driver GenCommDrv, driver error = 4

[RubesterNYC]

Hello,
Need some help tracking down the source of error code 4 that we are seeing in our logs.  We are running Siebel 7.8 with Gplus_Comm_Server_v72026b1.  Genesys is advising the issue is related to our Network but our Network team has does not see any delay in communication.  Any ideas of the source of this error code?
Thanks!!!!

Siebel SCOMM user log:

JOHND_218700[03/18/2008 09:45:58]:ERROR:Invoking user command(LoginToPBX), input args {IgnoreStatus = 1
}, err=36187, msg=Failed on invoking driver command(LogIn) at driver GenCommDrv, driver error = 4.(SBL-CSR-00505)
JOHND_218700[03/18/2008 09:45:58]:ERROR:Failed on executing singon command(SignOnGroup), err = 19164
JOHND_218700[03/18/2008 09:46:27]:INFO:ResetAgentActiveInfo ok


Genesys GenCommServer log:

15:31:38.612 Std 40330 [    10] (      HttpServer.hpp: 169) Server request handling thread has started
15:31:38.618 Trc 25000 [    8] (      CTIDriver.cpp: 257) RequestService: 01891CF8516457B3, driver handle 018405F04EAECE5A
15:31:38.618 Std 45050 [    8] (GenCommRequestHandle:  54) ERROR: RequestService: 01891CF8516457B3, failed with error code = 4
[    8] (      HttpServer.hpp:  30) Sending HTTP response, socket 16, handling time 6 msec:

Genesys GenCommDriver log:

I;I;I;BJC;H;E;J;J;
----------------------------->
21:54:44.865: [  100] (    GenCommRequest.h:  58) HandleResponse: LogIn (018915D840A87156)
21:54:44.865: [  100] (  GenCommService.cpp: 131) ERROR: Request LogIn failed. Error 4, Service handle=018915D8(018915D840A87156)
21:54:44.865: [  100] (          scapi.cpp: 440) (018915D840A87156) LogIn,  failed, error = 4, handling time 2 msec
21:54:44.906: [  142] (      HttpServer.hpp: 100) HTTP request recived, socket 162:
<!----------------------------
POST /CTI_EVENT#018915D840A87156 HTTP/1.1
CONNECTION: keep-alive
TIMESTAMP: Sat, 29 Mar 2008 01:54:44.536 GMT
HOST: DLxxx-prd-xxx:19010
CONTENT-TYPE: text;charset=UTF-8
CONTENT-LENGTH:        262

[bpini]

Hi,
Have solved the problem?
We are experiencing some similar problem using Siebel 7.8 & GPlus 7.5

Thanks,
Pinkhas

[paisan057]

Hi, Pinkhas
      We are implementing GPlus 7.5 with Siebel 8.0 at Thailand. And I found the problem on attach data that show error  " error code = 1" and you can see full log below.

<!----------------------------
POST /CTI_REQUEST/UpdateUserData#30134C30F11B6C58 HTTP/1.1
CONNECTION: keep-alive
TIMESTAMP: Thu, 03 Sep 2009 13:09:22.911 GMT
HOST: 10.112.251.155:8000
CONTENT-TYPE: text;charset=UTF-8
CONTENT-LENGTH:        79

I;I;I;BCO;G;30134C30F11B6C58 ;F; ;F;UpdateUserData ;F; ;C;B;attActID ;1-T6TO8 ;
----------------------------->
20:03:23.218 Trc 25030 [  1984] (        Service.cpp: 234)  InvokeCommand: 30134C30F11B6C58, UpdateUserData, trackingID
20:03:23.218 Trc 20010 [  1984] (        gencomm.cpp: 351) InvokeCommand: (02560048)
20:03:23.218 Trc 20010 [  1984] (      iscservice.cpp:1328) SCService(02560048): InvokeCommand 'UpdateUserData = 31'    stringParam:
datasetParams: count=1
attActID                      : '1-T6TO8'
20:03:23.218 Trc 20010 [  1984] (      iscservice.cpp:1899) SCService(02560048): EOF InvokeCommand 'UpdateUserData'
20:03:23.218 Std 45050 [  1984] (GenCommRequestHandle: 161)  ERROR: InvokeCommand: 30134C30F11B6C58, failed with error code = 1
20:03:23.234 Dbg 10030 [  5032] (  HttpConnection.hpp: 426)  Sending HTTP response, socket 1400:

        Please kindly help me to solve this issue.

