SBL-SSM-00003: Error opening SISNAPI connection

Applies to:

Siebel System Software - Version 7.5.3 [16157] and later
z*OBSOLETE: Microsoft Windows 2000
Product Release: V7 (Enterprise)
Version: 7.5.3 [16157]
Database: Microsoft SQL Server 2000 SP3
Application Server OS: Microsoft Windows 2000 Advanced Server SP 4
Database Server OS: Microsoft Windows 2000 Advanced Server SP 4

This document was previously published as Siebel SR 38-1183053761.

***Checked for relevance on 02-NOV-2012***

Symptoms

SBL-SMI-00107, SBL-NET-01023, SBL-SSM-00004, SBL-SSM-00003, SBL-SSM-00006
Dear Tech Support,
We are having a serious issue with our Production url.
http://10.190.170.66/erm_enu
When we login to the url for the very first time,
We get a "Page Cannot Be Displayed" error
[Please look at the Screen shot -Error1.jpg]
When we look at the ERM Object Manager logs, we dont see any new task triggered for the ERM task.

If we refresh the screen, we get the login box, but with a "Page Cannot be Displayed" above the box.
[Please look at the Screen shot -Error2.jpg]
Now, the ERM object Manager log shows the following data:
"2021 2004-02-06 15:03:07 2004-02-06 15:23:14 +0530 00000009 001 001f 0001 09 ERMObjMgr_enu 43120 2640 3088 D:\sea753\siebsrvr\log\ERMObjMgr_enu_43120.log 7.5.3 [16157] ENUGenericLog    GenericError    1    2004-02-06 15:03:07    Invocation of Applet Menu New Service::NewExpense is not allowed.GenericLog    GenericError    1    2004-02-06 15:03:07    Invocation of Applet Menu New Service::NewTimeSheet is not allowed.GenericLog    GenericError    1    2004-02-06 15:03:07    Invocation of Applet Menu New Service::NewCommunication is not allowed.GenericLog    GenericError    1    2004-02-06 15:03:07    Invocation of Applet Menu New Service::NewCorrespondence is not allowed.GenericLog    GenericError    1    2004-02-06 15:03:07    Invocation of Search Client Service::OpenSrchCenter is not allowed.GenericLog    GenericError    1    2004-02-06 15:03:07    Invocation of Persistent Customer Dashboard::OpenDashboard is not allowed.GenericLog    GenericError    1    2004-02-06 15:03:07    Invocation of Persistent Customer Dashboard::ClearDashboard is not allowed.GenericLog    GenericError    1    2004-02-06 15:03:07    Invocation of Persistent Customer Dashboard::CloseDashboard is not allowed.GenericLog    GenericError    1    2004-02-06 15:03:07    Invocation of Search Client Service::AutoSearch is not allowed."

If we finally refresh the screen for the third time, we could finally get into the application.

Can you Please get back to us as soon as possible because this is seriously affecting our production environment.

Cause

Configuration/ Setup

Solution

Message 1

For the benefit of other readers:

The customer had to refresh the browser three times before the Siebel Application login page would load.

We initially determined that the cause of this problem was experienced outside of the scope of the Siebel Application, as the customer experienced the same behavior when attempting to display the default page of their Web Server.

It was determined that the customer was using a Cisco switch, configured with a Virtual IP address (VIP), to load balance two Web Servers. The initial page loading problem only occured when the client connection hit the VIP - if the client went to the Web Server specific URLs, the pages loaded on the first hit.

The load balanced configuration on the switch was verified as correct.

It transpired that one of the Web Server's Network cards did not have a Default Gateway Server IP Address. This was determined by running ipconfig on that machine. After providing the Default Gateway Server value and restarting the IIS Services, the initial hit and thus rendering the Siebel Login page, worked when using the VIP based URL.

Applies to:

Siebel System Software - Version 7.5.3 [16157] and later
z*OBSOLETE: Microsoft Windows 2000
Product Release: V7 (Enterprise)
Version: 7.5.3 [16157]
Database: Oracle 9i
Application Server OS: Microsoft Windows 2000 Advanced Server SP 4
Database Server OS: HP-UX 11i

This document was previously published as Siebel SR 38-1719219409.
***Checked for relevance on 11-NOV-2010***

Symptoms

SBL-NET-01201, SBL-SSM-00003
Hi,

We are experiencing occasional HTTP 500 errors with our Inbound HTTP EAI interface. We have two web servers dedicated to EAI requests that are load balanced using Windows 2000 NLB. These pass requests in a load balanced Resonate environment to two application servers both of which run the EAI Object Manager.

