ministry of education - welcome to oracle fusion … support/efis...troubleshooting guide 9 4.1.2...

Ministry of Education

EFIS 2.0 ‐ Troubleshooting Guide

Version 1.1

October 29, 2014

Troubleshooting Guide

2

Table of Contents

1 DOCUMENT HISTORY ........................................................................................................ 3

2 GUIDE INFORMATION ........................................................................................................ 4

2.1 PURPOSE AND INTENTION ...................................................................................................................................... 4 2.2 EFIS 2.0 SUPPORT CONTACT INFORMATION ............................................................................................................. 4

3 PROBLEMS ACCESSING OR LOGGING INTO THE SYSTEM .................................................... 5

3.1 ORACLE ACCESS MANAGER ERROR ........................................................................................................................ 5 3.2 ‘BINDOWS’ SCREEN MESSAGE IS DISPLAYED AFTER LOGIN ............................................................................................ 6 3.3 FIREFOX LOGIN RESULTS IN A BLANK OR WHITE SCREEN ................................................................................................. 7

4 COMMON SMART VIEW PROBLEMS .................................................................................. 8

4.1 SMART VIEW DISPLAYS A TIMEOUT ERROR ................................................................................................................ 8 4.2 FIREFOX ENABLE THE SMART VIEW ........................................................................................................................ 10 4.3 ENABLE SMARTVIEW IN THE EXCEL (IF EXCEL DISABLE IT) ............................................................................................ 11

5 FINANCIAL REPORTING .................................................................................................... 13

5.1 EXTRA BROWSER WINDOW REMAINS OPEN .............................................................................................................. 13 5.2 POINT OF VIEW (POV) SELECTION ERROR MESSAGE ................................................................................................. 14 5.3 REPORT BOOK ................................................................................................................................................... 16

6 PLANNING APPLICATION ................................................................................................. 18

6.1 CLEARING CACHE AND COOKIES ............................................................................................................................ 18 6.2 SAVE ISSUE #1: CLICKING THE SAVE BUTTON TWICE .................................................................................................. 18 6.3 SAVE ISSUE #2: SAVE BUTTON DOES NOT RESPOND .................................................................................................. 19 6.4 MULTIPLE BOARD MODIFIER ................................................................................................................................ 20 6.5 VERSION COPY ACTION ....................................................................................................................................... 23


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1 Document History

Document History

Version Date Changed by Description of changes

1.0 2014‐06‐10 FAAB Final

1.1 2014‐09‐02 Vlad Update SmartView – Disable in excel


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2 Guide Information

2.1 Purpose and Intention

The purpose of this guide is to provide information to assist School Board and Ministry users with

resolution steps to commonly known issues or problems that occur when setting up, installing or using

the EFIS 2.0 application.

The intention is to provide information related to the issue or problem being encountered and actions

that a user can take to resolve it.

The document is structured to cover the following common occurrences that a user may encounter as it

relates to:

Accessing or Logging into the system

Using the Smart View product

Running Financial Reports, and

General Application issues and work around

2.2 EFIS 2.0 Support Contact Information

For additional support you can also contact our general support mailbox at [email protected] or

leave a voice message at 416‐326‐8307.


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3 Problems accessing or Logging into the system

In order to log into the application, you need a Go Secure user account and password. If you haven’t

registered yet please follow the steps found in the EFIS User Registration Instructions.

Once you have a valid account and password, the EFIS 2.0 Application link will redirect to a Go Secure

login page: https://.efis.fma.csc.gov.on.ca/workspace/index.jsp

The following sections cover the common occurrences that a user may encounter as it relates to

Accessing or Logging into the system.

3.1 ORACLE Access Manager Error

3.1.1 Issue: User logs into the system and receives the following ORACLE Access Manager Error Screen

System error. Please re‐try your action. If you continue to get this error, please contact the

Administrator.

