SBL-ADM-01042: Login failed for specified username, password, and ODBC datasource combination.

Applies to:

Error Message Area:Server Administration - ADM
Version:Siebel 7.7

Purpose

This document is intended to provide cause and corrective action information about Siebel Error Message SBL-ADM-01042: Login failed for specified username, password, and ODBC datasource combination.

Scope

This document is informational and intended for any user.

SBL-ADM-01042: Login failed for specified username, password, and ODBC datasource combination.

Explanation

The Server Manager (ServerMgr) component could not login to the database using the ODBC datasource configured for the enterprise, and using the login name and password you provided.

Corrective Action

Retry the connection, verifying the username and password specified. Check the Server Manager (ServerMgr) log files to determine whether the ODBC datasource has been specified correctly. Use the odbcsql utility to test the odbc datasource, username and password.

Applies to:

Product Release: V7 (Enterprise)
Version: 7.5.3 [16157]
Database: Microsoft SQL Server 2000 SP3
Application Server OS: Microsoft Windows 2000 Server SP 4
Database Server OS: Microsoft Windows 2000 Server SP 4

This document was previously published as Siebel SR 38-1240005181.

Symptoms

SBL-ADM-01042

My personal user account (with admin responsibility) has lost the ability to access the Server Administration pages for some reason. I can log in, access Application Administration views, and do everything else that I tested just fine, but for some reason I am being blocked from these views. My error msg is as follows: "SBL-NET-00000: (sasess.cpp 9: 698) error code = 1800000, system error = 901042, msg1 = Login failed., msg2 = (null), msg3 = (null), msg4 = (null)." The only knowledgebase case that I was able to find on this issue (38-1224464115) was not helpful to me. Please review the attached log file and advise as to a solution.
Thanks.

Solution

Message 1

For the benefits of other users:

Customer is having problem accessing some of the views in Server Administration screen with their personal user account. There is no problem with the SADMIN account. Both of the personal and SADMIN account associated to the Siebel Administrator responsibility. Error code “SBL-ADM-01042" indicated in Server Manager log.

The possible cause indicated by error "SBL-ADM-01042" are
- Incorrect username or password combination, or incorrect data source
- Database connection is unable to be established
- User not having the required "Siebel Administrator" responsibility

Solution:

After reviewing the exported views for Siebel Administrator responsibility, it is found that the respective views are missing. Further investigation concludes that SADMIN account has another custom responsibility with all the views in Server Administration screen. Assigning the custom responsibility to the personal user account resolves the behavior.

Thank you,
Siebel Technical Support

Keywords: Siebel Administrator responsibility, SBL-ADM-01042

Applies to:

Product Release: V7 (Enterprise)
Version: 7.5.3.4 [16180]
Database: Oracle 9.2.0.2
Application Server OS: Sun Solaris 8
Database Server OS: Sun Solaris 8

This document was previously published as Siebel SR 38-1424023011.

Symptoms

SBL-ADM-01042

We are experiencing intermittent login problems to the Call Center after a period of time. The problem goes away if we bounce the Siebel servers. The problem comes back after a couple of days or so.

It is interesting to note that we are getting a weird error message in the server log every time we login, even if we are successful in logging in to the application:

ServerLog    ProcessCreate    1    2004-08-02 10:00:02    Created server process (OS pid = 354) for Server Manager with task id 35265
ServerLog    ProcessExit    1    2004-08-02 10:00:03    ServerMgr       35265     SBL-ADM-01042   Process exited with error - Login failed for specified username, password, and ODBC datasource combination

I have attached some logs. Please let me know if you need more information.

Thanks
Abner

Solution

Message 1

For the benefit of other readers:

Description

We are experiencing intermittent login problem to the Call Center after a period of time. The problem goes away if we bounce the Siebel servers. The problem comes back after a couple of days or so.

It is interesting to note that we are getting a weird error message in the server log every time we login, even if we are successful in logging in to the application:

ServerLog    ProcessCreate    1    2004-08-02 10:00:02    Created server process (OS pid = 354) for Server Manager with task id 35265
ServerLog    ProcessExit    1    2004-08-02 10:00:03    ServerMgr       35265     SBL-ADM-01042   Process exited with error - Login failed for specified username, password, and ODBC datasource combination

I have attached some logs. Please let me know if you need more information.

Resolution

The login problem was resolved by removing eScript code from the Siebel Universal Agent application server scripts called from Application_Start. The function was created to determine the hostname programatically to support some functionality in the application.

Service Request #38-1434723769 was created in the scripting area to review the code.

Applies to:

Siebel System Software - Version: 7.0.4 [14068] - Release: V7
Information in this document applies to any platform.
Area(s):System Administration
Release(s):V7 (Enterprise), V7 (MidMarket)
Database(s):All Supported Databases
App Server OS(s):All Supported Platforms
Latest release tested against:V7 (Enterprise)
Keywords:Siebel Server, Administration, eapps.cfg, srvrmgr

This document was previously published as Siebel Troubleshooting Steps 24.

Purpose

Siebel Server Administration Troubleshooting Guide .

Last Review Date

24-Mar-2004

Instructions for the Reader

A Troubleshooting Guide is provided to assist in debugging a specific issue. When possible, diagnostic tools are included in the document to assist in troubleshooting.

Troubleshooting Details

The information presented in these troubleshooting steps documents the most commonly reported error messages while administering the Siebel Server environment.

A table has been provided below showing each of the errors documented in this troubleshooting step together with a summary of whether these errors are acceptable or require further investigation. Additionally each section is listed in this table for faster access by selecting the jumplink.

Siebel eBusiness Applications Environment Summary: A diagram and description of the Siebel Environment.

Presentation Format Summary: A description about how the information is presented in the Error messages section

Error Message Facilities Summary: A description about how the error messages are categorized by facilities

Common log file locations Summary: A quick glossary of the common log files and their locations

Common Troubleshooting Checks Summary: A quick glossary of the common troubleshooting steps.

ADM - Server Administration Facility Summary: A listing of the Siebel Server Administration Errors.

ADM-01042: Login failed for specified username, password, and ODBC datasource combination Summary: This error is also reported when users invoke any of the server administration screens via the User Interface (UI), on certain occasions.

ADM-01050: The specified component is not active on this server Summary: The above error message is reported when the Siebel server component attempting to be contacted is not available.

ADM-02039: INTERNAL: SA_ERR_EOF Summary: This could most likely be reported in the case of an incorrect value/setting provided to a parameter(s) for a server component

ADM-02044: No connections found to any active servers Summary: This error might be reported in the dedicated client as well as the web server

ADM-02049: There is no connected server targetted for that command Summary: The above error message is usually reported upon invocation of a server manager session either via the zero foot print client or within a srvrmgr session

ADM-02071: Enterprise server <value> not found in gateway server Summary: This error is usually reported at times when a server administration session is invoked from the command line with an incorrect value for the Siebel enterprise server.

ADM-02077: Server name must be specified for this operation Summary: This error message is reported when the Siebel server is not explicitly provided for any of the "srvrmgr" command line interface commands.

ADM-02527: Parse Error: Expecting <param>=<value> instead of "(null)" Summary: The cause for this error message is because of the fact that "srvrmgr" is unable to parse the parameter values into something legible/acceptable.

GEN - Siebel Generic Facility Summary: A listing of the Siebel Server Generic Errors.

GEN-00255: Process exited with error - Internal: Error during exec() Summary: This is a generic error message reported at times when components fail to startup or fail while in execution.

GEN-03002: Required parameter %1 is NULL Summary: This error message is usually always accompanied with an additional message, which is more indicative about the exact cause for failure.

GEN-03006: Process exited with error - Error calling function: %1 Summary: The above error message is reported when there is a failure to execute a particular function.

GEN-05007: Unable to read the gateway server backing file Summary: A process reports the above error message when it is unable to read, access the Siebel gateway server's backing file (siebns.dat).

GEN-05009: Unable to connect to gateway server Summary: The Siebel Gateway Server is either stopped or unavailable.

GEN-09103: Parameter value was never set (i.e. is null) Summary: As the error message indicates, the component failed because it was missing a value for one of the parameters that it required.

NET - Siebel networking layer (common/sisnapi) Facility Summary: A listing of the Siebel Networking Errors.

NET-01003: Internal: invalid encryption authentication information Summary: This error message is generally encountered when the combination of ODBC source, username, and password stored in the Siebel Gateway Server does not result in a successful connection between the Siebel Server and the database.

NET-01020: Internal: unknown hostname Summary: This error message is almost always indicative of network connectivity issue amongst the Siebel Application Server-Siebel Gateway Server and/or the Siebel Web Server-Siebel Gateway Server.

NET-01023: Peer disconnected Summary: The above error message is reported in circumstances where network connectivity is an issue.

NET-01033: The SISNAPI handshake timed out, the Siebel Service may not be running Summary: This error is reported when an attempt to establish communication with a Siebel application server or server component running on it fails.

NET-01034: The SISNAPI connection was closed by the peer Summary: The above error message is reported when an established connection/session amongst 2 entities (user-component, component-component) is terminated, or if a server component is shutdown.

NET-01201: Internal: connect() failed: %1 Summary: This error message is generally reported when a connection attempt fails.

NET-01218: Connection refused by server <Server_Name>, no one is listening on port <port#> Summary: The above error message is reported when a connection attempt to contact a specific component running on the Siebel server and listening on particular port # failed.

OMS - Object Manager Server Subsystem Facility Summary: A listing of the Siebel Object Manager Server Errors.

OMS-00101: Error (null) loading product configuration information Summary: Usually this error indicates a problem with finding certain definitions that are expected to be present within a SRF file but is not actually present.

OMS-00102: Error (null) logging in to the application Summary: The above error message is typically reported when the server component has trouble connecting to the database.

OMS-00107: Object manager error Summary: This is a generic error message that is usually accompanied by other error messages indicative of the true problem.

OMS-00203: Error <XXXXX> invoking method "<method_name>" for Business Service "<business_service_name>" Summary: This error message is usually reported when errors are encountered upon executing a method within a business service.

OSD - Operating system dependent layer (common/osd) Facility Summary: A listing of the Operating System Errors.

OSD-00001: Internal: Function call timed out (%sysError) Summary: This error is usually reported in the following log files "sw_cfg_util.log".

OSD-00015: Internal: The object already exists (%sysError) Summary: The error message most likely indicates that the system could not create the required semaphore in memory, as it already exists.

OSD-00034: Internal: Cannot create a new process (%sysError) Summary: The above error by itself does not provide sufficient context to troubleshoot the issue. It is usually accompanied by additional error messages outlining the specific process that it was unable to create/run.

OSD-00204: Internal waitpid() failed with error %sysError Summary: These error messages can be ignored.

OSD-00230: Internal: gethostbyname_r ()failed with error. (%sysError) Summary: There is a problem with accessing the machine in question using its host name.

OSD-01000: Process exited with error - Internal: The process attempted to read from or write to a virtual address for which it does not have the appropriate access Summary: This error message is usually reported when a crash (windows) is experienced on the Siebel application server machine.

OSD-02001, OSD-02002, OSD-02003, OSD-02004, OSD-02005, OSD-02006, OSD-02007, OSD-02008, OSD-02009, OSD-02010, OSD-02011, OSD-02012, OSD-02013, OSD-02014, OSD-02015, OSD-02016, OSD-02017, OSD-02018, OSD-02019, OSD-02020, OSD-02021, OSD-02022, OSD-02023, OSD-02024, OSD-02025, OSD-2026, OSD-02027, OSD-02028, OSD-02029, OSD-02030, OSD-02031, OSD-02032, OSD-02033, OSD-02034, OSD-02035, OSD-02036 Process exited with error - Process exited because it received signal SIG<signal> Summary: All the above error messages are usually reported when a core (UNIX) is experienced on the Siebel application server machine.

SCC - Server Common Configuration Facility Summary: A listing of the Siebel Common Configuration Errors.

SCC-00005: Internal:No more items found. Summary: The likely cause of this error could be the fact that the client failed to establish a successful Siebel server administration session.

SCM - Server Configuration Manager Facility Summary: A listing of the Siebel Server Configuration Manager Errors.

SCM-00018: Could not open connection to Siebel Gateway configuration store ((null):(null)) Summary: This message indicates errors were encountered while attempting to access/read the Siebel gateway server and/or its backing file [siebns.dat].

SCM-00028: Key not found Summary: This message is reported when errors are encountered reading from the gateway server configuration file [siebns.dat].

SMI - Server management infrastructure (server/smi) Facility Summary: A listing of the Siebel Server Management Infrastructure Errors

SMI-00001: Invalid parameter Summary: Since this is a generic message, it is/are the accompanying error messages that provide for necessary troubleshooting information.

SMI-00024: Unable to load (%1) Summary: The likely reasons for this error being reported are if the Siebel installation is incomplete or corrupt.

SMI-00033: The client exited without closing the SISNAPI connection Summary: This is an error reported at times when an established connection with a Siebel application server or server component is abruptly terminated.

SMI-00044: An instance of this Siebel Server is already running Summary: This error message is most commonly reported alongside SVR-00005.

SMI-00049: Internal: There is no connection to the gateway server Summary: This error message indicates problems encountered upon server or individual server component startup where a connection to the gateway sever host was not possible.

SMI-00061: The directory Admin, does not exist under the Siebel root directory. Summary: This error message usually gets reported upon Siebel server startup in the SiebSrvr*.log files.

SMI-00062: Process exited with error - Internal: No more process (multi-threaded server) slots available Summary: The cause for it is the fact that no more MT Server tasks are available for the component in question.

SMI-00081: Internal: Got error 1801210 when dequeueing a connection request (%sysError) Summary: This behavior has been mostly noticed on Unix platforms when the number of Siebel object managers enabled exceeds a certain threshold.

SMI-00096: The maximum number of restarts (%1) for MinUpTime has been reached. The component (%2) will not be restarted again. Summary: This error is reported by the said component (%2) when it can no longer attempt to restart since it has hit the maximum number of restarts possible.

SMI-00101: The server is busy, please try again later. Summary: The likely cause for this error is that the component ran out of resources to instantiate new tasks.

SMI-00107: Internal: The context for the given task was not found Summary: The above error message is reported in the logs when a session initiated by the server is closed/terminated on account of timeouts.

SMI-00116: Process exited with error - The minimum number of multithreaded server processes (%1) cannot be larger than the maximum number of multithreaded server processes (%2) Summary: The minimum MT server setting cannot exceed the maximum MT server settings.

SMI-00126: The session timed out Summary: The session has surpassed its period of inactivity leading to it being closed/expired.

SMI-00139: Internal: The process is in reconfiguration mode. Summary: This is merely an informative error message, indicating reconfiguration is underway.

SMI-00204: Internal: The maximum number of Work Queue threads (%1) cannot exceed the maximum number of concurrent tasks (%2) Summary: The cause is as indicated in the error message, when the component is configured in such a manner that the number of worker queue threads exceed the maximum number of concurrent tasks.

SRB - Server Request Broker Facility Summary: A listing of the Siebel Server Request Broker Errors

SRB-00002: invalid argument Summary: This is a generic error message. It is usually accompanied by error message(s) that belong to other facilities.

SRB-00003: no entry found Summary: This is a benign error message and can be safely ignored.

SRB-00035: no current server Summary: This is a generic error message. It is usually accompanied by error message(s) that belong to other facilities.

SRB-00040: can't open asynchronous SISNAPI connection Summary: This is an error message that is usually accompanied by error message(s) that belong to other facilities.

SRB-00041: can't do SISNAPI handshake Summary: This is an error message that is usually accompanied by error message(s) that belong to other facilities.

SRB-00047: (null) with key [(null)] is not available Summary: This is an error message that is usually accompanied by error message(s) that belong to other facilities.

SRB-00051: no connection for the component Summary: This is an error message that is usually accompanied by error message(s) that belong to other facilities.

SRB-00055: cannot store request or notification message Summary: This is an informative error message reported by SRBroker indicating problems with the SRProc component.

SRB-00061: process (%1) on Siebel Server (%2) terminated Summary: This is a generic error message reported when a process (%1) is terminated on the Siebel application server.

