Object Manager crash executing ShellUIExit method for a CTI OM session after applying 8.1.1.9 Fix Pack (Doc ID 1572067.1)

Last updated on JUNE 02, 2017

Applies to:

Siebel CTI - Version 8.1.1.7 SIA [21238] to 8.1.1.10 [23021] [Release V8]
Information in this document applies to any platform.

Symptoms

Siebel Application Object Manager sporadically crashes after customer using Siebel CTI Toolbar upgrade to Siebel 8.1.1.9 Fix Pack.

The crash can occurs when the ChannelCleanupTimer is triggered after a CTI push connection failure right after a screen pop executed by method PostOpenView. Notice that for the crash to be triggered this needs to occur within a sshort time frame, therefore the behavior can not be reproduced easily.

The purpose of ChannelCleanupTimer is to clean orphan Application Object Manager (AOM) CTI Session when the AOM is not able to deliver CTI push message to the CTI Toolbar plug-in. For more details about ChannelCleanupTimer refer to Document 477541.1 "How Can You Use the ChannelCleanupTimer Parameter To Manage CTI Dangling Sessions?"

Customer will observe the following signature for this crash:

 

Call stack in crash.txt files:

- CALL STACK -
sslcshar +0x3c2e5 = scfError::scfError() +0x65
sssasos +0x5c5a = CompCleanup() +0x322a
sssasos +0x4d0d = CompCleanup() +0x22dd
sssasos +0x6742 = CompCleanup() +0x3d12
sssasos +0x5a95 = CompCleanup() +0x3065
sssasos +0x1a35 = CSSSISObject::operator=() +0x9f5
sssasos +0x2135 = CompHandleMsg() +0x485
siebmtshmw +0x494e
siebmtshmw +0x20021 = GetSmiTaskAPI() +0x6d21
siebmtshmw +0x239a1 = SmiInProcMsgHandler() +0x2051
siebmtshmw +0x15ee5 = SmiBeginTrace() +0x3175
siebmtshmw +0x1749f = GetSmiWorkQObj() +0x148f
siebmtshmw +0xc7f7 = SmiCleanupDetTask() +0x3be7
sslcosd +0x2132 = OSDThreadPrivIsInit() +0x1d2
sslcosd +0x21bc = OSDThreadPrivIsInit() +0x25c
MSVCR71 +0x9565 = endthreadex() +0xa0
kernel32 +0x4d2e9 = BaseThreadInitThunk() +0x12
ntdll +0x41603 = RtlInitializeExceptionChain() +0x63
ntdll +0x415d6 = RtlInitializeExceptionChain() +0x36

 

In Siebel Application Object Manager log files and SComm_<used id>.log associated to the crashing thread the following pattern can be observed:

 

In Siebel AOM log file with event trace alias MessageFlow and ObjMgrBusServiceLog =4 the following method been called in loop:

...

ObjMgrBusServiceLog    InvokeMethod    4    00087b3b51c41530:0    2013-06-28 15:33:15    Begin: Business Service 'Communications Client' invoke method: 'ShellUIExit' at 3503d760
MessageFlow    MsgFlowDetail    4    00087b3b51c41530:0    2013-06-28 15:33:15     22748: InProcMsgHandler() for task 15729294, pErrStack = 0x21d5fa70
MessageFlow    MsgFlowDetail    4    00087b3b51c41530:0    2013-06-28 15:33:15     22748: Queueing message (-1) for task 15729294 (decoded), pErrStack = 0x21d5fa70
MessageFlow    MsgFlowDetail    4    00087b3b51c41530:0    2013-06-28 15:33:15     22748: Queued message (-1) for task 15729294, pErrStack = 0x21d5fa70
ObjMgrBusServiceLog    InvokeMethod    4    00087b3b51c41530:0    2013-06-28 15:33:15    Business Service 'Communications Client' invoke method 'ShellUIExit' Execute Time: 0.001 seconds.
ObjMgrBusServiceLog    InvokeMethod    4    00087b3b51c41530:0    2013-06-28 15:33:15    End: Business Service 'Communications Client' invoke method: 'ShellUIExit' at 3503d760
MessageFlow    MsgFlowDetail    4    00087b3b51c41530:0    2013-06-28 15:33:15     22748: Returned from SessionHandleMsg(-1) for task 15729294, pErrStack = 0x21d5fa70
MessageFlow    MsgFlowDetail    4    00087b3c51c41530:0    2013-06-28 15:33:15     22748: ProcessMessage() worker will process 0x28dccb60, pErrStack = 0x21d5fa70
MessageFlow    MsgFlowDetail    4    00087b3c51c41530:0    2013-06-28 15:33:15     22748: Calling SessionHandleMsg(-1) for task 15729294, pErrStack = 0x21d5fa70
ObjMgrBusServiceLog    InvokeMethod    4    00087b3c51c41530:0    2013-06-28 15:33:15    Begin: Business Service 'Communications Client' invoke method: 'ShellUIExit' at 3503d760
MessageFlow    MsgFlowDetail    4    00087b3c51c41530:0    2013-06-28 15:33:15     22748: InProcMsgHandler() for task 15729294, pErrStack = 0x21d5fa70
MessageFlow    MsgFlowDetail    4    00087b3c51c41530:0    2013-06-28 15:33:15     22748: Queueing message (-1) for task 15729294 (decoded), pErrStack = 0x21d5fa70
MessageFlow    MsgFlowDetail    4    00087b3c51c41530:0    2013-06-28 15:33:15     22748: Queued message (-1) for task 15729294, pErrStack = 0x21d5fa70
ObjMgrBusServiceLog    InvokeMethod    4    00087b3c51c41530:0    2013-06-28 15:33:15    Business Service 'Communications Client' invoke method 'ShellUIExit' Execute Time: 0.001 seconds.
ObjMgrBusServiceLog    InvokeMethod    4    00087b3c51c41530:0    2013-06-28 15:33:15    End: Business Service 'Communications Client' invoke method: 'ShellUIExit' at 3503d760

