Siebel OpenUI IP14, CTI Toolbar Push Failure , Java ERROR: commToolbarUtil.js: sendCommand failed for push request... (Doc ID 2013024.1)

Last updated on MARCH 02, 2017

Applies to:

Siebel Financial Services CRM - Version 8.1.1.14.2 [IP2014] to 8.2.2.4.16 [IP2013] [Release V8]
Information in this document applies to any platform.
Siebel IP14 Open UI CTI Toolbar Push Failure , Java ERROR: commToolbarUtil.js: sendCommand failed for push request...
CTI toolbar is disabled.

Symptoms

On : 8.1.1.14.2 [IP2014] version, CTI

When attempting to use CTI toolbar gets disabled in Open UI 2014  (HI works without any issues) the following errors occur:

ERROR in Scomm log
-----------------------
PGSKS4129_41943078[04/22/2015 11:25:56:626]:DEBUG:Push message is currently off, wait(0), cache-push(0), push-msg-size(13)
PGSKS4129_41943078[04/22/2015 11:25:56:626]:INFO:About to invoke ShellUIExit because it has been 368 seconds since the last successful push message sent to browser. This exceeds the ChannelCleanupTimer value 200 seconds. Browser is most likely frozen.

ERROR in Browser Console:

[2015-04-22T15:19:46.663Z UTC]:DEBUG: commToolbarUtil.js: get push response of request 39: .<command name="ClientIP" value="10.03.00.333" />
[2015-04-22T15:19:46.665Z UTC]:DEBUG: commToolbarUtil.js: send a new push request: 40
SCRIPT7002: XMLHttpRequest: Network Error 0x2ef3, Could not complete the operation due to error 00002ef3.
File: start.swe
[2015-04-22T15:19:46.815Z UTC]:ERROR: commToolbarUtil.js: sendCommand failed for push request<40>
[2015-04-22T15:19:46.816Z UTC]:ERROR: commToolbarUtil.js: Stop push after few tries at handlePushException!

 - The environment has  multiple network devices between User's Browser and Siebel Web Servers , including Load Balancer (F5) and Firewalls that could be contributing for the sporadic network errors.

-  The Push Keep Alive Driver is been used with PushKeepAliveTimer=180 seconds and ChannelCleanupTimer =560 seconds. After implementing Push Keep Alive Driver the problem diminished but did not go away completely.

Cause

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