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After Upgrade From Siebel CRM 19.7 To Siebel CRM 21.3 Email Response Stop Processing Email Every Couple Of Hours With Errors "java.lang.ArrayIndexOutOfBoundsException" AND "HTTP 500 (Doc ID 2801217.1)

Last updated on AUGUST 23, 2021

Applies to:

Siebel CRM - Version 21.3 to 21.6 [Release V17]
Information in this document applies to any platform.

Symptoms

Siebel Email Response stop pulling emails after couple of hours work fine.

The behavior usually can be observed in Production after update to Siebel CRM 21.3 or later where the volume of SR is higher, but it can also manifest in Test or Development environment too but due the low volume it can work for long periods.

When the Communications Inbound Receiver stops processing email the following error can be observed:


On new mail.log on Siebel Server Application Containers logs folder, the log files keep logging the following error in high pace:

 

The behavior can NOT be reproduce at will, it is very sporadically but very frequently too. On Production it stop pulling the emails every couple of hours.

The only workaround to quickly recover from the behavior is to restart the Siebel Server Application Container until the issue show up again couple of hours later.

 

Changes

Update/Upgrade to Siebel CRM 21.3 and new Email Driver 64-bit.

Cause

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In this Document
Symptoms
Changes
Cause
Solution
References


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