Genesys CTI CommSessionMgr Restart with SRBroker Crash SBL-SVR-00052 (Doc ID 1581826.1)

Last updated on NOVEMBER 27, 2016

Applies to:

Siebel CTI - Version 8.1.1.4 SIA [21225] and later
Information in this document applies to any platform.

Symptoms

The customer upgraded to Siebel 8.1.1.4, where they experienced an SRBroker crash intermittently. There was a very consistent pattern before the crash occurred:

In server log, it shows that just before SRBroker crash, following events happened,

1. About 30-40 seconds before crash, a new SrvrSched process created, which is actually a new CommSessionMgr process.
2. 4-10 seconds before crash, the old CommSessionMgr (CSM) completed successfully
3. SRbroker crashed with error SBL-SVR-00052
4. CTI Middle ware  Genesys 7.5 Gplus driver. (capable of handeling multiple CSM processes.

 


The customer was integrating with Genesys Gplus driver. Each time the crash happened, it will cause the CTI toolbar to be greyed out.

The call stack looked as follows:

 

Exception 0xc0000005 at 0x017c1a32
Thread: 0x0000319c, Process 0x00003b94

- CONTEXT -
EIP: 0x77981696, EFL: 0x00010202, FS:  0x0000003b, GS:  0x00000000
CS:  0x0000001b, DS:  0x00000023, SS:  0x00000023, ES:  0x00000023
EAX: 0x00000002, EBX: 0x0073c100, ECX: 0x0dc5f4b4, EDX: 0x00000000
ESI: 0x0c6c8498, EDI: 0x00000000, EBP: 0x0dc5ffec, ESP: 0x0dc5ffdc

- CALL STACK -
ssscsrb +0x1a32 = SRBSharedQueue::~SRBSharedQueue() +0x82
sssasrb +0x903d
sssasrb +0xa99d
siebmtsh +0xc597 = SmiCleanupDetTask() +0x3ba7
sslcosd +0x2132 = OSDThreadPrivIsInit() +0x1d2
sslcosd +0x21bc = OSDThreadPrivIsInit() +0x25c
MSVCR71 +0x9565 = endthreadex() +0xa0
kernel32 +0x4d0e9 = BaseThreadInitThunk() +0x12
ntdll +0x416c3 = RtlInitializeExceptionChain() +0x63
ntdll +0x41696 = RtlInitializeExceptionChain() +0x36


Cause

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