Thanks in advance.
Ake

[René]

Hi Ake,

Is this problem with UserData isolated or Gplus isn't able to add/modify any UserData? It will be helpful if you can post here full log and not just a snippet showing the error.

R.

[CrazyTosser]

Hi all!

We have similar problems (Siebel 7.7, Gplus Ad. 7.5)...

ERROR:Failed on invoking driver command(OpenMediaLogin), at driver(GenCommDrv)

Does anyone can help to solve this issue?

[René]

Hi CrazyTosser,

This is quite common error and there may be many reasons why you get it. Please check that configuration on Siebel side is correct and that all mandatory parameters having valid value. Please check as well that communication between Siebel (Gplus Driver) and Genesys Communication Server isn't blocked.

If you post here log of Siebel Communication Server (SComm), Gplus Driver and Gplus CommServer I can check it and probably tell you more.

R.

[CrazyTosser]

Hi Rene!
Please kindly find logs bottomly(all log after trying "login media" button). Must admit that all needed parameters and configurations are valid and mentioned correctly...:

[u]Siebel SComm Log[/u]  (all log after trying "login to Multimedia" button):

SComm[08/02/2010 08:50:50:948]:DEBUG:Identify the driver for action, driver profile=Gplus OpenMediaGplus54, profile ID=1-84EM2, channel string=, media type=, command=OpenMediaLogin, event=
SComm[08/02/2010 08:50:50:948]:DEBUG:( Service Proxy Handle: 151402432 ) Begin: CSCDServiceProxy::InvokeCommand
SComm[08/02/2010 08:50:51:432]:DEBUG:( Service Proxy Handle: 151402432 ) End: CSCDServiceProxy::InvokeCommand
SComm[08/02/2010 08:50:51:432]:ERROR:Failed on invoking driver command(OpenMediaLogin), at driver(GenCommDrv), string-param(), parameter =
WorkbinPlaceGroupId =
WorkbinAgentId = AG_3
WorkbinAgentGroupId =
SiebelViewBmk = 
WorkbinPlaceId =
, driver error=1011
SComm[08/02/2010 08:50:51:432]:DEBUG:CSCDClientProxy Handle: 151439688 AddRef is called.  Now m_nRefCount is 2
SComm[08/02/2010 08:50:51:432]:DEBUG:CSCDClientProxy Handle: 151439688 Begin calling function : CSCDClientProxy::SCCLNT_BeginBatch
SComm[08/02/2010 08:50:51:432]:DEBUG:CSCDClientProxy Handle: 151439688 End calling function : CSCDClientProxy::SCCLNT_BeginBatch
SComm[08/02/2010 08:50:51:432]:DEBUG:CSCDClientProxy Handle: 151439688 Release is called.  Now m_nRefCount is 1
SComm[08/02/2010 08:50:51:432]:DEBUG:CSCDClientProxy Handle: 151439688 AddRef is called.  Now m_nRefCount is 2
SComm[08/02/2010 08:50:51:432]:DEBUG:CSCDClientProxy Handle: 151439688 Begin calling function : CSCDClientProxy::SCCLNT_HandleError
SComm[08/02/2010 08:50:51:432]:DEBUG:CSCDClientProxy Handle: 151439688 End calling function : CSCDClientProxy::SCCLNT_HandleError
SComm[08/02/2010 08:50:51:432]:DEBUG:CSCDClientProxy Handle: 151439688 Release is called.  Now m_nRefCount is 1
SComm[08/02/2010 08:50:51:432]:DEBUG:CSCDClientProxy Handle: 151439688 AddRef is called.  Now m_nRefCount is 2
SComm[08/02/2010 08:50:51:432]:DEBUG:CSCDClientProxy Handle: 151439688 Begin calling function : CSCDClientProxy::SCCLNT_EndBatch
SComm[08/02/2010 08:50:51:432]:DEBUG:Successfully send batch notification from driver(Gplus OpenMediaGplus54) to AG_3
SComm[08/02/2010 08:50:51:432]:DEBUG:CSCDClientProxy Handle: 151439688 End calling function : CSCDClientProxy::SCCLNT_EndBatch
SComm[08/02/2010 08:50:51:432]:DEBUG:CSCDClientProxy Handle: 151439688 Release is called.  Now m_nRefCount is 1
AG_3_52432[08/02/2010 08:50:51:432]:DEBUG:Start processing async SRM event for user AG_3, key = 3fc|4c5678c2|0, method = PostBatchSCMessage, message =
Method = PostBatchSCMessage
  Child property set, type =  {
Method = HandleError
ProfileID = 1-84EM2
DriverTrackID =
Error = [b]Unknown place specified in request[/b]   