SRM - Server Request Manager Facility Summary: A listing of the Siebel Server Request Manager Errors

SRM-00001: Generic error : Cannot decode input data Summary: This error is usually reported in the Server Request Processor (SRProc) logs.

SRM-00016: Process exited with error - Unable to initialize the Database environment Summary: Database connection failures can be on account of several reasons such as incorrect username/password, incorrect data source, and network connectivity issues etc.

SSM - SISNAPI Session Manager Facility Summary: A listing of the Siebel SISNAP Session Manager Errors.

SSM-00003: Unable to Establish SISNAPI connection Summary: The above error message indicates problems encountered at the communication layer proprietary to Siebel Systems Inc. called SISNAPI.

SSM-00004: SISNAPI Hello failed. The server component could be down Summary: As the error message suggests, there is a failure in communicating with the said server component.

SSM-00006: error sending message Summary: Likely causes for communication failures between SWSE and Siebel Application Server

SVR - Server common layers (server/common) Facility Summary: A listing of the Siebel Server common layers Errors.

SVR-00005: Stale or invalid Task handle Summary: The above error message is reported in the log files when the Siebel server fails to start up.

SVR-00026: Unable to allocate shared memory Summary: This error message is most commonly reported alongside SVR-00005.

SVR-00029: Shared memory has not been initialized Summary: This error message is most commonly reported alongside SVR-00005.

SVR-00031: Attached to the wrong shared memory instance Summary: As the error message indicates, the Siebel server upon startup associated itself with an older/prior version of the shared memory file.

SVR-01013: Internal: Cannot open a sisnconn to the scheduler: (null) Summary: This error is reported when a connection attempt fails

SVR-01014: Internal: Could not send the HELLO message: (%1) Summary: This error is reported when an attempt to establish communication with a Siebel application server or server component running on it fails.

SVR-01015: Internal: Could not send a SISNAPI message: (%1) Summary: The above error message is reported when an established connection/session amongst 2 entities (user-component, component-component) is terminated, or if a server component is shutdown.

SVR-01042: Internal: Communication protocol error while instantiating new task Summary: The above error message is reported when an error is encountered while attempting to instantiate a new instance of a given component and is generic.

SVR-01045: No components configured ! Summary: This error message is most commonly reported alongside SVR-00005.

SVR-01051: SISNAPI connection refused, the server could be down: (%1) Summary: The above error message indicates that the Siebel server or component that is being contacted is not reachable.

SVR-03004: No enterprise connect string for Siebel Component <Comp_Name> in Siebel Enterprise <Enterprise_Server_Name> Summary: The most likely cause for this error message is an incorrect Siebel Enterprise Server value.

SVR-03005: No server connect string for Siebel Component <Component_Name> in Siebel Enterprise <Enterprise_Server_Name>, Siebel Server <Siebel_Server_Name> Summary: This error message is reported since the Siebel Web Server Extension (SWSE) cannot connect to the said object manager using the connection details as specified in the connect string or in the application specific configuration file (*.cfg).

SVR-04021: Internal: error executing OSSystem() Summary: The above error by itself does not provide sufficient context to troubleshoot the issue. It is usually accompanied by additional error messages outlining the specific process/call that it was unable to execute.

Siebel eBusiness Applications Environment

The Siebel eBusiness Applications environment consists of 3 entities, listed in the table below

Entity	Description
Siebel Clients	Includes Siebel Web Client, Dedicated Web Client, Wireless Client, Mobile Web Client, Handheld Client, and Siebel Tools Client.
Siebel Database Server and Siebel File System	Stores the data and physical files used by Siebel clients and Siebel Enterprise Server.
Siebel Enterprise Server	Includes the Siebel Servers, Enterprise Server, and Siebel Gateway. Collectively, these entities provide both batch mode and interactive services to and on behalf of Siebel clients. Users may only install one Enterprise Server per machine.

The Siebel Enterprise Server environment represents the middle tier within the three-tiered Siebel eBusiness Applications environment.

A thorough understanding of the overall Siebel architecture and its entities is critical to successfully troubleshooting the issues surrounding its installation and administration.

Presentation Format

The error message(s) are discussed and presented in the following format:

Error Message (As reported to the user on the UI or within a Siebel log file)

Symptom or Error Message:  (Some background to the error message and the symptoms under which they manifest themselves)
Cause:  (Outlines the reasons, cause for the failure)
Diagnostic Steps:  (Documents the steps to be taken to diagnose the failure)
Solution:  (Outlines the steps required by the user to address the failure)

Error Message Facilities

The error messages in this document have been categorized based on "facilities". A facility is a logical layer/section of the Siebel server infrastructure. The table below indicates the most common facilities that pertain to the Siebel Server administration routines/tasks. The document enlists the most commonly reported error messages within each such facility.

Facility	Description
ADM	Server Administration
GEN	Siebel Generic
NET	Siebel networking layer (common/sisnapi)
OMS	Object Manager Server Subsystem
OSD	Operating system dependent layer (common/osd)
SCC	Server Common Configuration
SCM	Server Configuration Manager
SMI	Server management infrastructure (server/smi)
SRB	Server Request Broker
SRM	Server Request Manager
SSM	SISNAPI Session Manager
SVR	Server common layers (server/common)

Common log file locations

To facilitate easier troubleshooting enclosed is a glossary of various logs and their likely locations that are often referred to in this troubleshooting guide.

Siebel Server logs:  These logs are maintained in the "log" directory of the Siebel server root installation. In this location users shall find the master server logs (<$Enterprise_Server>.<$Siebel_Server>.log) and accompanying component specific logs as well (<Component_alias>_<TaskId>.log) for example, WfProcMgr_297000.log or eServiceObjMgr_enu_29704.log.

Siebel Web Server Extension or SWSE logs:  These logs are maintained in the "log" directory of the Siebel web server extension root installation.

• On windows - they appear as ssYYMMDD.log
• On UNIX - they appears as swenes<TaskId>.log

IIS logs:  These are log files for the Microsoft Internet Information Services web server. IIS names log files according to a particular format that contains a prefix.

 

• extend, ex - W3C Extended Log File, Customizable format with a fixed set of properties.
• ncsa, nc - NCSA Common Log File format, Fixed and standard NCSA time.
• inetsv, in - Microsoft IIS Log File, Fixed format specific to IIS.

The Web server stores log files in the C:\winnt\system32\logfiles\w3svc1 folder for the default Web site, the c:\winnt\system32\logfiles\w3svc2 folder for the admin Web site, and so on for other Web sites users create.

iPlanet logs:  These are log files for the iPlanet web server (now known as Sun One). Normally these logs are maintained for each individual server within this web server. For example - logs for server "https-Siebel" would be in $iplanet_root_install_directory/https-siebel/logs. The specific logs that one would look at would be

• access
• pid
• errors

NT/Win2000 event logs:  These logs are operating system specific logs maintained in the windows environment. Navigate to "Event Viewer" from Start > Control Panel menu to view and save these logs. The specific logs that one would look at would be

 

• Application Event logs
• System Event logs
• Security Event logs

Common Troubleshooting Checks

To facilitate easier troubleshooting enclosed is a glossary of some of the common troubleshooting checks and the commands used to validate them. These checks are often referred to in this troubleshooting guide.

How to Start, Stop or Monitor the Siebel Gateway Server:

To start the Siebel Gateway Name Server on Microsoft Windows NT:

 

1. Choose Start > Settings > Control Panel.
2. Double-click Services. Scroll through the list of services and select the Siebel Gateway Name Server service.
3. Click Start. Windows NT will now start the Siebel Gateway Name Server service. This may take a few seconds. Once the service is started, the Status field will change to Started.

To stop the Siebel Gateway Name Server on Microsoft Windows NT:

 

1. See the commands above and double-click the Siebel Gateway Name Server service and Click the Stop button.

To monitor the Siebel Gateway Name Server on Microsoft Windows NT:

 

1. See the commands above and look at the Status field and see if it says Started or it is blank.

To start the Siebel Gateway Name Server on Microsoft Windows 2000:

 

1. Right-click on My Computer.
2. Click Manage. The Computer Management panel appears.
3. In the Tree applet, double-click Services and Applications.
4. Click Services.
5. In the right applet, scroll through the list of services and select the Siebel Gateway Name Server.
6. Right-click on the Siebel Gateway Name Server and select Start. Windows 2000 will now start the Siebel Gateway System Service. This may take a few seconds. After the service has started, the Status field will change to Started.

To stop the Siebel Gateway Name Server on Microsoft Windows 2000:

 

1. See the commands above and double-click the Siebel Gateway Name Server service and Click the Stop button.

To monitor the Siebel Gateway Name Server on Microsoft Windows 2000:

 

1. See the commands above and look at the Status field and see if it says Started or it is blank.

To start the Siebel Gateway System Service on UNIX:

 

1. Log in as the Siebel Service owner user.
2. Run the siebenv.sh or siebenv.csh script to set the Siebel environment variables.
3. Enter:
   start_ns

To stop the Siebel Gateway System Service on UNIX

 

1. See the commands above and Enter:
   stop_ns

To monitor the Siebel Gateway System Service on UNIX

 

1. See the commands above and Enter:
   list_ns

How to start, stop or monitor the Siebel Application Server:

To start the Siebel Application Server on Microsoft Windows NT:

 

1. Choose Start > Settings > Control Panel.
2. Double-click Services. Scroll through the list of services and select the desired Siebel Server service (the enterprise name and Server name will be indicated in square brackets).
3. Click Start. Windows NT will now start the Siebel Application Server service. This may take a few seconds. Once the service is started, the Status field will change to Started.

To stop the Siebel Application Server on Microsoft Windows NT:

 

1. See the commands above and double-click the Siebel Application Server service and Click the Stop button.

To monitor the Siebel Application Server on Microsoft Windows NT:

 

1. See the commands above and look at the Status field and see if it says Started or it is blank.

To start the Siebel Application Server on Microsoft Windows 2000:

 

1. Right-click on My Computer.
2. Click Manage. The Computer Management panel appears.
3. In the Tree applet, double-click Services and Applications.
4. Click Services.
5. In the right applet, scroll through the list of services and select the desired Siebel Server service (the enterprise name and Server name will be indicated in square brackets).
6. Right-click Siebel Server and select Start. Windows 2000 will now start the Siebel Application Server Service. This may take a few seconds. After the service has started, the Status field will change to Started.

To stop the Siebel Application Server on Microsoft Windows 2000:

 

1. See the commands above and double-click the Siebel Application Server service and Click the Stop button.

To monitor the Siebel Application Server on Microsoft Windows 2000:

 

1. See the commands above and look at the Status field and see if it says Started or it is blank.

To start the Siebel Application Service on UNIX:

 

1. Log in as the Siebel Service owner user.
2. Run the siebenv.sh or siebenv.csh script to set the Siebel environment variables.
3. Enter:
   start_server siebel_server_name

   where: siebel_server_name = Name of the Siebel Server

To stop the Siebel Application Server on UNIX

 

1. See the commands above and Enter:
   stop_server siebel_server_name

To monitor the Siebel Application Server on UNIX

 

1. See the commands above and Enter:
   list_server siebel_server_name

How to enable a Siebel Component Group or check to see if it is enabled:

To enable the Siebel Component Group at the enterprise level in the Siebel Client:

 

1. Navigate to Site Map > Server Administration > Enterprise Configuration screen.
2. Click the Enterprise Component Groups view tab.
3. In the top Enterprise Component Groups list, select the component group users want to enable.
4. Click the menu button and then Enable Component Group. The Enabled State field changes to Enabled.
5. Synchronize batch-mode Siebel Server components.
6. Stop and restart the Siebel Application Server for the changes to take effect.

To enable the Siebel Component Group at the server level using the Server Manager srvrmgr utility:

 

1. srvrmgr> enable component group <Comp_group_alias_name> for server <Siebel_Server_Name>
2. Stop and restart the Siebel Application Server for the changes to take effect.

To check if the Siebel Component Group is enabled in the Siebel Client:

 

1. Navigate to Site Map > Server Administration > Enterprise Operations.
2. Select the Enterprise Server in the top applet
3. Tab to "Component Group Assignment" view in the lower applet.
4. In the top Component Groups list, query for the component group and look at the Enabled State field.

To check if the Siebel Component Group is enabled in the Server Manager srvrmgr utility:

 

1. srvrmgr> list comp groups for server <Siebel_Server_Name>

How to enable, start or monitor a Siebel Component:

To enable an assigned Siebel Component using the Server Manager srvrmgr utility:

 

1. srvrmgr> online component <component_alias_name> for server <Siebel_Server_Name>

To enable an assigned Siebel Component in the Siebel Client:

 

1. Navigate to Site Map > Server Administration > Siebel Servers screen.
2. Click the Server Components view tab.
3. In the Server Components list, select the assigned component users want to make available.
4. Click Online. After the component is enabled, its Component State field changes to Online.

To start an assigned Siebel Component using the Server Manager srvrmgr utility:

 

1. srvrmgr> startup component <component_alias_name> for server <siebel_server_name>

To start an assigned Siebel Component in the Siebel Client:

 

1. Navigate to Site Map > Server Administration > Siebel Servers screen.
2. Click the Server Components view tab.
3. In the Server Components list, select the assigned component users want to start.
4. Click Startup. When the component starts, its Component State field changes to Starting Up.
5. After the component is started, its Component State field changes to Running or Online.

To monitor an assigned Siebel Component in the Siebel Client:

 

1. See the commands above and look at the Component State field to see the current status.

To monitor an assigned Siebel Component for a particular server using the Server Manager srvrmgr utility:

 

1. srvrmgr> list component for server <Siebel_server_name>

How to synchronize batch-mode Siebel Server components in the Siebel Client:

 

1. Navigate to Site Map > Server Administration > Enterprise Configuration screen.
2. Click the Batch Component Admin view tab.
3. In the Batch Components list, click Synchronize. This operation may take up to a minute to execute. After the operation is finished, a list of the batch components will be displayed.

How to check network connectivity between the Siebel entities:

 

1. Use utilities like ping or telnet to test the network connectivity between the Siebel entities.

How to check the information in the eapps.cfg file located in the <SWSE installation>\bin directory:

1. The eapps.cfg file contains configuration information that was entered during the configuration of the Siebel Web Server Extension, including identity and connectivity information for the Application Object Managers, and login and security settings. Check the connect string(s) in the eapps.cfg file to ensure that the information is correct. Here is a sample connect string - what users need to verify for its correctness.

   [/eservice]
AnonUserName = SADMIN
AnonPassword = SADMIN
ConnectString =
Siebel.TCPIP.NONE.none://<gateway_host_name>:2320/
<Enterprise_Server_Name>/eServiceObjMgr/<Siebel_Server_Name>

2. Additionally look to see if the parameters pertaining to time outs have been altered. These parameters can be found in the "[defaults]" section of this file and the unit of measure is in seconds and below is the default values:

    

   • AnonSessionTimeout = 900
   • GuestSessionTimeout = 300
   • SessionTimeout = 900

   Refer to the Bookshelf "Siebel Server Installation Guide for UNIX" (OR) "Siebel Server Installation Guide for Windows", Appendix D "Structure of the eapps.cfg File", Table 38. Guidelines for Setting Session Time-Outs. This table outlines permissible settings for each of these parameters.

3. Any changes in the eapps.cfg file require the Web Server (for example IIS Services) to be re-started for the changes to take effect. Additionally, users will need to stop and restart the Siebel Gateway Server Services and Siebel Application Server Services. In the Windows platform, the order is as follows:

    

   • Stop the IIS Administration Service.
   • Stop the Siebel Server.
   • Stop the Siebel Gateway.
   • Start the Siebel Gateway.
   • Start the Siebel Server.
   • Start the World Wide Web Publishing Service.

Error Messages

ADM - SERVER ADMINISTRATION FACILITY

ADM-01042: Login failed for specified username, password, and ODBC datasource combination

Symptom or Error Message

SBL-ADM-01042: Login failed for specified username, password, and ODBC datasource combination

This error message is most often reported in combination with the error messages below: NET-01003 : Internal: invalid encryption authentication information
SRM-00016 : Unable to initialize the Database environment

To effectively troubleshoot this error one needs to understand where and in what context the error is being reported.

