SymXchange API

Troubleshooting

Troubleshooting

Here are answers to frequently asked questions.

Why am I unable to see my SYM when I restart SymXchange in symop?

Internal SYM-level services are not running on your SYM.

Select option (25) Restart Internal Sym Level Services in symop for your SYM to restart the services.

When I restart Parameter Server, why is my SYM not allowed to restart?

You need to add your SYM number to the /SYM/CONFIGURE/PARAMETERSERVICE.CFG file.

# PARAMETERSERVICE.CFG
#
#This file specifies the SYMs that are configured to run the Parameter 
#Service. A single three digit SYM number should be listed per line.
#
#SYM
#123

Once you add your SYM to the file, you will be able to restart Parameter Server for your SYM.

Why am I receiving an error when I start System Web Console through https://<servername>?

If you receive the This webpage is not available ERR_CONNECTION_REFUSED error message, System Web Console is not running and needs to be restarted.

Use the $ USERS WEBCONSOLE.EXE command to verify that the System Web Console process is running.

If System Web Console is running, you will see the System Web Console process similar to the following:

symitar 28377400 31523182 0 Nov 24 - 29:37 /SYM/SYMPR/WEBCONSOLE.EXE -system

If it is not running, select RESTART option (*) Restart Web Console in symop to restart.

When I start System Web Console using a browser, why is my SYM not listed in SymXchange Web Services?

Confirm that your SYM number is added to the /SYM/CONFIGURE/PARAMETERSERVICE.CFG file.

You should see your SYM listed:

# PARAMETERSERVICE.CFG
#
#This file specifies the SYMs that are configured to run the Parameter 
#Service. A single three digit SYM number should be listed per line.
#
#SYM
#123

Confirm that the Parameter Server for your SYM is running using this command: ps –ef | grep SYMxxx (where xxx is your SYM number).

If it is running, you will see the Parameter Server process similar to the following:

root 17760960 33554544 0 13:42:44 pts/68 0:00 /SYM/SYMPR/symitarParametersDB -sym=SYMxxx

If it is not running, select RESTART option (*) Restart Parameter Server in symop to restart.

Your SYM should now appear in System Web Console.

When I select SymXchange in Device Control, why can’t I see my SymXchange instances?

Confirm that you have an instance created in System Web Console.

If the instance exists in System Web Console, confirm that the Parameter Server for your SYM is running using this command: ps –ef | grep SYMxxx (where xxx is your SYM number).

If it is running, you will see the Parameter Server process similar to the following:

root 17760960 33554544 0 13:42:44 pts/68 0:00 /SYM/SYMPR/symitarParametersDB -sym=SYMxxx

If it is not running, select RESTART option (*) Restart Parameter Server in symop to restart.

Your SymXchange instances should now appear in Device Control.

When I select SymXchange Client Parameters in the Parameter Manager work area, why does it say the Parameter Service is not active?

The Parameter Server of your SYM may not be running.

Confirm the Parameter Server for your SYM is running using this command: ps –ef | grep SYMxxx (where xxx is your SYM number).

If it is running, you will see the Parameter Server process similar to the following:

root 17760960 33554544 0 13:42:44 pts/68 0:00 /SYM/SYMPR/symitarParametersDB -sym=SYMxxx

If it is not running, select RESTART option (*) Restart Parameter Server in symop to restart.

When I select SymXchange in Device Control, why do my SymXchange instances appear in red with a missing status?

If your instances have the No such file or directory status, the SymXchange instance has not been started.

Select RESTART option (*) Restart SymXchange in symop to restart your SymXchange instances.

When I run a SymXchange operation, why does it say SymXchange is not on host?

If you are receiving the SymXchange is not on host error, use Device Control to bring SymXchange on host.

When I restart SymXchange, why does it say SymXchange couldn’t start and a timeout occurred?

SymXchange took longer than expected to start all the services. If this error is persistent, you should notify the SymXchange support team.

When I run a SymXchange operation, why does it say the service is not available?

Please enable the service you are trying to run in System Web Console. You also need to restart Parameter Server and SymXchange.

When I run a SymXchange operation, why does it say the operation is not allowed for the credential type and device information provided?

You enabled the service you are trying to run, but you also need to enable the operation.

Navigate to the SymXchange Parameters in Parameter Manager. Select the service and then enable the operation for the credentials you are trying to use. Make sure to save your changes.

After you are enable the operation, use Device Control to refresh the SymXchange instance.

When I run a SymXchange operation, why am I receiving a soap fault exception?

There are many reasons why a soap fault exception may occur.

This exception includes a Detail field that has an ErrorCode field and, in some cases, a ProposedSolution field too. If the proposed solution exists, please follow the steps mentioned in the ProposedSolution field. If there is no ProposedSolution field and you cannot figure out what went wrong from the faultstring, contact Support with all the information you have.

A sample soap fault response appears as follows:

<soap:Envelope xmlns:soap="http://schemas.xmlsoap.org/soap/envelope/">
   <soap:Body>
      <soap:Fault>
         <faultcode>soap:Client</faultcode>
         <faultstring>[MessageId=Test] The argument DeviceNumber in your request was not 
         initialized correctly.</faultstring>
         <detail>
             <ErrorCode>1.17</ErrorCode>
            <ProposedSolution>Please be sure to set this argument correctly and try the process 
            again.</ProposedSolution>
         </detail>
      </soap:Fault>
   </soap:Body>
</soap:Envelope>
Last updated Thu Mar 30 2023