}

SComm[08/02/2010 08:50:51:588]:ERROR:Error on invoke media manager method(InvokeCommand), input args={
DriverProfileID = 1-84EM2
StringParam =
DataSet = 2#96#5#19#WorkbinPlaceGroupId14#WorkbinAgentId19#WorkbinAgentGroupId13#SiebelViewBmk14#WorkbinPlaceId17#5#0#4#AG_30#1# 0#
DeviceCommand = OpenMediaLogin
AttachContext = 0
}, error=36187), msg='Failed on invoking driver command(OpenMediaLogin) at driver GenCommDrv, driver error = 1011.(SBL-CSR-00505)'
SComm[08/02/2010 08:50:51:588]:DEBUG:End invoking media manager method(InvokeCommand)
SComm[08/02/2010 08:50:51:588]:ERROR:Failed to invoke method(InvokeCommand) at media manager, detail error = Failed on invoking driver command(OpenMediaLogin) at driver GenCommDrv, driver error = 1011.(SBL-CSR-00505)
AG_3_52432[08/02/2010 08:50:51:588]:ERROR:Communication Agent failed on prcoessing request(InvokeCommand0, input-args={
DriverProfileID = 1-84EM2
StringParam =
DataSet = 2#96#5#19#WorkbinPlaceGroupId14#WorkbinAgentId19#WorkbinAgentGroupId13#SiebelViewBmk14#WorkbinPlaceId17#5#0#4#AG_30#1# 0#
DeviceCommand = OpenMediaLogin
AttachContext = 0
}, errcode(36187), errmsg(Failed on invoking driver command(OpenMediaLogin) at driver GenCommDrv, driver error = 1011.(SBL-CSR-00505))
AG_3_52432[08/02/2010 08:50:51:588]:ERROR:Failed on invoking InvokeCommand in Comm. Server Svc., err=36187, msg=Failed on invoking driver command(OpenMediaLogin) at driver GenCommDrv, driver error = 1011.(SBL-CSR-00505), input= DriverProfileID = 1-84EM2
StringParam =
DataSet = 2#96#5#19#WorkbinPlaceGroupId14#WorkbinAgentId19#WorkbinAgentGroupId13#SiebelViewBmk14#WorkbinPlaceId17#5#0#4#AG_30#1# 0#
DeviceCommand = OpenMediaLogin
AttachContext = 0