Cause

The error message is indicative of its cause:

1. It indicates an incorrect username or password combination, or incorrect data source. If the error is reported in a server component's log file, the likely scenario is that the one or more of these parameters set at the component level is incorrect.

2. If in the event that the above parameters are correct, then the error can also be reported when the database connection is unable to be established (this could be due to the database server being down, network connectivity issues between the Siebel server and database server, incorrect versions of the database client connectivity software).

3. If this error is reported when a user accesses the Server Administration UI screens, it could be due to the user not having the required "Siebel Administrator" responsibility.

Diagnostic Steps

1. Verify the username, password and datasource values at the component level. The username and datasource can be verified from the component log file. The password is not indicated in the log file.

2. Verify database connectivity is not an issue - test connection outside of the Siebel environment (such as via SQL*Plus (in case of Oracle) or Query Analyzer (MSSQL) or command center (in case of DB2).

3. Verify network connectivity is not an issue between the database server and the Siebel server.

4. Verify connection from within the Siebel environment (via "odbcsql" utility [FAQ: 1113]).

5. Verify supported versions of the database client connectivity software that is being used (check against Siebel System Requirements and Support Platforms (SRSP) found on SupportWeb).

6. Verify if the user has "Siebel Administrator" responsibility (In the Siebel client, navigate to Site Map > Application Administration > Responsibilities).

Solution

1. If the username, password and/or datasource are incorrect at the component level, re-enter the values (either from the Server Administration UI screens or Server Manager command line) and restart the Siebel server.

2. Resolve any network or database connectivity related issues.

3. If incorrect client connectivity software is present, reinstall the software to comply with the requirements outlined in the SRSP.

4. Grant the user "Siebel Administrator" privileges only if the error was encountered upon accessing the Server Administration screens (that is, provided the user is entitled to access those views).

ADM-01050: The specified component is not active on this server

Symptom or Error Message

SBL-ADM-01050: The specified component is not active on this server

The above error message is reported when the Siebel server component attempting to be contacted is not available.

Cause

Component in question is not accessible for the following reason(s):

1. Either the component is shutdown, not enabled and/or disabled at the moment.

2. Or the component group to which this component belongs to - is shutdown, not enabled and/or disabled.

Diagnostic Steps

1. Verify the component group to which the component belongs to is "enabled" on and "assigned" to the Siebel Server of the user's choice.

2. If the component group is enabled, ensure that the component is online or running.

Solution

1. If the component group is not "enabled" and assigned, enable the component group in question.

2. If the component group is enabled and the component itself is not, then enable the component.

ADM-02039: INTERNAL: SA_ERR_EOF

Symptom or Error Message

SBL-ADM-02039: INTERNAL: SA_ERR_EOF

(sacmdl.cpp 29(351) err=902039 sys=902058) ADM-02039: INTERNAL: SA_ERR_EOF

maybe reported for a component when it starts up or an instance of it is invoked.

Cause

This could most likely be reported in the case of an incorrect value/setting provided to a parameter(s) for a server component (either for a newly created component at the time of creation or for an existing component that has been modified).

Diagnostic Steps

En-list the parameters for the particular component and verify if any incorrect values have been specified for any of its parameter(s). For further documentation reference on acceptable parameter values, refer to the following:

1. "Siebel Server Administration Guide", Appendix A. "Server Components and Parameters"

2. "Siebel Server Administration Guide", chapter "Application Object Manager Administration", section "Siebel Application Object Manager Parameters" (if component is an object manager)

3. "Siebel Server Administration Guide", chapter "Using the Server Manager GUI", section "Parameter Administration"

4. "Siebel Server Administration Guide", chapter "Using the Server Manager Command-Line Interface", section "Siebel Server Manager Commands", sub-section "Parameter Management Commands"

Solution

If there is a need to edit incorrect values at the component level, users can choose to edit them from the UI or command line.

From Server Admin UI

1. Navigate to Site Map > Server Administration > Components, select view tab "Component Parameters" in the bottom applet. Edit the appropriate parameters from this view. Stop and restart the Siebel server services for the changes to take effect.

From Server Manager Command-Line

1. Invoke "srvrmgr" utility from command line, and then issue the following command to edit the particular parameter.

   change parameter <parameter_alias_name1>=<value1>, <parameter_alias_name2>=<value2> for component <component_alias_name>

2. Stop and restart Siebel server services for the changes to take effect.

ADM-02044: No connections found to any active servers

Symptom or Error Message

SBL-ADM-02044: No connections found to any active servers.

This error might be reported in the dedicated client as well as the web server (swse) logs.

Cause and Diagnostic Steps and Solution

Refer to "FAQ 1323: What does error ADM-02044 mean and what are the possible causes?"

ADM-02049: There is no connected server targetted for that command

Symptom or Error Message

SBL-ADM-02049: There is no connected server targetted for that command

(sacmd.cpp 10(388) err=902049 sys=0) ADM-02049: There is no connected server targetted for that command.

The above error message is usually reported upon invocation of a server manager session either via the zero foot print client (in which case the error is reported in <ObjMgr_specific>.log and on the UI) or within a srvrmgr session (in which case the error is reported in the <srvrmgr.log>;).

Cause

The cause for this error message is likely on account of:

1. The Siebel gateway server is unable to make a connection with the Siebel application server (and/or Siebel enterprise server) on account of the service is not running.

2. The service is running but there are connectivity issues between the Siebel gateway server and the Siebel application server(s) (if deployed on separate machines).

Diagnostic Steps

1. Verify the Siebel server service is running.

2. Verify that network connectivity is not an issue between the Siebel gateway and Siebel application server.

Solution

1. Start the Siebel server service(s) if it is not running.

2. Restore network connectivity between the Siebel gateway and Siebel application server(s).

ADM-02071: Enterprise server <value> not found in gateway server

Symptom or Error Message

SBL-ADM-02071: Enterprise server %1 not found in gateway server

(samisc.cpp 9(510) err=4400005 sys=0) SCC-00005: Internal:No more items found.
(sasess.cpp 9(365) err=902071 sys=0) ADM-02071: Enterprise server <value> not found in gateway server

Cause

This error is usually reported at times when a server administration session is invoked from the command line with an incorrect value for the Siebel enterprise server.

Diagnostic Steps

Check the values specified for arguments "e" and "s" while invoking "srvrmgr" command line (where "e" represents the Siebel enterprise server and "s" the Siebel application server). Most likely one or both of these parameters are incorrect which is why the Siebel gateway server has no record of its existence in its backing file (siebns.dat).

Solution

Verify "e" and "s" arguments are indeed the correct Siebel enterprise and application server respectively when invoking the srvrmgr command line.

ADM-02077: Server name must be specified for this operation

Symptom or Error Message

SBL-ADM-02077: Server name must be specified for this operation

This error message is reported when the Siebel server is not explicitly provided for any of the "srvrmgr" command line interface commands.

Cause

The above error is reported since the server manager command does not have the context of a Siebel server within which it needs to execute the said command.

Diagnostic Steps

1. Verify if while invoking "srvrmgr" command line utility, the /s (windows) or -s (UNIX) argument was provided.

2. Additionally for commands executed within a "srvrmgr" session ensure the clause "server <Siebel_Server_Name>" was also specified.

Solution

1. Provide a value for the argument (/s or -s) when invoking the srvrmgr utility.

2. Provide the clause "server <Siebel_Server_Name>" when issuing commands.

   For example:
   start task for component Dbxtract server app01
   (This would start an instance of the Dbxtract server component on application server "app01")

ADM-02527: Parse Error: Expecting <param>=<value> instead of "(null)"

Symptom or Error Message

SBL-ADM-02527: Parse Error: Expecting <param>=<value> instead of "%1"

ADM-02527: Parse Error: Expecting <param>=<value> instead of "(null)".

This error message could be reported when an instance of the component is started with parameter values that are either incomplete, incorrect and/or lack thereof.

Cause

The cause for this error message is because of the fact that "srvrmgr" is unable to parse the parameter values into something legible/acceptable. The above error is then reported either in the server manager session and/or in the component specific log file.

Diagnostic Steps

Recheck the values for the various parameters for this component that users have configured/provided. Ensure they are correct and acceptable (in terms of format).

Solution

In most cases, this could be the presence of a special character or reserved word that "srvrmgr" takes objection to. For example:

Special Characters

srvrmgr /g <gtwy_host> /e <entsrvr> /s <siebsrvr> /u <usr> /p <pwd> /c "run task for component eim server SS_CGD8 with config=abc.ifb, ExtendedParams="batchnum=4000""
(is incorrect since the second instance of the double quote is treated as the close of parameter input.)

srvrmgr /g <gtwy_host> /e <entsrvr> /s <siebsrvr> /u <usr> /p <pwd> /c "run task for component eim server <siebsrvr> with config=abc.ifb, ExtendedParams=\"batchnum=4000\""
(is correct since backslash helps srvrmgr interpret/parse the parameter value correctly, treating it as a double quote.)
GEN - SIEBEL GENERIC FACILITY

GEN-00255: Process exited with error - Internal: Error during exec()

Symptom or Error Message

SBL-GEN-00255: Internal: Error during exec()

<NoCompName> 38983 GEN-00255 Process exited with error - Internal: Error during exec()

The above error message is usually reported in the master Siebel log [<$Enterprise_server>.<$Siebel_server>.log] file.

Cause

1. This is a generic error message reported at times when components fail to startup or fail while in execution. The error message in itself is not indicative of the problem at hand. More detailed error messages can be found in the specific component's log file (the one(s) that failed).

2. On occasions when this error is reported while several components fail upon Siebel server start-up, it could indicate a problem that is affecting the server installation as a whole.

Diagnostic Steps

 

1. In the former case, review the specific component(s) log file.

2. In the latter case, the following initial troubleshooting steps are recommended:

   1. Ensure proper connectivity between all Siebel entities (inclusive of the database).
   2. Ensure versions of all ancillary applications are in compliance with those outlined in the SRSP. (For example, Run-time C++ library version, X11 library versions, DB2 fix packs etc.)
   3. Ensure consistent versions of Siebel software are installed across all Siebel entities (that is gateway, Siebel server, Siebel web server extension etc.)
   4. Confirm that the batch components like Batch Assignment have been synchronized.
   5. Perform an overall checkup on the installation (permissions, environment variables, disk space levels, and memory levels) is also recommended.

Solution

A few additional suggestions are also offered:

1. On AIX platforms, a shared memory concept is existent. On occasions, this might get affected causing failures of the server components to start up. Subsequent cleaning of this memory (slibclean) and restarting the services could assist in addressing the problem.

2. A recycle of the entire Siebel application server could help as well.

3. If the batch components have not been synchronized then synchronize and recycle the services for changes to take effect.

GEN-03002: Required parameter %1 is NULL

Symptom or Error Message

SBL-GEN-03002: Required parameter %1 is NULL

This error message is usually always accompanied with an additional message, which is more indicative about the exact cause for failure. For example:

GEN-03002: Required parameter szBuPrCol is NULL
ASG-00024: Unable to load assignment object Account.

Cause

As the error message indicates in the above example, the component failed because it was missing a value for one of the parameters that it required. This error was reported in the Batch Assignment trace file and was encountered upon loading of the definition for the assignment object "Account" when one of its properties were found to be NULL.

Diagnostic Steps

In the event that the error message is not entirely indicative of the problem, additional tracing might be required at which point users might consider increasing the tracing levels at the component level to identify the exact parameter that was provided a NULL value.

Solution

1. Once the parameter in question is identified, ensure users provide a valid value for this parameter (whether it is as a component parameter [pre-defined at the component level or provided at execution time] or defined at the repository level [within tools as in the above case for the Assignment object property]).

2. Restart Siebel server services if this change requires a restart OR re-compile a new SRF if the change was performed within Tools (this is required if the object that was changed in Tools requires a compilation for the change to take effect. Hint: Verify the value of the "No Compile" property for the object the users edited by selecting the "Type" in the object explorer window in Tools).

GEN-03006: Process exited with error - Error calling function: %1

Symptom or Error Message

SBL-GEN-03006: Error calling function: %1

The above error message is reported when there is a failure to execute a particular function. The function is mentioned as a part of the error message. The error message in itself is not indicative of where and what the cause of failure is. It is almost always accompanied by additional error message(s) that provide further context to it and assist in the troubleshooting process. For example:

Message: Table not found in dictionary, Additional Message: 2-1Q7A-5F2H
(attrapi.cpp 4(854) err=700106 sys=0) ESC-00106: Error loading Attribute handle for Object Product Defect.
(asgnobj.cpp 24(247) err=3006 sys=0) GEN-03006: Error calling function: WFObjectOpen

Cause

The above message was reported in the Batch Assignment log file. The above example illustrates how the additional message provides the required context. The definition for the workflow policy object "Product Defect" was reviewed within Siebel Tools to identify the attribute in question.

Diagnostic Steps

Since the error message is a generic indication of the failure of a function within the code, it is not feasible to offer targeted diagnostic steps other than to propose a deliberated approach that takes into account the additional error message(s) reported. The server component that failed with this error and increasing the trace or event log levels at the component level to obtain further detail that can assist in troubleshooting the specific cause for failure.

Solution

If a solution cannot be found on SupportWeb, then provide the appropriate log files with tracing enabled and open a new service request to Siebel Technical Support.

GEN-05007: Unable to read the gateway server backing file

Symptom or Error Message

SBL-GEN-05007: Unable to read the gateway server backing file

A process reports the above error message when it is unable to read, access the Siebel gateway server's backing file (siebns.dat).

Cause

1. Either the Siebel gateway server service was not running – causing the file to be inaccessible.

2. Or the process is running but the file is not to be found, existent in the location where it should reside (for example, $SIEBEL_ROOT\admin where SIEBEL_ROOT is the gateway server's root installation directory)

Diagnostic Steps

Verify that the gateway server services are indeed running and the process has the right information as to where the gateway server host is and if the backing file, siebns.dat, physically resides in that location.

Solution Start the gateway services if it is found not to be running.

GEN-05009: Unable to connect to gateway server

Symptom or Error Message

SBL-GEN-05009: Unable to connect to gateway server

NSC - ErrCode 5009 SysErr 0
(scbconn.cpp 5(107) err=5009 sys=0) GEN-05009: Unable to connect to gateway server
(ssmsismgr.cpp 83(256) err=5009 sys=0) GEN-05009: Unable to connect to gateway server
Login failed for Login name: sadmin

The series of error messages could be reported in the SWSE logs or in the component-specific logs.

Cause

1. Incorrect entries in connect string (in eapps.cfg) for the gateway server host name.

2. Gateway server service may not be running.

3. Siebel Server service is not running (although 1 & 2 are taken care of).

Diagnostic Steps

1. Verify if the connect string mentioned in the eapps.cfg is the correct hostname or the IP address.

2. Verify the gateway server service is started.

3. Verify the Siebel Server service is started.

Solution

1. If it is the host name, ensure it is indeed the gateway server's host name. Also check to see if the gateway server service is running and users can ping the host (that is, network connectivity between web server and gateway server as well as between Siebel server and gateway server is not an issue).

2. If it is the IP address, then ensure it is the gateway server's IP address; and there is no DNS host name to IP address resolution issues.

GEN-09103: Parameter value was never set (i.e. is null)

Symptom or Error Message

SBL-GEN-09103: Parameter value was never set (i.e. is null)

"(smisched.cpp 17(265) err=9103 sys=0) GEN-09103: Parameter value was never set (i.e. is null)"

Cause

As the error message indicates, the component failed because it was missing a value for one of the parameters that it required.

Diagnostic Steps

In the event that the component log file is not indicative of which exact parameter was missing its value, additional tracing might be required to figure that out. At which point users might consider increasing the tracing levels at the component level to identify the exact parameter that was provided a NULL value.

Solution

1. Once the parameter in question is identified, ensure users provide a valid value for this parameter.

2. Restart Siebel server services if this change requires a restart OR re-compile a new SRF if the change was performed within Tools (this is required if the object that was changed in Tools requires a compilation for the change to take effect. Hint: Verify the value of the "No Compile" property for the object the users edited by selecting the "Type" in the object explorer window in Tools).

