticated Repeatedly with Mobile Workflow in an Unwired Platform Cluster

Issue: With Mobile Workflow installed in a Sybase Unwired Platform cluster, after being authenticated successfully on the initial activation screen, user is asked to enter credentials again at various points.