How to Troubleshoot SBL-CSR-00501 or SBL-CSR-00500 Errors when Login a CTI User? (Doc ID 1050607.1)

Last updated on JULY 24, 2023

Applies to:

Purpose

This document describes how to troubleshoot the behavior where the CTI Toolbar is loaded but all CTI Toolbar buttons are disabled and the CTI user gets the message "Unable to create a Driver object from driver <CTI Driver library> with Media-Type-String <CTI Driver Channel string>. (SBL-CSR-00500)

Symptom or Error Message

When this type of behavior occurs the Siebel CTI Toolbar does not work after the CTI user logging to Siebel Application. For example:

* Siebel CTI Toolbar appears but all CTI Toolbar buttons are disabled
* Siebel CTI Toolbar appears but the end user can see the following error message in Application Status Bar: "Unable to create a Driver object from driver <CTI Driver library> with Media-Type-String <CTI Driver Channel string>. (SBL-CSR-00500)
* After login to Siebel Application the application hangs/freeze for couple of minutes and than when it is finally loaded it shows up the error message above
* Siebel CTI Toolbar does not appears

Also in the SComm_<used id>.log file the following additional error message may show up (more details about SComm.log refer to Document <NOTE:476563.1>" alt="476563.1" title="476563.1" target="_blank">476563.1>):

* Unable to create a Service object from driver <CTI Driver library> with channel string < CTI Driver channel string>(SBL-CSR-00501)
* Failed to create driver instance <CTI Driver library>, channel-type-string=<CTI Driver Channel>), channel-type(Voice), language-code=ENU, connect-string=, parameter=

Troubleshooting Steps

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