SAP Note 21559 - Examination of SAPGUI problems

Symptom:

Problems with the SAPGUI (crashes, is blocked, etc.)

Cause and prerequisites

Configuration error or network error ???

Solution

The following list is used for collecting and "saving" information about SAPGUI problems, and particulary about the system environment, that is required for a successful analysis of the problem.

This information is only required when the SAPGUI terminates or is blocked. When pure user interface problems are involved (font, display, cursor, etc.), a different procedure is required.

When important information is missing, problem analysis is often impossible. In such cases, we usually have to reproduce the error. If the required information is recorded immediately, this will save a lot of time and effort.

When a problem occurs with the SAPGUI, you should perform the following actions:

• The SAPGUI terminates with an error message

• Copy/Record the entire text of the error message. The contents of an error popup are automatically stored in the file - ERRORLOG.GUI -.

• Short description of the situation (how did the situation occur, what was the last action, etc)

• If a trace was active on the PC, save the relevant trace file. If not, and you can reproduce the error, please activate the trace and reproduce the error (to see how to activate a trace on the PC, please refer to Note 50226.
  -> Set the DOS einvironment variable DPTRACE=2 (before starting WINDOWS!!). A trace file is then written in the work directory of the SAPGUI on the PC.

• If the R/3 application server logged RELATED error situations (check the syslog of the affected application server), check the dev_disp trace files on the RELEVANT (!!!) application server (the one the user was logged on to). If such entries exist, copy them.
  The trace file dev_disp is located in the following directory on the application server: /usr/sap///work.

• The SAPGUI is blocked (endless hourglass)
  In this case, SAPGUI will not output an error message on the PC

• Briefly describe the situation (last user action, etc.)

• Is only the SAPGUI blocked (only one session?) or the entire PC? (can other PC applications still be accessed? - ALT/TAB or with a mouse click)

• Can you log on to R/3 again from this PC without having to "violently" terminate the blocked session?

• Were RELATED errors logged on the R/3 server (SysLog, dev_disp - see above)? If so, please copy them.

• Is the network connection between the PC and the R/3 application server still active?

• Perform the following actions on the application server (usually from a different PC):

o ping
o is the TCP connection still OK?
o netstat -a
(the options required for the netstat are unfortunately operating system-specific. The active TCP connections should be displayed. We recommend testing the command using an inactive connection (in order to interpret the results).
o Is the user who is logged on with the blocked session still logged on in the R/3 System? What is the status of his/her ongoing actions?
o Check the logon status: SAP transaction SM04

• General information about the PC (required in both cases)
  

• Version of SAPGUI

• TCP/IP software used (with version number)

• Operating system platform on which SAPGUI is running (with version specification)

• Hostname and IP address of the PC

• Location of the PC (to localize any possible network problems.

• Is the SAPGUI installed locally on the PC, or on a LAN server

• (if yes, which server platform is being used (Novell, NT,.)

• Which other PC applications were open, in addition to SAPGUI, when the problem situation occurred?
• 
  
• Additional key words
  

  Connection broken, Connection reset by Peer,