Siebel UCM client application crashes while merging data that results in publishing the merge results to external system (Doc ID 1601651.1)

Last updated on APRIL 01, 2016

Applies to:

Siebel Universal Customer Master - Version 8.1.1.7 [21238] and later
Information in this document applies to any platform.

Symptoms

SIEBEL VERSION:
---------------
Siebel 8.1.1.7

ISSUE STATEMENT:
----------------

Customer is performing a merge of 2 duplicate records using the UCM Client UI > UCM screen > Existing Duplicates View. They have also enabled the merge process to publish out the merged results to external systems by following changes in this posting:

- UCM Merge with Daily Batch Publish and Event Mode (Doc ID 1469227.1)

During the merging of the data, it was observed that the data merges together properly, but once it gets to the step to publish out the merge changes, the client application crashes, causing the session to end. As a result, the records are merged together, but the publish of the message does not occur and the client OM component completely exits, causing user sessions to end prematurely and get interrupted.

STEPS TO REPRODUCE:
-------------------------------
The behaviour occurs as follows:

1.  Configure the application for Event Mode publishing by following steps in:

- UCM Merge with Daily Batch Publish and Event Mode (Doc ID 1469227.1)

2. Launch Siebel UCM client application and navigate to the UCM screen > Existing Duplicates View > drill down into an existing duplicate record to see which are the duplicates.

3. Select any duplicate record and click the {Merge} button to merge the survivor and victim records together.

4. Repeat the merging process for various records and eventually one of them will cause the crash to occur.

BEHAVIOR PATTERN:
-------------------------------
The behavior is intermittent, it occurs randomly. It will merge properly for some time, but eventually encounter a scenario where the merging/publish leads to a crash.

LOSS OF FUNCTIONALITY / BUSINESS IMPACT:
------------------------------
Due to the crash, the records are merged together, but the publish of the message does not occur and the client OM component completely exits, causing user sessions to end prematurely and get interrupted.

ERROR MESSAGE:
-------------------
The behaviour causes a crash with the following callstack:

Called from:
/siebel/siebsrvr/lib/libsslcosd.so[0x40397951]
[0x40000440]
/siebel/siebsrvr/lib/libsslcshar.so(CCFPropertySet::GetChild(int, CCFPropertySet const*&) const+0x24)[0x401a27f4]
/siebel/siebsrvr/lib/libsslcshar.so(CCFPropertySet::GetChild(int, CCFPropertySet*&)+0x2d)[0x401a289d]
/siebel/siebsrvr/lib/libsscaucmdssv.so(CSSUCMMergeService::PrepareMessageAndPublish(CCFPropertySet const&, CCFPropertySet&)+0x7fd)[0x564fb47d]
/siebel/siebsrvr/lib/libsscaucmdssv.so(CSSUCMMergeService::DoInvokeMethod(unsigned short const*, CCFPropertySet const&, CCFPropertySet&)+0x387)[0x564cada7]
/siebel/siebsrvr/lib/libsscfom.so(CSSService::InvokeMethod(unsigned short const*, CCFPropertySet const&, CCFPropertySet&)+0x2e4)[0x442faf14]
/siebel/siebsrvr/lib/libsscafwsv.so(CSSWfStepExec::InvokeService(CSSWfStep const*, CSSWfStepInst*, unsigned short const*, unsigned short const*, CCFPropertySet const&, CCFPropertySet&, bool, bool)+0x340)[0x54b3f560]
/siebel/siebsrvr/lib/libsscafwsv.so(CSSWfStepExec::InvokeTask(CSSWfStep const*, CSSWfStepInst*, CCFPropertySet&, CCFPropertySet&)+0x100)[0x54b41700]
/siebel/siebsrvr/lib/libsscafwsv.so(CSSWfStepExec::InvokeAction(CSSWfStep const*, CSSWfStepInst*, CCFPropertySet&, CCFPropertySet&, CSSStringArray&, bool&)+0x54)[0x54b3e784]
/siebel/siebsrvr/lib/libsscafwsv.so(CSSWfStepExec::Execute(CSSWfStep const*, CSSWfStepInst*, CSSStringList&, bool&, bool&, unsigned short const*, bool, CCFPropertySet*, bool, unsigned short const*, CCFVariant const*)+0x389)[0x54b3c6c9]
/siebel/siebsrvr/lib/libsscafwsv.so(CSSWfStepInst::RunOneStep(bool&, bool&, bool&, unsigned short const*, bool, CCFPropertySet*, bool, unsigned short const*, CCFVariant const*, CCFPropertySet*, CCFPropertySet*, bool, bool)+0x134)[0x54b47e74]
/siebel/siebsrvr/lib/libsscafwsv.so(CSSWfStepInst::Start(bool&, unsigned short const*, unsigned short const*, CCFVariant const*)+0x87)[0x54b48567]
/siebel/siebsrvr/lib/libsscafwsv.so(CSSWfCoordinator::Start(CSSWfEngine*, CSSWfProcInst*, unsigned short const*, bool&, bool, bool, bool, unsigned short const*, CCFVariant const*)+0x4b2)[0x54a4c382]

Cause

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