Siebel CTI Toolbar Synchronization Issues, getting - ERROR:Serious push issue!!!! (Doc ID 2026160.1)

Last updated on DECEMBER 11, 2016

Applies to:

Siebel CTI - Version 8.1.1.10 [23021] and later
Information in this document applies to any platform.
We are using Avaya IC server integration with Siebel and we started seeing some synchronization issues with Siebel CTI toolbar starting June 1st. We haven't made any changes in Siebel side except that some windows patches were installed in the Siebel Servers. When the users are in the call, frequently hang up button is getting disabled and the users are not able to hang up the call using Tool bar. They have to hang up the call from the phone. Sometime, the toll bar timer keeps on running even after hanging up the call. I am attaching the SCOMM logs and Avaya AICD logs.

Symptoms

On : 8.1.1.10 [23021] version, CTI

When attempting to use CTI Avaya IC server integration with Siebel customer has some synchronization issues with Siebel CTI toolbar starting June 1st.
No changes in Siebel side except that some windows patches were installed in the Siebel Servers. When the users are in the call, frequently hang up button is getting disabled and the users are not able to hang up the call using Tool bar.

the following error occurs.

ERROR
-----------------------
CHAMBEAX_17826762[06/22/2015 11:52:37:564]:DEBUG:Push message is currently off, wait(0), cache-push(0), push-msg-size(6)
CHAMBEAX_17826762[06/22/2015 11:52:37:721]:DEBUG:Push message is currently off, wait(0), cache-push(0), push-msg-size(7)
CHAMBEAX_17826762[06/22/2015 11:52:37:721]:DEBUG:Push message is currently off, wait(0), cache-push(0), push-msg-size(7)

...
CHAMBEAX_17826762[06/22/2015 11:52:37:721]:DEBUG:Push message is currently off, wait(0), cache-push(0), push-msg-size(7)
CHAMBEAX_17826762[06/22/2015 11:52:37:721]:DEBUG:End invoking HandlePostBatchSCMessage in Comm. Client Svc., err = 0
CHAMBEAX_17826762[06/22/2015 11:52:45:674]:DEBUG:Got push connection <5> from client.
CHAMBEAX_17826762[06/22/2015 11:52:45:674]:DEBUG:The RefID at client(5) and server(6)
CHAMBEAX_17826762[06/22/2015 11:52:45:674]:ERROR:The RefID at client(5) and server(6) is out of sync!
CHAMBEAX_17826762[06/22/2015 11:52:45:674]:ERROR:Serious push issue!!!!


web server logs produced consistently the below errors:

GenericLog GenericError 1 0000832a545f13d4:0 2015-06-22 14:50:42 (ssmsismgr.cpp (806) err=3670020 sys=0) SBL-SSM-00004: SISNAPI Hello failed. The server component could be down.
GenericLog GenericError 1 0000832a545f13d4:0 2015-06-22 14:50:42 (ssmsismgr.cpp (806) err=3670020 sys=0) SBL-SSM-00004: SISNAPI Hello failed. The server component could be down.
GenericLog GenericError 1 0000832a545f13d4:0 2015-06-22 14:50:43 (ssmsismgr.cpp (806) err=3670020 sys=0) SBL-SSM-00004: SISNAPI Hello failed. The server component could be down.

>>>>>>>>>>>>>
SisnapiLayerLog Error 1 000002365588106c:0 2015-06-22 14:10:41   700: [SISNAPI] Async Thread: connection (0x3cea218), error (1180682) while reading message
SisnapiLayerLog Error 1 0000024a5588106c:0 2015-06-22 14:10:45  4732: [SISNAPI] Async Thread: connection (0x3cea218), error (1180682) while reading message
SisnapiLayerLog Error 1 000002535588106c:0 2015-06-22 14:10:46  3480: [SISNAPI] Async Thread: connection (0x3cea218), error (1180682) while reading message
SisnapiLayerLog Error 1 000002555588106c:0 2015-06-22 14:10:46  4152: [SISNAPI] Async Thread: connection (0x3cea218), error (1180682) while reading message

>>>>>>>>>>>>>
snSockError 1 0001717c53290f90:0 2015-06-22 14:30:33  2532: [TCPIP-client] recv() failed for sd=6008 (err=10054 | An existing connection was forcibly closed by the remote host (peer).)
GenericLog GenericError 1 0001717c53290f90:0 2015-06-22 14:30:33 (smconn.cpp (319) err=1180671 sys=0) SBL-NET-01023: Peer disconnected

 

Changes

 none

Cause

Sign In with your My Oracle Support account

Don't have a My Oracle Support account? Click to get started

My Oracle Support provides customers with access to over a
Million Knowledge Articles and hundreds of Community platforms