NET - SIEBEL NETWORKING LAYER (COMMON/SISNAPI) FACILITY

NET-01003: Internal: invalid encryption authentication information

Symptom or Error Message

SBL-NET-01003: Internal: invalid encryption authentication information.

Check if the encryption configuration parameters are consistent.

This error message is generally encountered when the combination of ODBC source, username, and password stored in the Siebel Gateway Server (also known as Name Server) does not result in a successful connection between the Siebel Server and the database.

Cause and Diagnostic Steps and Solution

Refer to "FAQ 1399: How should the error NET-01003 be handled?"

NET-01020: Internal: unknown hostname

Symptom or Error Message

SBL-NET-01020: Internal: unknown hostname

This error message is almost always indicative of network connectivity issue between the Siebel Application Server-Siebel Gateway Server and/or the Siebel Web Server-Siebel Gateway Server. Situations when this error might be reported are while invoking a Server Administration session either:

1. Via "srvrmgr" command line

2. Via a dedicated client accessing the Server Administration screens

3. Via a zero foot print client session accessing the Server Administration screens

The error might not manifest itself on the UI, but is rather reported in server log files maintained on the Siebel application server.

Cause

It indicates that the Siebel entities referred to by host name or IP address are inaccessible for the one of following reasons:

1. Hostname to IP Address (DNS) resolution issues.

2. Network connectivity issues between the various Siebel entities (that is Siebel Web Server, Gateway Server and Siebel application server).

Diagnostic Steps

1. If it is an error being reported while attempting connection from within a zero foot print client session, check the eapps.cfg file and verify the connect string (verify validity of hostnames, IP address etc.)

2. If it is a "srvrmgr" command line session reporting the error, verify that the /g (windows) -g (UNIX) values are appropriate.

3. Verify network connectivity issues do not prevail between the various Siebel entities.

Solution

1. If there are DNS issues then editing the hosts file to include the IP address and host name is a quick fix to the problem.

2. If there are incorrect entries in the connect string (that refer to the gateway server) - edit the eapps.cfg to incorporate the right values (either host name or IP address).

NET-01023: Peer disconnected

Symptom or Error Message

SBL-NET-01023: Peer disconnected

NET-01023: Peer disconnected
SSM-00006: error sending message

The above error message is reported in circumstances where network connectivity is an issue. These issues could be between the Siebel Application Server-Siebel Gateway Server, the Siebel Web Server-Siebel Gateway Server or Siebel Application Server-Database Server.

Cause

1. Hostname to IP Address (DNS) resolution issues

2. Network connectivity issues (that are either persistent or not)

Diagnostic Steps

Depending on where the errors are reported, users might have to concentrate on resolving network connectivity issues between those two entities. For example:

1. If the error is reported in the Siebel Application Server logs - then it is between Siebel Application Server and the database server.

2. If the error is reported in the Siebel Web Server extension logs - then it is between Siebel Web Server and the Siebel Gateway Server (or) Siebel Gateway Server and Siebel Application Server.

Solution

Once users have identified the entities involved, work with the network administrator to resolve network connectivity issues (such as editing the hosts file etc.)

NET-01033: The SISNAPI handshake timed out, the Siebel Service may not be running

Symptom or Error Message

SBL-NET-01033: The SISNAPI handshake timed out, the Siebel Service may not be running

This error is reported when an attempt to establish communication with a Siebel application server or server component running on it fails. The request can be initiated by a user (such as at the time of initiating a zero foot print client session via the browser OR a Siebel remote sync client session initiated by a mobile user) OR when one server component is attempting to kick off an instance of another component (such as MQSeries Receiver component kicks off a Business Integration Manager task when it receives a message from the MQ Series messaging interface).

SVR-01014: Internal: Could not send the HELLO message: (null)
SMI-00033: The client exited without closing the SISNAPI connection
SRB-00041: can't do SISNAPI handshake

These error messages can be reported along side the above error. Follow the recommendations below to troubleshoot all of these error messages.

Note:  SISNAPI is Siebel Systems Inc. internal communication protocol. An error in this layer generally means that network communication between the entities involved is not functioning correctly.

Cause

This error is reported when an attempt to establish communication with a Siebel application server or server component running on it fails. The reasons for this failure could be one of many. Below is a list of a few of these reasons:

1. Component A is being contacted but

   1. It is not enabled
   2. If it is enabled it is not running
   3. If it is enabled and it is running, it does not have any more tasks left to service the above request.

2. Component A is expected to be running on port # XYZ, but it actually is running on another port.

3. In some situations, for one component to launch an instance of another server component the request is handled by two key server components. Both these components are part of the "System Management" component group. If these components are not functional (running) errors of the above nature can be reported.

   1. Server Request Broker (SRBroker)
   2. Server Request Processor (SRProc)

Diagnostic Steps

1. Is the Siebel Server service running?

2. If the error is reported while a zero foot print client session is initiated, it manifests itself in the web server logs. Check to see if the gateway server service, Siebel server service is running, the specific component (in this case it would be an object manager component such as CallCenter Object Manager) on this server is running and has ample Max Tasks to accommodate growing requests.

3. If the error is reported when two components are attempting to establish communication, check that the target component is running.

4. Check to ensure that all components that belong to "System Management" component group are functional and running.

Solution

1. Start the Siebel server service if it is found not to be running.

2. Start the server component in question that users are attempting to contact - verify that it has the appropriate settings for the component parameter called "Max Tasks" and it is running on the port # users are attempting to contact it on. If there is a firewall present, ensure that the port in question is open and accessible.

3. Ensure network connectivity issues do not exist between the several Siebel entities.

NET-01034: The SISNAPI connection was closed by the peer

Symptom or Error Message

SBL-NET-01034: The SISNAPI connection was closed by the peer

NET-01034: The SISNAPI connection was closed by the peer
SVR-01015: Internal: Could not send a SISNAPI message: (null)

The above error message is reported when an established connection/session between 2 entities (user-component, component-component) is terminated, or if a server component is shutdown. The SVR error is usually reported alongside it.

Cause

The connection could have been lost due to several reasons such as:

1. Closed due to inactivity (similar to idle connection time out)

2. On account of network connectivity issues (in which case it would be an abrupt drop of the connection)

3. (Or) simply because the component being contacted is/was shut down and hence is not responding back.

Diagnostic Steps

1. Identify the component that is reporting this error, and if applicable, also identify the component it was attempting to contact.

2. Identify if the close of connection is due to inactivity (Try to identify when the last communication was established and if users can identify a pattern in these disconnects)

3. Identify if the component being contacted is up and running and has not been shut down/terminated.

Solution

There are several places where time outs of connections can be specified, check if any of the ones that are listed below is responsible for this loss of connection.

1. Within the Siebel application

    

   1. At the Siebel enterprise server level, Siebel server level, and server component level, look to see if users have recently altered any of the following parameters pertaining to time outs at any of these levels.
      • ConnIdleTime = [SISNAPI connection maximum idle time, default=-1, which disables this feature]
      • SCBTimeout = [Timeout for the Resonate CDAction command to execute (in seconds), default=600(10 mins.), applicable if users are using Resonate Central Dispatch Load Balancing]

      The easiest way to identify if such a change was indeed made is by enlisting the parameters at each level and checking to see if it is set to anything other than the above defaults. Invoke a srvrmgr session (do not specify the /s or -s switch to connect to a specific Siebel server - this way users are connected to the enterprise as a whole - for example:

      • To list enterprise parameters - list enterprise parameter
      • To list server parameters - list parameter for server <Siebel_server_name>
      • To list component parameters - list parameter for component <component_name> for server <Siebel_server_name>

   2. At the Siebel Web Server extension level (SWSE) (in the eapps.cfg file) look to see if users have recently altered any of the parameters pertaining to time outs.

2. Outside of the Siebel application

   1. Database level for example, dead connection detection within Oracle. Check with the Database Administrator to assist with this step.

   2. Network level to handle network inactivity. Check with the Network Administrator to assist with this step.

NET-01201: Internal: connect() failed: %1

Symptom or Error Message

SBL-NET-01201: Internal: connect() failed: %1

This error message is generally reported when a connection attempt fails. This connection could have been between user and component or component and component. "%1" usually contains a more indicative cause for failure. At times, an additional error message is also generated that accompanies it. The supporting error message(s) hold valuable context information that can assist in the troubleshooting process. For example:

NET-01201: Internal: connect() failed: Connection timed out.
SVR-01013: Internal: Cannot open a sisnconn to the scheduler: (null)

Cause

In general, the cause for being unable to connect could range from:

1. Incorrect connect strings maintained in the eapps.cfg (such as wrong hostname, IP address, port # etc.)

2. Connectivity issues between the various Siebel entities (such as if there is any firewall presence in between the entities initiating and responding to the connectivity request that might prevent the request from getting thru (or) referring a machine with its internal IP address from outside of a firewall when Network Address Translation (NAT) is enabled.)

3. If Resonate is in the mix, incorrect settings on Resonate related parameters could affect connection requests (due to timeouts).

Diagnostic Steps

1. Identifying the two entities involved is critical to resolving the cause for this error message.

   Identify the log file in which the error was reported (that would be the request initiator), then work to identify the target component. In the above example, this error was reported in the local client side log (with enhanced tracing). The user was attempting to open a file attachment when he encountered the error. Siebel components are registered with the Siebel Gateway Server when the service starts up. When the Siebel Dedicated Web Client attempts to view an attachment, it connects to the Siebel Gateway Server in order to obtain the Siebel Server connect string where File System Manager (FSM) is running. This connect string is used to contact the FSM on the said Siebel Server. Hence the initiator would be "Siebel Dedicated Web Client", and the target component is the FSM component.

2. Identify the details of the connection, so as to validate them.

   The SISNAPI connect string for this Siebel Server contained an internal IP address of the Siebel Server. Since the dedicated web client was outside of the firewall, and NAT was in place the request failed on account of an invalid IP address (as the internal IP address is not recognizable outside of the firewall).

Solution

Validate and correct the connectivity details, this should ensure that the connection attempt is successful.

NET-01218: Connection refused by server <Server_Name>, no one is listening on port <port#>

Symptom or Error Message

SBL-NET-01218: Connection refused by server %1, no one is listening on port %sysError.

The above error message is reported when a connection attempt to contact a specific component running on the Siebel server and listening on particular port number failed.

Cause

At the time of the Siebel server startup, the Siebel gateway server records all components and the respective ports that they start on. When a request to connect to a certain component is received, the Siebel gateway server provides the necessary information to route this request to the appropriate component and port. The connection failure could be due to several reasons such as:

1. The request to connect to the component is directed to the wrong port (the request itself might be accompanied with a hard coded port # in it – which might not be the port at which the component is actually started on).

2. The port at which the component is running might be behind a firewall that prevents it from being accessed.

3. The component being contacted might not be running.

4. The Siebel server might not be running and hence the component is un-available.

Diagnostic Steps

Since this is basically a failed connection attempt, the first things one should verify is:

1. The Siebel Server is running.

2. The Component being contacted is also running.

3. Identify the port number the component has started up on (refer to the <Enterprise_Server>.<Siebel_Server>.log file to secure this information). Most likely the port # will not match with the port # specified in the error message. In which case it would indicate that the request is attempting to connect with the component at the wrong port.

4. If it matches that would indicate that it is attempting to connect at the right place but has failed due to the component being unable to service the request. Possible causes for this could be the component has run out of tasks to service the request, or a firewall between the requestor and initiator is preventing the request from being serviced.

Solution

Ensure the above recommendations are taken care of. If the request has a hard coded reference to a specific port #, either ensure that this is removed or ensure that the component does start up on this port # (configure the component and provide it a "static" port).

Note:  As a general recommendation it is preferred that components that belong to the "System Management" component group are not assigned "static" ports. (such as SRBroker, ReqProc etc.)

OMS - OBJECT MANAGER SERVER SUBSYSTEM FACILITY

OMS-00101: Error (null) loading product configuration information

Symptom or Error Message

SBL-OMS-00101: Error %1 loading product configuration information

OMS-00101: Error xxxxx loading product configuration information
OMS-00101: Error (null) loading product configuration information
OMS-00107: Object manager error: (Could not find 'XXXXX' named 'YYYYYYY')

Cause

1. Usually this indicates a problem with finding certain definitions that are expected to be present within a SRF file but is not actually present. Either the definitions are not present or are incomplete in the SRF (that is being used/loaded).

2. In some occasions, an incorrect application's configuration might be loaded causing this error to be reported. That is, application "Siebel Marketing Enterprise" is specified in the configuration file instead of "Siebel Universal Agent". In such cases, this error message is reported alongside OMS-00107.

Diagnostic Steps

Depending on which server component is accessing these definitions (such as a Siebel object manager attempting to run a workflow process from within its user session, or a workflow process manager component that is running a workflow process on its own), such errors can be reported in the component specific log file.

Solution

1. In situations concerning the SRF file - it is always recommended to compile a fresh SRF from Siebel Tools and use the new copy instead of the old one. This will ensure that the latest and greatest configuration definitions are available in the SRF file.

2. In the case of incorrect Application Name in the Siebel Dedicated Web client, edit the configuration file specific to the Siebel server component and ensure the correct Application Name is populated.

   The "ApplicationName" entry can be found in the [Siebel] section of a configuration file.

   
   ...
   [Siebel]
   RepositoryFile           = Siebel.srf
   ApplicationName          = Siebel Universal Agent
   ...

OMS-00102: Error (null) logging in to the application

Symptom or Error Message

SBL-OMS-00102: Error %1 logging in to the application

OMS-00102 Error (%1) logging in to the application
OMS-00102 Error (null) logging in to the applicationText

The above error message is typically reported when the server component has trouble connecting to the database.

Cause

There are several reasons that can cause connectivity problems with the database. A few of which may be:

1. Database abruptly going down, or brought down for maintenance.

2. Database client connectivity software is improperly configured thus not being able to connect to the database.

3. Improper versions of database client connectivity software (refer to SRSP to comply with supported versions and platforms)

4. Incorrect username/password combinations and/or insufficient privileges to connect to the database.

5. There is a limit to the amount of connections (or connections for a given login) for that database.

Diagnostic Steps

Attempt to connect to the database outside of the Siebel environment using a native application such as Oracle SQL*Plus or MSSQL Query Analyzer or DB2 Command Center to verify database connectivity.

Solution

Restoring the database connectivity and subsequent recycling of the Siebel server services should correct these errors.

OMS-00107: Object manager error

Symptom or Error Message

SBL-OMS-00107: Object manager error: (%1)

OMS-00107: Object manager error: (An additional error message is also reported)

This is a generic error message that is usually accompanied by other error messages indicative of the true problem.

Cause

This error message in itself is not indicative of a specific problem/issue at hand. The additional error message that accompanies this error is more specific to the issue. Use the additional error message for troubleshooting purposes.

Diagnostic Steps and Solution

Not applicable

OMS-00203: Error <XXXXX> invoking method "<method_name>" for Business Service "<business_service_name>"

Symptom or Error Message

SBL-OMS-00203: Error %3 invoking method "%2" for Business Service "%1"

This error message is usually reported when errors are encountered upon executing a method within a business service. The error message is usually accompanied with an additional follow up error message that indicates reason for failure, as shown in the example below:

OMS-00203: Error 33016 invoking method "RunProcess" for Business Service "Workflow Process Manager"
Error invoking service 'EAI Siebel Adapter', method 'Upsert' at step 'Update Camp Con'.
Cannot find entry '0-R9NH' in the bounded pick list for the field 'Contact Organization' in integration component 'Contact' (IDS_ERR_EAI_SA_PICK_VALIDATE))

Cause

The cause for the error is peculiar to each situation hence covering all possible scenarios is not feasible. The additional/accompanying error message is usually indicative of the problem at hand. As in the above case, it was caused due to a missing entry in a bounded pick list.

Diagnostic Steps

To further diagnose this problem, one can choose to increase "Object Manager Business Service" event level logging for the specific server component. For example, if this error was reported within a Call Center Object Manager user session, the following event level would be raised to acquire more details on the reason for this failure. (Some additional event level logging might also be required and varies from case to case).

srvrmgr> change evtloglvl ObjMgrBusServiceLog=5 for comp SCCObjMgr_enu

Reviewing the subsequent logs will assist in troubleshooting this error message.

