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SBL-SCM-00018: Could not open connection to Siebel Gateway

Applies to:

Siebel System Software - Version: 7.5.3.11 [16199] and later   [Release: V7 and later ]
z*OBSOLETE: Microsoft Windows 2000
Product Release: V7 (Enterprise)
Version: 7.5.3.11 [16199]
Database: Microsoft SQL Server 2000 SP 2
Application Server OS: Microsoft Windows 2000 Server SP 2
Database Server OS: Microsoft Windows 2000 Server SP 2

This document was previously published as Siebel SR 38-2846624411.

Symptoms

SBL-DAT-00222, SBL-SDM-00109, SBL-SCM-00018 We moved our Siebel Test Environment Server machines from one domain to another. Consequently, the server machine names were changed.

When the servers had been commissioned on the new domain we uninstalled Siebel from the Siebel Application Server and reinstalled it using the new hostnames where needed.

Now when we access the Server Admin screens either through the Web Client or Dedicated Client we get the following error.

An error has occurred creating business component 'Server Server' used by business object 'Server Admin'. Please ask your systems administrator to check your application configuration.(SBL-DAT-00222)<p>Error from Admin Server, SBL-SCM-00018: Could not open connection to Siebel Gateway configuration store (LNGWOKAPPT030:2320)(SBL-SDM-00109)<p>

Other screens in the application work as expected when using either client type.

When we use srvrmgr utility on the command line we get the error

Fatal error (3900018): Could not open connection to Siebel Gateway configuration store (%1:%2), exiting...

We used the same Siebel Enterprise Server and Siebel Server Names as before only the server machine names have changed.

We can ping the app server lngwokappt030 from the web server lngwokiist030 and desktop PCs running the clients.

Please help us diagnose.

Cause

EnableFQDN parameter in the Siebel application object manager cfg file had not been set.

Solution


For the benefit of other users:

The customer found that the EnableFQDN parameter in the Siebel application object manager cfg file had not been set.

After setting this parameter and restarting the siebel server and gateway services, it is now possible to access srvrmgr and server administration screens.

Siebel Technical Support recommends the customer uninstall the Report Server from this machine based on Bookshelf > Siebel Reports Administration Guide > Chapter 1 “Installing the Siebel Reports Server for Microsoft Windows” > Section “Siebel Reports Server Installation” > Oracle also recommends that Actuate e.Reporting Server not be installed on a machine where other Siebel products reside (except for Siebel Report Server Access)

Customer is recommended to install the Report Server in a separate machine following the instructions in Bookshelf.





Applies to:

Siebel eCommunications - Version: 8.0 [20405] to 8.1.1 [21112] - Release: V8 to V8
Information in this document applies to any platform.

Symptoms


A new Siebel server installation does not start up. The services gets started and stop within two minutes. Siebel gateway services can be started fine.

ERROR:
------
No error is displayed for the Administration/user

Following errors are found in the log files:
NameSrvr.log
SBL-SEC-10018: [DataDirect][ODBC Oracle driver][Oracle]ORA-12154: TNS:could not resolve the connect identifier specified
SBL-SEC-10007: The password you have entered is not correct. Please enter your password again

SiebSrvr.log

SBL-SCM-00018: Could not open connection to Siebel Gateway configuration store
SBL-SVR-00005: Stale or invalid Task handleScfEventLog
SCFMessageFacility::s_pSCFMsgFacLock is null and hence the SCFMessageFacility cannot be initializedIPCLog
SBL-SCM-00018: Could not open connection to Siebel Gateway configuration store

ENVIRONMENT:
------------
Siebel application version 8.1.1 on Windows 2003, Oracle Database

STEPS:
------
starts the gateway service
starts the siebel service

Cause


The issue is caused by the following setup:
- there was two Oracle clients installed on the server machine : Oracle 10.2.0 and Oracle 10.1.10
- tns entries was incorrect setup

Solution

For the benefit of other readers:

To implement the solution follow the steps:

1) if you have more than one Oracle client installed, check that the Oracle environment variables is pointing to the Oracle client that you want to use
2) for this Oracle client, check on tnsnames.ora for the tns alias
3) ensure that you can connect fine using sql*plus through this tns alias
4) if not, work with your dba to be able to connect fine
5) once you can connect from tns alias, check that Siebel ODBC also works fine. For this go to ODBC Data Source, System DSN tab, double click on the odbc created by the Siebel installation

In this case, after adjusting the tns alias from tnsnames.ora Siebel Server came up fine.
 




