CTI AOM Crash In IP2014 (Doc ID 2057589.1)

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

On : 8.1.1.8 [23012] version, CTI

The customer is encounting OM-crashes in the Production environment. The problem seems unreproducible, it occurs quite frequently (several times a day).
In some cases, the OM hangs and no user can log into Siebel, until we re-boot the OM.

The crash_###.txt and the fdr files indicate the invocation of BS Communications Client.ShellUIInit() is causing the crash.

This issue occurs in 8.1.1.8 but also appears to occur in IP2014

ERROR
-----------------------
Call Stack

 

16dfd6ac 005d9385 sslcshar!SSstring::Release+0x7
16dfd6b8 13fb8ef7 sslcshar!SSstring::Empty+0x15
16dfd6f4 13f8278a sscmclnt!CSSCSUserInfo::GetSelectedTeleset+0x47
16dfd758 13f8a6d5 sscmclnt!CSSHTMLCommClientService::SaveActiveConfig+0x6a
16dfd818 13f89464 sscmclnt!CSSHTMLCommClientService::ShellUIInit+0x875
16dfda90 023a89d4 sscmclnt!CSSHTMLCommClientService::DoInvokeMethod+0x364
16dfdd04 0f3c4c47 sscfom!CSSService::InvokeMethod+0x204
16dfddac 0f3a4d87 sscaswbc!CSSSWEFrameMgrInternal::InvokeServiceMethod+0x277
16dfe040 0f3a9d1a sscaswbc!CSSSWECmdProcessor::InvokeMethod+0x357
16dfe2cc 0f3aad0d sscaswbc!CSSSWECmdProcessor::_ProcessCommand+0x69a
16dfe484 0f3ab212 sscaswbc!CSSSWECmdProcessor::ProcessCommand+0x76d
16dfe6cc 0f4e03e6 sscaswbc!CSSSWECmdProcessor::ProcessCommand+0xc2
16dfe724 0f4e204e sscaswbc!CSSServiceSWEIface::Request+0x306
16dfe814 023a89d4 sscaswbc!CSSServiceSWEIface::DoInvokeMethod+0xd2e
16dfea88 02356d6a sscfom!CSSService::InvokeMethod+0x204

Cause

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