Massive Siebel CTI plug-in requests to the Siebel Web Server Extension can Exhaust Web Server Resources Causing Performance Issues
(Doc ID 1445528.1)
Last updated on FEBRUARY 13, 2019
Applies to:Siebel CRM - Version 220.127.116.11  to 18.104.22.168  [Release V7]
Siebel CTI - Version 7.7.2  to 22.214.171.124 SIA  [Release V7 to V8]
Information in this document applies to any platform.
Siebel users start to experience at some point overall Siebel performance problems like:
- Overall Siebel application performance while navigating in Siebel screens
- After call the Siebel URL from Internet Explorer sometimes user are not able to get to the Siebel Login page
- The Siebel login operation take several minutes
Usually after restart, the Siebel Web Server the problems goes away but it may comes back sporadically.
In Siebel Web Server Extension (SWSE) log files (ssxxxxxx_xxxx.log) the following errors can be observed during the time of the outrage:
ProcessPluginRequest ProcessPluginRequestError 1 00149c874e890bbc:0 2011-10-03 05:07:14 1412: [SWSE] CTI request coming in without a user session 10.65.202.13|SWECmd=WaitForCmd&SWEService=Communications+Client&refID=<ID> ProcessPluginRequest ProcessPluginRequestError 1 00149c874e890bbc:0 2011-10-03 05:07:14 1412: [SWSE] Failed to obtain a session ID. NOT OK
Customers having these messages do have Siebel CTI users with an active Siebel CTI Toolbar.
When the overall performance is bad, a very high number of error messages like above can be observed in SWSE Web Server plug-in log file and a ratio of about 60 occurrences for every second can be observed for some customers.
1) Login a Siebel CTI user with the CTI Toolbar enabled and working properly
2) Stop the Siebel Web Server without logging out Siebel users.
3) Kill the Siebel Application Object Manager process corresponding to the Siebel CTI user session.
4) Start the Siebel Web Server again
5) At this point Siebel CTI Toolbar plug-in keep trying to connect to a Object Manager that does not exist anymore and the error message "CTI request coming in without a user session" can be observer in SWSE log files.
6) A ratio of almost 8 - 10 error messages per second is generated by Siebel Web Server
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