Users receiving problems logging into the application and slow response for multiple users

(Doc ID 1221905.1)

Last updated on SEPTEMBER 22, 2017

Applies to:

Siebel Communications Call Center - Version 7.8.2.10 [19241] and later
Information in this document applies to any platform.

Symptoms


On the customer's production environment from mid-afternoon, the Siebel Application users started reporting that they were unable to login to the aplication. Also, the existing users were facing slow response issue.


Oracle ACS and Oracle Support analysed the logs and the pstack output for the Siebel processes on the application server. We observed that some of the object manager process threads are in a parked state, waiting on mutex lock. For example here is onse user session thread :

----------------- lwp# 829 / thread# 829 --------------------
7d8058f4 lwp_park (0, 0, 0)
7d80166c mutex_lock_queue (7d818b44, 0, b8b570, 7d818000, 10bac, 0) + 104
7d80206c slow_lock (b8b570, 6ba07c00, 55a79a80, 33d, 7f9f3ff8, 2de96580) + 58
7f9e2548 __1cLosaGetMutex6FpnO_pthread_mutex_i_i_ (b8b570, 0, 0, 0, 7f906c54, 85134) + 5c
7f7b9610 __1cKCSSSISConnKGetMXLatch6M_i_ (6bcec8, c8, 7f83e730, c8, 7f4c47a0, 6bcec8) + 2c
7f7b6968 __1cKCSSSISConnI_SendMsg6MpnNCSSSISMessage_LrLi_i_ (6bcec8, 2b11d7c8, ffffffff, 55a7a694, 0, 0) + 24
7ec5be90 __1cHSrmConnLSendRequest6MpnKSrmRequest_nKsrmReqType_ipkHpFpv2nKsrmMsgType_i_i6_i_ (355e5d48, 55a7aa08, 1, 1, 7ebd4b1c, 0) + 558
7ec5b1f0 __1cHSrmConnLSubmitSynch6MpvpnKSrmRequest_pF13nKsrmMsgType_i_iI_i_ (355e5d48, 0, 55a7aa08, 0, ffffffff, 1000) + 70
7ec5a9ac __1cHSrmConnOSendClientInfo6MI_i_ (355e5d48, 10, 0, 1b8b7d18, 55a7a9a0, 55a7aa08) + 114
7ec5a414 __1cHSrmConnHConnect6M_i_ (6aff60, 0, 355e5d48, 7ec72098, 55a7bfd0, 7ec72ad0) + 44c
7b6e3c98 __1cNFSMClientStubHconnect6M_i_ (2f2d2fa0, 0, 2f2d2fa0, 7b6ff8b4, 0, 55a7c100) + 1a8
7b6e3ac0 __1cNFSMClientStub2t5B6MpkHp1333_v_ (2f2d2fa0, bd6f14, 0, 10e06d4, 10e0694, 7f99ca9c) + 68
7615a0f4 __1cPCSSModelPhysDefQGetFSMConnection6M_pnOIFSMClientStub__ (3c15f650, 1, bd6f14, 10e06d4, 2f2d2fa0, 1) + d0
74eb2208 __1cQCSSFSMFileSystemMConnectToFSM6M_H_ (18ce8a08, 3, 7f9a5e1c, 7f948e44, aa8, 800) + 18
74eb68f0 __1cQCSSFSMFileSystemTDoesSiebelFileExist6MrknISSstring__i_ (18ce8a08, 55a7c3a4, 21, 0, 3c, 1bde8c68) + 8
74e9878c __1cJCSSBCFileOGetFSMFileName6MrnISSstring_rk12_H_ (18f36d40, 55a7c5d8, 3b41c194, 55a7c97c, 0, 55a7c3a4) + 4dc
74ea6248 __1cJCSSBCFileODoInvokeMethod6MpkHrnOCSSStringArray_rnISSstring__H_ (18f36d40, 74cb1604, 55a7c980, 55a7c97c, 671c8, 55a7c5e0) + bc
7662362c __1cKCSSBusCompMInvokeMethod6MpkHrnOCSSStringArray_rnISSstring__H_ (18f36d40, 74cb1604, 55a7c980, 55a7c97c, 0, 18f36d9c) + e4