Applies to:

Siebel Partner Portal - Version: 8.1 [21039] and later   [Release: V8 and later ]
Siebel System Software - Version: 8.1 [21039] and later    [Release: V8 and later]
Information in this document applies to any platform.

Symptoms

Unable to connect to Siebel Server Manager version 8.1 or any Siebel application on Oracle Enterprise Linux 4.0 after attempting to delete archived logfiles and thereafter regenerating the Gateway service definition file (SVC.GTWYNS.) because the Siebel server services failed to respond (start/stop). The following error message is displayed:

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

where %1 is of the form Host:Port

Cause

The Gateway service definition file (SVC.GTWYNS.) had been generated with an incorrect set of parameters using the utility SIEBCTL. This has been proven by comparing the definition file from a working environment.

Solution

If a working backup of the service definition file can not be identified then run the utility SIEBCTL (specific to UNIX implementations in this example) given a root installation directory of say /siebel as follows:
  1. Source the Gateway installation
    cd /siebel/gtwysrvr
    . ./siebenv.sh
  2. Stop the Gateway service
    stop_ns
  3. Backup existing SVC.GTWYNS. service definition file
    cp sys/svc.gtwyns. sys/svc.gtwyns.backup
  4. Run the following command to delete the existing service definition file
    siebctl -S gtwyns -d
  5. Run the following command to add a new service definition file
    siebctl -S gtwyns -a -g "/f /siebel/gtwysrvr/sys/siebns.dat /t 2320 /c /siebel/gtwysrvr/bin/gateway.cfg"
  6. Start the Gateway service
    start_ns
 

Applies to:

Siebel Finance Service - Version: 8.1.1.6 [21233] and later   [Release: V8 and later ]
Information in this document applies to any platform.

Symptoms


On : 8.1.1.6 [21233] version, Installation

When attempting to start 6 newly added Siebel Servers to an existing environment, the following errors occur.

SiebSrvr.log
SBL-SCM-00018: Could not open connection to Siebel Gateway configuration store (cvnfw8ga:2320)

NameSrvr.log
[DataDirect][ODBC Oracle driver][Oracle]ORA-12516: TNS:listener could not find available handler with matching protocol stack
SBL-SEC-10018: [DataDirect][ODBC Oracle driver][Oracle]ORA-12516: TNS:listener could not find available handler with matching protocol stack
SBL-SEC-10007: The password you have entered is not correct. Please enter your password again.

Cause

Number of Processes parameter too small at the Oracle db server settings



Solution

Increase the pfile or spfile setting for PROCESSES

References

NOTE:240710.1 - Intermittent TNS-12516 or TNS-12519 Errors When Connecting Via Oracle Net




Applies to:

Siebel CRM - Version 8.1.1 [21112] and later
Information in this document applies to any platform.
***Checked for relevance on 10-SEP-2012***

Description

With Siebel CRM version 8.1.1 it can happen that the gateway service is unresponsive under high load. In such a scenario, no more client connections from server manager can be established or an entire siebel server node and additional application object manager (AOM) processes can not be started.

Occurrence

 You might run into this behavior when you run Siebel CRM version 8.1.1 or above and run an enterprise with more than 10 defined application servers or when enterprise configuration updates to the siebns.dat file are made. You are observing slowness in enterprise startup in general.

