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How to Mitigate and Troubleshoot SCBroker Forwarding Errors in Siebel CRM Application (Doc ID 1321942.1)

Last updated on AUGUST 17, 2022

Applies to:

Siebel CRM - Version 8.0 SIA [20405] and later
Information in this document applies to any platform.
Applicable to all Siebel CRM versions start from 8.x and above


This note is only applicable to Siebel CRM , and illustrates troubleshooting steps including a workaround for the behavior described in the following alert:

Siebel Connection Broker May Be Blocked by a Hanging Object Manager Process <Document 473950.1>.

The scenario that SCBroker can not connect a new session to an existing object manager process because this process itself is hanging, can usually be determined by the following entry in the swse log file:

2011-05-13 16:31:54 56: [SWSE] Open Session failed (0xa600d1) after 60.1958 seconds.
ProcessPluginRequest ProcessPluginRequestError 1 000010844d5a0a7a:0 2011-05-13 16:31:54 56: [SWSE] Failed to obtain a session ID. Login failed attempting to connect to %1
ProcessPluginRequest ProcessPluginRequestError 1 000010844d5a0a7a:0 2011-05-13 16:31:54 56: [SWSE] Set Error Response (Session: Error: 10879185 Message: Login failed attempting to connect to siebel.TCPIP.None.None://hostname:2361/enterprise/SCCObjMgr_enu)
ProcessPluginRequest ProcessPluginRequestError 1 000010844d5a0a7a:0 2011-05-13 16:31:54 56: [SWSE] Login failed.
SBL-SSM-00005: Timeout occurred while opening SISNAPI connection.
SisnapiLayerLog Error 1 000010894d5a0a7a:0 2011-05-13 16:32:10108: [SISNAPI] Async Thread: connection (0x2cdadb8), error (1180682) while reading message
GenericLog GenericError 1 0000108a4d5a0a7a:0 2011-05-13 16:33:24 (ssmsismgr.cpp (0) err=0 sys=0) SBL-GEN-00000: (ssmsismgr.cpp: 0) errorcode = 0, system error = 0, msg1 = (null), msg2 = (null), msg3 = (null), msg4 =(null)
ObjMgrSessionLog Error 1 0000108a4d5a0a7a:0 2011-05-13 16:33:24 Login failed for Login name : SADMIN
ProcessPluginState ProcessPluginStateError 1 0000108a4d5a0a7a:02011-05-13 16:33:24 71: [SWSE] Open Session failed (0xa600d1) after 60.0111 seconds.

Note the last line where we see a connection timeout of 60 seconds displayed.

This is the built in timeout of 60 seconds after which a request from SWSE plugin to the SCBroker is cancelled.

From that message we can conclude that SCBroker was not able to transfer a login request to a working object manager on node 'hostname'

We can also conclude that the object manager process is still running since it is still in SCBrokers routing table, however it does not accept new connections.

This is usually caused by an MT process hang scenario.

Now we are facing two challenges:

a) which process id exactly  is hanging  ? Imagine if we have for example 25 MT server processes running on that node, this is not easy to determine.


b) why is this process hanging ?

In the next section we will describe how we can find out which pid is hanging, how to mitigate the situation and what diagnostic data should be captured to help with investigation of b)

Troubleshooting Steps

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Troubleshooting Steps

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