Solution

Not applicable – as the solution varies with each specific situation.

OSD – OPERATING SYSTEM DEPENDENT LAYER (COMMON/OSD) FACILITY

OSD-00001: Internal: Function call timed out (%sysError)

Symptom or Error Message

SBL-OSD-00001: Internal: Function call timed out (%sysError)

This error is usually reported in the following log files "sw_cfg_util.log". This log file is usually updated during upgrade routines (such as while running upgrep, upgphys), during remote database initializations, while building/maintaining the server database (initial seed data, repository import).

Cause

This is a benign error reported in the inner most layers of the Siebel architecture – the layer that interacts with the underlying operating system.

Diagnostic Steps and Solution

This error can be ignored since it is a benign error.

OSD-00015: Internal: The object already exists (%sysError)

Symptom or Error Message

SBL-OSD-00015: Internal: The object already exists (%sysError)

In certain instances, while attempting to start the Siebel Server Service on a Windows 2000 Advanced Server Clustered environment, the above error message might be reported in the master Siebel log file (<$Enterprise_Server>.<$Siebel_Server>.log)

Cause

The error message most likely indicates that the system could not create the required semaphore in memory, as it already exists.

Diagnostic Steps

Not applicable

Solution

The root cause could be likely due to a mis-configured disk. Disk failures could also account for the above error message. Check with the system administrator to verify disk integrity on the machine where the above error was reported.

OSD-00034: Internal: Cannot create a new process (%sysError)

Symptom or Error Message

SBL-OSD-00034: Internal: Cannot create a new process (%sysError)

The above error by itself does not provide sufficient context to troubleshoot this issue. It is usually accompanied by additional error messages outlining the specific process that it was unable to create/run. For example in the case below

OSD-00034: Internal: Cannot create a new process (2)
SVR-04021: Internal: error executing OSSystem()
C:\Program Files\Resonate\bin\CDAction.exe -t 300 127.0.0.1 ****** status

Cause

As in the above example, the specific process it was unable to run was for "CDAction.exe", which is a Resonate executable. It was determined that the above executable was not present as all components of the Resonate software were not selected upon installation – so the installation in essence was incomplete. Subsequent installation of these components resolved the issue.

Diagnostic Steps

Use the additional error messages to build sufficient context and know-how about where and for what reasons the error is being reported. This should assist in the troubleshooting as demonstrated in the above case.

Solution

Not applicable since it is a generic message by itself.

OSD-00204: Internal waitpid() failed with error %sysError

Symptom or Error Message

SBL-OSD-00204: Internal waitpid() failed with error %sysError

This error is generally reported in the master Siebel log file (<$Enterprise_Server>.<$Siebel_Server>.log). Resonate software is most likely installed and configured in these instances as well.

OSD-00204: Internal waitpid() failed with error 1300204
/resonate/bin/CDAction -t 60 127.0.0.1 ****** do_batch /Siebelprod/siebsrvr/temp/Siebelprod.1_scb.txt i_err
OSD-00204: Internal waitpid() failed with error 0

Cause

These error messages can be ignored. It has no side effects to the Resonate or the Siebel application software. These error messages are logged in (<$Enterprise_Server>.<$Siebel_Server>.log). file when the Siebel Server is started and it registers its components with Resonate in a batch style mode.

Diagnostic Steps and Solution

Not applicable

OSD-00230: Internal: gethostbyname_r ()failed with error. (%sysError)

Symptom or Error Message

SBL-OSD-00230: Internal: gethostbyname_r ()failed with error. (%sysError)

The above error message is usually reported in the master Siebel log file (<$Enterprise_Server>.<$Siebel_Server>.log) upon Siebel server start up. As the error message indicates, the Siebel server fails to start up or starts up briefly to only fail right after. There seems to be a problem with accessing this machine by its host name.

Cause

There is a problem with accessing the machine in question using its host name for the following possible reasons:

1. Either the host name being referred to is incorrect to begin with.

2. Or there seems to be a network issue preventing a connection to this machine/host.

Diagnostic Steps

1. Firstly verify if the hostname for the Siebel server being referred to is correct. The gateway server-backing file [siebns.dat] contains this information – look for the following entry in it (open it in a text editor and conduct a search)

   /enterprises/<enterprise_name>/servers/<Siebel_server_name>/parameters/Host Value = "<host-name>"

2. If the host name is correct, most likely there are network connectivity issues that are preventing the machine from being accessed by its host name (possible DNS conversion issues are likely as well).

Solution

1. If the host name is incorrectly defined, users can correct it in two ways

   1. From command line "srvrmgr"

      
      change parameter host=<new_host_name> for server <Siebel_server_name>

   2. From server administration screens [UI]

      Navigate to Site Map > Server Administration > Servers. Select the Server Parameters tab in the bottom applet, and search for the "Host Name" parameter and re-enter the new/correct host name.

      Requires a Siebel server re-start for the changes to take effect.

2. If it is the latter cause, then consult the network administrator to resolve such issues.

OSD-01000: Process exited with error – Internal: The process attempted to read from or write to a virtual address for which it does not have the appropriate access

Symptom or Error Message

SBL-OSD-01000: Internal: The process attempted to read from or write to a virtual address for which it does not have the appropriate access

This error message is usually reported when a crash (windows) is experienced on the Siebel application server machine. A specific component (or an instance of it) or the Siebel server as a whole crashed in this case. The operating system for the Siebel application server is Windows

Cause

The error message by itself does not hold information relevant to troubleshooting the crash. It only indicates its occurrence. As a normal practice, Siebel Technical Support request that users install and enable external debugging utilities that will facilitate a memory dump capture which can be further analyzed by Siebel Support [Refer to "Technical Note 507: How to install and configure 3rd party tools to capture dump files on Microsoft Windows"]. Contact Siebel support for further recommendations in this matter.

Diagnostic Steps and Solution

Not applicable – Since it varies from case to case.

OSD-02001, OSD-02002, OSD-02003, OSD-02004, OSD-02005, OSD-02006, OSD-02007, OSD-02008, OSD-02009, OSD-02010, OSD-02011, OSD-02012, OSD-02013, OSD-02014, OSD-02015, OSD-02016, OSD-02017, OSD-02018, OSD-02019, OSD-02020, OSD-02021, OSD-02022, OSD-02023, OSD-02024, OSD-02025, OSD-2026, OSD-02027, OSD-02028, OSD-02029, OSD-02030, OSD-02031, OSD-02032, OSD-02033, OSD-02034, OSD-02035, OSD-02036

Process exited with error – Process exited because it received signal SIG<signal>

Symptom or Error Message

SBL-OSD-02001: Process exited because it received signal SIGHUP

All the above error messages are usually reported when a core (UNIX) is experienced on the Siebel application server machine. A specific component (or an instance of it) or the Siebel server as a whole generated a core in this case. The operating system for the Siebel application server resides on a Unix flavor.

Cause

The error message by itself does not hold information relevant to troubleshooting the core. It only indicates its occurrence. As a normal practice, Siebel Technical Support request that users install and enable external debugging utilities that will facilitate a capture of this core which can be further analyzed by Siebel Support [Refer to "FAQ 1876: How can users prevent core files from being overwritten on UNIX platforms?"] Contact Siebel support for further recommendations in this matter.

Diagnostic Steps and Solution

Not applicable – Since it varies from case to case.

SCC – SERVER COMMON CONFIGURATION FACILITY

SCC-00005: Internal:No more items found.

Symptom or Error Message

SBL-SCC-00005: Internal:No more items found.

This error message is usually reported while invoking a Siebel server administration session via the command line utility "srvrmgr" and/ or the server administration UI screens. It usually gets reported alongside other error message(s), for example:

SCC-00005: Internal:No more items found.
ADM-02071: Enterprise server not found in gateway server
ADM-02044: No connections found to any active servers.

Cause

The likely cause of this error could be the fact that the client failed to establish a successful Siebel server administration session. As to why it could not connect, possible reasons are:

1. Incorrect connect information to the Siebel Gateway, Enterprise and Siebel Application Server

2. Either of the Siebel services were not running

Diagnostic Steps

1. Verify all Siebel server services (gateway, application server and web server) are all up and running.

2. Verify connect information to the Siebel application, enterprise and gateway server is accurate. This information is specified in several locations such as:

   1. If users are establishing a server administration session from a zero foot print client, they need to check the [GatewayDataSrc] subsystem, "DSConnectString" parameter, and the [ServerDataSrc] subsystem, "DSGatewayAddress" parameter. See the solution (c) for the SCM-00018: error below.

   2. If users are establishing a server administration session from a dedicated web client, they need to check on the [ServerDataSrc] and [GatewayDataSrc] section of the application specific configuration file (such as uagent.cfg for callcenter) local to their installation.

   3. Lastly, if users are establishing a server administration session from the command line such as "srvrmgr", they need to check on the /e on windows [-e on UNIX] and /s on windows [-s on UNIX] parameters while invoking "srvrmgr".

Solution

1. Start up the services if they are found to be shutdown.

2. Make the necessary changes at the above locations, and restart the application server services for the changes to take effect and then re-establish the server administration session.

SCM – SERVER CONFIGURATION MANAGER FACILITY

SCM-00018: Could not open connection to Siebel Gateway configuration store ((null):(null))

Symptom or Error Message

SBL-SCM-00018: Could not open connection to Siebel Gateway configuration store (%1:%2)

The above error indicates errors encountered while attempting to access/read the Siebel gateway server and/or its backing file [siebns.dat].

Cause

The likely cause is the connect information to the gateway server is incorrect. For example, it does not include the specific port number if it runs on anything other than the default port (being 2320). For the most part it indicates connectivity issues from the Siebel application or Siebel Web Server to the Siebel gateway server.

Diagnostic Steps

Verify network connectivity to the Siebel gateway server. Also verify if the connect information to the Siebel gateway server is accurate.

Solution

The connect information to the Siebel gateway server is specified in a few locations:

1. In the [GatewayDataSrc] section of the configuration file specific to the application users are attempting to connect to using the Siebel Dedicated Web Client.

2. In the "eapps.cfg" file, verify the connect string of the application is accurate with respect to the gateway server host name/VIP or IP address and the port # on which it runs.

3. Also stored in the siebns.dat. Editing this file directly is not supported. Using the server administration UI, navigate to Site Map > Server Administration > Enterprise Configuration. Select "Enterprise Profile Configuration" in the bottom applet.

   1. Select the "GatewayDataSrc" named subsystem in the top applet, query for "DSConnectString" parameter in the bottom applet – ensure that the <gateway server name>:<port #> is specified accurately. [port # need not be specified if it is running on default 2320)

   2. Select the "ServerDataSrc" name subsystem in the top applet, query for "DSGatewayAddress" parameter in the bottom applet – ensure that the <gateway server name>:<port #> is specified accurately. [port # need not be specified if it is running on default 2320)

Remember to restart the Siebel Gateway and Siebel server services for these changes to take effect.

SCM-00028: Key not found

Symptom or Error Message

SBL-SCM-00028: Key not found

This message is reported when errors are encountered reading from the gateway server configuration file [siebns.dat]. On some occasions this error message is accompanied by several other message(s) such as:

SCM-00028: Key not found
SVR-01045: No components configured !
SVR-00005: Stale or invalid Task handle
SVR-00029: Shared memory has not been initialized

Cause

The likely causes for this error are:

1. If the siebns.dat file is corrupt

2. Incorrect environment variables that result in the process attempting to look for the file in an incorrect location (usually prevalent in UNIX environments where one runs shell scripts to set up environment variables prior to service start-up).

Diagnostic Steps

1. If the Siebel server services fail to start up and reports the above error messages – it is likely that the backing file [siebns.dat] is corrupt causing the service not to startup or some recent changes made to the Siebel server(s)/enterprise server were incorrect/incomplete.

2. Verifying the environment variables and their settings against the actual installation is recommended to confirm that the values are appropriate.

Solution

Provide the backing file, siebns.dat, to Siebel Technical Support so as to determine the exact nature of the corruption or any incorrect changes that were recently made that is affecting the Siebel server startup. Provide any supporting details as to whether any recent server administration changes were conducted that could have updated this file – as in changing the parameters for a certain component or disabling/enabling a component group.

SMI – SERVER MANAGEMENT INFRASTRUCTURE (SERVER/SMI) FACILITY

SMI-00001: Invalid parameter

Symptom or Error Message

SBL-SMI-00001: Invalid parameter

The above error by itself does not provide sufficient context to troubleshoot the issue. It is usually accompanied by additional error message(s) that offer more insight as to the cause for failure. For example, in the case mentioned below the error was reported alongside the SVR-04022 error.

SVR-04022: Host not enabled
SMI-00001: Invalid parameter

Cause

Since this is a generic message, it is/are the accompanying error messages that provide for necessary troubleshooting information. In the case above, the customer had Resonate installed in their environment. SVR 04022 usually indicate issues with the resonate installation/configuration.

Diagnostic Steps

Use the additional error message to build sufficient context and know-how about where and for what reasons the error is being reported.

Solution

Specific solutions are not applicable since it is a generic message by itself. Looking up the additional error message(s) and follow the suggestions/recommendations outlined for them to further troubleshoot the problem at hand.

SMI-00024: Unable to load (%1)

Symptom or Error Message

SBL-SMI-00024: Unable to load %1

SMI-00024: Unable to load (null).

This error message is not entirely indicative of the problem at hand. It is usually reported immediately after server or server component startup.

Cause

The likely reasons for this error being reported are if the Siebel installation is incomplete or corrupt. Either the installation was not successfully completed, or post installation some files were found corrupt/missing (such as DLL files).

Diagnostic Steps

Comparing a recursive directory listing of the Siebel installation with a working installation is the recommended way to quickly verify if the installation is complete and correct (verify both the presence of a file and its size.)

Solution

If users discover any anomalies with files missing or corrupt in their installation, re-installation is the recommended approach. If no anomalies surface, then contact Siebel Technical Support.

SMI-00033: The client exited without closing the SISNAPI connection

Symptom or Error Message

SBL-SMI-00033: The client exited without closing the SISNAPI connection

This is an error reported at times when an established connection with a Siebel application server or server component is abruptly terminated. The error message(s) below are usually reported along side the above error. SVR-01014 : Internal: Could not send the HELLO message: (null)
SMI-00033: The client exited without closing the SISNAPI connection
SRB-00041 : can't do SISNAPI handshake
SRB-00040 : can't open asynchronous SISNAPI connection

Note:  SISNAPI is Siebel's internal communication protocol. An error in this layer generally means that communication between the Siebel entities involved failed.

Cause

As stated above, the error indicates an abrupt termination of communication channels between two Siebel entities such as an improper/sudden shut down of services, or killing a process outside of the Siebel environment in a non-standard manner. Example – a Siebel administrator ends his command line "srvrmgr" session by simply closing his DOS window (or telnet session in case of UNIX) rather than issuing an "exit" command at the "srvrmgr" prompt for a graceful exit.

Diagnostic Steps

Since this error is rather generic and reported for all abrupt SISNAPI termination's, its important to identify the context in which it is reported and the accompanying error message(s). These are what should be investigated to troubleshoot the specific problem at hand.

Solution

Not applicable. Nevertheless following appropriate shutdown and graceful application exit procedures should minimize the more generic occurrences of this error message.

SMI-00044: An instance of this Siebel Server is already running

Symptom or Error Message

SBL-SMI-00044: An instance of this Siebel Server is already running

This error message is most commonly reported alongside SVR-00005. Suggestions and recommendations for SVR-00005 apply for this error message as well.

Cause and Diagnostic Steps and Solution

Refer to SVR-00005 for more information.

SMI-00049: Internal: There is no connection to the gateway server

Symptom or Error Message

SBL-SMI-00049: Internal: There is no connection to the gateway server

This error message indicates problems encountered upon server or individual server component startup where a connection to the gateway sever host was not possible.

Cause

There are several possible reasons for this error:

1. Network connectivity issues between Siebel server and the gateway server, which is preventing the connection from being established.

2. Possibility of an incorrectly configured Resonate installation.

3. Incorrect order of start up for the Siebel server services (Siebel server prior to Siebel gateway server)

4. Incorrect environment variable settings causing the Siebel server to look in the wrong location for the gateway server configuration file [siebns.dat] and subsequently reporting this error.

