ITS Troubleshooting Guide

In order to troubleshoot an Internet Transaction Server (ITS) related problem, it is important to know what is relevant for ITS and which components are involved in ITS. There are several things influencing the behaviour of ITS (and SAP GUI for HTML [WebGUI] as well).

This troubleshooting guide was written based on the steps and methodology followed by experienced SAP Product Support engineers and ITS developers. Following these steps you can learn and find solutions quickly using the know-how and expertise collected by the professional ITS Product Support community.

Most of the problems can be solved by following the below 5 STEPS in the affected system:

This page is the landing page of:

Tiny link (useful for e-mail):

https://wiki.scn.sap.com/wiki/x/qQZBGQ

STEP1:

SITSPMON - Health Check

Execute transaction SITSPMON to sort out potential problems using the Health Check tab
as described in KBA 3031743 .

STEP2:

LATEST KERNEL

Are you using the latest SAP Kernel?

...especially the component "disp+work" should be checked.
(Click here for more details on ITS-fixes delivered in the latest kernel.)

STEP3:

Latest CL_HTTP_EXT_ITS or CL_HTTP_EXT_ITS_2

Are you using the latest Basis Support Package
(SAP_BASIS, SAPKB... or SAPK-...INSAPBASIS)?

...especially the classes CL_HTTP_EXT_ITS and CL_HTTP_EXT_ITS_2 should be checked which are delivered in the SAP_BASIS SP.

STEP4:

Checking ITS
Configuration & Settings

a) Review ITS Service Configuration (GUI Configuration).
Are the used GUI Parameters correct?

b) Check ITS related profile parameters.

c) Learn more about ITS feature flags here.

STEP5:

If you believe, that all of the above are correct (i.e. latest kernel, latest handler and correct configuration), here are few special cases and troubleshooting tools:

SPECIAL CASES:

TROUBLESHOOTING TOOLS:

New user session denied due to memory bottleneck - When calling an ITS service the following error message might occur: "New session was refused due to memory bottleneck (termination: ABORT_MESSAGE_STATE)"
Browser Support - This page provides a list of browsers supported by SAP GUI for HTML (WebGUI).
How to test different themes in Webgui - This page shows two possible ways to test different WebGUI themes.
How to call WebGUI without Personas - This page shows the ways, how to disable Personas temporarily.
Using full screen function key F11 in IE11 with WEBGUI does not work - Why use full screen?

ITS Up/Download issues - This page provides a checklist to troubleshoot up- and download related issues via SAP GUI for HTML (WebGUI).
ITSmobile issues - This page is intended to help with general issues around ITSmobile scenarios and contains useful links.
Different rendering modes in WebGUI - This page lists the different rendering modes in WebGUI and gives advices, which should've been used and which shouldn't.
Testing ITS directly, without additional frameworks - This page shows a solution on how to call an ITS service directly, without additional frameworks, such as EP, FLP, CRM or Personas.
Easiest way to test SAP GUI for HTML (WebGUI) with latest kernel patch - Would like to know whether an issue is reproducible with latest kernel patch, or if it is already fixed in the latest kernel patch or not.

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ITS Troubleshooting Guide