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English
  • MDM - Customer 360 10.4 HotFix 3
  • All Products

Table of Contents

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  1. Preface
  2. Introduction to Informatica MDM - Customer 360
  3. Before You Install
  4. Installing MDM - Customer 360
  5. After You Install
  6. Business Processes for Customer Management
  7. Customizing Customer 360
  8. Upgrading Customer 360
  9. Troubleshooting

Installation and Configuration Guide

Installation and Configuration Guide

Back Next

Troubleshooting the Customer 360 Upgrade

Troubleshooting the
Customer 360
 Upgrade

If you encounter any issues when you upgrade
Customer 360
, use the following information to troubleshoot the issues.

The
Customer 360
 upgrade fails.

When you run the upgrade script, the upgrade fails with the following error: 
Error Message ---> Object 'RESOURCE.HM_RELATIONSHIP_TYPE.ContactEmployee' already exists. Object cannot be added.
To resolve this issue, perform the following tasks:
  1. Go to the following directory:
    <MDM installation directory>/app/tcr/hub/delta_change_xml/10.2 HF3 EBF1/pre_c360_10.2_hf2
  2. Delete the
    TCR-2737.change.xml
     file.
  3. Run the upgrade script.

The
Customer 360
 upgrade fails without restoring the database to the pre-upgrade state.

To resolve this issue, perform the following tasks:
  1. Go to the following directory:
    <MDM installation directory>/hub/
  2. Open the
    upgrade.log
     file and identify the errors.
  3. Fix the issues identified in the
    upgrade.log
     file.
  4. Go to the following directory:
    <MDM installation directory>/app/tcr/hub/delta_change_xml/10.4 HF2
  5. Delete the
    <name of the changelist>.change.xml
     files that were successfully applied.
    The
    upgrade.log
     file contains the list of successfully applied change lists.
  6. Run the upgrade script.

The
Customer 360
 upgrade fails while promoting the change list.

When you run the upgrade script, the upgrade fails with the following error: 
Error Message ---> Object 'WRITE_CO_CHILD.CustomerOrg|CustomerOrgPortalContacts' already exists. Object cannot be added. (addWriteCOChild[id:WRITE_CO_CHILD.CustomerOrg|CustomerOrgPortalContacts,parentId:WRITE_CO_ROOT.CustomerOrg])
To resolve this issue, perform the following tasks:
  1. Go to the following directory:
    <MDM installation directory>/hub/
  2. Open the
    upgrade.log
     file and identify the errors.
  3. Fix the issues identified in the
    upgrade.log
     file.
  4. Go to the following directory:
    <MDM installation directory>/app/tcr/hub/delta_change_xml/<upgrade version directory>
  5. Delete the
    <name of the changelist>.change.xml
     file because of which the upgrade failed.
    The
    upgrade.log
     file contains the
    <name of the changelist>.change.xml
     file because of which the upgrade failed.
  6. Save the file.
  7. Run the upgrade script.

The
Customer 360
 upgrade fails in a WebSphere environment.

In a WebSphere environment, when you run the upgrade script, the upgrade fails with the following error: 
Error Message ---> unable to undeploy the provisioning.ear application. Application does not exist.
The upgrade fails because of the change in the name of the
provisioning.ear
 file.
To resolve this issue, perform the following tasks:
  1. Log in to the WebSphere Application Server administrative console.
  2. Click
    Deployments
    .
  3. Undeploy the existing
    provisioning-ear.ear
     file.
  4. Go to the following directory:
    <MDM installation directory>/hub/server/
  5. Run the
    patchInstallSetup
     script.
    On UNIX
     
    patchInstallSetup.sh -Ddatabase.password=<MDM Hub Master database password> -Davos.username=<ActiveVOS Console username> -Davos.password=<ActiveVOS Console password> -Davos.jdbc.database.username=<ActiveVOS database username> -Davos.jdbc.database.password=<ActiveVOS database password> -Dconsole.hostname=<host name> -Dconsole.webport=<port>
    On Windows
     
    patchInstallSetup.bat -Ddatabase.password=<MDM Hub Master database password> -Davos.username=<ActiveVOS Console username> -Davos.password=<ActiveVOS Console password> -Davos.jdbc.database.username=<ActiveVOS database username> -Davos.jdbc.database.password=<ActiveVOS database password> -Dconsole.hostname=<host name> -Dconsole.webport=<port>
For more information about running the
patchInstallSetup
 script, see the
Multidomain MDM 10.4 HotFix 3 Installation Guide
.

After you upgrade to
Customer 360
 10.4 HotFix 3, the title of the person entity draft is saved with the business entity name and does not reflect the format you set.

To resolve this issue, perform the following tasks:
  1. In the Provisioning Tool, click
    Configuration
     >
    General Settings
    , and then select
    Metadata Localization
    .
  2. Click
    Metadata Localization
    .
  3. In the Metadata Localization panel, under
    Metadata Bundle
    , click
    Export
    .
  4. Extract the
    besMetadata.zip
     file to your local drive.
  5. Open the
    besMetadata.properties
     file in a text editor.
  6. Update the value of the following property from
    {fullNm}
     to
    {fullNm} {lstNm}
    :
    CustomerPerson.label.existsFormat
  7. Similarly, update other localized files.
  8. Compress all the localized properties file into a .zip file.
  9. In the Metadata Localization panel, under
    Metadata Bundle
    , click
    Import
     and select the .zip file that you created.
    The metadata bundle is imported with the updated configuration.
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