Diagnostic Steps

1. Verify the network connectivity between the Siebel server machine and the gateway server: port #.

2. If the installation includes Resonate, then attempt starting the server(s) minus of Resonate and verify if that works. Verify via the Resonate agent-rules file that rules are getting properly cleaned up upon shutdown of Siebel server services.

3. Verify users are following the right order in starting up and shutting down the various Siebel server services.

4. This step applies more for UNIX installations, verify that appropriate shell scripts are being run to set the Siebel and 3rd party specific environment settings (in the right order too), such that one is not overriding the other or being incorrectly set.

Solution

1. If network connectivity issues surface, seek assistance from the network administrator.

2. If the Resonate rules are not getting cleaned properly – users might have to manually clean them out upon shutdown and restart the Siebel server services. Contact Siebel Technical Support for assistance in this matter.

3. Ensure shutdown procedure adheres to the following order (Database Server > Web Server > Siebel Server(s) > Gateway Server).

SMI-00061: The directory Admin, does not exist under the Siebel root directory.

Symptom or Error Message

SBL-SMI-00061: The directory Admin, does not exist under the Siebel root directory

This error message usually gets reported upon Siebel server startup in the SiebSrvr*.log files.

Cause

As indicative of the error message, the likely causes for it are:

1. The Siebel installation is incomplete or corrupt and is missing the above directory.

2. If present, then it is possible that privileges or permissions for the Siebel server service owner account is not sufficient to access this directory (possibly other directories too).

3. Possible disk space issues could also be attributed to this error message.

Diagnostic Steps

1. By comparing a recursive directory listing of the Siebel installation with a working installation, users can verify if their installation is complete and correct (verify both the presence of a file and its size.)

2. Verify all required permissions have been granted to the Siebel server service owner account (as documented in the Siebel Server Installation Guide).

3. Check disk space if it is an issue.

Solution

If either of the above causes applies then address it accordingly. Restart the Siebel server services once the necessary changes have been made.

SMI-00062: Process exited with error – Internal: No more process (multi-threaded server) slots available

Symptom or Error Message

SBL-SMI-00062: Internal: No more process (multi-threaded server) slots available

This error is reported in the log file of the said component when it cannot start any more new tasks or processes for itself.

Cause

The cause for it is the fact that there are no more MT Server tasks available for the component in question.

Diagnostic Steps

Identify the settings for the following parameters for the said component:

1. MinMTServers

2. MaxTasks

3. MaxMTServers

Solution

Increase the settings for these parameters for the said component as per the deployment needs.

SMI-00081: Internal: Got error 1801210 when dequeueing a connection request (%sysError)

Symptom or Error Message

SBL-SMI-00081: Internal: Got error %1 when dequeueing a connection request (%sysError)

SMI-00081: Internal: Got error 1801210 when dequeueing a connection request (62)

The error is most likely reported by a Siebel object manager server component. Upon encountering this error, it is continually reported in the log file (repetitive), causing it to grow and take on available disk space leading to performance degradation.

Cause

This behavior has been mostly noticed on Unix platforms when the number of Siebel object managers enabled exceeds a certain threshold (62 in this case). The log messages are generated in consequence of product defect (CR 12-DRY5VV) where the /bin/ksh shell interpreter closes a tcp/ip socket used by one of the object manager processes. This process whose port is closed can no longer process any incoming requests and starts to report this error.

Diagnostic Steps

The error will manifest itself in the specific Siebel object manager log file or in the master Siebel log (<$Enterprise_Server>.<$Siebel_Server>.log) file. Identify if users have a significant number of Siebel object managers active, enabled and running on this server (the number equals that reported in the error message within parenthesis).

Solution

The following workarounds are suggested to overcome this product defect/error message:

1. Disable unused object managers so as to reduce the number of object managers being used [less than indicated number in error message].

2. In the event that this is not possible, user would have to edit the following shell script: $SIEBEL_ROOT/bin/siebmtshw
   Instructions – Replace the first line from #!/bin/ksh to #!/bin/sh and restart the Siebel server services. This will allow the "sh" interpreter to be used as opposed to the "ksh" interpreter.

SMI-00096: The maximum number of restarts (%1) for MinUpTime has been reached. The component (%2) will not be restarted again.

Symptom or Error Message

SBL-SMI-00096: The maximum number of restarts (%1) for MinUpTime has been reached. The component %2 will not be restarted again.

This error is reported by the said component (%2) when it can no longer attempt to restart since it has hit the maximum number of restarts possible. This error is not indicative of why the component failed in the first place, it is only indicative of the fact that it will no longer attempt to recycle or restart since the permissible amount of attempts have been reached.

Cause

The key is to identify the actual cause for the failure and fix that; this error message is more so an after-the-fact error.

Diagnostic Steps and Solution

Not applicable

SMI-00101: The server is busy, please try again later.

Symptom or Error Message

SBL-SMI-00101: The server is busy, please try again later.

This error is reported within the object manager's log file when it cannot instantiate another server process for the said component.

Cause

The likely cause for this message is that the component ran out of resources to instantiate new tasks. The settings for certain parameters at the object manager level are insufficient at the deployment stage, causing newer connections to not be spawned.

Diagnostic Steps

Identify the settings for the following parameters for the said object manager component:

1. MinMTServers

2. MaxTasks

3. MaxMTServers

Solution

Increase the settings for these parameters for the said object manager component as per the deployment needs.

SMI-00107: Internal: The context for the given task was not found

Symptom or Error Message

SBL-SMI-00107: Internal: The context for the given task was not found

The above error message is reported in the logs when a session initiated by the server is closed/terminated due to timeouts.

Cause

For example, a thin client session is assigned a cookie at the onset of the session, which it uses to keep track of while the session is active. When this session ends due to time out, and the user tries to continue working, they may experience this error, as the context was lost because of the time out.

Diagnostic Steps

Depending on the nature of the session the following timeouts may apply. These are specified in the "eapps.cfg" file.

Solution

This error is benign and merely indicates that such a time out has occurred due to inactivity. It implies the infrastructure timed out a particular session.

SMI-00116: Process exited with error – The minimum number of multithreaded server processes (%1) cannot be larger than the maximum number of multithreaded server processes (%2)

Symptom or Error Message

SBL-SMI-00116: The minimum number of multithreaded server processes (%1) cannot be larger than the maximum number of multithreaded server processes (%2)

This error message is reported in a server components log file when it has incorrect values/settings for two of its parameters – MinMTServers and MaxMTServers, where the former happens to be larger than the latter.

Cause

The minimum MT server setting cannot exceed the maximum MT server settings. If it is incorrectly set up that way the above error message will be reported when the component attempts to start up.

Diagnostic Steps

Identify the settings for the following parameters for the said component:

1. MinMTServers

2. MaxMTServers

Solution

Ensure that the MaxMTServers is more than MinMTServers. Once the parameters have been updated, restart the Siebel server services for changing to take effect.

SMI-00126: The session timed out

Symptom or Error Message

SBL-SMI-00126: The session timed out

This error is indicative of its cause. It is reported in the said component's log file or in the SWSE logs, when a session expires due to time out.

Cause

The session has surpassed its period of inactivity leading to it being closed/expired.

Diagnostic Steps

Depending on the nature of the session the following timeouts may apply. These are specified in the "eapps.cfg" file.

Solution

This error is benign and merely indicates that such a time out has occurred due to inactivity. It implies the infrastructure timed out on a particular session. If the error persists in the case of a zero foot print client in-spite of initiating a new connection/session it might be due to certain stale temporary objects/cookies left over on the client machine. In such occasions, clearing out the temporary Internet files, temporary objects, and cookies and initiating a new browser session is also recommended.

SMI-00139: Internal: The process is in reconfiguration mode.

Symptom or Error Message

SBL-SMI-00139: Internal: The process is in reconfiguration mode.

This error message will be logged when using the zero down time feature (Reconfiguration from UI to activate new SRF) until the configurations are committed by selecting "commit Reconfiguration". Reconfiguration is built on top of the infrastructure recycling mechanism – in other words, Siebel Systems Inc. allows for more than the configured number of processes to be running to allow for older ones to age out gracefully while newer ones are started.

Cause

This is merely an informative error message, indicating reconfiguration is underway.

Diagnostic Steps and Solution

Not applicable

SMI-00204: Internal: The maximum number of Work Queue threads (%1) cannot exceed the maximum number of concurrent tasks (%2)

Symptom or Error Message

SBL-SMI-00204: Internal: The maximum number of Work Queue threads (%1) cannot exceed the maximum number of concurrent tasks (%2)

This error is usually reported by Siebel server components that utilize worker queue threads to carry out its work such as Parallel Database Extract server component.

Cause

The cause is as indicated in the error message, when the component is configured in such a manner that the number of worker queue threads exceed the maximum number of concurrent tasks the above message is reported.

Diagnostic Steps

Check the settings for the following parameters for the above component:

1. Maximum Number of WorkQ Threads (MaxWorkQThreads)

2. Maximum Tasks (MaxTasks)

3. Maximum MT Servers (MaxMTServers)

Solution

Ensure that MaxWorkQThreads is not greater than the maximum number of concurrent tasks. The maximum number of concurrent tasks can be obtained by dividing MaxTasks with MaxMTServers (in other words, MaxTasks/ MaxMTServers). In the case of Parallel Database Extract users would need to add one additional task to the result obtained above since it has one ancillary task of its own.

SRB – SERVER REQUEST BROKER FACILITY

SRB-00002: invalid argument

Symptom or Error Message

SBL-SRB-00002: invalid argument

This is a generic error message. It is usually accompanied by error message(s) that belong to other facilities. The accompanying error message(s) are more indicative of reason for failure.

Cause

Since this is an accompanying error message no specific causes can be outlined.

Diagnostic Steps

It is recommended to identify and use the accompanying error messages to troubleshoot the problem at hand.

Solution

Follow the suggestions and recommendations outlined for the supporting error message(s) to resolve the problem at hand.

SRB-00003: no entry found

Symptom or Error Message

SBL-SRB-00003: no entry found

This is a benign error message and can be safely ignored.

Cause and Diagnostic Steps and Solution

Not applicable

SRB-00035: no current server

Symptom or Error Message

SBL-SRB-00035: no other server

This is a generic error message. It is usually accompanied by error message(s) that belong to other facilities. The accompanying error message(s) are more indicative of reason for failure.

Cause

Since this is an accompanying error message no specific causes can be outlined.

Diagnostic Steps

It is recommended to identify and use the accompanying error messages to troubleshoot the problem at hand.

Solution

Follow the suggestions and recommendations outlined for the supporting error message(s) to resolve the problem at hand.

SRB-00040: can't open asynchronous SISNAPI connection

Symptom or Error Message

SBL-SRB-00040: can't open asynchronous SISNAPI connection

This is an error message that is usually accompanied by error message(s) that belong to other facilities. The accompanying error message(s) are more indicative of reason for failure. For example: NET-01218 : Connection refused by server <Server_Name> , no one is listening on port <port #> .
SRB-00040: can't open asynchronous SISNAPI connection

Cause

Since this is an accompanying error message no specific causes can be outlined.

Diagnostic Steps

It is recommended to identify and use the accompanying error messages to troubleshoot the problem at hand. In the above case, it would be NET-01218.

Solution

Follow the suggestions and recommendations outlined for the supporting error message(s) to resolve the problem at hand.

SRB-00041: can't do SISNAPI handshake

Symptom or Error Message

SBL-SRB-00041: can't do SISNAPI handshake

This is an error message that is usually accompanied by error message(s) that belong to other facilities. The accompanying error message(s) are more indicative of reason for failure. For example:

SMI-00033: The client exited without closing the SISNAPI connection
NET-01033: The SISNAPI handshake timed out, the Siebel Service may not be running
SRB-00041: can't do SISNAPI handshake

Cause

Since this is an accompanying error message no specific causes can be outlined. However, if the environment consists of more than one Siebel server within a Siebel enterprise server, it is possible that this error message get reported in the logs during Siebel server shutdown. The reason being that the Server Request Broker component (SRBroker) communicates with SRBroker's on all other Siebel server(s) within a given enterprise, and with Server Request Processor (SRProc) on the same server. When one of the SRBroker exits/is shutdown, the SRBroker that is still running might report the above error message. In the same manner, if the SRProc exits prior to the SRBroker similar error messages are reported.

Diagnostic Steps

If the multiple Siebel server(s) scenario outlined above is not applicable in this case then it is recommended users identify and use the accompanying error message(s) to troubleshoot the problem at hand. In the above case, it would be NET-01033.

Solution

Follow the suggestions and recommendations outlined for the supporting error message(s) to resolve the problem at hand. If the error is reported in the multiple Siebel server(s) scenario these errors can be ignored.

SRB-00047: (null) with key [(null)] is not available

Symptom or Error Message

SBL-SRB-00047: %1 with key [%2] is not available

This is an error message that is usually accompanied by error message(s) that belong to other facilities. The accompanying error message(s) are more indicative of reason for failure.

Cause

Since this is an accompanying error message no specific causes can be outlined. However, there are situations when this error is reported when a component attempts to contact Server Request Broker (SRBroker) and SRBroker happens to be unavailable/shutdown.

Diagnostic Steps

It is recommended to identify and use the accompanying error messages to troubleshoot the problem at hand. Also verify the state of SRBroker component.

Solution

Follow the suggestions and recommendations outlined for the supporting error message(s) to resolve the problem at hand. Users might have to restart the Siebel server service(s) if SRBroker is shutdown in order to bring it back up. If the problem persists contact Siebel Technical Support.

SRB-00051: no connection for the component

Symptom or Error Message

SBL-SRB-00051: no connection for the component

This is an error message that is usually accompanied by error message(s) that belong to other facilities. The accompanying error message(s) are more indicative of reason for failure.

Cause

Since this is an accompanying error message no specific causes can be outlined.

Diagnostic Steps

It is recommended to identify and use the accompanying error messages to troubleshoot the problem at hand.

Solution

Follow the suggestions and recommendations outlined for the supporting error message(s) to resolve the problem at hand.

SRB-00055: cannot store request or notification message

Symptom or Error Message

SBL-SRB-00055: cannot store request or notification message

This is an informative error message reported by SRBroker indicating problems with the SRProc component.

Cause

Likely causes for this error message are if:

1. Server Request Processor (SRProc) component is unavailable (or)

2. SRProc has encountered problems that prevent it from running successfully

Diagnostic Steps

To resolve this error, Siebel Technical Support would need to address SRProc's reason for failure.

Solution

Addressing SRProc's failure will eliminate this error message.

SRB-00061: process (%1) on Siebel Server (%2) terminated

Symptom or Error Message

SBL-SRB-00061: process %1 on Siebel Server %2 terminated

This is a generic error message reported when a process (%1) is terminated on the Siebel application server.

Cause

Failure of a component on the Siebel server results in the above error message. Refer to the specific components log file (in other words, component %1's log file) to further troubleshoot the components failure.

Diagnostic Steps and Solution

Not applicable

SRM – SERVER REQUEST MANAGER FACILITY

SRM-00001: Generic error : Cannot decode input data

Symptom or Error Message

SBL-SRM-00001: Generic error %1 %2 %3 %4

This error is usually reported in the Server Request Processor (SRProc) logs. The SRProc component is used to communicate requests between two Siebel components, for example – if a workflow process running within an instance of workflow process manager component needs to invoke an instance of communication outbound manager component, the SRProc component will facilitate this communication by accepting all input data provided by the requesting component and forward it to requested component. The requested component (in this case communications outbound manager) will use this data to start an instance of it.

Cause

The likely cause for this error is as indicated in the error message itself. The data provided is either incorrect or incomplete.

Diagnostic Steps

In most cases the data being exchanged is reported in the SRProc log file; if it is not reported one can increase the tracing to gather this detail.

Solution

As the nature of this error will vary from case to case, no specific guidelines or suggestions can be offered in these regards. Fixing the input data will correct the above error message.

SRM-00016: Process exited with error – Unable to initialize the Database environment

Symptom or Error Message

SBL-SRM-00016: Unable to initialize the Database environment -- %1

This error message is reported when the Siebel server or any of its components have trouble connecting with the database server. In every occasion, the above SRM error is almost always accompanied by other error message(s) that indicate the reasons for this failure.

