Avaya Professional Services

Request for Product Defect Support

Verification for Services Support Template

Note: All Section A (page 1) to be completed in full for all Outage/SBI related cases.
NOTE: Services expectations for Outages/SBI cases is 7/24 engagement from APS until resolved
Note: All Section A and B areas to be completed in full for all BI/NSI related cases.
Link to APS-Services Engagement process can be found here: Link to APS Escalation Process

Default SR Information (if SR is to be created, please use these details)

APS Site ID#: 1007455584
Section A. Project and Site Details
Customer Sold To
Customer Account Name, Country Actinver, Mexico
APS Consultant’s Name, handle, and Raymundo Gonzalez Resendiz, raygonzalez raygonzalez@avaya.com
direct contact details +525554326460
APS Project Manager’s Name and Flores Peñuelas Oliver Damian
handle
Field Tech/RSE Name and handle (if
none, leave blank)
Are there any citizen or security No
restrictions for this post-in-service
APS project (e.g upgrades)
APS SME Name and handle that Carlos Pinto
reviewed issue
Section A. Problem Definition
Project Description – Describe the Database on Oracle RAC does not start.
intended solution and perceived
product issue
Problem/Resolution Steps Taken – Running srvctl status database -d orcl, we found that instances on both
provide results of immediate nodes are not running. If we tried to start the database we get errors
troubleshooting and testing – PRCR-1079, CRS 5017, ORA-01113, ORA 01110.
(always include call flow when
applicable)
Problem Scope – what is the impact We are having several issues to implement Avaya Analytics with Oracle
to the customer? Number of users, RAC Database. We need to have Avaya Analytics ready this week.
sites, locations? Known changes?
Customer expectations?
Logs/Traces/Data – Specify location
and details of all associated logs,
traces and data collected
***indicate if tracing assistance is Yes
being requested***
(CM MST Trace, Other) - YES/NO 
Section A. Product and Remote Access Details
Product Details
Platform Type, Server Model: Red Hat Enterprise Linux Server release 7.5

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 Avaya Professional Services
Request for Product Defect Support
Verification for Services Support Template

Software Release and Version: Avaya Analytics 3.6

Additional Details: (patches installed,
applications involved and details)
Remote Access Details
Type: SAL, INADS, RAS/SSG, Tracker, AnyDesk
Modem, Other
Access Details: PSTN, IP address, Port Oracle RAC 1 v2plandb01 10.14.8.31 oracle/RT42019or.
Number, Other root/RT42019ro. Oracle RAC 2 v2plandb02 10.14.8.32
oracle/RT42019or. root/RT42019ro.
Remote Access approved by No
customer? (Y/N):
Log in details: (ID, Password and any
special instructions)
Section A. Special Handling or Considerations

Section B: Detailed Problem Testing and Research Completed

Detailed Problem Analysis - Provide Running srvctl status database -d orcl, we found that instances on both
all troubleshooting steps and testing nodes are not running.
completed including results. Log files,
traces and all relevant data. Verbose. If we tried to start the database we got errors:

[root@v2plandb01 ~]# srvctl status database -d orcl

Instance orcl1 is not running on node v2plandb01
Instance orcl2 is not running on node v2plandb02

[root@v2plandb01 ~]# srvctl start database -d orcl

PRCR-1079 : Failed to start resource ora.orcl.db
CRS-5017: The resource action "ora.orcl.db start" encountered the
following error:
ORA-01113: file 12 needs media recovery
ORA-01110: data file 12:
'/u01/app/oracle/product/12.1.0/dbhome_1/dbs/CONTEXT_STORE_TS_
01.DBF'
. For details refer to "(:CLSN00107:)" in
"/u01/app/oracle/diag/crs/v2plandb01/crs/trace/crsd_oraagent_oracle.trc".

If I tried to access database I got this error:

[oracle@v2plandb01 root]$ sqlplus sys/RT42019or@orcl as sysdba

SQL*Plus: Release 12.1.0.2.0 Production on Fri Aug 23 12:13:16 2019

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 Avaya Professional Services
Request for Product Defect Support
Verification for Services Support Template

Copyright (c) 1982, 2014, Oracle.  All rights reserved.

ERROR:
ORA-12154: TNS:could not resolve the connect identifier specified

I tried to fix the file but I got this error:

[oracle@v2plandb01 root]$ sqlplus / as sysdba

SQL*Plus: Release 12.1.0.2.0 Production on Fri Aug 23 12:13:59 2019

Copyright (c) 1982, 2014, Oracle.  All rights reserved.

Connected to an idle instance.

SQL> recover datafile

'/u01/app/oracle/product/12.1.0/dbhome_1/dbs/CONTEXT_STORE_TS_
01.DBF';
ORA-01034: ORACLE not available
Process ID: 0
Session ID: 0 Serial number: 0

If I tried to startup from sqlplus, oracle user and SID orcl1 I got this
error:

SQL> startup
ORA-01031: insufficient privileges

Knowledge Management Search

Results - List all articles referenced,
include title during troubleshooting
efforts

Validate Tool Output - If available for

the product, was the Validate Tool run There are not a validate for this product
for this issue on this product?
Link to the V-Tools –
http://etsswiki.sd.avaya.com/wiki/Vali
date

November 14, 2018 Version 3.0

 Avaya Professional Services
Request for Product Defect Support
Verification for Services Support Template

Findings: Include any potential causes

discovered during analysis including
hardware failure

November 14, 2018 Version 3.0