SBL-DAT-00803: %1: Preference file doesn't exist

Applies to:

Siebel System Software - Version: 7.8.2 SIA [19213] - Release: V7
z*OBSOLETE: Microsoft Windows Server 2003
Product Release: V7 (Enterprise)
Version: 7.8.2 [19213] FRA Fin Svcs
Database: Microsoft SQL Server 2005
Application Server OS: Microsoft Windows 2003 Server SP1
Database Server OS: Microsoft Windows 2003 Server SP1

This document was previously published as Siebel SR 38-3225794701.

Symptoms

Web services are used heavily on the project and there is a big difference of performance with the same Web Service if we use the SADMIN user or the EAIUSER for call of this Web Service.

These both user are the same definition in Siebel, and the log file of EAI object Manager are identical.

Have you an idea for explain this gap ?

Best regards

Cause

For the benefit of other readers, the customer experienced a difference in the execution time of an Inbound Web Service when connected with SADMIN or with a specific user, say EAIUSER. The comparison was done for exact same SOAP message passed, from same client and server.

Analysis of the EAI object manager log file with tracing shown that in case of user EAIUSER, the preference file did not exist in the file system.
When the EAI task starts, it tries to access the preferences file. When the file does not exist, it tries 5 times before giving up and continuing. In the log file, with at least tracing on event ObjMgrLog set at 5, the following can be seen.

5 times the following:
ObjMgrLog Debug 5 0 2007-01-16 06:50:56 SharedFileReader: \\myserver\SiebelFS\userpref\EAIUSER&Siebel Sales Enterprise.spf_CEPRDSIE01_5092_4740: Open iteration 0 failed. errcode = 2. 

Then:
ObjMgrLog Info 3 0 2007-01-16 06:50:57 (modpref.cpp (922)) SBL-DAT-00803: LoadPreferences: \\ myserver\SiebelFS\userpref\EAIUSER&Siebel Sales Enterprise.spf: Preference file doesn't exist.

The same thing is done at the end of the task to save the preferences.

With SADMIN user, the file existed, so open errors did not occur.  So in the case with EAIUSER, it introduced the delay in the execution time compared to SADMIN.

Solution

The file \\myserver\SiebelFS\userpref\EAIUSER&Siebel Sales Enterprise.spf was created and the performance were identical.

Applies to:

Product Release: V7 (Enterprise)
Version: 7.8.2.3 [19221] Com/Med
Database: Oracle 9.2.0.7
Application Server OS: Sun Solaris 9
Database Server OS: Sun Solaris 8

This document was previously published as Siebel SR 38-3360281273.

Symptoms

SBL-DAT-00803, SBL-JCA-00317, SBL-SMI-00126, SBL-NET-01034

Hi,

We are experiencing two unexpected behaviors when attempting to log into eCommunications:

1) The Login Page is not displayed. "Page Cannot Be Displayed" error after about 10 minutes.
2) The Login Page is displayed, but "Page Cannot Be Displayed" error after attempting to log in.

We are able to access the database via a Dedicated Client and can use the ServerManager commands.
We have already tried bypassing all Load Balancers and the LDAP Server unsuccessfully.
We are currently getting JCA Connection errors from Portal to Siebel.
We are seeing excessive CPU for Kernal and IOWait.

We are seeing some discrepancies with the mounted file system.
After removing the Anonymous User *.spf file from the userpref directory, we started getting the Home Page.
However, the system attempted to create the new file but it has 0 byte, and the file name convention is different, for example, <username>&<application>.spf_<hostname>_14084_13.

This seems to be related to file access rights, but we made everything 777 and still get the same error.
We know that this UNIX machine had some problems with this mount point after a power outage, but we do not know the details.
We turned up logging for eComm and SCBroker and the logs stop just prior to getting access the UserPref file.

For eCustomer, it looks like we can connect via JCA for the initial request (GetMDN), but then for the GetHierarchy we get an error and lose the JCA connection:

[SIEBEL ERROR] [2007-05-25 12:25:55.892] [SiebelConnection(1230636829)] Complex Account Hierarchy - Portal Services.GetHierarchyByUser FAILED on Connection (siebel.tcpip.none.none://<hostname>:2321/esblr/eCustomerCMEObjMgr_enu/!3.6e01.4893.46570dcc, INT_PORTAL with message <com.siebel.om.sisnapi.RequestException>
<Error><ErrorCode>8236</ErrorCode> <ErrMsg>OMRPC Request 4 on connection 18579 was abandoned after 60070 ms because it timed out. (SBL-JCA-317) </ErrMsg></Error>
</com.siebel.om.sisnapi.RequestException>

Thanks!

Solution

Message 1

For the benefit of other readers:

Users are getting “This page cannot be displayed – Cannot find server or DNS error” error message when trying to load the login page or after providing username and password.

After deleting the User Preferences File, this behavior was resolved, but the new user preference file was created with zero byte.
We have ruled out the possibility of this behavior being related to the situation described in Alert 1025: Siebel Server Components That Read or Write to Files on Solaris May Encounter Fopen() Behaviors.
We have checked all Operating System user limits.

After further investigation, customer found out that a lockd daemon process was not running on the server where the shared Siebel File System resides after the power outage.
All the other Siebel Servers have NFS mounts pointing to this server to access the shared File System.
Once lockd was started on that server, the behavior was no longer observed.

The following Service Requests helped troubleshooting this behavior:

    - SR # 38-2189622326: Unable to connect to Public Sector with SisnSockError
    - SR # 38-2176541931: Web client hangs when trying to login

Thank you,