How to troubleshoot Communications Session Manager component hangs (CSM tasks running increasing) (Doc ID 1263269.1)

Last updated on MAY 01, 2023

Applies to:

Purpose

This document describes how to troubleshoot the behavior where the Communications Session Manager component (alias CommSessionMgr) process hangs/freeze.

When this type of behavior occurs the number of CommSessionMgr component tasks in running status will start to increase.  This can be verified in Site Map > Administration – Server Management > Components > select Communications Session Manager and check column Running Normal Tasks.

Each CommSessionMgr component task corresponds to a CTI Command or Event.   These are transient and should be processed in less than 1 second, so during normal operations you should see 0 or 1 or 2 tasks running even for very large deployments. If you see several tasks running and just increasing the CommSessionMgr hang or freeze is identified.

This behavior could also generate error messages in Siebel log files similar to below:

In CommSessionMgr component log files message like:

• “SBL-SMI-00140: Internal: The MT Server has been disabled”, when CommSessionMgr component reaches MaxTasks component parameter.

In SComm_<used id>.log:

• “FATAL:SRM request time out in 600 seconds. No response from Comm. Session Manager”, indicating that the Siebel Object Manager made a request to the CommSessionMgr component but it did not respond in 600 seconds (default value for CommReqTimeout component parameter)

For the end user a Communications Session Manager hang has high impact in the whole Siebel Enterprise operation, unlike a CTI Toolbar hang described in <Note 477899.1 > or Internet Explorer hang described in <Note 477510.1> that usually are very sporadically affecting few users at a time.

A Communications Session Manager hang will affect several users at the same time or the whole Enterprise with high impact in the production environment. For the end user usually this cause users not able to use the CTI Toolbar (CTI Toolbar buttons disabled), Siebel Application hang for several minutes when trying to login CTI users, Siebel Application freeze when trying to use CTI Toolbar, High CPU in Siebel Servers.

Troubleshooting Steps

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