The vast majority of transactions are successful with each app server processing 30,000+ tasks each day. However, both of our web server logs show the following occasional error.

GenericLog GenericError 1 2005-01-17 16:31:27 (smconn.cpp 5(367) err=1801201 sys=10060) SBL-NET-01201: Internal: connect() failed: Connection timed out.
GenericLog GenericError 1 2005-01-17 16:31:27 (ssmsismgr.cpp 83(256) err=5600003 sys=0) SBL-SSM-00003: Error opening SISNAPI connection
GenericLog GenericError 1 2005-01-17 16:31:27 Login failed for Login name : tibcoadmin
GenericLog GenericLog 0 2005-01-17 16:31:27 [3208] ERROR 3208: [SWSE] Open Session failed (0x6ce5) after 22.9520 seconds.
GenericLog GenericLog 0 2005-01-17 16:31:27 [3208] ERROR 3208: [SWSE] Impersonate failed. Login failed attempting to connect to %1
GenericLog GenericLog 0 2005-01-17 16:31:27 [3208] ERROR 3208: [SWSE] Set Error Response (User: tibcoadmin Session: Error: 00027877 Message: Login failed attempting to connect to siebel.TCPIP.None.None://10.97.251.155:2320/sbl01p/EAIObjMgr_enu)
GenericLog GenericLog 0 2005-01-17 16:31:27 [3208] ERROR 3208: [SWSE] Error Child Messages : <0> Login failed attempting to connect to siebel.TCPIP.None.None://10.97.251.155:2320/sbl01p/EAIObjMgr_enu<1> Login failed. SBL-SSM-00003: Error opening SISNAPI connection
GenericLog GenericLog 0 2005-01-17 16:31:27 [3208] ERROR 3208: [SWSE] HTTP Status 500 : Error The service request could not be processed. Please check that the user name and password are correct, and that the request format is correct


If the problem persists, please contact the system administrator to get more detailed information and to check the system configuration.
GenericLog GenericLog 0 2005-01-17 16:31:27 [3208] ERROR 3208: [SWSE] Login failed. SBL-SSM-00003: Error opening SISNAPI connection

This error happens approximately 30 times a day on each web server and although this is a small % of total transactions it is important we eliminate these errors.
At the times the errors occur, we have found nothing in the app servers logs, nothing indicating a problem in the Resonate Message console, none of our hardware is under load (every server has an abundance of CPU and memory available), no indications of network problems exist

We are also curious as to the time period it takes for the timeout. The 22.9xxx seconds consistently appears in our logs and are wondering where this timeout is set. Is this configurable or this an internal value with the SWSE?

Cause

recommended TCP/IP settings were not implemented.

Solution

Customer implemented the TCP/IP registry changes described by the EVT tool on their web servers and application servers. After these changes the timeouts was almost completely disappeared.

HTTP_INACTIVE_CONN_TIMEOUT and SERVER_INACTIVE_CONN_TIMEOUT parameters only need to be set in each node (Machine) that is running Resonate in a Siebel Enterprise application but EVT recommended them on Web Servers too.
Change request # 12-SWZLYA has been logged to address this.

TCP* parameters are suggested for Windows platform and the information is available about these parameters on the Microsoft site or What is true benefit, if any, of changing TCP registry parameters as recommended by EVT? (Doc ID 499134.1)

These parameters are important as Siebel Server must have network access to other Siebel components, such as the Siebel Gateway Name Server, and the Siebel Database server and SWEApps. 

Applies to:

Siebel CRM - Version: 7.5.3 [100] and later   [Release: V7 and later ]
Information in this document applies to any platform.
This document was previously published as Siebel Alert 924.

