Application Object Manager Crash On Invoking Method ShellUIInit() of Communications Client Business Service, (Doc ID 2053792.1)

Last updated on MARCH 02, 2017

Applies to:

Siebel CRM - Version 8.1.1.8 [23012] and later
Information in this document applies to any platform.

Symptoms

In Siebel version:  8.1.1.8 [23012] version CTI, also 8.1.1.14.5 [IP2014]

Severe OM-Crash on Invoking BS Communications Client.ShellUIInit()  

Application Object Manager crashes are experienced in the Production environment.

The problem seems intermittent but occurs quite frequently (several times a day).

( It should be noted this customer has a customized environment where no telesets are specified )

ERROR
- - - - -

STACK_TEXT:
1881d6ac 00519385 fffffff0 20baff14 13fb8ef7 sslcshar!SSstring::Release+0x7 [m:\siebel\src\core\ccf\impl\framework\generic\ssstring.cpp @ 263]
1881d6b8 13fb8ef7 13a40010 20baff14 00000000 sslcshar!SSstring::Empty+0x15 [m:\siebel\src\core\ccf\impl\framework\generic\ssstring.cpp @ 612]
1881d6f4 13f8278a 1881d760 00519090 20baf7f0 sscmclnt!CSSCSUserInfo::GetSelectedTeleset+0x47 [m:\siebel\src\apps\callcenter\common\config\client\csuserinfo.cpp @ 59]
1881d758 13f8a6d5 13a3ffd0 03fb4e78 00519090 sscmclnt!CSSHTMLCommClientService::SaveActiveConfig+0x6a [m:\siebel\src\apps\callcenter\common\commclnt\schtmlclnt.cpp @ 5924]
1881d818 13f89464 1881dd98 1881dd9c 00000000 sscmclnt!CSSHTMLCommClientService::ShellUIInit+0x875 [m:\siebel\src\apps\callcenter\common\commclnt\schtmlclnt.cpp @ 1304]
1881da90 023a89d4 1a837494 1881dd98 1881dd9c sscmclnt!CSSHTMLCommClientService::DoInvokeMethod+0x364 [m:\siebel\src\apps\callcenter\common\commclnt\schtmlclnt.cpp @ 476]
1881dd04 0f384c47 00837494 1881dd98 1881dd9c sscfom!CSSService::InvokeMethod+0x204 [m:\siebel\src\core\datasvc\ssa\objmgr\service.cpp @ 797]
WARNING: Stack unwind information not available. Following frames may be wrong.
1881ddac 0f364d87 1881e418 1514c2f0 00000000 sscaswbc!CSSSWEFrameMgrInternal::InvokeServiceMethod+0x277
1881e040 0f369d1a 1881e418 1514c2f0 00000000 sscaswbc!CSSSWECmdProcessor::InvokeMethod+0x357
1881e2cc 0f36ad0d 1881e418 00000000 15bf2f20 sscaswbc!CSSSWECmdProcessor::_ProcessCommand+0x69a
1881e484 0f36b212 1881e2dc 1514c530 1881e6bc sscaswbc!CSSSWECmdProcessor::ProcessCommand+0x76d
1881e6cc 0f4a03e6 15170228 1514c530 15bf2f20 sscaswbc!CSSSWECmdProcessor::ProcessCommand+0xc2
1881e724 0f4a204e 1514c530 15bf2e78 00000000 sscaswbc!CSSServiceSWEIface::Request+0x306
1881e814 023a89d4 15bf2e78 01000000 1881eabc sscaswbc!CSSServiceSWEIface::DoInvokeMethod+0xd2e
1881ea88 02356d6a 002d33a4 1881eab4 1881eabc sscfom!CSSService::InvokeMethod+0x204 [m:\siebel\src\core\datasvc\ssa\objmgr\service.cpp @ 797]
1881ead0 02357613 00dff684 1d2d33a4 00000000 sstcsiom!CSSSIOMSession::ModInvokeSrvcMethod+0x10a [m:\siebel\src\core\services\ssa\tc\siom\siom.cpp @ 2832]