Unmangled, the thread is:

----------------- lwp# 829 / thread# 829 --------------------
7d8058f4 lwp_park (0, 0, 0)
7d80166c mutex_lock_queue (7d818b44, 0, b8b570, 7d818000, 10bac, 0) + 104
7d80206c slow_lock (b8b570, 6ba07c00, 55a79a80, 33d, 7f9f3ff8, 2de96580) + 58
7f9e2548 int osaGetMutex(_pthread_mutex*,int) (b8b570, 0, 0, 0, 7f906c54, 85134) + 5c
7f7b9610 int CSSSISConn::GetMXLatch() (6bcec8, c8, 7f83e730, c8, 7f4c47a0, 6bcec8) + 2c
7f7b6968 int CSSSISConn::_SendMsg(CSSSISMessage*,unsigned long,unsigned long&,int) (6bcec8, 2b11d7c8, ffffffff, 55a7a694, 0, 0) + 24
7ec5be90 int SrmConn::SendRequest(SrmRequest*,srmReqType,int,const unsigned short*,int(*)(void*,SrmRequest*,srmMsgType,int),void*) (355e5d48, 55a7aa08, 1, 1, 7ebd4b1c, 0) + 558
7ec5b1f0 int SrmConn::SubmitSynch(void*,SrmRequest*,int(*)(void*,SrmRequest*,srmMsgType,int),unsigned) (355e5d48, 0, 55a7aa08, 0, ffffffff, 1000) + 70
7ec5a9ac int SrmConn::SendClientInfo(unsigned) (355e5d48, 10, 0, 1b8b7d18, 55a7a9a0, 55a7aa08) + 114
7ec5a414 int SrmConn::Connect() (6aff60, 0, 355e5d48, 7ec72098, 55a7bfd0, 7ec72ad0) + 44c
7b6e3c98 int FSMClientStub::connect() (2f2d2fa0, 0, 2f2d2fa0, 7b6ff8b4, 0, 55a7c100) + 1a8
7b6e3ac0 FSMClientStub::FSMClientStub #Nvariant 1(const unsigned short*,const unsigned short*,const unsigned short*,const unsigned short*,const unsigned short*) (2f2d2fa0, bd6f14, 0, 10e06d4, 10e0694, 7f99ca9c) + 68
7615a0f4 IFSMClientStub*CSSModelPhysDef::GetFSMConnection() (3c15f650, 1, bd6f14, 10e06d4, 2f2d2fa0, 1) + d0
74eb2208 unsigned short CSSFSMFileSystem::ConnectToFSM() (18ce8a08, 3, 7f9a5e1c, 7f948e44, aa8, 800) + 18
74eb68f0 int CSSFSMFileSystem::DoesSiebelFileExist(const SSstring&) (18ce8a08, 55a7c3a4, 21, 0, 3c, 1bde8c68) + 8
74e9878c unsigned short CSSBCFile::GetFSMFileName(SSstring&,const SSstring&,SSstring&) (18f36d40, 55a7c5d8, 3b41c194, 55a7c97c, 0, 55a7c3a4) + 4dc
74ea6248 unsigned short CSSBCFile::DoInvokeMethod(const unsigned short*,CSSStringArray&,SSstring&) (18f36d40, 74cb1604, 55a7c980, 55a7c97c, 671c8, 55a7c5e0) + bc
7662362c unsigned short CSSBusComp::InvokeMethod(const unsigned short*,CSSStringArray&,SSstring&) (18f36d40, 74cb1604, 55a7c980, 55a7c97c, 0, 18f36d9c) + e4

Changes

 

Cause

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