Description

In Siebel eBusiness Applications version 7.5 and higher, the Siebel Sync application must be installed on each client machine where it connects to the Object Manager on the Server using a connect string. The connect string is of the following format:

siebel.TCPIP.None.None://<Gateway host>:2320/<Enterprise>/<ObjMgr>/<Siebel Server>

There are situations, however, when the Gateway and Siebel Server host names need to be succeeded by a domain name such as:

siebel.TCPIP.None.None://ABC.xyz.us.com:2320/<Enterprise>/<ObjMgr>/<Siebel Server>

In this example, xyz.us.com is the domain and ABC is the Gateway host name. When using this type of connect string, users receive the following login error when they try to login to the Siebel Sync application:

Login failed attempting to connect to siebel.TCPIP.None.None://ABC.xyz.us.com:2320/<Enterprise>/<ObjMgr>/<Siebel Server> (SBL-SVC-00209)

Next error:

Login failed.
SBL-SSM-00003: (rmodel.cpp 92: 2226) error code = 5600003, system error = 0, msg1 = (null), msg2 = (null), msg3 = (null), msg4 = (null)(SBL-SVC-00213)

Change Request 12-J2NJAS has been logged to address this product defect.

Likelihood of Occurrence

This behavior occurs when there is a requirement to have the Gateway and Siebel Server host names succeeded by a domain name in the connect string when running Siebel Sync on version 7.5 and higher.

Possible Symptoms

Users are unable to log into the Siebel Sync Application and receive the errors specified above.

Workaround or Resolution

In situations where the requirement is to have the Gateway and Siebel Server host names succeeded by a domain name in the connect string, the domain should be added to the DNS list on the local machine (client) where Siebel Sync runs to workaround this issue.
To do this in Microsoft Windows 2000 (the procedure is similar in Microsoft Windows XP and in Microsoft Windows NT):

1. Right click on My Network Places and select Properties.
   
2. In the Network and Dial-up Connections window, select the connection used (Local Area Connection or your VPN connection), right click and select Properties.
   
3. In the Local Area Connection Properties window, select Internet Protocol (TCP/IP) and click Properties, then click Advanced.
   
4. Select the DNS tab.
   
5. In the lower half, check: Append these DNS suffixes (in order) and add your suffix here.
   For example, if the Siebel Server machine's fully qualified name is siebsrvrhostname.domain.comm then add domain.com here.
   

This setting requires a restart of the machine to become fully effective. The reason for this is that the Gateway Server will just return siebsrvrhostname (the hostname of the Siebel Server machine on which the object manager used for PIMSync is running).
Without the configuration to add the DNS suffix as above, the client machine will not be able to resolve siebsrvrhostname. With the added suffix the client should be able to resolve the resulting siebsrvrhostname.domain.com, which is required for successful PIMSync communication.
Alternatively, the network administrator can configure the DNS server so that it will resolve the unqualified hostnames.
NOTE: This behavior does not occur in Siebel eBusiness Applications version 7.0.4.x or 7.0.5.x.
Keywords:SBL-SSM-00003, login failed, attempting, connect, string, gateway host name, DNS

Applies to:

Siebel Life Sciences CRM - Version 8.0.0.2 [20412] to 8.1.1.4 [21225] [Release V8]
Information in this document applies to any platform.
***Checked for relevance on 22-Mar-2011***
CHECKED FOR RELEVANCE ON 31-JAN-2013

Symptoms

When trying to enable automation via Server Manager, the following error messages were returned :
srvrmgr> change param EnableAutomation=true for server ent_dev comp sccobjmgr_enu

SBL-ADM-60070: Error reported on server 'Gateway Server' follows:
SBL-SCM-00028: Key not found
SBL-SCC-00005: Internal:No more items found.
SBL-NET-01218: The connection was refused by server ctmsdevapp. No component is listening on port 49168.

SBL-SCM-00028: Key not found
SBL-SSM-00003: Error opening SISNAPI connection.
SBL-NET-01218: The connection was refused by server ctmsdevapp. No component is listening on port 49168.

SBL-SCM-00028: Key not found
SBL-SCC-00005: Internal:No more items found.
SBL-NET-01218: The connection was refused by server ctmsdevapp. No component is listening on port 49168.

SBL-SCM-00028: Key not found
SBL-SSM-00003: Error opening SISNAPI connection.
SBL-NET-01218: The connection was refused by server ctmsdevapp. No component is listening on port 49168.


change param EnableAutomation=true for comp sccobjmgr_enu
SBL-ADM-02077: Server name must be specified for this operation

Cause

A separate license is required for Siebel Test Automation module.

Solution

1. Verify that a Siebel Test Automation license is included as part of the license keys.
Alternatively, a temporary solution is to use the all-inclusive license codes from http://licensecodes.oracle.com/siebel_master.html to eliminate any issues with licensing.

