User Preferences Are Not Getting Loaded and Not Saving (Doc ID 2230717.1)

Last updated on FEBRUARY 06, 2017

Applies to:

Siebel CRM - Version 8.1.1.6 [21233] and later
Microsoft Windows x64 (64-bit) - Version: 2008 R2

Symptoms

On : 8.1.1.6 [21233] version, System Admin

During the login process the user preferences file should be opened and loaded to reflect the user preferences, but it intermittently was failing with the error below.
The file system is shared directory residing on the same machine where the Gateway Server is running.
The whole implementation is using VMware virtualized Windows 2008 R2 operating system.

ERROR
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SBL-DAT-00804 Failed to open preference file. Error Info = 5.

BUSINESS IMPACT
-----------------------
The issue has the following business impact:
Due to this issue, users were not seeing their UI preferences reflected to their sessions, the workaround was restarting the affected Siebel Server, impacting the whole user community.

Cause

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