Outlook synchronization fails with FC0097 Error reading xml dom due to JBO-26092: Failed to lock the record in table (Doc ID 2036471.1)

Last updated on MARCH 19, 2017

Applies to:

Oracle Fusion Sales Cloud Service - Version 11.1.9.2.0 and later
Information in this document applies to any platform.

Symptoms

On : 11.1.9.2.0 version, Microsoft Outlook

When attempting to sync with Sales Cloud, a sync issue occurs for Opportunity: "MDS Opportunity Take 3 Phone" Operation: Update

ERROR
-----------------------
The General Log shows
[15-07-24 14:21:31.536554,T5544] [info] [logf]: Getting 1 'revenue' objects...
[15-07-24 14:21:32.281597,T5544] [ERROR] [connector_site]: [14:21:32.281597],,{first chance exception}: struct xml::parse_error: Errors occurred during parsing the document! Code: 0xc00cee3a Line: 1 Column: 0 Public ID: System ID: . A document must contain exactly one root element.

[15-07-24 14:21:32.285597,T5544] [ERROR] [first chance exception]: struct resource_manager::resource_not_found: resource id 'error_id-FC0097' not found
[15-07-24 14:21:32.287597,T5544] [ERROR] [sync_issue]: Updating error of 'revenue' object on storage 'Remote': object_locked (Application experienced technical difficulties. Further troubleshooting should be done by technical support.
@@@@code:FC0097
@@@@message:Error reading xml dom: Errors occurred during parsing the document! Code: 0xc00cee3a Line: 1 Column: 0 Public ID: System ID: . A document must contain exactly one root element.


STEPS
-----------------------
The issue can be reproduced at will with the following steps:
1. Create a new opportunity and sync with Sales Cloud

BUSINESS IMPACT
-----------------------
The issue has the following business impact:
Due to this issue, users encounter a sync issue

Cause

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