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Siebel User Sporadically Getting Server Busy Error When Trying To Login On A Sing Sign-On Enabled Environment With a Reverse Proxy (Doc ID 2639817.1)

Last updated on SEPTEMBER 08, 2020

Applies to:

Siebel CRM - Version 17.0 [IP2017] and later
Information in this document applies to any platform.

Symptoms

Siebel users sporadically get the message "The server you are trying to access is either busy or experiencing difficulties. Please close the Web browser, open a new browser window, and try to logging in again" when trying to initiate a new Siebel Application sessions.

The frequency of the error is around out of 5 attempts for user to open a Siebel session, 1 failed with error above.

There are NO Application Object Manager crashes associated with the error message "The server you are trying to access is either busy or experiencing difficulties. Please close the Web browser, open a new browser window, and try to logging in again", so the AOM are running fine when the incident is observed.

If the Siebel user trying to login has CTI Toolbar enabled, see the error ""The server you are trying to access is either busy or experiencing difficulties. Please close the Web browser, open a new browser window, and try to logging in again" when trying to initiate a new Siebel Application sessions." he might also see the error "Communication:User has maximum Communication toolbar sessions." but this is not consistent. Sometime he only get the error ""The server you are trying to access is either busy or experiencing difficulties. Please close the Web browser, open a new browser window, and try to logging in again" when trying to initiate a new Siebel Application sessions."

Users are using Internet Explorer 11 browser.

Siebel Application is using Single Sign On (SSO) with following configuration:

Siebel User's workstation > Load Balancer (F5) > multiple Reverse Proxies servers > Load Balancer (F5) > multiple Siebel Application Interfaces servers.

 

The behavior can not be reproduce at will, it is intermittent but frequently. The rate is about 1 in every 5 attempt to open a Siebel Session. When the issue occurs the sequence is:

1) Open IE 11 browser

2) Call Siebel Application URL, the user might need to enter the credentials in Single Sign On page

3) The user get the error message "The server you are trying to access is either busy or experiencing difficulties. Please close the Web browser, open a new browser window, and try to logging in again"

If he tried again he might be able to access the Siebel Application as expected.

This can be observed in Test and Production environment, which have same architecture, that is 2 Load Balance server, one in front of Reverse Proxies with SSO servers and one in front of Siebel Application Interfaces servers.



Changes

 

Cause

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In this Document
Symptoms
Changes
Cause
Solution


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