2. Run the following commands in srvrmgr and restart the Siebel Server:

change param EnableAutomation=true for comp <component name>
change param AllowAnonUsers=true for comp <component name>

Restart Siebel Server.

In Windows, launch using http://hostname/eclinical_enu/start.swe?SWECmd=AutoOn
SiebelAx_Test_Automation_xxxxx.exe process should appeared in Task Manager.

Applies to:

Siebel System Software - Version 7.5.3.5 [16183] to 8.1.1.3[21219] [Release V7 to V8]
z*OBSOLETE: Microsoft Windows 2000
Product Release: V7 (Enterprise)
Version: 7.5.3.5 [16183]
Database: Oracle 9.2.0.4
Application Server OS: Microsoft Windows 2000 Advanced Server SP 4
Database Server OS: Microsoft Windows 2000 Advanced Server SP 4

This document was previously published as Siebel SR 38-1490194987.

***Checked for relevance on 20-Oct-2010***

Symptoms

Hi,
   I have configured the Web Server , Siebel Enterprise and Siebel Server to communicate using SSL. But it doesn't seem to be able to connect from the Web Server to the Enterprise and Server.
I get this error below.

User : SADMIN Attempting ( 7) to open a session ...
SSL not supported by server, failing connection.
SBL-SSM-00003: Error opening SISNAPI connection
Login failed for Login name : SADMIN
[SWSE] Open Session failed (0x6ce5) after      0.0057 seconds.

In the Bookshelf, Security Guide for eBusiness Applications, on Page 70, It mentions to Set the Additional Name Server Parameters for Siebel Server SSL.

I am unclear on how to perform this. As there are no clear instructions.
We are using the "ePharma Object Manager (ENU)".
I tried to set the "Is Using Secure HTTP Connection = TRUE " but the value cannot be commited.

Please help.

Cause

Incorrect SSL setup.

Solution

For the benefits of other users:

Customer intends to configure SSL for Siebel Enterprise and Siebel Server and set the parameter "Communication Transport” to “SSL” for the respective Object Manager. Error “SBL-NET-01023: Peer disconnected” reported.

Solution:

The root cause of the issue is customer just rename the *.cer file generated by Win2k Certificate Authority to *.pem file. It is documented in Security Guide for Siebel eBusiness Applications that
1) Certificate files must use either ASN (Abstract Syntax Notation) or PEM  (Privacy Enhanced Mail) format.
2) Private key files must use PEM format.

You can't just rename the file name to .pem extension as the format of the certificate file is encoding with different method. There are some tools available on the Internet that can help to do the conversion; one of the tools is Win32OpenSSL.

After corrected the certificate and private key files; customers are able to connect and login with SSL enabled. However, errors “SBL-NET-01559: Internal Error: CN entry does not match hostname” reported in SWSE log.

This benign error indicated that the value entered for common name when creating a new certificate does not match the actual hostname. The normal practice for web server certificate is it will tie to the actual hostname and there should be a valid DNS entry. The error can be ignored and if there is concern please generate a new certificate and enter the actual hostname when prompted for the common name.

Applies to:

Siebel System Software - Version 7.5.3.4 [16180] to 7.5.3.17 [16285] [Release V7]
Oracle Solaris on SPARC (64-bit)
Product Release: V7 (Enterprise)
Version: 7.5.3.4 [16180]
Database: Oracle 9i
Application Server OS: Sun Solaris 8
Database Server OS: Sun Solaris 8

This document was previously published as Siebel SR 38-1215157231.

Symptoms

Customer installing a testing environment composed on 5 servers solaris (SUN FIRE V240 with Solaris 5.8):

1: web server
2: gateway server
3: application server
4: database server

Two application servers are balanced by Resonate. Customer installed the resonate agents on two servers. Customer has following problems:
1. Able to connect using a thin client to application and application reporting a timeout error on logs (appear the usual page 'Server Busy....')
2. If eapps_sia.cfg file gets changed for not to use the VIP Resonate (Customer uses the gateway hostname and the siebel server name) the thin client connection works
3. using the dedicated client customer can see all component up.

The problem seem to be related to Resonate-Web-Application chain.

Cause

Configuration/ Setup

Solution

The on-board NIC for Broadcom is supported (below), however Resonate 3.x does not support IPMP (Internet Protocol Network Multipathing).

