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OTPs Not Being Sent to Customers from Internet Banking (Doc ID 2605187.1)

Last updated on JANUARY 24, 2020

Applies to:

Oracle FLEXCUBE Direct Banking - Version DB 12.0.3 to DB 12.0.3 [Release DB 12]
Information in this document applies to any platform.

Symptoms

ACTUAL BEHAVIOR

---------------
No OTPs are being sent to customers from internet banking
The msg status for OTPs are P and I for the last half hour. No customers are receiving OTPs.

ERROR OBSERVED:

-----------------------------

From error captured in logs as below its seen that thread is stuck which is stopping the alert notifier timer to pick alerts:

[29/10/19 11:37:45:238 GMT] 00000094 ThreadMonitor W WSVR0605W: Thread "WebSphere_EJB_Timer_Service_WorkManager.Alarm Pool : 0" (0000007d) has been active for 728259 milliseconds and may be hung. There is/are 1 thread(s) in total in the server that may be hung.

at java.net.SocketInputStream.socketRead0(Native Method)

at java.net.SocketInputStream.read(SocketInputStream.java:164)

 

...

at ...SMSAlertNotifier.processRequest(SMSAlertNotifier.java:144)



EXPECTED BEHAVIOR
-----------------------
Customer should receive OTP for transactions within the expiry period of OTP


STEPS
-----------------------
The issue can be reproduced at will with the following steps:
1. Enable OTP for a transaction.
2. Login via corp/retail user & perform the transaction for which OTP is enabled
3. When OTP screen is appeared , wait for OTP to receive by user and monitor the time.

BUSINESS IMPACT
-----------------------
The issue has the following business impact:
Due to this issue, users are unable to receive OTP within its expiry time and thus further unable to complete the transaction.

Changes

 

Cause

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In this Document
Symptoms
Changes
Cause
Solution


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