Symptoms

Once it has been verified that the gateway service is up and running, the database can be accessed and the correct passwords are provided, if you then get one of the below error messages you might be facing the issue discussed here:
 a)   The srvrmgr command needs a very long time to connect to a single server using the /s switch or returns the following error after a while in srvrmgr.log file:
NameServerLayerLog      Error   1    000000024f5f0132:0      2012-03-13 10:12:21     Unable to connect to the gateway server.
GenericLog      GenericError    1       000000024f5f0132:0      2012-03-13 10:12:21     NSC - ErrCode 5009  SysErr 0 
GenericLog      GenericError    1       000000024f5f0132:0      2012-03-13 10:12:21     (scmnsclnt.cpp (135) err=2555922 sys=2) SBL-SCM-00018: Could not open connection to Siebel Gateway configuration store (localhost:2320).
b)   An Object manager process is terminating during startup. When running the srvrmgr command "list procs for comp <compname>", processes are stuck in the "Starting" state and never transition to a state of "Running" or "Online"
c)   The siebsvc server  scheduler process service is exiting, no processes are started and in the Siebsrvr.log file the following error can be found:
NameServerLayerLog      Error   1       0000fb2e4f7100de:0      2012-03-27 08:56:09     Unable to connect to the gateway server.
GenericLog      GenericError    1       0000fb2e4f7100de:0      2012-03-27 08:56:09     NSS - ErrCode 5009  SysErr 0
GenericLog      GenericError    1       0000fb2e4f7100de:0      2012-03-27 08:56:09     (scisvc.cpp (1391) err=1311765 sys=0) SBL-SVR-01045: No components are configured.
GenericLog      GenericError    1       0000fb2e4f7100de:0      2012-03-27 08:56:19     (siebsvc.cpp (221) err=2555922 sys=0) SBL-SCM-00018: Could not open connection to Siebel Gateway configuration store ((null):(null)).
d) The siebns.dat file is recreated multiple times per minute. You can observe a temporary file called siebns.dat.new frequently listed in the folder where siebns.dat is located.
e) You are also running into this issue if none of the above errors occur but you notice increased startup times when adding servers to the enterprise.
   

Workaround

The following three bugs have been created to address this behavior:
  • Bug 12561457: GATEWAY SERVER CONSUMING HIGH CPU.
This has been fixed in Fixpack 8.1.1.8
  • Bug 13827461: SIEBNS.DAT FILE COMPACTION AND OPTIMISATION
Thas been fixed in Fixpack 8.1.1.6.
  • Bug 13827574: EXTRA SRVRMGR CONNECTIONS CAUSING PERFORMANCE ISSUES
This has been fixed in Fixpack 8.1.1.6.

Currently there exist Quick Fixes for the following Fixpacks to address these issues:

Customers that are looking to accelerate the enterprise startup process should apply these Quick Fixes regardless if one of the above errors is encountered or not. They should benefit from the optimized siebns.dat write performance in any case.

To mitigate the issue on versions where currently no quickfix does exist, the following workarounds have helped to reduce the load put on the gateways siebsvc process:
a) do not start many siebel servers concurrently. Starting each server with a delay of 3-5 minutes will give gateway sufficient time to handle all incoming requests.
To monitor when a server has completely started up, you can either run the srvrmgr "list procs for server <servername>" command and verify all processes are in running state or enable auditing by setting the gateway.cfg parameter EnableAuditTrail = TRUE. Then monitor the file nameserver_audit.log. The server has started up when no more lines are added to the audit file.
b) try to run as little srvrmgr commands as possible; use /i command file switch switch rather than to launch multiple srvrmgr in a row.
In case a system monitoring tool is used that makes frequent use of srvrmgr, it should be disabled or poll frequency reduced.
c) if you are starting lots of additional batch component processes after initial enterprise startup:
define a dedicated admin user that only has the Siebel administrator responsibility assigned and use this new account to start recurring batch components like Workflow, Assignment, EIM etc. The standard sadmin account has 228 responsibilities and all these are retrieved from the database for each gateway login. Reducing this to 1 makes the database login part of a gateway connection faster.
d) customers running Oracle 11g database might deploy the DRCP protocol to connect the gateways odbc source.
To setup a DRCP connection string see note How To Setup and Trace Database Resident Connection Pooling (DRCP) (Doc ID 567854.1). Then the gateways odbc source definition needs to be changed to use the new drcp tnsnames connection string. Tests have shown that gateways database login can be accelerated  with this DRCP  approach by up to 30% compared to the standard dedicated  database mode.
e) Configuration changes to the enterprise should only be done in a maintenance window.

