Siebel 8.1.1.9 CTI crashes using Cisco driver , getting driver error: Exception caught in MyAppEventSink::IsThereAlertingCall, Code: -1073741819(0xc0000005), Memory access violation. (Doc ID 1589563.1)

Last updated on MARCH 02, 2017

Applies to:

Siebel Call Center - Version 8.1.1.9 [23016] and later
Information in this document applies to any platform.
We have deployed CTI for cisco and when user are logging in siebel, there siebel application session hangs and there are multiple session running for user on server.

Symptoms

 crash txt:

- CALL STACK -
SSCASWBC +0xd9aa0 = CSSSWEFrameMgr::GetUdfLoader() +0x0
SSCMCLNT +0x310d5 = CSSSWEFramePickLangLocale::CreateObject() +0x115
SSCASWBC +0x5c11e = CSSSWEFrame::MakePopup() +0x1ae
SSCASWBC +0x31f1e = CSSSWEFrame::MakeApplet() +0x22e
SSCASWBC +0x3709b = CSSSWEFrame::OnActionsShowPopup() +0x49b
SSCASWBC +0x34c0e = CSSSWEFrame::DoInvokeMethod() +0x2de
swcacmfr +0x712b = CSSSWEFrameBase::DoInvokeMethod() +0x3cb
SSCASWBC +0x2e2e7 = CSSSWEFrame::InvokeMethod() +0x137
SSCASWBC +0xd8619 = CSSSWEFrameMgrInternal::InvokeAppletMethod() +0xa19
SSCASWBC +0xb1fe3 = CSSSWECmdProcessor::InvokeMethod() +0x683

 

Cisco driver error:

CtiOsClient.sadmin.0921.155821.log
...........................................................


09/21/13 15:58:48.360  13676  siebmtshmw  Thd(13472)  [call.5000.52034550.58065]::GetCallData()
09/21/13 15:58:48.360  13676  siebmtshmw  Thd(13472)  [DRIVER]: Exception caught in MyAppEventSink::IsThereAlertingCall, Code:
-1073741819(0xc0000005), Memory access violation.


09/21/13 15:58:48.360  13676  siebmtshmw  Thd(13472)  [call.5000.52034550.58065]::GetCallData()
09/21/13 15:58:48.360  13676  siebmtshmw  Thd(13472)  [DRIVER]: Exception caught in MyAppEventSink::IsThereAlertingCall, Code:
-1073741819(0xc0000005), Memory access violation.

 

At around the same time, most of the SComm logs report the following error:


BC46191_35651677[09/21/2013 16:02:39:608]:FATAL:Connection to Communication Server is lost.

 

Enterprise log often showed Commsession Mgr crashes on different days:

ServerLog ProcessExit 1 00021f70523a2cd8:0 2013-09-20 16:16:29 CommSessionMgr 4792 SBL-OSD-01000   Process 4792 exited with error - Internal: The process attempted to read from or write to a virtual address for which it does not have the appropriate access.

ServerLog ProcessExit 1 00021f70523a2cd8:0 2013-09-20 23:00:49 CommSessionMgr 24012 SBL-GEN-00255   Process 24012 exited with error - Internal: Error during exec()

ServerLog ProcessExit 1 00021f70523a2cd8:0 2013-09-21 16:02:25 CommSessionMgr 13676 SBL-GEN-00255   Process 13676 exited with error - Internal: Error during exe

 

def file:

[Driver Parameters:Cisco Driver]

         Required:Driver:LibraryName      = "Sieb7CiscoCTI.dll"

        

Changes

 Cisco driver dll was upgraded

Cause

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