3.1.2 S

Known ca

U

Steps to r

D

C

R

M

Lo

C

E

3.2 ‘B

3.2.1 Isth

3.2.2 S

Use a sup

EFIS Plann

Solution

auses of this e

ser has tried

esolve:

elete GO Sec

lose browser

e‐open Brow

Manually ente

o https:/

ogin to GO Se

reate a new ‘

FIS 2.0 produ

indows’ S

ssue: Whehe “Bindow

Solution

pported brows

ning applicati

error screen:

logging in us

ure Login pag

ser

er or copy/pas

//efis.fma.csc

ecure

‘bookmark’ of

ction URL

Screen M

n a user trws” Screen

ser: IE8, IE9 o

on.

ing a ‘bookm

ge ‘bookmark

ste the EFIS 2

c.gov.on.ca/w

f the homepa

Message i

ries loggingn message

or Firefox 17 a

ark’ of the G

k’

2.0 production

workspace/ind

age or manua

is display

g into EFISe is display

are supported

GO Secure Log

n URL into th

dex.jsp

ally create a ‘b

yed after

S using IE1yed.

d browsers fo

Tr

gin page

e browser ad

bookmark’ th

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11 or a new

or the current

roubleshooting

ddress window

hat contains t

wer browse

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Guide

6

w

he

er,

he

3.3 Fir

3.3.1 Isa

When log

then 10‐1

3.3.2 S

Verify tha

this URL t

refox log

ssue: Usinfter login

gging into EFIS

15sec.

Solution

at the EFIS UR

o the Remote

in results

ng the Fire

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RL has been ad

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s in a bla

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e Go Secure

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Guide

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add


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4 Common Smart View Problems

The following section covers the common occurrences that a user may encounter as it relates to using

the Smart View Product.

4.1 Smart View displays a Timeout Error

4.1.1 Issue: Performing a large request in Smart View, the user receives a timeout error message.

Smart View users who perform large requests or have a slow network connection can encounter the

error, "The request timed out. Contact administrator to increase NetRetryCount and NetRetryInterval."

When the server requires time longer than the time‐out limit to return data to the browser because of

the large amount of data, the time‐out error will be displayed.


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4.1.2 Solution

This issue is resolved by updating registry settings on the user’s workstation to increase the timeout

settings.

Internal/Ministry users

Please call Help desk and request Smart View Registry changes, reference Knowledge ID:

KB0000000038792 (assumes client machine has Win 64‐bit with Office 64‐bit or Win 32‐bit with Office

32‐bit). For Win 64‐bit with Office 32‐bit, please see instructions (#3) below.

School Board Users

*Note: Your IT department should perform following steps.

On the client machine, update/add the following registry keys:

1. Open the Registry, Start ‐> Run ‐> Regedit

2. For client machine with Win 64‐bit with Office 64‐bit or Win 32‐bit with Office 32‐bit, locate

the following section:

HKEY_LOCAL_MACHINE\Software\Microsoft\Windows\CurrentVersion\Internet Settings

Create the following new DWORD keys with decimal values:

ReceiveTimeout 900000

KeepAliveTimeout 900000

ServerInfoTimeout 900000

3. If you run Win 64‐bit with Office 32‐bit, locate the following section:

HKEY_LOCAL_MACHINE\Software\WOW6432Node\Microsoft\Windows\CurrentVersion\Inter

net Settings

Create the following new DWORD keys with decimal values:

ReceiveTimeout 900000

KeepAliveTimeout 900000

ServerInfoTimeout 900000

These changes result in the timeout settings being increased to 15 min.


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4.2 Firefox enable the Smart View

4.2.1 Issue: Activate SmartView Plug in In order to activate opening Smart View from the planning Firefox add in needs to be installed

4.2.2 Solution: Adding Plug in In Firefox under Add‐ons

User needs to Enable Oracle Hyperion Smart View for Office, Fusion Edition


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4.3 Enable SmartView in the excel (if excel disable it)

4.3.1 Issue: SmartView is disabled

In some events when using Smart View, it could happen that excel crashes. When user restart excel,

there will be a message, would you like to disable the Smart View add‐in. User should answer NO.

In the event that user disables the add‐in, in order to fix it please follow these steps:

4.3.2 Solution: Enable add-on

In the excel click under File Options


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Under Options click on Add‐Ins

Under Mange select Disabled Items and click on Go…


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Under Disabled Item, select Addin: oracle hyperion smart view for office, fusion edition , then select

enable

5 Financial Reporting

5.1 Extra browser window remains open

5.1.1 Issue Every time a user runs a report under Firefox, the report generate process creates an extra browser

screen.


