Siebel Remote: Siebel.exe or Siebsync.exe Crash while Synchronizing if more than 909 PDF files exist in LOCAL\FILES (Doc ID 2278101.1)

Last updated on JULY 11, 2017

Applies to:

Siebel Life Sciences CRM - Version 8.1.1.14 [IP2014] and later
Information in this document applies to any platform.

Symptoms

Siebel Remote / Replication / Anywhere - on version: 8.1.1.14.4 [IP2014]

Mobile client crashes while synchronizing - recently several remote clients whose application crashes while synchronizing.
The crash occurs at the last step (applying database changes).

Once the users experience a crash while synchronizing, any subsequent synchronization will also crash.
A full database extract solves the issue, but if problem will occur again in future, the workaround of forcing a full database extract/initialization to users too often would not be acceptable.


ERROR
-----------------------
(Siebel Client - Siebel.exe or Siebsync.exe crashes reported at OS level)

There were no crash*.txt files generated in BIN folder for these crash cases or other relevant details written in Siebel logs.

Details collected for those crash events from Windows - Event Log > Application - would look similar to this.

Crash details from Event Log (8.1.1.14.18):
--------------------
Faulting application name: siebsync.exe, version: 0.0.0.0, time stamp:
0x5744cb97
Faulting module name: sslcshar.dll, version: 1.0.0.0, time stamp: 0x5671db67
Exception code: 0xc0000005
Fault offset: 0x00060fd7
Faulting process id: 0xc68
Faulting application start time: 0x01d2a947b15c8d53
Faulting application path: C:\Siebel\8.1.1.14.0\Client\BIN\siebsync.exe
Faulting module path: C:\Siebel\8.1.1.14.0\Client\BIN\sslcshar.dll
(...)
--------------------

And similar Crash details from Event Log (16.12):
--------------------
Faulting application name: siebsync.exe, version: 0.0.0.0, time stamp:
0x58e691ae
Faulting module name: orageneric12.dll, version: 12.1.0.2, time stamp:
0x5417a419
Exception code: 0xc0000005
Fault offset: 0x00bfed77
Faulting process id: 0xa88
Faulting application start time: 0x01d2ca5b0374d584
Faulting application path: C:\Siebel\Client\BIN\siebsync.exe
Faulting module path:
C:\app\client\Administrator\product\12.1.0\client_1\bin\orageneric12.dll
(...)

 --------------------

 

BUSINESS IMPACT
-----------------------
The issue has the following business impact:
Due to this issue, affected Remote users cannot continue their work unless their database is re-extracted and re-initialized on Local.

Cause

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