Outlook Synchronization Failing With Errors FC0090 and FC0020 Due To Performance Issue With The SalesPartyService Web Service findMySalesAccountMyTeamVC operation (Doc ID 2006745.1)

Last updated on FEBRUARY 21, 2017

Applies to:

Oracle Fusion Customer Center - Version 11.1.9.2.0 to 11.1.10.0.0 [Release 1.0]
Oracle Fusion Customer Center Cloud Service - Version 11.1.9.2.0 to 11.1.10.0.0 [Release 1.0]
Oracle Fusion CRM for Microsoft Outlook Cloud Service - Version 11.1.9.2.0 to 11.1.10.0.0 [Release 1.0]
Oracle Fusion CRM for Microsoft Outlook - Version 11.1.9.2.0 to 11.1.10.0.0 [Release 1.0]
Information in this document applies to any platform.

Symptoms

On : 11.1.9.2.0 version, Synchronization

When the findMySalesAccountMyTeamVC operation of the SalesPartyService Web Service is invoked by Oracle Sales Cloud for Outlook the following error occurs.

ERROR
-----------------------
The Outlook General Log (log.0000.txt) shows error FC0090 and F0020
@@@@code:FC0090
@@@@rref:soap_2015-04-16T08-23-23-482.xml.gz.bin
@@@@message:The request channel timed out while waiting for a reply after 16:40:00. Increase the timeout value passed to the call to Request or increase the SendTimeout value on the Binding. The time allotted to this operation may have been a portion of a longer timeout.

InnerExceptiond:The remote server returned an error: (504) Gateway Timeout.
@@@@result:error
@@@@code:FC0020
@@@@rref:soap_2015-04-16T08-50-20-745.xml.gz.bin
@@@@result:error
[15-04-16 10:01:31.643082,T6284] [info] [sync_manager]: synchronization finished. result: error (result code: FC0020, result message: 'Application experienced technical difficulties. Further troubleshooting should be done by technical support.', total duration: 665.453 seconds)

The SOAP Dump Log shows:-
ZOE-435021An error occurred in the synchronization service when the method findMySalesAccountMyTeamVC was invoked on the base service myCustomer.The base service returned an invocation target exception that caused the synchronization service request to fail.Contact your application administrator to review error
logs.java.lang.reflect.InvocationTargetException at
oracle.apps.outlookEdition.connector.util.baseObjectHelper.BaseObjectHelperImpl.find(BaseObjectHelperImpl.java:1437) at
oracle.apps.outlookEdition.connector.util.baseObjectHelper.BaseObjectHelperImpl.find(BaseObjectHelperImpl.java:1193) at
oracle.apps.outlookEdition.connector.util.baseObjectHelper.OrgPartyHelperImpl.find(OrgPartyHelperImpl.java:665) at
oracle.apps.outlookEdition.connector.requestHandlerService.OutlookRequestHandlerImpl.find(OutlookRequestHandlerImpl.java:753) at
oracle.apps.outlookEdition.connector.clientSyncService.Requester.snapshotForOneObjectType(Requester.java:253)
...
Caused by: java.io.EOFException at weblogic.rjvm.t3.MuxableSocketT3.endOfStream(MuxableSocketT3.java:345) at
weblogic.socket.SocketMuxer.deliverExceptionAndCleanup(SocketMuxer.java:825)
at weblogic.socket.SocketMuxer.deliverEndOfStream(SocketMuxer.java:759)
at weblogic.socket.SocketMuxer.readReadySocketOnce(SocketMuxer.java:956)
at weblogic.socket.SocketMuxer.readReadySocket(SocketMuxer.java:897)
at weblogic.socket.EPollSocketMuxer.dataReceived(EPollSocketMuxer.java:215)
at
weblogic.socket.EPollSocketMuxer.processSockets(EPollSocketMuxer.java:177)
at weblogic.socket.SocketReaderRequest.run(SocketReaderRequest.java:29)
at weblogic.socket.SocketReaderRequest.execute(SocketReaderRequest.java:42)
at weblogic.kernel.ExecuteThread.execute(ExecuteThread.java:145)
at weblogic.kernel.ExecuteThread.run(ExecuteThread.java:117)


STEPS
-----------------------
The issue can be reproduced at will with the following steps:
1. Install Sales Cloud for Outlook
2. Complete First Run Assistance and Initial Sync with Sales Cloud begins


BUSINESS IMPACT
-----------------------
The issue has the following business impact:
Due to this issue, users get an error when attempting to sync with Sales Cloud for Outlook

Cause

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