Siebel Object Manager with OpenUI and CTI enables crashes when user click multiple time on a CTI Toolbar button. (Doc ID 1935717.1)

Last updated on MARCH 02, 2017

Applies to:

Siebel CTI - Version 8.1.1.9 [23016] to 8.1.1.11.10 [IP2013] [Release V8]
Information in this document applies to any platform.

Symptoms


The Siebel Object Manager component is crashing sporadically when enabling OpenUI mode and CTI. The call stack indicates that the crash is happening when calling Communications Client Business Service method CreatePopup_xx based on the Object Manager log.

This is related to a pop up window been called from Siebel CTI Toolbar, for example when the user click on CTI Toolbar Not Ready button or transfer call button that pop up the ACD Transfer Call Applet.

For example in the Object Manager component log file PSCcObjMgr4_nld_0037_38797325.log we can observe the following error:

ObjMgrBusServiceLog InvokeMethod 4 00002c20537d0114:0 2014-05-22 10:59:28 End: Business Service 'Communications Client' invoke method: 'CreatePopup_54' at 3752808
Exception 0xc0000005 at 0x00611e75
Thread: 0x00003b9c, Process 0x0000337c

- CONTEXT -
EIP: 0x7750bf0c, EFL: 0x00010202, FS:  0x00000053, GS:  0x0000002b
CS:  0x00000023, DS:  0x0000002b, SS:  0x0000002b, ES:  0x0000002b
EAX: 0x00000000, EBX: 0x18ea6968, ECX: 0x18148d80, EDX: 0x0fa015b8
ESI: 0x18148d80, EDI: 0x13d6d928, EBP: 0x0f18ffec, ESP: 0x0f18ffdc


- CALL STACK -
sslcshar +0x1e75 = SSstring::operator unsigned short const *() +0x5
SSCASWBC +0x136072 = CSSSWEComponentMgr::GetComponent() +0x42
SSCASWBC +0xf434f = CSSSWESWXMgr::GetAppletSWX() +0x20f
SSCASWBC +0x128ab0 = CSSSWEHtmlPUIContentHandler::CS_DoShowApplet() +0xf0
SSCASWBC +0xf9284 = CSSSWEContentHandler::ActionShowFrame() +0x164
SSCASWBC +0xb75aa = CSSSWEActionMgr::ActionShowFrame() +0x4a
SSCASWBC +0xb84ce = CSSSWEActionMgr::DoPostedAction() +0x15e
SSCASWBC +0xb8fd6 = CSSSWEActionMgr::CheckPostedActions() +0x446
SSCASWBC +0xe0736 = CSSSWEFrameMgrInternal::InvokeServiceMethod() +0x2c6
SSCASWBC +0xbb680 = CSSSWECmdProcessor::InvokeMethod() +0x420
SSCASWBC +0xc1165 = CSSSWECmdProcessor::_ProcessCommand() +0x725
SSCASWBC +0xc24c8 = CSSSWECmdProcessor::ProcessCommand() +0xab8
SSCASWBC +0xc29d4 = CSSSWECmdProcessor::ProcessCommand() +0xc4
SSCASWBC +0x264c19 = CSSServiceSWEIface::Request() +0x309
SSCASWBC +0x266a51 = CSSServiceSWEIface::DoInvokeMethod() +0xed1
sscfom +0x18cac = CSSService::InvokeMethod() +0x24c
sstcsiom +0x6d6a = CSSSIOMSession::ModInvokeSrvcMethod() +0x10a
sstcsiom +0x7613 = CSSSIOMSession::RPCMiscModel() +0x513
sstcsiom +0xe8fd = CSSSIOMSession::HandleRPC() +0x3ad
sssasos +0x65e6 = CompCleanup() +0x3bb6
sssasos +0x5a95 = CompCleanup() +0x3065
sssasos +0x1a35 = CSSSISObject::operator=() +0x9f5
sssasos +0x2135 = CompHandleMsg() +0x485
siebmtshmw +0x494e
siebmtshmw +0x20051 = GetSmiTaskAPI() +0x6d21
siebmtshmw +0x239d1 = SmiInProcMsgHandler() +0x2051
siebmtshmw +0x15f15 = SmiBeginTrace() +0x3195
siebmtshmw +0x174cf = GetSmiWorkQObj() +0x148f
siebmtshmw +0xc7f7 = SmiCleanupDetTask() +0x3be7
sslcosd +0x2152 = OSDThreadPrivIsInit() +0x1d2
sslcosd +0x21dc = OSDThreadPrivIsInit() +0x25c
MSVCR71 +0x9565 = endthreadex() +0xa0
KERNEL32 +0x286e3 = BaseThreadInitThunk() +0xe
ntdll +0x5bf39 = RtlInitializeExceptionChain() +0x85
ntdll +0x5bf0c = RtlInitializeExceptionChain() +0x58


The crash can NOT be reproduced at will, it occurs very sporadically. Usually when the user is transferring a call using a pop up applet from CTI Toolbar.

The behavior started after upgrade from 8.0.0.13 HI mode to 8.1.1.11 PS 7 and only occurs on OpenUI mode, not in HI mode.

Cause

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