This is defined on the Sun Microsystems Website.

http://www.sun.com/solutions/blueprints/1102/806-7230.pdf

Central Dispatch version: 3.2.2e
OS and SP level: SunOS 5.8 Generic_108528-27
NIC manufacturer: Sun Microsystems
NIC model bge (BCM570x)
NIC driver version bge (BCM570x driver v0.22)
Teaming capabilities ? Not in use
Machine make/model: Sun-Fire-V240 (in produzione Sun-Fire-V480)

The Siebel log files showed errors the following when IPMP was enabled.

SBL-GEN-09103: Parameter value was never set (i.e. is null)
SBL-OSD-00204:    Internal waitpid() failed with error 0
SBL-GEN-00000: (listener.cpp 21: 0) error code = 0, system error = 2123331884, msg1 = (null), msg2 = (null), msg3 = (null), msg4 = (null)
SBL-SRB-00053: time out in connecting to SRProc, will try to connect again after SRProc starts completely
SBL-SRB-00040: can't open asynchronous SISNAPI connection
SBL-GEN-03006: Error calling function: DICFindTable m_pReqTbl
SBL-OSD-00001: Internal: Function call timed out (0)
SBL-NET-01023: Peer disconnected
SBL-SSM-00003: Error opening SISNAPI connection
SBL-NET-01201: Internal: connect() failed: Connection timed out
The system works (disabling both IPMP and the other NIC which was also onboard) otherwise a kernel panic is experienced.

panic string: BAD TRAP: type=31 rp=2a1000bd6b0 addr=28 mmu_fsr=0 occurred in
module "rxp" due to a NULL pointer dereference ==== panic kernel thread:
0x2a1000bdd20 pid: 0 on cpu: 28 ==== cmd: sched

Applies to:

Siebel System Software - Version 7.8.2.5 [19227] to 8.2.2.2 SIA[23016] [Release V7 to V8]
z*OBSOLETE: Microsoft Windows 2000
Product Release: V7 (Enterprise)
Version: 7.8.2.5 [19227]
Database: Oracle 9.2.0.8
Application Server OS: Microsoft Windows 2000 Server SP 4
Database Server OS: Microsoft Windows 2003 Server SP2

This document was previously published as Siebel SR 38-3358339279.

***Checked for relevance on 14-Feb-2013***

Symptoms

Hi,
During the upgrade we have installed our web servers on a new machines. After moving external web server to DMZ zone we cannot log to echannel , eservice or wireless application.
The server you are trying to access is either busy or experiencing difficulties. Please close the Web browser, open a new browser window, and try logging in again.[21:02:58]
The web server log shows:
GenericLog    GenericError    1    0    2007-05-23 22:23:02    (smconn.cpp (271) err=1801020 sys=1300230) SBL-NET-01020: Internal: unknown hostname
GenericLog    GenericError    1    0    2007-05-23 22:23:04    (smconn.cpp (271) err=1801020 sys=1300230) SBL-NET-01020: Internal: unknown hostname
GenericLog    GenericError    1    0    2007-05-23 22:23:07    (smconn.cpp (271) err=1801020 sys=1300230) SBL-NET-01020: Internal: unknown hostname
GenericLog    GenericError    1    0    2007-05-23 22:23:09    (smconn.cpp (271) err=1801020 sys=1300230) SBL-NET-01020: Internal: unknown hostname
GenericLog    GenericError    1    0    2007-05-23 22:23:11    (smconn.cpp (271) err=1801020 sys=1300230) SBL-NET-01020: Internal: unknown hostname
GenericLog    GenericError    1    0    2007-05-23 22:23:11    (ssmsismgr.cpp (635) err=5600003 sys=0) SBL-SSM-00003: Error opening SISNAPI connection.

