Application freezing

[dunsom1]

I work on an application called Softphone. It is a GUI desktop application Customer Service Representatives use to take calls, it's kind of like GAD, but as a Java stand alone application written in Swing.

Yesterday one of our CSRs reported that Softphone froze on them. He said it happened around 2:25 pm so I looked at the Softphone logs and saw this:

########################################################################################################
07/25/17 14:23:55.94 [QPExecutorTimer] WARN  - Queue [Ail7Publisher] is stuck while executing task DnEvent (2143980)
07/25/17 14:23:55.974 [QPExecutorTimer] ERROR - Queue [Ail7Publisher] is stuck while executing task DnEvent (2143980) TASK KILLED.
07/25/17 14:23:55.974 [Ail7Publisher] INFO  - USP: LogoutSoftphoneThread Stopped acw popups
07/25/17 14:23:55.974 [Ail7Publisher] INFO  - USP: LogoutSoftphoneThread try to start acw popup
07/25/17 14:25:09.980 [Inner] WARN  - Event not processed by NotificationListener ConfigEventObjectUpdated_
        ObjectDBID                22032
        ObjectType                Person

07/25/17 14:27:12.365 [Inner] WARN  - Event not processed by NotificationListener ConfigEventObjectUpdated_
        ObjectDBID                27313
        ObjectType                Person

07/25/17 14:27:55.536 [Inner] WARN  - Event not processed by NotificationListener ConfigEventObjectUpdated_
        ObjectDBID                24232
        ObjectType                Person

07/25/17 14:28:07.897 [Inner] WARN  - Event not processed by NotificationListener ConfigEventObjectUpdated_
        ObjectDBID                24232
        ObjectType                Person

07/25/17 14:29:57.800 [Ail7Publisher] INFO  - USP: SoftphonePresenter handleDnEvent DnEvent on 13523845761@cmh_act2_link_1, Reason: info changed, Status: aftercallwork, Queue: 21016012, Workmode: null, TEventExtensions: <OrderedMap>, TEventReasons: null
07/25/17 14:29:57.810 [Ail7Publisher] INFO  - USP: SoftphonePresenter handleDnEvent DnEvent on 13523845761@cmh_act2_link_1, Reason: info changed, Status: aftercallwork, Queue: 21016013, Workmode: null, TEventExtensions: <OrderedMap>, TEventReasons: null
07/25/17 14:29:57.830 [Ail7Publisher] INFO  - USP: SoftphonePresenter handleDnEvent DnEvent on 13523845761@cmh_act2_link_1, Reason: status changed, Status: logged out, Queue: 21016013, Workmode: null, TEventExtensions: <OrderedMap>, TEventReasons: null
07/25/17 14:29:57.840 [Ail7Publisher] INFO  - USP: SoftphonePresenter handleDnEvent logoutMultimedia()
07/25/17 14:29:57.840 [Ail7Publisher] ERROR - USP: SoftphonePresenter logoutMultimedia error null
07/25/17 14:30:30.112 [QPExecutorTimer] WARN  - Queue [Ail7Publisher] is stuck while executing task DnEvent (19603597)
07/25/17 14:31:47.958 [javawsApplicationMain] INFO  - USP: SoftphonePresenter main Initializing softphone with appName with 6.33 version gnv_csc_softphone

The last line is what Softphone does when you first startup the application. So sometime before then the user exited Softphone somehow and restarted the application.

He said Softphone froze at 2:25, but I think it froze at 2:30 when the log file says "Queue [Ail7Publisher] is stuck while executing task DnEvent (19603597)". However, I have no idea why softphone is freezing. Do you have any idea why a DnEvent would get stuck? Also, do any of the lines before it mean anything?

[vjicecool]

is this happening to one agent or all the agents?
can you ask the same agent to login into another work station and recreate the issue

[dunsom1]

This happens to a lot of agents. Changing their computer or recreating their profile (CSR profile what they login with) doesn't seem to work. Since the application runs on Java we've tried updating their Java. We've also tried uninstalling and then re-installing Softphone. I haven't tried having them log into another CSRs computer, but I could try it. As of right now the defect is not reproducible.

Thank you

[Tambo]

is popup blocker on?

[dunsom1]

It's a native desktop application not a application that runs in a browser like GAD.