CTI [IP2014] FATAL:Connection To Communication Server Is Lost Error Message In Communications Session Manager Crash (Doc ID 2001689.1)

Last updated on MARCH 02, 2017

Applies to:

Siebel CTI - Version 8.1.1.14.4 [IP2014] and later
Information in this document applies to any platform.

Symptoms

In Siebel version 8.1.1.14.4 [IP2014] patchset 4:

Siebel CTI agents using Avaya middleware experience crashes.

The agents are auto-logged in to the Avaya middleware CTI queue, and then any subsequent agent action on the CTI Toolbar causes a crash of the Communication Session Manager.
In consequence, CTI functionality is unusable.

The following call stack is observed.
Function     Arg 1     Arg 2     Arg 3     Arg 4   Source
ntdll!RtlpNtEnumerateSubKey+1b26     c0000374     778a4270     07f2e52c     7786f739    
ntdll!RtlpNtEnumerateSubKey+2a2c     00000002     73096f98     00000000     00570000    
ntdll!RtlpNtEnumerateSubKey+2b0c     00000008     00570000     75563ae0     00000000    
ntdll!RtlUlonglongByteSwap+ba5     00570000     00000000     75563ae8     57e59a4a    
msvcrt!free+39     75563ae8     00000000     00000000     0057bff0    
AvCT!FreeSCStrParamList+c88a     03774764     57e58386     00000000     00000000    
msvcrt!itow_s+4c     07f2fc78     75e9338a     0057bff0     07f2fcb8    
msvcrt!endthreadex+6c     0057bff0     07f2fcb8     777d9f72     0057bff0    
kernel32!BaseThreadInitThunk+12     0057bff0     7309760c     00000000     00000000    
ntdll!RtlInitializeExceptionChain+63     754d12e5     0057bff0     ffffffff     77867428    
ntdll!RtlInitializeExceptionChain+36     754d12e5     0057bff0     00000000     00000000

The customer observed that moving from [IP2013] patchset 12 to [IP2014] patchset 4 was the only change in the environment.

Cause

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