CRM Desktop Fail to Synchronize Multiple Activities with Siebel Enterprise Intermittently With Error "unknown error has occurred" (Doc ID 2694818.1)

Last updated on OCTOBER 28, 2022

Applies to:

Symptoms

When a CRMDesktop user tried to execute a Local Sync from MS Outlook to Siebel with several new Appointment/Meetings created in MS Outlook, in case one single Appointment/Meeting failed with some error such as SBL-EAI-04403 or SBL-APS-52019 or SBL-EAI-04290, all the other remaining good appointments on the synchronization session failing to synchronize with Siebel CRM and show the same error in Synchronization Control Panel "unknown error has occurred".

For example in a synchronization session with 50 Appointment/Meeting if only 1 has a problem all the other 49 are not synced and all 49 show the error "unknown error has occurred".
So at this point the CRMDesktop stops to sync any Appointment/Meeting until the user removes the activity from MS Outlook that is causing the error.
Once the user removes the faulty activity rom MS Outlook, and try to synchronize again, all remaining 49 activities that failed with error "unknown error has occurred" are synchronized with success.

This started to show up after upgrade to Siebel Innovation Pack 2016 and Siebel CRM Desktop 3.10.x.x.  This behavior was not observed before with old 8.1.1.x and CRM Desktop 3.9.x.x.

The issue can not be reproduced at will. Usually all the activities that failed with "unknown error has occurred" occurs after one activity failed to synchronize with error, such as SBL-EAI-04403:

After that if the user remove the activity from MS Outlook that is causing the error SBL-EAI-004403 and try to synchronize again, all remaining activities that failed after that with error "unknown error has occurred" are synchronized with success.

Changes

Cause

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