SBL-ADM-02048: Could not read SISNAPI message

Applies to:

Product Release: V7 (Enterprise)
Version: 7.5.2.100 [15252]
Database: Oracle 9.0.1.3
Application Server OS: Microsoft Windows 2000 Advanced Server SP 2
Database Server OS: Sun Solaris 8

This document was previously published as Siebel SR 38-1002618351.

Symptoms

SBL-SCM-00008, SBL-ADM-02071, SBL-ADM-00005, SBL-ADM-02049, SBL-ADM-02048

We found the following error:
At the 5.5.03 RepAgent was in the status "Running" but the replication was not working.
We have the following environment:

3 Siebel Server ( istk0t4r, istk0t5r and istk0t8r)
Enterprise Server: Tosh_top_ist
The Siebel Server istk0t4r and istk0t5r are for the Call Center Object Manager
The Siebel Server istk0t8r is for the Replication Manager
The Gateway is installed on the same Server like the istk0t4r.
Every morning at 7:12 AM the istk0t4r will be restarted.
Every morning at 7:42 AM the istk0t5r will be restarted.
Because of CTI issues with the Aspect Adapter.
istk0t4r and istk0t5r are in one Cluster and istk0t8r in another Cluster.

I found the following entries in the log files.

In the srvrmgr_03.log (see attached files):

GenericLog    GenericError    1    2003-05-05 07:21:40    (sasess.cpp 9(365) err=902071 sys=0) ADM-02071: Enterprise server Tosh_top_ist not found in gateway server
....
Exception 0xc0000005 at 0x00257136

Thread: 0x00002af0, Process 0x00002aac



- CONTEXT -

EIP: 0x00257136, EFL: 0x00210246, FS: 0x00000038, GS: 0x00000000

CS: 0x0000001b, DS: 0x00000023, SS: 0x00000023, ES: 0x00000023

EAX: 0x00000000, EBX: 0x00000000, ECX: 0x00000000, EDX: 0x000000ca

ESI: 0x00b7e658, EDI: 0x00000000, EBP: 0x0012e4a0, ESP: 0x0012e4a0



- CALL STACK -

sslcshar +0x27136 = SSstrlen16().....


In the RepAgent_36868.log ( last modified 5.5.03 12:31 PM) (see attached files)
......
Exception 0xc0000005 at 0x0181a879

Thread: 0x000022f4, Process 0x000024cc



- CONTEXT -

EIP: 0x0181a879, EFL: 0x00010a03, FS: 0x00000038, GS: 0x00000000

....
!! The status for the RepAgent remains "Running".

Do you have an idea what was happen at the 5.5.03?
After the restart of the RepAgent, the replication is working fine.

We using BMC Patrol, but we havn't got an warning!
How could we monitor this error, because the problem was found 12 Hours later by the Siebel Users?

Thanks for your help
Juergen

Solution

Message 1

I added the <enterprise>.<server>.log file. I also asked the Administrator to check the Windows Events.

Thanks

Juergen

Message 2

The stack dump error reported was occurring in the Server Manager component. This was found to be caused by Change Request #12-DKWOF7 which had been raised to address this product defect. It was occurring due to the "refresh enterprise" commands that are issued by the BMC Patrol software. This has been fixed in the 7.5.2.211 MR.

The following test can be done to confirm whether this issue has been encountered:

1. Start the Siebel Gateway server and the Siebel Servers
2. Start srvrmgr using the following command srvrmgr /g <gateway> /e <enterprise> /s <server> /u <userid> /p <password>
3. Stop the Siebel Gateway server but leave the Siebel Servers running (note: the dependency between the Gateway and Siebel Servers will need to be removed from the Siebel Server registry settings)
4. From the srvrmgr command prompt run the following command "refresh enterprise" twice

In versions prior to 7.5.2.211 the above test resulted in the stack dump below. Once 7.5.2.211 was applied the stack dump no longer occurred.

Exception 0xc0000005 at 0x00257136
Thread: 0x00006938, Process 0x000068c8

- CONTEXT -
EIP: 0x00257136, EFL: 0x00210246, FS: 0x00000038, GS: 0x00000000
CS: 0x0000001b, DS: 0x00000023, SS: 0x00000023, ES: 0x00000023
EAX: 0x00000000, EBX: 0x00000000, ECX: 0x00000000, EDX: 0x000000ca
ESI: 0x00b7e658, EDI: 0x00000000, EBP: 0x0012e4a0, ESP: 0x0012e4a0

continued...

Message 3

- CALL STACK -
sslcshar +0x27136 = SSstrlen16() +0x6
sslcshar +0x27f1e = SSstrdup() +0xe
srvrmgr +0x20c9 = saClntCmdLine::RefreshConn() +0x39
srvrmgr +0x3e21 = wmain() +0xe61
srvrmgr +0x37f2 = wmain() +0x832
srvrmgr +0x14113 = wmainCRTStartup() +0xe3
KERNEL32 +0x1ca90


Keywords: BMC Patrol refresh enterprise