Object Manager crashes when Siebel CTI user logut from Siebel sporadically (Doc ID 1940868.1)

Last updated on MARCH 02, 2017

Applies to:

Siebel CTI - Version 8.1.1.11 [IP2013] to 8.1.1.11.11 [IP2013] [Release V8]
Information in this document applies to any platform.

Symptoms

Siebel Call Center Object Manager start to crash sporadically when a CTI users logout from Siebel.

The behavior could not be reproduce consistently, but the most common scenario is a long running query is trigger and user abandon the IE session. Due the long running query it trigger a SISNAPI communication error between the Siebel Web Server Extension and the Object Manager that leads to a OM session force logout or timeout to clean the orphan OM session causing the crash.

- CALL STACK -
siebmtshmw +0xffc00000
sscfom +0x1f95c = CSSBusComp::SetSearchSpec() +0xc
SSCMSVC +0xa5fd = CSCPostMsgInterface::operator=() +0x8ead
SSCMSVC +0xa9fc = CSCPostMsgInterface::operator=() +0x92ac
SSCMSVC +0x125d1 = CSSCommServerService::ClientDisconnect() +0x21
sscfom +0x18cac = CSSService::InvokeMethod() +0x24c
SSCMCLNT +0x1d226 = CSSHTMLCommClientService::ShellUIExit() +0x276
SSCMCLNT +0x1f0f8 = CSSHTMLCommClientService::~CSSHTMLCommClientService() +0x58
SSCMCLNT +0x22ae5 = CSSHTMLCommClientService::CreateObject() +0x575
sscfom +0x18f33 = CSSService::Release() +0x63
sscfom +0x14f60 = CSSModel::ReleaseObjects() +0x50
sscfom +0x160f7 = CSSModel::Release() +0x47
sstcsiom +0x8341 = CSSSIOMSession::~CSSSIOMSession() +0x61
sstcsiom +0xefc5 = CSSSIOMSession::HandleRPC() +0xad5
sstcsiom +0x40cb = CSSSIOMSession::Release() +0xb
sssasos +0x5ccb = CompCleanup() +0x329b
sssasos +0x18b9 = CSSSISObject::operator=() +0x879
sssasos +0x2909 = CreateSmiMThreadObj() +0xd9
siebmtshmw +0x4aa2
siebmtshmw +0x1f3b5 = GetSmiTaskAPI() +0x6085
siebmtshmw +0x20bf4 = GetSmiTaskAPI() +0x78c4
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 +0x2484f = GetModuleHandleA() +0xdf

 

It was noticed that during this scenarios the standard Runtime Events that call ShellUIExit method are not trigge. The Action Set “Comm. Web Session Close Action” was associated to Application event ApplicationUnload, WebTimeout and WebLogout  in  Site Map>Administration – Runtime Events>Events but none of these standard events were trigger when the OM session is cleaned. 

To avoid the CTI OM session been close without calling ShellUIExit first the following Runtime events were added: Timeout  and Logout to trigger the Action Set “Comm. Web Session Close Action” that calls ShellUIExit. After that the crash stopped as a temporary workaround.




Cause

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