.....cont

Cause

Configuration/ Setup

Solution

ObjMgrSessionLog    Error    1    0    2007-05-23 22:23:11    Login failed for Login name : SiebelAnontst
ProcessPluginState    ProcessPluginStateError    1    0    2007-05-23 22:23:11     3908: [SWSE] Open Session failed (0x56bf) after     11.2381 seconds.
......
ProcessPluginRequest    ProcessPluginRequestError    1    0    2007-05-23 22:23:56     3548: [SWSE] Failed to obtain a session ID. Login failed attempting to connect to %1
ProcessPluginRequest    ProcessPluginRequestError    1    0    2007-05-23 22:23:56     3548: [SWSE] Set Error Response (Session: Error: 00022207 Message: Login failed attempting to connect to siebel.TCPIP.None.None://xxxxxxxx:2321/sieb78tst/WirelessServiceObjMgr_enu)


We have 2 load balanced application servers running call center OM that are accessed via internal web server and one external web server that connects to echannel, eservice and Siebel wireless using the external web server (xxxxxxxx) .  
Before moving the external web server to the dmz we could successfully test the access to those 3 applications using internal network.
We have opened port 2320 and 3 Static ports for each application (specified in the OMs configuration).
The network configuration seems to be fine.
The xxxxxxxx server referenced in the error log is our apps server
Please could you help us with this problem.
Please note attached files.

Comment:

According to the description:

The client had moved the web server to a DMZ and since that moment they haven’t been able to access eChannel , eService and Wireless applications.
They have opened port 2320 and 3 Static ports for each application and they were using a load balancing solution.

Solution:
   
    When a load balancing solution is used the web server must be able to access the SCBroker port on each Siebel Server. After the ScBroker(2321) port was opened they have been able to access the applications.

Applies to:

Siebel CRM - Version 5.0.0.2 Finance and later
Information in this document applies to any platform.
Server busy error with custom OM -ACSWMTObjMgr_enu

Symptoms

When try get the Siebel login by using custom component - customer Object Manager - ACSWMTObjMgr_enu via
http://<web server hostname>/acswmt_enu
results in the following error message:
The server you are trying to access is either busy or experiencing difficulties. Please close the Web browser, open a new browser window, and try logging in again.[23:24:13]

In OM logs, these errors were found
Could not find 'Application' named 'Custom Application Name'. This object is inactive or nonexistent.
...

 2009-10-11 23:07:37 Login failed for Login name : anonemp
 2009-10-11 23:07:39 (ctxtmgr.cpp (4504)) SBL-SVC-00208: Please login first

In SWSE logs, these errors where found

2009-10-11 22:53:16 ( (0) err=4653071 sys=0) SBL-SCB-00015: The component is down or not available on this server

2009-10-11 22:56:21 (smconn.cpp (283) err=1180866 sys=2321) SBL-NET-01218: The connection was refused by server hcmblysun004a. No component is listening on port 2321.

 2009-10-11 22:56:21 (ssmsismgr.cpp (773) err=3670019 sys=0) SBL-SSM-00003: Error opening SISNAPI connection.
 2009-10-11 22:56:21 (ssmsismgr.cpp (1761) err=3670022 sys=0) SBL-SSM-00006: Error while sending message to server.
 2009-10-11 22:56:21 (smconn.cpp (283) err=1180866 sys=2321) SBL-NET-01218: The connection was refused by server hcmblysun004a. No component is listening on port 2321.

Changes

Created custom Object manager -ACSWMTObjMgr_enu

Cause

Incorrect value for parameter "Application Repository File" - this needs to reference an .srf that contains the Application used.

Solution

Setting the correct value for the parameter "Application Repository File" resolved this issue.

While the error messages above occurred on Siebel 8.1, the requirement to set the "Application Repository File" to the correct .srf name exists for all Siebel versions.

Applies to:

Siebel CRM - Version 8.1.1.3[21219] and later
Information in this document applies to any platform.
***Checked for relevance on 28-02-2013***

Symptoms

On : 8.1.1.3[21219] version, System Admin

When attempting to access the sales application after performing new installation of the siebel server on an existing enterprise, the connection to the application was unsuccessful. The login to the application was displaying the following error message:

The server you are trying to access is either busy or experiencing difficulties. Please close the Web browser, open a new browser window, and try logging in again.

