Siebel/iConnect Case Linking Fails Due To A Java.io.CharConversionException: Invalid UTF-8, When Username Includes Characters Such As 'ö'

(Doc ID 2031063.1)

Last updated on APRIL 25, 2016

Applies to:

Oracle Knowledge - Version 8.5.1.5 to 8.5.1.5 [Release 8.5]
Information in this document applies to any platform.

Symptoms

When Siebel users with special characters in their name, such as Stan Sjörnsmith attempt to perform case linking the operation fails with an error of the following form appearing in the associated Search Runtime wrapper log:


Error:
-------
[4452 Consumer-default-0 (135)] The user asked: hitting Siebel: https://my.system.com/eai_enu/start.swe/start.swe?SWEExtSource=WebService&SWEExtCmd=Execute&UserName=SYSTEMUSER_INQUIRA&Password=xyz123xyz123xyz userName: SYSTEMUSER_INQUIRA using WSSE: false
[4453 Consumer-default-0 (135)] CCASiebelHandler-AddSolution Attempting to link answers in CRM.
[4453 Consumer-default-0(137)] Event(Code=LOG_STORE_EXCEPTION, id=#0B61I137P135) occurred at 6/9/15 7:23 PM: com.inquira.siebel.common.webservice.WSClientExceptionDO_NOT_ADDcom.inquira.infra.requestprocessor
[4453 Consumer-default-0 (135)] CCASiebelHandler-AddSolution Fail to add case link to CRM. More info: com.inquira.siebel.common.webservice.WSClientException: [Consumer-default-0 @ Tue Jun 09 19:23:02 CEST 2015] (com.ctc.wstx.exc.WstxIOException: Invalid UTF-8 middle byte 0x72 (at char #777, byte #-1)).
java.io.CharConversionException: Invalid UTF-8 middle byte 0x72 (at char #777, byte #-1)
at com.ctc.wstx.io.UTF8Reader.reportInvalidOther(UTF8Reader.java:313)
at com.ctc.wstx.io.UTF8Reader.read(UTF8Reader.java:204)
at com.ctc.wstx.io.ReaderSource.readInto(ReaderSource.java:84)
at com.ctc.wstx.io.BranchingReaderSource.readInto(BranchingReaderSource.java:57)
at com.ctc.wstx.sr.StreamScanner.loadMore(StreamScanner.java:967)
at com.ctc.wstx.sr.StreamScanner.getNext(StreamScanner.java:738)
at com.ctc.wstx.sr.BasicStreamReader.nextFromProlog(BasicStreamReader.java:1995)
at com.ctc.wstx.sr.BasicStreamReader.next(BasicStreamReader.java:1069)
at com.inquira.siebel.common.webservice.InQuira_SR_LinkUnlinkStub$InQuira_spcLink_spcUnlink_spcAdapter_LinkUnlink_Input$Factory.parse(InQuira_SR_LinkUnlinkStub.java:1252)
at com.inquira.siebel.common.webservice.SiebelLinkedAnswerWSClient.linkUnlinkACase(SiebelLinkedAnswerWSClient.java:138)
etc.

Cause

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