Cause

Database connection failures can be due to several reasons such as incorrect username/password, incorrect data source, and network connectivity issues etc.

Diagnostic Steps

Identify the accompanying error message(s) as they offer greater insight into the exact reasons for failure. On most occasions the exact database server error code is also reported.

Solution

Investigating and troubleshooting based on the accompanying error message(s) is the recommended approach to addressing the database connection failure.

SSM – SISNAPI SESSION MANAGER FACILITY

SSM-00003: Unable to Establish SISNAPI connection

Symptom or Error Message

SBL-SSM-00003: Error opening SISNAPI connection

The above error message indicates problems encountered at the communication layer proprietary to Siebel Systems Inc. called SISNAPI. Since this indicates communication failures, in most occasions it is accompanied by error messages that offer greater insight into the exact cause for this breakdown.

Note:  Most likely errors from the "NET" facility are reported alongside as it is a communication failure.

Cause

Communication failures can occur on account of several reasons hence it is not feasible to document these.

Diagnostic Steps

Identify the accompanying error message(s) as they offer greater insight into the exact reasons for communication breakdown.

Solution

Investigating and troubleshooting based on the accompanying error message(s) is the recommended approach to addressing the sisnapi communication failure.

SSM-00004: SISNAPI Hello failed. The server component could be down

Symptom or Error Message

SBL-SSM-00004: SISNAPI Hello failed. The server component could be down.

As the error message suggests, there is a failure in communicating with the said server component. The request to connect to the component could have been initiated by a user, another component or an external application.

Cause

The likely causes for this failure could be:

1. The Siebel server might not be running

2. The said component might not be enabled, running or available on this Siebel server.

3. If the server and the component are up and running then the connect information being used to contact this component is incorrect.

4. Network connectivity problems preventing connection requests to get through.

If the above do not apply, then the accompanying error message(s) can offer further insight into the likely cause for failure.

Diagnostic Steps

1. Verify that the Siebel server and the said component are enabled and running.

2. Verify connect information for this component (verify connect string information within "eapps.cfg" on the SWSE)

3. Verify all Siebel entities (such as gateway server, Siebel application server(s) and database server and Siebel web server extension can communicate with each other)

Solution

1. Start up the Siebel Server and the said component if disabled/shutdown.

2. Correct the connect string information, if found to be incorrect.

3. If network connectivity is an issue, contact and work with the network administrator.

SSM-00006: error sending message

Symptom or Error Message

SBL-SSM-00006: error sending message

The above error is a generic message that is usually reported at times when an error occurs in the communication between the Siebel Web Server(s) Extension (SWSE) and the Siebel Application Server(s). This error manifests itself in the web server logs.

Cause

Likely causes for communication failures between SWSE and Siebel Application Server:

1. SWSE has incorrect information on how to connect to the object manager running on the Siebel Application Server.

2. The object manager(s) on the Siebel Application Server are not running, or do not have sufficient resources to service new requests.

3. Possible incorrect settings for parameters in the [ServerDataSrc] section of the application specific configuration file residing on the application server or from the Named Subsystem specified by the parameter 'OM – Data Source' ('ServerDataSrc' by default). For example, look at the Connect String which will be stored in the DSConnectString parameter of the Named Subsystem. The Application Name will be stored in the parameter 'Application Name' of the Server Component and the Repository Filename in the parameter 'Application Repository File' of the Server Component.

4. In case users are using Resonate, an incorrect setup/configuration or use of un-supported NIC cards could lead to failed communication could also attribute to this error.

5. If external authentication is being used (such as LDAP/ADSI) then the external server is up and running and the username/password is correct.

Diagnostic Steps

1. Ensure that the connect string details specified in the "eapps.cfg" are accurate – such as host name(s), application and enterprise server name(s), port's, VIP/IP addresses etc., sufficient anonymous user session settings.

2. Ensure concerned object managers are enabled and running, appropriate settings for MaxTasks, MinMTServers and MaxMTServers.

3. Verify the application specific configuration files (such as uagent.cfg for callcenter object manager) have correct information in them (specifically the following sections [ServerDataSrc], [GatewayDataSrc].) Or check the information in the ServerDataSrc and GatewayDataSrc Named Subsystems.

4. Verify the resonate set-up, installation and configuration against "Technical Note 316: Using Siebel with Resonate Central Dispatch".

Solution

1. Attempt to initially connect to the Siebel Application Server without the involvement of Resonate or external authentication.

2. Then add each of the above elements to the mix.

This allows methodical troubleshooting of the problem at hand and will allow users to hone in on the problem area.

SVR – SERVER COMMON LAYERS (SERVER/COMMON) FACILITY

SVR-00005: Stale or invalid Task handle

Symptom or Error Message

SBL-SVR-00005: Stale or invalid Task handle

SVR-00026: Unable to allocate shared memory
SVR-01045: No components configured !
SVR-00005: Stale or invalid Task handle
SVR-00029: Shared memory has not been initialized
SMI-00044: An instance of this Siebel Server is already running

The above error message is reported in the log files when the Siebel server fails to start up. In most occasions, one or more of the above error messages also accompany it.

Cause

These errors might be reported for the following known reasons:

 

1. There is a shared memory file that is maintained by each Siebel server under the "admin" directory of its root installation ($Siebel_ROOT\admin on both UNIX and windows). This file follows the naming convention [<$EnterpriseName>.<$ServerName>.shm]. It is built upon server startup, and destroyed upon shutdown. If this file cannot be created successfully upon server startup the above error message can be reported. Possible reasons for this file to be not created successfully are:
   1. The clean up routine upon shutdown did not clean this file possibly because of an abnormal termination of the Siebel server service.
   2. Possible disk space issues preventing creation of this file.
   3. Lack of permissions on this directory/folder or file by the service owner account.

2. A corrupt siebns.dat could result in the Siebel service not being able to start. (This corruption could be due to incorrect/corrupt entries in the file, or the "System Management" component group being accidentally disabled).

Diagnostic Steps

1. Ensure shut down of Siebel server service(s) are always organized and prior to the Siebel gateway server service.

2. Check if the above .shm file is present in spite of server shutdown, is a new version of it being created upon server startup?

3. Ensure adequate disk space and memory is available for the Siebel installation.

4. Ensure the adequate permissions (as documented in the server installation guide) are provided to the Siebel server service owner account.

5. Attempt to start the Siebel server service with a good, prior back up of the siebns.dat file. If it does start up successfully that would indicate that the file it was presently working with is corrupt for some reason. Forward the corrupt file to Siebel Technical Support.

Solution

1. If it is the order of the shutdown of the Siebel server services that was the cause for the error, revise shutdown procedure to adhere to the following order (Database Server > Web Server > Siebel Server(s) > Gateway Server).

2. After making a copy of the old *.shm (if it was left behind after a server shutdown), delete it and restart the service, and verify whether a new *.shm file is created and if that allowed the server to start up properly.

3. Provide for ample disk space and comply with the memory requirements of a typical Siebel installation.

4. Grant necessary privileges and permissions to the Siebel Server service owner account.

5. Work with Siebel Technical Support to address specific siebns.dat corruption issues.

SVR-00026: Unable to allocate shared memory

Symptom or Error Message

SBL-SVR-00026: Unable to allocate shared memory

This error message is most commonly reported alongside SVR-00005. Suggestions and recommendations for SVR-00005 apply for this error message as well.

Cause and Diagnostic Steps and Solution

Refer to SVR-00005 for more information.

SVR-00029: Shared memory has not been initialized

Symptom or Error Message

SBL-SVR-00029: Shared memory has not been initialized

This error message is most commonly reported alongside SVR-00005. Suggestions and recommendations for SVR-00005 apply for this error message as well.

Cause and Diagnostic Steps and Solution

Refer to SVR-00005 for more information.

SVR-00031: Attached to the wrong shared memory instance

Symptom or Error Message

SBL-SVR-00031: Attached to the wrong shared memory instance

As the error message indicates, the Siebel server upon startup associated itself with an older/prior version of shared memory file [<$EnterpriseName>.<$ServerName>.shm]. Most of the symptoms, suggestions and recommendations to troubleshoot SVR-00005 apply for this error message as well.

Cause and Diagnostic Steps and Solution

Refer to SVR-00005 for more information.

Note [for UNIX installations]: In addition to the suggestions above, there might be a need to clear an additional temporary file (delete only if present after server shutdown) so as to allow creation of a new copy of it upon server startup. The file follows the naming convention of osdf.<$EnterpriseName>.<$ServerName> and resides in $SIEBEL_ROOT/sys (where $SIEBEL_ROOT is the Siebel server's root installation directory).

SVR-01013: Internal: Cannot open a sisnconn to the scheduler: (null)

Symptom or Error Message

SBL-SVR-01013: Internal: Cannot open a sisnconn to the scheduler: %1

The above error message is usually reported alongside error:

NET-01201: Internal: connect() failed: %1.

It is reported when a connection attempt fails. This connection could have been between a user and a component or a component and a component. "%1" usually contains a more indicative cause for the failure. At times, an additional error message is also generated that accompanies it. The supporting error message(s) hold valuable context information that can assist in the troubleshooting process.

Cause and Diagnostic Steps and Solution

Follow the suggestions and recommendations indicated for NET-01201 to resolve this error message.

SVR-01014: Internal: Could not send the HELLO message: (%1)

Symptom or Error Message

SBL-SVR-01014: Internal: Could not send the HELLO message: %1

The above error message is usually reported alongside error:

NET-01033: The SISNAPI handshake timed out, the Siebel Service may not be running

This error is reported when an attempt to establish communication with a Siebel application server or server component running on it fails. The request can be initiated by a user (such as at the time of initiating a zero foot print client session via the browser OR a Siebel remote sync client session initiated by a mobile user) OR when one server component is attempting to kick off an instance of another component (such as MQSeries Receiver component kicks off a Business Integration Manager task when it receives a message from the MQ Series messaging interface).

Cause and Diagnostic Steps and Solution

Follow the suggestions and recommendations indicated for NET-01033 to resolve this error message.

SVR-01015: Internal: Could not send a SISNAPI message: (%1)

Symptom or Error Message

SBL-SVR-01015: Internal: Could not send a SISNAPI message: %1

NET-01034: The SISNAPI connection was closed by the peer
SVR-01015: Internal: Could not send a SISNAPI message: (null)

The above error message is reported when an established connection/session between 2 entities (user-component, component-component) is terminated, or if a server component is shutdown. The NET-01034 error is usually reported alongside it.

Cause and Diagnostic Steps and Solution

Follow the suggestions and recommendations indicated for NET-01034 to resolve this error message.

SVR-01042: Internal: Communication protocol error while instantiating new task

Symptom or Error Message

SBL-SVR-01042: Internal: Communication protocol error while instantiating new task

The above error message is reported when an error is encountered while attempting to instantiate a new instance of a given component and is generic. As to why the error has occurred, one needs to review the accompanying error messages which will help provide context and more detailed information. For example, the following error was reported while instantiating a new task for the Generate Triggers server component.

SVR-01042: Internal: Communication protocol error while instantiating new task
ESC-00203: Required parameter Table Owner Password is missing.

Cause

As indicated it is the accompanying error message that holds the key to identifying the context and reason for failure. In this case, a failure was encountered because one of the required parameters for the component to be executed was not specified.

This error could also be reported under the following circumstances:

1. When a specific parameter(s) is not or incorrectly specified for the component.

2. If the component has run out of resources to instantiate a new one (check MaxTasks and Max MT Servers for this component)

3. If the component is offline, shutdown or terminated for some reason.

Diagnostic Steps

1. Identify the supporting error messages to help build context for the error.

2. Identify the component that reported this error.

3. Verify all required parameters for the component have been properly specified and are valid.

4. Verify ample tasks have been allotted for this component and the component is up and running (enabled).

Solution

Since this is a more generic error message it is not feasible to document a specific solution to it.

SVR-01045: No components configured !

Symptom or Error Message

SBL-SVR-01045: No components configured !

This error message is most commonly reported alongside SVR-00005. Suggestions and recommendations for SVR-00005 apply for this error message as well.

Cause and Diagnostic Steps and Solution

Refer to SVR-00005 for more information.

SVR-01051: SISNAPI connection refused, the server could be down: (%1)

Symptom or Error Message

SBL-SVR-01051: SISNAPI connection refused, the server could be down: %1

The above error message indicates that the Siebel server or component that is being contacted is not reachable. As SISNAPI is Siebel Systems Inc internal communication protocol, errors reported at this layer are usually accompanied by NET errors as well. For example: NET-01218 : Connection refused by server aufin3, no one is listening on port 49166.
SVR-01051: SISNAPI connection refused, the server could be down: (null)

Cause

This is a generic error message by itself, indicating failures at the communication layer which could have been caused for several reasons. A few of the reasons could be:

1. Either the Siebel server service is not running

2. (Or) if running, then the specified component is not available (the component could be shut down/disabled),

3. (Or) if the component is running then incorrect connect information to reach this component is the cause for failure.

4. In most cases this is accompanied by a supporting error message that holds further context as to why the error is being reported.

Diagnostic Steps and Solution

Identifying the accompanying NET error message and following the suggestions and recommendations indicated in the NET error is the recommended practice.

SVR-03004: No enterprise connect string for Siebel Component <Comp_Name> in Siebel Enterprise <Enterprise_Server_Name>

Symptom or Error Message

SBL-SVR-03004: No enterprise connect string for Siebel Component %2 in Siebel Enterprise %1

The above error message is reported when an attempt to connect to a certain Siebel server component fails.

Cause

Most likely cause for this error message is an incorrect Siebel Enterprise Server value.

Diagnostic Steps

1. Check the connect string(s) eapps.cfg file to ensure that the enterprise server name is correct. Here is a sample connect string – section in bold is what users need to verify for its correctness.

   
   [/eservice]
   ConnectString =
   Siebel.TCPIP.NONE.none://<gateway_host_name>:2320/
   <Enterprise_Server_Name>/eServiceObjMgr/<Siebel_Server_Name>
   

2. Check the component parameters to ensure that the enterprise server name is correct.

Solution

If the enterprise value is incorrect, update it either from "srvrmgr" command line, or from the Server Administration UI screens to the right value.

SVR-03005: No server connect string for Siebel Component <Component_Name> in Siebel Enterprise <Enterprise_Server_Name>, Siebel Server <Siebel_Server_Name>

Symptom or Error Message

SBL-SVR-03005: No server connect string for Siebel Component %3 in Siebel Enterprise %1, Siebel Server %2

This error message is reported since the Siebel Web Server Extension (SWSE) cannot connect to the said Siebel object manager using the connection details as specified in the connect string or in the application specific configuration file (*.cfg). A user or an external application could have initiated the connection request.

Cause

There are several known causes for this failure:

1. Siebel Server might not be up and running.

2. If server is running, the said component group (and hence the component under it) might be unavailable.

3. Incorrect/Incomplete value for the Siebel Server parameter for the said component causing the connection to fail.

Diagnostic Steps

1. Verify Siebel Server is up and running.

2. Verify the component group to which the component belongs is enabled, and the component is enabled/running.

3. Verify the value for the Siebel Server parameter for the component is present and correct.

Solution

The Siebel Server parameter value is specified in two locations:

1. The connect string for the application/component users are invoking is maintained in the "eapps.cfg" file. Here is a sample connect string – section in bold is what users need to verify for its correctness.

   
   [/eservice]
   ConnectString =
   Siebel.TCPIP.NONE.none://<gateway_host_name>:2320/<Enterprise_Server_Name>
   /eServiceObjMgr/<Siebel_Server_Name>
   

2. The [ServerDataSrc] section of the application specific configuration files [application users are attempting to connect to using the Siebel Dedicated Web client, for example uagent.cfg for the call center application]. Section in bold is what users need to verify for its correctness.

   
   ConnectString      = ODBC_datasource_name
   ...
   GatewayAddress     = the_gatewayhost_name
   EnterpriseServer   = the_enterprise_name
   RequestServer      = the_Siebel_server_name
   ...

Note:  In both occasions, note that the value for <Siebel_Server_Name> parameter is the Siebel Server's logical name and not the Siebel Server's host name or IP address.