To avoid the risk of frequent siebns.dat rewrites, configuration changes that require updates to the siebns.dat like for example adding new servers to the entrprise, assigning or unassigning components, changes in component definition etc should only be done when the enterprise is down or there is very little load during low volume business hours. In 24x7 deployments special care needs to be taken to find a period of very low activity.

Patches

Fixpack: 8.1.1.3 QF03CK
Fixpack: 8.1.1.4 QF0475
Fixpack: 8.1.1.5 QF0591
Fixpack: 8.1.1.7 QF0723

History

 .
SREGHEZZ [31-05-2012]: Added bug and doc refs, plus added patch download links under the 'Patches' section




Applies to:

Siebel Financial Services Call Center - Version: 8.1.1.1 [21211] and later   [Release: V8 and later ]
Microsoft Windows (32-bit)

Symptoms

On a clustered environment Gateway server, the environment was working fine. But, suddenly all attempts to connect to the Gateway through srvrmgr commands resulted in error message:
"SBL-SCM-00018: Could not open connection to Siebel Gateway configuration store (<GatewayServer>:2320)".

When it happened, the NameSrvr.log showed:
SBL-SEC-10018: Specified driver could not be loaded due to system error 8 (Siebel Oracle90 J:/sba81/siebsrvr).
SBL-SEC-10007: The password you have entered is not correct. Please enter your password again.
[TCPIP-server] recv() failed for sd=-1 (err=10038 | Socket operation on non-socket (invalid socket handle).)


Cause

-The message "system error 8" is a Windows Operating System message displayed when a server service fails to start. It stands for:
"ERROR_NOT_ENOUGH_MEMORY 8 (0x8)  Not enough storage is available to process this command".
Basically, it suggests an application is using a lot of Windows resources (memory). Hence, there was a possibility this error was related to a memory leak issue.

- This behavior was not related to the Gateway server implemented on a clustered environment.

- The siebsvc process of the Gateway was monitored and it was verified it grew from approximately 200 MB to almost 2 GB: there was a memory leak.

- Further investigation determined there were srvrmgr commands fired over time,  which caused a small memory leak with each new DB connection until it became a memory issue. This behavior is described in Bug 10572441 "Gateway memory leak due to DataDirect odbc driver".

Solution

Siebel 8.1.1.1 QF0125 addresses Bug 10572441.

In order to solve the behavior, follow the bellow steps:

1. Download Siebel 8.1.1.1 QF0125, patch number 9146659, from My Oracle Support site.

2. Review the readme file of the quick fix and follow carefully its configuration instructions, which include a parameter that should be added in DBSecAdpt Section of gateway.cfg/namesrvr.cfg:
[DBSecAdpt]
Parameter "GlobalConnections = TRUE"

3. Retest the issue. Notice the size of the gateway process (siebsvc.exe) should be monitored in order to verify if the behavior continues.

4. Migrate the solution as appropriate to other environments.

Notice Bug 10572441 has also been fixed in Siebel 8.1.1.3 fix pack. However, the parameter "GlobalConnections = TRUE" should still be added manually in DBSecAdpt Section of gateway.cfg/namesrvr.cfg




Applies to:

Siebel Life Sciences CRM - Version: 8.1.1.3 SIA[21219] and later   [Release: V8 and later ]
Information in this document applies to any platform.

Symptoms

The customer is encountering the error below when trying to navigate to Server Administration views:

SBL-SDM-00109: Error from Admin Server, SBL-SCM-00018: Could not open connection to Siebel Gateway configuration store (gtwyhost:2320).

Cause

The issue was caused by multiple enterprises configured for a single Gateway Server with different SADMIN password set for each enterprise.

Since Siebel 8.1.x, it has been implemented a security feature to avoid access to the Gateway Server information without being properly authenticated as a Siebel Administrator, and this is verified by connecting to the database using the password for UserName parameter and querying for the 'Siebel Administrator' responsibility.

Solution

The customer was recommended to create a dedicated Gateway Server for each Enterprise to avoid further conflicts, but finally decided to rollback the password changes to have the same SADMIN password used across the Enterprises.

Regards,

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