1881eb70 0235e859 00000001 00000000 00000000 sstcsiom!CSSSIOMSession::RPCMiscModel+0x513 [m:\siebel\src\core\services\ssa\tc\siom\siom.cpp @ 5750]
1881ee0c 023365e6 000001fb 00000000 00000000 sstcsiom!CSSSIOMSession::HandleRPC+0x369 [m:\siebel\src\core\services\ssa\tc\siom\siom.cpp @ 1868]
1881eec4 02335a95 00000000 1b16d9e0 1881efe0 sssasos!CSSClient::HandleOMRPC+0xb6 [m:\siebel\src\core\services\server\objsrvr\clntom.cpp @ 355]
1881eedc 02331a35 1881efe0 00021810 0055d4f8 sssasos!CSSClient::HandleRequest+0x65 [m:\siebel\src\core\services\server\objsrvr\client.cpp @ 231]
1881ef68 02332135 1d155538 012aa380 0055d4f8 sssasos!_HandleMsg+0x85 [m:\siebel\src\core\services\server\objsrvr\somentry.cpp @ 348]
1881eff4 0040494e 1aa4cb00 1aa4cb00 1881f82c sssasos!SOMMTServer::SessionHandleMsg+0x105 [m:\siebel\src\core\services\server\objsrvr\somentry.cpp @ 721]
1881f010 0041ffd1 1aa4cb00 00000000 1b16d9e0 siebmtshmw!smiMainThread::CompSessionHandleMsg+0x5e [m:\siebel\src\core\srvrinfra\server\smi\mw\smimtsrv.cpp @ 3758]
1881f838 00423951 00001024 01c00056 00000001 siebmtshmw!_smiMessageQ::ProcessMessage+0x471 [m:\siebel\src\core\srvrinfra\server\smi\mw\smimtpool.cpp @ 1693]
1881f8e8 00415e95 1b3610a0 1b16d9e0 1c941e10 siebmtshmw!_smiMessageQ::ProcessRequest+0x1b1 [m:\siebel\src\core\srvrinfra\server\smi\mw\smimtpool.cpp @ 1186]
1881f924 0041744f 1b3610a0 1b16d9e0 1c941e10 siebmtshmw!_smiWorkQueue::ProcessWorkItem+0x95 [m:\siebel\src\core\srvrinfra\server\smi\mw\smiworkq.cpp @ 1804]
1881fa50 0040c7c7 00000000 1d157e28 00021810 siebmtshmw!_smiWorkQueue::WorkerTask+0x2ff [m:\siebel\src\core\srvrinfra\server\smi\mw\smiworkq.cpp @ 1662]
1881ff18 00252132 1aa4baa0 00000000 17206898 siebmtshmw!SmiThrdEntryFunc+0x327 [m:\siebel\src\core\srvrinfra\server\smi\mw\smimtsh.cpp @ 304]
1881ff48 002521bc 9db74af4 1881ff88 7c349565 sslcosd!OSDThreadStart+0x1c2 [m:\siebel\src\core\ccf\impl\osd\w32\osdthrd.cpp @ 272]
1881ff54 7c349565 1d15a138 00000000 00000000 sslcosd!OSDNTThreadStart+0xc [m:\siebel\src\core\ccf\impl\osd\w32\osdthrd.cpp @ 314]
1881ff88 766833aa 17206178 1881ffd4 77e28fe2 msvcr71!_threadstartex+0x6f [f:\vs70builds\3052\vc\crtbld\crt\src\threadex.c @ 241]
1881ff94 77e28fe2 17206178 6f7fc165 00000000 kernel32!BaseThreadInitThunk+0xe
1881ffd4 77e28fb5 7c3494f6 17206178 ffffffff ntdll!__RtlUserThreadStart+0x70
1881ffec 00000000 7c3494f6 17206178 00000000 ntdll!_RtlUserThreadStart+0x1b

STEPS
-----------------------
The issue can be reproduced at will with the following steps:
1. If agent logs in and needs to use ResetActiveSessionCount.
2. Agent refreshes browser
3. Crash occurs

BUSINESS IMPACT
-----------------------
The issue has the following business impact:
Due to this issue, users lose connections and customer conversations nad need to relogin.

Cause

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