SVR-04021: Internal: error executing OSSystem()

Symptom or Error Message

SBL-SVR-04021: Internal: error executing OSSystem()

The above error by itself does not provide sufficient context to troubleshoot the issue. It is usually accompanied by additional error messages outlining the specific process/call that it was unable to execute. For example in the case below:

OSD-00034: Internal: Cannot create a new process (2)
SVR-04021: Internal: error executing OSSystem() C:\Program Files\Resonate\bin\CDAction.exe -t 300 127.0.0.1 ****** status

Cause

As in the above example, the specific process it was unable to create was for "CDAction.exe", which is a Resonate executable. It was determined that the above executable was not present as all the components of the Resonate software were not selected upon installation – so the installation in essence was incomplete. Subsequent installation of these components resolved the issue.

Diagnostic Steps

Use the additional error messages to build sufficient context and know-how about where and for what reasons the error is being reported. This should assist in the troubleshooting as demonstrated in the above case.

Solution

Not applicable since it is a generic message by itself.

---

Attachment 477442.1:2

Applies to:

Siebel System Software - Version: 7.7.2 [18325] - Release: V7
z*OBSOLETE: Microsoft Windows Server 2003
Product Release: V7 (Enterprise)
Version: 7.7.2 [18325]
Database: Oracle 9.2.0.4
Application Server OS: Microsoft Windows 2003 Server
Database Server OS: Microsoft Windows 2003 Server

This document was previously published as Siebel SR 38-1771789606.
""""Checked for relevance on 21-Oct-2009""""

Symptoms

SBL-ADM-01042, SBL-NET-00000

When navigating to Site Map > Administration – Server Management > Servers, the customer reported the Server State of the Siebel Server showed “Login failed”

Cause

The following error message was shown in the Object Manager log file:

ServerLog    ProcessExit    1    0    2005-02-18 14:39:12    ServerMgr       24683     SBL-ADM-01042   Process exited with error - Login failed for specified username, password, and ODBC datasource combination.

Solution

The customer resolved this by modifying the Siebel Server service account so that it used a Windows domain account instead of a local machine account.

Applies to:

Product Release: V7 (Professional)
Version: 7.5.3.15 [16279]
Database: IBM DB2 8.1 FixPack 8
Application Server OS: Microsoft Windows 2000 Server SP 4
Database Server OS: Microsoft Windows 2000 Server SP 4

This document was previously published as Siebel SR 38-3474505617.

Symptoms

When we go to server administration and click on any topic the following message is displayed


We detected an Error which may have occurred for one or more of the following reasons:


(ssevent.cpp 14: 1396) error code = -1, system error = 0, msg1 = (null), msg2 = (null), msg3 = (null), msg4 = (null)<p>SBL-NET-00000: (sasess.cpp 9: 698) error code = 1800000, system error = 901042, msg1 = Login failed., msg2 = (null), msg3 = (null), msg4 = (null)<p> <p>SBL-ADM-01042: Login failed for specified username, password, and ODBC datasource combination<p> <p>(ssevent.cpp 14: 1396) error code = -1, system error = 0, msg1 = (null), msg2 = (null), msg3 = (null), msg4 = (null)<p>


What username password is referenced here, I do not have any username or passoword locked out on either the app or the database servers,

Solution

Message 1

For benefit of the other readers,

<Issue>
Srvrmgr.exe command with the following parameter failed with "SBL-ADM-01042: Login failed for specified username, password, and ODBC datasource combination"

CMD> srvrmgr /g <GatewayName> /e <EnterpriseName> /s <SiebelServerName> /u <username> /p <password>

However, odbcsql command for the ODBC data source name (Siebsrvr_siebel) that was used by Siebel Server, with the same username and password as above, connected to the DB2 database without error. Also web client users did not have a problem unless Server Administration View was accessed.

<Investigation.>
On Siebel 7.5.3.15, ServerMgr*.log file showed "Failed to connect to database" error, but the actual error code from the database was not recorded. To capture the error from DB2, ODBC trace was collected on the Siebel Server machine with the following steps.

- Open the command window and put the command line for the srvrmgr.exe. Do not hit enter just yet.
- Navigate to ODBC Data Source Administrator from the Control panel > Administration Tools.
- Click System DSN tab, then "Siebsrvr_siebel". Do not double-click.
- Click Tracing tab and set appropriate path name in the Log file Path field.
- Click Start Tracing Now button then click OK.
- On the command window, hit the enter key to confirm it fails to login.


[cont]

Message 2

After the steps, odbc log file generated on the "Log file Path" showed the error message "CLI0124E Invalid argument value. SQLSTATE=S1009 (-99999)". Further research indicated db2cli.ini might have problem. Since there was another Siebel Server environment which did not show any error on srvrmgr, db2cli.ini file from each server was compared.


<Resolution>
There were difference on db2cli.ini between APP1 (Working) and APP2 (Not Working). Following parameters were missing from one on APP2.

DBALIAS = dbname
TXNISOLATION = 1

Once they were added to db2cli.ini on APP2, srvrmgr ran without error.


Thank you

Applies to:

Product Release: V7 (Enterprise)
Version: 7.5.3.4 [16180]
Database: Microsoft SQL Server 2000
Application Server OS: Microsoft Windows 2000 Advanced Server SP 2
Database Server OS: Microsoft Windows 2000 Advanced Server SP 2

This document was previously published as Siebel SR 38-2207914495.

Symptoms

SBL-DAT-00222, SBL-SRB-00061, SBL-NET-01023, SBL-NET-01033, SBL-ADM-01042

Hi : We had issue in our production environment where users can log in but they can't go to Server Admin screen

or Service Request screen or Srvrmgr using cmd prompt.

When user try to go to Server admin or server mgr screen they get the error message

"An error has occurred creating business component 'Enterprise Server' used by business object 'Server Admin'.

Please ask your systems administrator to check your application configuration.(SBL-DAT-00222) "

Srvrmgr also return fatal error when try to connect using Command Prompt.

We noticed all services are up and running and its able to maket new connection.All screens except Service

Request and Server Admin screen works fine.

This happen 3 times in a row .First time we noticed Gatewy failed over to another box and it started giving

error. We could not figure our problem with 2nd or 3 rd time.

We also noticed these error message on
Web server
" error 1030 : 42*SBL-SMI-01000: The server is shutting down1*016*smimtpool.cpp 504*14450*0*0*0*

"GUESTERM Attempting to open a session ...
SisnTcpIp    SisnSockError    1    2005-06-27 14:53:51       304: [TCPIP-client] recv() failed for sd=6900

(err=10054 | A existing connection was forcibly closed by the remote host (peer).)SisnTcpIp    SisnSockError    1    

2005-06-27 14:53:51     3760: [TCPIP-client] recv() failed for sd=13528 (err=10054 | A existing connection was

forcibly closed by the remote host (peer).)GenericLog    GenericError    1    2005-06-27 14:53:51    

(ssmsismgr.cpp 83(276) err=1801023 sys=0) SBL-NET-01023: Peer disconnectedGenericLog    GenericError    1    

2005-06-27 14:53:51    Login failed for Login name : GUESTERMGenericLog    GenericLog    0    

2005-06-27 14:53:51     [1892] ERROR   1892: [SWSE] Open Session failed (0x6ce5) after      0.0859 seconds.
"
"ERROR   1736: [SWSE] a broken connection request failed.
GenericLog    GenericLog    0    2005-06-27 14:54:11     [1736] DETAILS   1736: [SWSE] Closing Session :

siebel.TCPIP.NONE.none://139.64.48.219:...

Solution

Message 1

For the benefit of other readers.

Behavior: Memory Leak in Siebel Gateway.
1. Gateway stopped and since customer have cluster it switched the node and continue to run in second node.
2. Not able to access Administration screens. Despite customer used LDAP they were accessing Administration Screens through Database Authentication.
3. Not able to access Service screens. Probably customer had some script or configuration that called the Gateway.

Errors found in log files:

GenericLog    GenericError    1    2005-06-27 10:07:27    Specified username: LDAPUSER
err=901042 sys=0) SBL-ADM-01042: Login failed for specified username, password, and ODBC datasource combination

6/10/2005    9:14:41 PM    Application Popup    Information    None    26    N/A SIEBEL-OBJ2    "Application popup: siebsvc.exe - Application Error : The instruction at ""0x77fcca16"" referenced memory at ""0x00000004"". The memory could not be ""written"".

6/10/2005    1:17:25 PM    Application Popup    Information    None    26    N/A SIEBEL-OBJ2    "Application popup: siebsvc.exe - Application Error : The instruction at ""0x77fcca14"" referenced memory at ""0x00300032"". The memory could not be ""written"".

In Performance Monitor we see that the service siebsvc.exe is continuously leaking private bytes until it stops. Siebel Gateway was consuming 1.5 GB of memory usage and this is much more than a normal to a Gateway service would use.

Message 2

From UserDump output we could see there was high number of threads in Gateway Server in dump files: more than 1400 threads. This is not normal and it seems that threads are being created and are not being released successfully.

The analysis of the dump shows the following call stack:
ntdll!ZwWaitForSingleObject+0xb
msafd!SockWaitForSingleObject+0x1a8
msafd!WSPRecv+0x1e9
WS2_32!WSARecv+0x8a
WSOCK32!recv+0x31
sslcnapi!CSSSISTcpIpSrvr::Read+0x27
sslcnapi!CSSSISConn::_Read+0x20
sslcnapi!CSSSISConn::_ReadMsg+0xb
sslcnapi!CSSSISConn::ReadMsg+0x16
sssans!NSClient::Run+0x26
sssans!CSSNameserver::WriteBackingFile+0xe5
sslcosd!OSDCreateThread+0x1dd
sslcosd!OSDCreateThread+0xfc
MSVCRT!_endthreadex+0xc1
KERNEL32!BaseThreadStart+0x52


This is the same call stack of Change Request 12-QE875L.
In that case the memory leak was caused when Java Data Bean call getBusComp("Server Component"), The OM will establish a SINAPI connection with Gateway. But this connection was not destroyed even after script deleted it "Server Component" BusComp. This leads to a memory leak in Gateway and causes a Gateway crash in the end.

This behavior has been fixed in Siebel 7.5.3.10 version and in Siebel 7.7 and later versions.

Siebel Technical Support.

Applies to:

Siebel CRM - Version: 7.5.2 [16007] to 7.8 [19038] - Release: V7 to V7
Sun Solaris SPARC (64-bit)
Product Release: V7 (Enterprise)
Version: 7.5.3.8 [16192]
Database: Oracle 9.2.0.4
Application Server OS: Sun Solaris 8
Database Server OS: Sun Solaris 8

This document was previously published as Siebel SR 38-3155380661.

Symptoms

SBL-CFG-00108, SBL-GEN-00000, SBL-OSD-02006, SBL-OSD-02011, SBL-OSD-00205, SBL-OSD-00204, SBL-SVR-04000, SBL-SVR-00106, SBL-SMI-00114, SBL-SMI-00049, SBL-SMI-00034, SBL-SMI-00057, SBL-SMI-00101, SBL-NET-01033, SBL-NET-01201, SBL-NET-01204, SBL-GEN-05009, SBL-ADM-01042, SBL-SCB-00005, SBL-SCB-00013, SBL-SSM-00004, SBL-SSM-00003

Hello,

We have been experiencing frequent situations when users are unable to log into the application.
We have recently applied Fix Pack 7.5.3.15 on top of Siebel 7.5.3.8.

Thanks!

Cause

Memory segment used by Mainwin was defined too small.

Solution

Message 1

For the benefit of other readers:

Customer uses Resonate and Netegrity Siteminder for Web Single Sign-On.
Users are getting Server Busy Error when trying to log into Sales and eChannel Applications, but only for ENU locale.

Currently logged users are working fine, and users are able to successfully log into applications for other locales, such as FRA.

If the system is rebooted, everything comes up again and users can log in normally.
This behavior is being reproduced every day, during peak hours.

We have reviewed Siebel Web Server Extension log files, and found several occurrences of SISNAPI Hello handshake timing out:

    Hello handshake to (...) timed out in 60 secs
    SBL-NET-01033: The SISNAPI handshake timed out, the Siebel Service may not be running

After 11 retries, the following is being logged by SWSE:

    SBL-SSM-00004: SISNAPI Hello failed. The server component could be down.
    Open(..., 60, 3600) = [NULL, 2100101]
    Open Session failed (0x6ce5) after    711.2367 seconds.
    OpenSession Timing:   711.23671 seconds
    New anon session open failed.
    Could not get an anon session...PROBLEM
    after the timeout/broken anonymous connection impersonate failed. Login failed attempting to connect to %1
    Set Error Response (User: Session: Error: 00027877 Message: Login failed attempting to connect to...)
    Login failed. SBL-SMI-00101: The server is busy, please try again later.

No Application Object Manager log files are being generated for those failing connections.
We noticed that all Siebel Servers contain many 5 MB core dump files.
According to pstack and pmap outputs, the complete Call Stack of the processes that crashed is always the following:

    libkernel32.so    sys_setup (be395d50, be392d4c, 0, be395cf4, 0, be3a65a0) + 498
    libkernel32.so    MwKernel32Init (3, be39aa60, be39aa5c, be39aab0, b9ca0, ffbef147) + 4b8
    libgdiuser32.so    MwMainwinInit (1, be73f6f0, 2, 3, a89b4, ffbeea80) + 298
    siebmtshmw    mainwin_init (0, 0, 0, 0, 0, 51e40) + 8c
    libkernel32.so    MwInitDLL (be744980, be722478, 0, be78cabc, be392d4c, bdfeae98) + 20
    libgdiuser32.so    void _Initializergdiuser_33_32::pre_construct() (be73f6f0, bdfeaf74, 15688, 20, 13984, be7448e0) + 44
    libgdiuser32.so    _init    (0, bfbde7a8, bfbde0c4, bfbde7a8, 31fcc, bfbb00ac) + 48
    ld.so.1        call_init (0, 0, bfbde270, bfbde7a8, 200000, bdc000a8) + 198
    ld.so.1        setup    (bfbde0d0, bfbde190, bfbde7a8, bfbe0f20, 0, bfbde0c4) + 13a8
    ld.so.1        _setup   (7, b00, ffffffff, ffffffff, bfba0000, ffbef070) + 3e8
    ld.so.1        _rt_boot (0, 0, 0, 0, 0, 0) + 88
            ???????? (0, 0, 0, 0, 0, 0)


Error messages related to the crashes were logged in the Enterprise Server log file:

    Created server process (OS pid = 12098) for Siebel Server Scheduler with task id 15255
    <NoCompName>    15255     SBL-OSD-02011   Process exited with error - Process exited because of a segment violation (SIGSEGV)

This means that a Server Component needed to start a new process in order to handle more tasks, but the process startup failed during Main Win Initialization.
This caused the Component to crash.

The log file does not show us the Component name, but if this was an Object Manager, new users would be unable to login, while current sessions would not be affected.

A new Multithreaded Server Process is started for an Object Manager whenever the process currently running reaches the MaxTasks/MaxMTServers ratio.
This happens only for Components with a certain amount of concurrent user sessions.
That could explain why this behavior affects only some specific Object Managers (probably the ones with higher demand for user sessions).
It also explains the timeout error messages we found in the Siebel Web Server Extension log files.

There are some known situations that could cause this behavior to happen, as described in the following document:

    Document 478173.1 : MainWin Crashes Causes Component Restart Failure on UNIX

Customer checked all possible causes mentioned in Alert 1174, but everything seems fine.


This was determined as being caused by a memory segment used by Mainwin which was defined too small.
The resolution is to set $MW_GMA_SEGSIZE environment variable in siebmtshw shell script.
We suggest to add the following to $SIEBEL_ROOT/bin/siebmtshw, above the “exec siebmtshmw $@” line:

    export MW_GMA_SEGSIZE=0x1000000

Then, restart the Siebel Server for this change to take effect.

For further details, please refer to the following document:

   Document Doc ID 503016.1 : Memory allocation failure brings system down

Setting MW_GMA_SEGSIZE environment variable to 0x1000000 avoided reoccurrences of the crash.

Thank you,