The SWSE log displayed the following error message:

GenericLog GenericError 1 000000024d371324:0 2011-01-19 13:11:24 (smconn.cpp (283) err=1180866 sys=2320) SBL-NET-01218: The connection was refused by server <Server Name>. No component is listening on port 2320.
GenericLog GenericError 1 000000024d371324:0 2011-01-19 13:11:24 (ssmsismgr.cpp (626) err=3670019 sys=0) SBL-SSM-00003: Error opening SISNAPI connection.
ObjMgrSessionLog Error 1 000000024d371324:0 2011-01-19 13:11:24 Login failed for Login name : SADMIN

The eSales Object Manager (OM) displayed the following error message:

ObjMgrLog Error 1 0000000a4d2e0ad0:0 2011-01-13 07:17:54 (oracon.cpp (3246)) SBL-DBC-00107: An Oracle database error has occurred. Please continue or ask your systems administrator to check your application configuration if the problem persists.
GenericLog GenericError 1 0000000a4d2e0ad0:0 2011-01-13 07:17:54 (secmgr.cpp (2679) err=4597538 sys=0) SBL-SEC-10018: An Oracle database error has occurred.
Please continue or ask your systems administrator to check your application configuration if the problem persists.(SBL-DBC-00107) ORA-12154: TNS:could not resolve the connect identifier specified

The issue can be reproduced at will with the following steps:
1. Perform the siebel server configuration by adding a new server to an existing enterprise. Make sure that the existing siebel server in the enterprise was configured with a different DSN name.
2. Complete the installation and configuration of the siebel server using the configuration wizard.
3. Try to access the eSales application OM

Cause

The cause of the issue was determined to be with the DSN name entry for the Siebel enterprise which was pointing to the incorrect TNS names entry.

The original siebel server in the customer environment was first configured with "sblt_internal" as DSN name and then changed. However, when the second siebel server was configured in the same enterprise, the default value for DSN name ("sblt_internal") during the siebel server configuration was taken and this was causing the problem. Once the DSN value was changed to "SBA_81_TEST_DSN", the connection was successful and the application was accessible. The following error in the log justifies the fact that the issue was with the database connection and TNS names file:

ObjMgrLog Error 1 0000000a4d2e0ad0:0 2011-01-13 07:17:54 (oracon.cpp (3246)) SBL-DBC-00107: An Oracle database error has occurred. Please continue or ask your systems administrator to check your application configuration if the problem persists.
GenericLog GenericError 1 0000000a4d2e0ad0:0 2011-01-13 07:17:54 (secmgr.cpp (2679) err=4597538 sys=0) SBL-SEC-10018: An Oracle database error has occurred.
Please continue or ask your systems administrator to check your application configuration if the problem persists.(SBL-DBC-00107) ORA-12154: TNS:could not resolve the connect identifier specified

Also, looking into the siebns.dat file, the DSN name was incorrect as the value was pointing to "sblt_internal" which is an incorrect DSN pointing to a non-existent TNS names entry.

[/enterprises/SBA_81_TEST/parameters/Connect]
Persistence=full
Type=string
Value="sblt_internal"

Solution

The solution action plan for the issue is as below:

1. Perform the installation/configuration of the siebel server on the existing enterprise.
2. Make sure that the DSN name for the new siebel server configuration is the same as the existing siebel server on the enterprise.
3. Make sure that the tnsnames.ora file has the correct information pointing to the correct value pertaining to the DSN name that has been defined in the siebel configuration.
4. Once the configuration is completed, try to access the eSales application and make sure that the connection is established.

Applies to:

Siebel System Software - Version 7.5.2.218 SIA [16087] and later
z*OBSOLETE: Microsoft Windows 2000
Product Release: V7 (Enterprise)
Version: 7.5.2.218 [16087] PTG Com/Med
Database: Oracle 9.2.0.2
Application Server OS: Microsoft Windows 2000 Advanced Server SP 3
Database Server OS: Sun Solaris 5.8

This document was previously published as Siebel SR 38-1297849681.

Symptoms

While testing inbound web services, errors were reported in the Siebel Web Engine (SWE) logs :-

SBL-NET-01020: Internal: unknown hostname
SBL-SSM-00003: Error opening SISNAPI connection.

The requests being made were attempting to run a web service through the EAI Object Manager. But on another web server, the EAI requests were successful (no errors in the SWE logs).

Cause

One of the web servers did not have network connectivity to the siebel server.
The hostname provided in eapps.cfg could not be resolved, thus the error SBL-NET-01020: Internal: unknown hostname

Solution

Please review eapps.cfg and ensure it is pointing to a valid hostname that can be accessed through the network.


Further information regarding verifying network connectivity in a load balanced environment can be found in Siebel Server Installation Guide for Microsoft Windows > Implementing Load-Balancing with Central Dispatch > Planning Your Central Dispatch Site > Network Connectivity for Central Dispatch.