Siebel Web Server Bad Performance Due Massive CTI HTTP Request With Error "CTI request coming in without a user session".

(Doc ID 2330876.1)

Last updated on NOVEMBER 21, 2017

Applies to:

Siebel Financial Services CRM - Version 16.0 [IP2016] to 16.17 [IP2016] [Release V16]
Information in this document applies to any platform.

Symptoms

On : 16.0 to 16.17 using Siebel CTI Toolbar.

After upgrade from Siebel IP 2015 PatchSet 3 High Interactivity mode to SIebel IP 2016 Patch Set 12 OpenUI mode the Siebel user are observing slow performance of the application taking several minutes to login and sometimes several minutes to navigate between screen. The user close the browser and clean the cache and try to relogin to recover.

The Siebel Web Server Extension (SWSE) log files also are increasing fasting reaching up to 7 to 10 GB and high CPU/Memory usage for the Siebel Web Servers process.

When reviewing the large SWSE log files they see thousands of message below

ProcessPluginRequest ProcessPluginRequestError 1 000e3692599b063c:0 2017-08-22 09:40:07 10952: [SWSE] CTI request coming in without a user session 10.87.32.46|SWECmd=WaitForCmd&SWEService=Communications+Client&refID=34650&SWERPC=1&SRN=vTLLp2Vt5MyZcv1x1sHvZNqDL869cBHF9lGvFeggQRcb&SWEC=2473&SWEActiveApplet=Contact+List+Read+Only+Applet1+-+HCC&SWEActiveView=Response+Data+Capture+View&SWETS=1503412807343

ProcessPluginRequest ProcessPluginRequestError 1 000e3692599b063c:0 2017-08-22 09:40:07 10952: [SWSE] Failed to obtain a session ID. NOT OK

The behavior could NOT be reproduce at will, but it severe impact the overall performance of the Siebel Enterprise due the bad performance on the Web Servers.

Cause

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