Communication Inbound Receiver Crashes After Upgrade To 8.1.1.11 PATCHSET10 (Doc ID 1961607.1)

Last updated on MARCH 02, 2017

Applies to:

Siebel CRM - Version 8.1.1.11.10 [IP2013] and later
Information in this document applies to any platform.

Symptoms

On : 8.1.1.11.10 [IP2013] version, Comms Server & Email Response

The customer has a clone of the Comm. Inbound Receiver (CIR) component on one of their windows Servers. They have 50 Response groups and after about 1 minute of starting the component it crashes. This only started occurring directly after upgrading to 8.1.1.11.10.

ERROR
-----------------------
ServerLog ProcessExit 1 000013f8548e1ee8:0 2014-12-15 13:35:12 CustCommInboundRcvr 7164 SBL-OSD-01000 Process 7164 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 000013f8548e1ee8:0 2014-12-15 13:47:59 CustCommInboundRcvr 7908 SBL-GEN-00001 Process 7908 exited with error -
ServerLog ProcessExit 1 000013f8548e1ee8:0 2014-12-15 13:48:38 8956 SBL-SVR-09127 Process 8956 exited with error - Internal: Fail to initialize the shared memory resource for the process.
ServerLog ProcessExit 1 000013f8548e1ee8:0 2014-12-15 13:48:49 WfProcMgr 4472 SBL-SMI-00062 Process 4472 exited with error - Internal: No more process (multithreaded server) slots available
ServerLog ProcessExit 1 000013f8548e1ee8:0 2014-12-15 13:53:02 CustCommInboundRcvr 6136 SBL-OSD-01000 Process 6136 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 000013f8548e1ee8:0 2014-12-15 13:54:42 CustCommInboundRcvr 1256 SBL-OSD-01000 Process 1256 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 000013f8548e1ee8:0 2014-12-15 13:58:38 CustCommInboundRcvr 9528 SBL-OSD-01000 Process 9528 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.

 

The Call Stack of the crashed Communication Inbound Receiver component looked as follows:

0509ad94 77d8a3a6 00cd0000 276bb478 00000000 ntdll_77d00000!RtlpAnalyzeHeapFailure+0x209 (FPO: [Non-Fpo])
0509add0 77d335a7 0000026a 276bb478 0509ae98 ntdll_77d00000!RtlpCoalesceFreeBlocks+0x4e2 (FPO: [Non-Fpo])
0509aec8 77d33492 276ba128 276ba130 276ba130 ntdll_77d00000!RtlpFreeHeap+0x1f4 (FPO: [Non-Fpo])
0509aee8 759f14dd 00cd0000 00000000 276ba130 ntdll_77d00000!RtlFreeHeap+0x142 (FPO: [Non-Fpo])
0509aefc 7c34218a 00cd0000 00000000 276ba130 kernel32!HeapFree+0x14 (FPO: [Non-Fpo])
0509af44 0046be2b 276ba130 276ba134 0509ca88 msvcr71!free+0xc3 (FPO: [Non-Fpo]) (CONV: cdecl) [f:\vs70builds\3052\vc\crtbld\crt\src\free.c @ 103]
0509af58 0046acf4 276ba134 0509af78 0046aac7 sslcshar!CCFMemPoolMgr::Free+0x3b (FPO: [Non-Fpo]) (CONV: thiscall) [m:\siebel\src\core\ccf\impl\framework\generic\ccfmem.cpp @ 943]
0509af64 0046aac7 276ba134 1cc29b30 0509ca80 sslcshar!CCFProcessMemPool::Free+0x24 (FPO: [Non-Fpo]) (CONV: cdecl) [m:\siebel\src\core\ccf\impl\framework\generic\ccfmem.cpp @ 1044]
0509af78 004690ae 276ba134 ffffffff 7c34347e sslcshar!SSstring::Release+0x97 (FPO: [Non-Fpo]) (CONV: cdecl) [m:\siebel\src\core\ccf\impl\framework\generic\ssstring.cpp @ 285]
0509af84 7c34347e 1cc29b30 ffffffff 0509afa4 sslcshar!SSstring::~SSstring+0xe (FPO: [0,0,0]) (CONV: thiscall) [m:\siebel\src\core\ccf\impl\framework\generic\ssstring.cpp @ 403]
0509ca94 1cbeaff5 1dfd3770 004690a0 1dfd4448 msvcr71!_NLG_Return (FPO: [Uses EBP] [3,0,4])
0509cac4 1cbeb366 275b8f10 1dfd3770 00000000 sscacabc!CSSBCMail::SqlWriteRecord+0x45 (FPO: [Non-Fpo]) (CONV: thiscall) [m:\siebel\src\apps\shared\calact\bc\bcmail.cpp @ 841]
0509cd1c 02714b10 004720b0 0046a240 004690a0 sscacabc!CSSBCInMail::SqlWriteRecord+0x276 (FPO: [Non-Fpo]) (CONV: thiscall) [m:\siebel\src\apps\shared\calact\bc\bcmail.cpp @ 1334]
0509d438 1cea2f96 27616920 00000000 00000000 sscfom!CSSBusComp::WriteRecord+0xcd0 (FPO: [Non-Fpo]) (CONV: thiscall) [m:\siebel\src\core\datasvc\ssa\objmgr\buscomp.cpp @ 34672]


STEPS
-----------------------
The issue can be reproduced with the following steps:

1. Apply 8.1.1.11.10
2. Configure email response to process inbound emails in Real Time
3. Enable a response group and process inbound messages

The issue could only be reproduced in the customer production environment. This could not be reproduced in-house or on their non-prob env. This may have been due to load and the machine resources, the customer's production environment could process emails a lot quicker than the other test environments.

Cause

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