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5.1.2 Solution This is normal behaviour and does not affect the reports in any way. Usually this extra screen will flash in

front of the working screen and “hide” behind it. Users can simply close the extra browser screen and go

back to the normal use of the Planning application.

5.2 Point of View (POV) Selection Error Message

5.2.1 Issue #1 User runs a report and the report returns the following error screen

5.2.2 Solution Change POV Preview from “OFF” to “ON” in Preferences

5.2.3 IsIf user do

will gener

ssue #2 es not make

rate the error

a proper sele

r below.

ection of the P

POV (Point of

f view), once t

Tr

the report is

roubleshooting

selected, rep

Guide

15

port

5.2.4 SMake sure

and DSB h

The prope

the Schoo

the user h

5.3 Re

5.3.1 IsWhen run

screen wi

Solution e that POV ha

has written “D

er selection is

ol Level and o

has selected.

eport Boo

ssue nning report b

ll turn blank o

as right select

DSB” error wi

s noted below

nce for the B

Please note t

ok

book, the pro

or white with

tion for Versi

ill be produce

w. The select

Board level re

that it also ne

ocess takes an

h no hourglass

on and DSB. I

ed.

ion of the Ve

ports. After t

eeds to be do

nywhere from

s.

If the field Ve

rsion and DSB

that, the sele

one once for t

m 1min to 3 m

Tr

ersion has wr

B needs to be

ection will be

the Report Bo

min. During th

roubleshooting

itten “Version

e done once f

set as last rep

ook as well.

is time the re

Guide

16

n”

for

port

eport


17

5.3.2 Solution This is normal behaviour and during this time you can go back in the task list and work on other tasks

while the report book is getting created.


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6 Planning application

6.1 Clearing Cache and Cookies

6.1.1 Issue: Application is not functioning or displaying some unusual error messages.

On occasion you may experience situations where the Application becomes non‐responsive or returns

some unusual errors.

6.1.2 Solution The non‐responsiveness and unusual error may be caused by a bad connection to the server, in order to

re‐establish the connection properly, user needs to clear the cache and cookies in the browser.)

6.2 Save issue #1: Clicking the save button twice

6.2.1 Issue If user clicks twice on the save button, planning will return two issues:

1) Second save screen will not display complete message

2) When trying to open another task list, planning will give ADF error

6.2.2 SUser need

6.3 Sa

6.3.1 IsWhen fur

6.3.2 S1) C

Solution ds to close th

ave issue

ssue ther down in

Solution lick (CTRL + S

e Application

e #2: Sav

the long form

) to save.

n – Task list St

ve button

m (i.e. Sch9),

tatus and reo

does not

the save butt

pen it via Hom

t respond

ton will not re

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roubleshooting

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Guide

19

2) O

to

6.4 Mu

6.4.1 IsMultiple B

6.4.2 SUnder Too

OR User needs

o execute.

ultiple Bo

ssue: ErroBoard Modifie

Solution ol/Manage A

s to scroll up o

oard Mod

ors menu ders do not se

pprovals

or down in th

difier

does not die errors men

he form until

isplay in tau in the task

“Fetching Da

ask list list.

Tr

ta” appears i

roubleshooting

n order for sa

Guide

20

ave


21

Select Scenario and Version

In the Planning unit select your DSB

Next step is under Action select Validate

Once the validation has finished, user can click on the Invalid Data link under Sub‐Status

This will create the Error Menu under My Task list


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6.5 Ve

6.5.1 IsWhen in t

on the Co

6.5.2 SUser need

if you are

ersion Co

ssue: Copthe task list, u

opy Version

Solution ds to click two

working in th

opy Actio

py Version user would lik

o times on th

he My Task Li

on

does not rke to perform

e Copy Versio

ist and then t

respond m Copy Version

on in order fo

try to perform

n Action. Not

or copy versio

m a version co

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thing happens

on to appear.

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roubleshooting

s when you c

This only hap

Guide

23

lick

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ministry of education - welcome to oracle fusion … support/efis...troubleshooting guide 9 4.1.2...

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