After upgrade to Siebel 8.0.0.13 Fix Pack Email Response module fails to process emails using Internet SMTP/POP3 Server driver. (Doc ID 1512626.1)

Last updated on MARCH 02, 2017

Applies to:

Siebel Email Response - Version 8.0.0.13 SIA [20448] to 8.0.0.3 [20416] [Release V8]
Information in this document applies to any platform.

Symptoms

Customer upgrade the Siebel Servers running on MS Windows platform from Siebel 8.0.0.8 to Siebel 8.0.0.13. After that when they start Communications Inbound Receiver (CIR) with a single Response Group to pull emails from a email box with 3 or more emails waiting to be processed the CIR failed to process the emails and the following error occurs.

In CIR log files:

ObjMgrBusCompLog Error 1 0000001550731fd0:0 2012-10-09 11:03:15 (bcfile.cpp (4330)) SBL-UIF-00229: Ocorreu um erro ao abrir o ficheiro 'D:\sblDEVM\sblDEVMsrv01\siebsrvr\BIN\incoming\OriginalMessageText_1_1_5073CDB0_2_40329432.txt'.

In Internet SMTP/POP3 Server log files:
ERROR:Erro ao analisar a mensagem D:\sblDEVM\sblDEVMsrv01\siebsrvr\BIN\incoming\OriginalMessageText_1_1_5073CDB0_2_40329432.txt, mensagem mudou para D:\sblDEVM\sblDEVMsrv01\siebsrvr\BIN\failed
that means:
ERROR:Error parsing message D:\sblDEVM\sblDEVMsrv01\siebsrvr\BIN\incoming\OriginalMessageText_1_1_5073CDB0_2_40329432.txt, message moved to D:\sblDEVM\sblDEVMsrv01\siebsrvr\BIN\failed.

The issue DOES NOT help on all environments even using the same Email Server, same email message, and same Internet SMTP/POP3 Server parameters with exactly same version.

For example the issue is not reproducible in Production, only in two of the several QA and Development environments.

For the environment having issue if customer remove the 8.0.0.13 FP and returns to original 8.0.0.8 FP everything works fine.

The issue can be reproduced at will on some Siebel Server environments with the following steps:
1. Install 8.0.0.13 Fix Pack
2. Keep CIR in shutdown status
3. Send 3 or more email messages to the mail box been monitored by Siebel Email Response Group
4. Start CTI component
5. CIR pulls some emails from the email box but some of them go to failed directory.
6. The same email that failed, if send again alone is process with success.

 

Another behavior reported on UNIX (Solaris) platforms is a CIR component crashes immediately after start up with one or more response groups active. Similar to the problem report on Windows the behavior could NOT be reproduced internally and also on some other customer environments with same setting the behavior could NOT be reproduced. It affects only some of the Siebel Servers on UNIX running CIR. The issue start to happens after customer upgrade from 8.0.0.9 to 8.0.0.13.

The call stack for the CIR crash is:

/apps/siebel/siebsrvr/lib/libsslcshar.so:__1cKSSstrlen166FpkH_I_+0x0 [ Signal 11 (SEGV)]
/apps/siebel/siebsrvr/lib/libsslcshar.so:__1cPCCFFormatHelper6FrnRCCFFormatCharSink_bbpkHrnSCCFFormatArgSource__i_+0x2d0
/apps/siebel/siebsrvr/lib/libsslcevt.so:__1cKSSEventLogKMakeDetail6kMrnISSstring_pkHIppknMCCFFormatArg__i_+0x44
/apps/siebel/siebsrvr/lib/libsslcevt.so:__1cKSSEventLogJHandleEvt6MrknISSstring_ipknIsrdEvent_pknLsrdSubEvent_pkHIppknMCCFFormatArg__i_+0xd8
/apps/siebel/siebsrvr/lib/libsslcevt.so:__1cNLIBEvtTrigger6FpkcipnJsrdObjTag_3pkHIppknMCCFFormatArg__i_+0x100
/apps/siebel/siebsrvr/lib/libsslcasrv.so:__1cQCCFAdapterSharedLLogEventFmt6MpkcipnJsrdObjTag_4pkHIppknMCCFFormatArg__i_+0x138
/apps/siebel/siebsrvr/lib/libsslcshar.so:__1cLCcfLogEvent6FpnJsrdObjTag_pkHrknMCCFFormatArg_66666_i_+0x88
/apps/siebel/siebsrvr/lib/libsscmpop3.so:__1cQMessageProcessorNonMessageDone6MrknHSSError_rnOMailboxMonitor_pnOSSOutputStream_irknISSstring__v_+0xc8
/apps/siebel/siebsrvr/lib/libsscmpop3.so:__1cOMailboxMonitorHreadMsg6ML_nHSSError__+0x394
/apps/siebel/siebsrvr/lib/libsscmpop3.so:__1cOMailboxMonitorDrun6M_nHSSError__+0x174
/apps/siebel/siebsrvr/lib/libsscmpop3.so:__1cTSSSmiDetachedThreadDRun6Fpv_i_+0x4c
/apps/siebel/siebsrvr/bin/siebmtshmw:__1cQSmiThrdEntryFunc6Fpv_i_+0x494
/apps/siebel/siebsrvr/lib/libsslcosd.so:0x5c45c
/apps/siebel/siebsrvr/mw/lib/libmfc400su.so:__1cP_AfxThreadEntry6Fpv_I_+0x100
/apps/siebel/siebsrvr/mw/lib/libkernel32.so:__1cIMwThread6Fpv_v_+0x23c



Cause

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