...

The AOM log file usually will have a large size, more than 1GB only showing the message above in loop.

 

In SComm_<used id>.log  with DEBUG mode enabled for AOM (AOM parameter Log Debug Message = True):

INFO:Maximum log file size 2097152 reached, deleting old logs...
FFMVA7240_15729076[06/24/2013 09:49:17:067]:INFO:About to invoke ShellUIExit because it has been 1405 seconds since the last successful push message sent to browser. This exceeds the ChannelCleanupTimer value 157 seconds. Browser is most likely frozen. AccumulatedTime=197, CmdTime=0
FFMVA7240_15729076[06/24/2013 09:49:17:067]:DEBUG:Begin invoking ShellUIExit in Comm. Client Svc.
FFMVA7240_15729076[06/24/2013 09:49:17:067]:DEBUG:End invoking ShellUIExit in Comm. Client Svc., err = 0
FFMVA7240_15729076[06/24/2013 09:49:17:067]:DEBUG:About to remove push message because it exceeds limit: .
FFMVA7240_15729076[06/24/2013 09:49:17:067]:DEBUG:Push message is currently off, wait(0), cache-push(0), push-msg-size(64)
FFMVA7240_15729076[06/24/2013 09:49:17:067]:INFO:About to invoke ShellUIExit because it has been 1405 seconds since the last successful push message sent to browser. This exceeds the ChannelCleanupTimer value 157 seconds. Browser is most likely frozen. AccumulatedTime=197, CmdTime=0
FFMVA7240_15729076[06/24/2013 09:49:17:067]:DEBUG:Begin invoking ShellUIExit in Comm. Client Svc.
FFMVA7240_15729076[06/24/2013 09:49:17:067]:DEBUG:End invoking ShellUIExit in Comm. Client Svc., err = 0
FFMVA7240_15729076[06/24/2013 09:49:17:067]:DEBUG:About to remove push message because it exceeds limit: .
FFMVA7240_15729076[06/24/2013 09:49:17:067]:DEBUG:Push message is currently off, wait(0), cache-push(0), push-msg-size(64)
FFMVA7240_15729076[06/24/2013 09:49:17:067]:INFO:About to invoke ShellUIExit because it has been 1405 seconds since the last successful push message sent to browser. This exceeds the ChannelCleanupTimer value 157 seconds. Browser is most likely frozen. AccumulatedTime=197, CmdTime=0

The SComm log file will not be able to show the begining of the ChannelCleanupTimer/ShellUIExit scenario for the loop since the SComm.log will reach maximum size very fast.

 

The .FDR files created for the Application Object Manager crash will show the following pattern for the crashing thread:

FdrID            UTC         ThreadID    AreaSymbol    AreaDesc    SubAreaSymbol    SubAreaDesc    UserInt1    UserInt2    UserStr1    UserStr2
22737773    1365414721    9148    Fdr_OBJMGR    Object Manager    FdrSub_OBJMGR_SVC_INVOKE    Service Invoke Method    631038296    0    Communications Client    #ShellUIExit#
22737774    1365414721    9148    Fdr_CSS    Communications Server Service    FdrSub_CSS_CCBS    Communications Client Business Service    631038296    0    InvokeMethod    ShellUIExit
22737775    1365414721    9148    Fdr_CSS    Communications Server Service    FdrSub_CSS_CCBS    Communications Client Business Service    631038296    0    PushToolbarMessage    
22737776    1365414721    9148    Fdr_OBJMGR    Object Manager    FdrSub_OBJMGR_SVC_INVK_ASYNC    Invoke Async Service Method    636208504    24927936    Communications Client    ShellUIExit
22737777    1365414721    9148    Fdr_OBJMGR    Object Manager    FdrSub_OBJMGR_SVC_INVOKE    Service Invoke Method    631038296    0    Communications Client    #ShellUIExit#
22737778    1365414721    9148    Fdr_CSS    Communications Server Service    FdrSub_CSS_CCBS    Communications Client Business Service    631038296    0    InvokeMethod    ShellUIExit
22737779    1365414721    9148    Fdr_CSS    Communications Server Service    FdrSub_CSS_CCBS    Communications Client Business Service    631038296    0    PushToolbarMessage    
22737780    1365414721    9148    Fdr_OBJMGR    Object Manager    FdrSub_OBJMGR_SVC_INVK_ASYNC    Invoke Async Service Method    636208504    24927936    Communications Client    ShellUIExit
22737781    1365414721    9148    Fdr_OBJMGR    Object Manager    FdrSub_OBJMGR_SVC_INVOKE    Service Invoke Method    631038296    0    Communications Client    #ShellUIExit#
22737782    1365414721    9148    Fdr_CSS    Communications Server Service    FdrSub_CSS_CCBS    Communications Client Business Service    631038296    0    InvokeMethod    ShellUIExit
22737783    1365414721    9148    Fdr_CSS    Communications Server Service    FdrSub_CSS_CCBS    Communications Client Business Service    631038296    0    PushToolbarMessage    
22737784    1365414721    9148    Fdr_OBJMGR    Object Manager    FdrSub_OBJMGR_SVC_INVK_ASYNC    Invoke Async Service Method    636208504    24927936    Communications Client    ShellUIExit
22737785    1365414721    9148    Fdr_OBJMGR    Object Manager    FdrSub_OBJMGR_SVC_INVOKE    Service Invoke Method    631038296    0    Communications Client    #ShellUIExit#
22737786    1365414721    9148    Fdr_CSS    Communications Server Service    FdrSub_CSS_CCBS    Communications Client Business Service    631038296    0    InvokeMethod    ShellUIExit
22737787    1365414721    9148    Fdr_CSS    Communications Server Service    FdrSub_CSS_CCBS    Communications Client Business Service    631038296    0    PushToolbarMessage    
22737788    1365414721    9148    Fdr_OBJMGR    Object Manager    FdrSub_OBJMGR_SVC_INVK_ASYNC    Invoke Async Service Method    636208504    24927936    Communications Client    ShellUIExit
22737789    1365414721    9148    Fdr_OBJMGR    Object Manager    FdrSub_OBJMGR_SVC_INVOKE    Service Invoke Method    631038296    0    Communications Client    #ShellUIExit#
22737790    1365414721    9148    Fdr_CSS    Communications Server Service    FdrSub_CSS_CCBS    Communications Client Business Service    631038296    0    InvokeMethod    ShellUIExit
22737791    1365414721    9148    Fdr_CSS    Communications Server Service    FdrSub_CSS_CCBS    Communications Client Business Service    631038296    0    PushToolbarMessage    
22737792    1365414721    9148    Fdr_OBJMGR    Object Manager    FdrSub_OBJMGR_SVC_INVK_ASYNC    Invoke Async Service Method    636208504    24927936    Communications Client    ShellUIExit
22737793    1365414721    9148    Fdr_OBJMGR    Object Manager    FdrSub_OBJMGR_SVC_INVOKE    Service Invoke Method    631038296    0    Communications Client    #ShellUIExit#
22737794    1365414721    9148    Fdr_CSS    Communications Server Service    FdrSub_CSS_CCBS    Communications Client Business Service    631038296    0    InvokeMethod    ShellUIExit
22737795    1365414721    9148    Fdr_CSS    Communications Server Service    FdrSub_CSS_CCBS    Communications Client Business Service    631038296    0    PushToolbarMessage    
22737796    1365414721    9148    Fdr_OBJMGR    Object Manager    FdrSub_OBJMGR_SVC_INVK_ASYNC    Invoke Async Service Method    636208504    24927936    Communications Client    ShellUIExit
22737797    1365414721    9148    Fdr_OBJMGR    Object Manager    FdrSub_OBJMGR_SVC_INVOKE    Service Invoke Method    631038296    0    Communications Client    #ShellUIExit#

 

 

Cause

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