OM Crash with Server Busy Error When Trying to Render an Error Page

(Doc ID 1967327.1)

Last updated on JULY 05, 2016

Applies to:

Siebel Tools - Version 8.1.1.7 [21238] and later
Information in this document applies to any platform.
Checked for Relevance on JULY-05-2016

Symptoms

Our external clients are frequently receiving the error message "The server you are trying to access is either busy or experiencing difficulties.  Please close the Web browser, open a new window, and try logging in again. [15:35:41]"  We have discovered that when this error appears, the component service gets hung and we have to restart the Siebel Service at the server level.



CRASH CALL STACK:
------------------------------------------------
sslcshar +0x1d13 = SSstring::IsEmpty() +0x3
SSCASWBC +0x185482 = CSSRenderer::Show() +0xa2
SSCASWBC +0x15608d = CSSHtmlRenderer::Show() +0x23d
SSCASWBC +0x199a18 = CSSHtmlSIRenderer::Show() +0x28
SSCASWBC +0x17857d = CSSRenderer::ShowChildren() +0x3d
SSCASWBC +0x1591ee = CSSHtmlRenderer::ShowSWETagForEachViewE() +0x12e
SSCASWBC +0x185622 = CSSRenderer::Show() +0x242
SSCASWBC +0x15608d = CSSHtmlRenderer::Show() +0x23d
SSCASWBC +0x199a18 = CSSHtmlSIRenderer::Show() +0x28
SSCASWBC +0x17857d = CSSRenderer::ShowChildren() +0x3d
SSCASWBC +0x158dfd = CSSHtmlRenderer::ShowSWETagScreenLinkE() +0x21d
SSCASWBC +0x185552 = CSSRenderer::Show() +0x172
SSCASWBC +0x15608d = CSSHtmlRenderer::Show() +0x23d
SSCASWBC +0x199a18 = CSSHtmlSIRenderer::Show() +0x28
SSCASWBC +0x17857d = CSSRenderer::ShowChildren() +0x3d
SSCASWBC +0x179e25 = CSSRenderer::ShowSWETagForEachScreenE() +0x3b5
SSCASWBC +0x18551e = CSSRenderer::Show() +0x13e
SSCASWBC +0x15608d = CSSHtmlRenderer::Show() +0x23d
SSCASWBC +0x199a18 = CSSHtmlSIRenderer::Show() +0x28
SSCASWBC +0x17857d = CSSRenderer::ShowChildren() +0x3d
SSCASWBC +0x156246 = CSSHtmlRenderer::ShowSWETagRootE() +0x106
SSCASWBC +0x185468 = CSSRenderer::Show() +0x88
SSCASWBC +0x15608d = CSSHtmlRenderer::Show() +0x23d
SSCASWBC +0x199a18 = CSSHtmlSIRenderer::Show() +0x28
SSCASWBC +0xdf195 = CSSSWEHtmlContentHandler::CS_DoShowPage() +0x1b5
SSCASWBC +0xd9c06 = CSSSWEContentHandler::DoShowPage() +0x106
SSCASWBC +0xd7a69 = CSSSWEContentHandler::CS_ShowPage() +0x389
SSCASWBC +0xd64a1 = CSSSWEContentHandler::ShowPage() +0x111
SSCASWBC +0xdf766 = CSSSWEHtmlContentHandler::CS_ShowProcessCommandError() +0x46
SSCASWBC +0xd6834 = CSSSWEContentHandler::ShowProcessCommandError() +0x1b4
SSCASWBC +0xa8fae = CSSSWECmdProcessor::ProcessCommand() +0xa0e
SSCASWBC +0xa9212 = CSSSWECmdProcessor::ProcessCommand() +0xc2
SSCASWBC +0x1d5fc6 = CSSServiceSWEIface::Request() +0x306
SSCASWBC +0x1d78af = CSSServiceSWEIface::DoInvokeMethod() +0x9af
sscfom +0x188fa = CSSService::InvokeMethod() +0x1ba
sstcsiom +0x6d6a = CSSSIOMSession::ModInvokeSrvcMethod() +0x10a
sstcsiom +0x7534 = CSSSIOMSession::RPCMiscModel() +0x434
sstcsiom +0xe769 = CSSSIOMSession::HandleRPC() +0x369
sssasos +0x65e6 = CompCleanup() +0x3bb6
sssasos +0x5a95 = CompCleanup() +0x3065
sssasos +0x1a35 = CSSSISObject::operator=() +0x9f5
sssasos +0x2135 = CompHandleMsg() +0x485
siebmtshmw +0x494e
siebmtshmw +0x1ffa1 = GetSmiTaskAPI() +0x6d21
siebmtshmw +0x23921 = SmiInProcMsgHandler() +0x2051
siebmtshmw +0x15e65 = SmiBeginTrace() +0x3155
siebmtshmw +0x1741f = GetSmiWorkQObj() +0x148f
siebmtshmw +0xc7c7 = SmiCleanupDetTask() +0x3bd7
sslcosd +0x2132 = OSDThreadPrivIsInit() +0x1d2
sslcosd +0x21bc = OSDThreadPrivIsInit() +0x25c


REPRO STEP:
------------------------------------------
The behavior is intermittent and customer is not able to reproduce by following the user steps from the logs.
Two different set of patterns found from the log files:
1) User entered incorrect password,  the error ' SBL-SEC-10007: The password you have entered is not correct. Please enter your password again.' occurred in the log, and then crashed
2) When user is not logging to Siebel,  User click a Siebel bookmark to a view  or click browser back button,   and browser displays a cached page of the siebel view,  when user click any item on the view,  since they are not logged,  the error ' SBL-DAT-00329: The responsibility of user 'PARTNER_PORTAL' does not allow accessing view 'UHG Individual Renewals View'.' occurred in the log file as the anonymous user does have the access to the view.

Cause

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