AG_3_52432[08/02/2010 08:50:51:588]:DEBUG:End invoking InvokeCommand in Comm. Server Svc.
AG_3_52432[08/02/2010 08:50:51:588]:ERROR:Invoking user command(LoginToOpenMedia), input args {SWECmd = HTML Comm LoginToOpenMedia
FocusBusComp =
SWERPC = 1
Command = #39
Method Argument =
Work Edit_HasFocus = false
SWEC = 4
Work Edit =
SelectedText =
}, err=36187, msg=Failed on invoking driver command(OpenMediaLogin) at driver GenCommDrv, driver error = 1011.(SBL-CSR-00505)
AG_3_52432[08/02/2010 08:50:52:994]:DEBUG:End invoking communication Command(LoginToOpenMedia), err =19164
AG_3_52432[08/02/2010 08:50:52:994]:DEBUG:End invoking LoginToOpenMedia in Comm. Client Svc., err = 19164
AG_3_52432[08/02/2010 08:50:52:994]:ERROR:Failed on invoking LoginToOpenMedia in Comm. Client Svc., err=19164, msg=Communication: Failed to invoke command 'LoginToOpenMedia', detailed error = 'Failed on invoking driver command(OpenMediaLogin) at driver GenCommDrv, driver error = 1011.(SBL-CSR-00505)'(SBL-CSR-00111), input= SWECmd = HTML Comm LoginToOpenMedia
FocusBusComp =
SWERPC = 1
Command = #39
Method Argument =
Work Edit_HasFocus = false
SWEC = 4
Work Edit =
SelectedText =

AG_3_52432[08/02/2010 08:50:52:994]:DEBUG:About to push message to browser, message=<command name="ShowErrorStatusText" value="Communication: Failed to invoke command 'LoginToOpenMedia', detailed error = 'Failed on invoking driver command(OpenMediaLogin) at driver GenCommDrv, driver error = 1011.(SBL-CSR-00505)'(SBL-CSR-00111)" />



[b]GenComm Driver[/b]

----------------------------->
10:50:50.515 Trc 25030 [  552] (        Service.cpp: 258)  InvokeCommand: 097ECAC8296C05C6, OpenMediaLogin, trackingID
10:50:50.515 Dbg 15031 X Enter Service(00c0e850).Invoke

Service(00C0E850){
    ISC_SERVICE_HANDLE=00000001
    CALLBACK_HANDLE=00AC7C80
    CALLBACK_ENABLED=1
    REF_COUNT=3
    DISABLED=0
    SERVICE_STATUS=2
    CURRENT THREAD=552
}
10:50:50.515 Trc 04542 Message request_agent_login sent to 392 (Interaction Server 'Interaction Server')
attr_prxy_client_id [int] = 12
attr_ref_id [int] = 3
attr_reason [int] = 0
attr_place_id [str] = ""
attr_tenant_id [int] = 101
attr_agent_id [str] = "AG_3"
attr_reason [int] = 0
attr_media_list [bstr] = TKVList:
  'email' [int] = 0
  'chat' [int] = 0
  'SiebelEmail' [int] = 0
  'BackgroundEmail' [int] = 0
attr_donot_disturb [int] = 0

10:50:50.734 Trc 04541 Message event_error received from 392 (Interaction Server 'Interaction Server')
attr_prxy_client_id [int] = 12
attr_ref_id [int] = 3
attr_error_code [int] = 9
attr_error_desc [str] = "Unknown place specified in request"



As I understood parameter [b]attr_place_id [str] = ""[/b] did not "catch"... but why? all parameters are properly determined in config...

[René]

Hi,

Even you're saying the configuration is correct I can't agree with you Please check that agent's teleset has been configured properly (for guidance see Gplus Adapter Deployment Guide, page 347).

R.

[CrazyTosser]

Checked. teleset configured according to the guide... (name - X; extension  -  S: X@GP)

[Rasiegen]

Hello,

I am having a similiar problem like this....Could you find to solve it? If yes, could you help me please?


CO0DARTAVIA_30408741[11/18/2011 10:05:20:117]:ERROR:Invoking user command(LoginToGVoice), input args {IgnoreStatus = 1
}, err=7537145, msg=Failed on invoking driver command(LogIn) at driver GenCommDrv, driver error = 4.(SBL-CSR-00505)
CO0DARTAVIA_30408741[11/18/2011 10:05:20:133]:ERROR:Failed on executing singon command(SignOnGroup), err = 7536751
CO0DARTAVIA_30408741[11/18/2011 10:05:41:586]:INFO:ResetAgentActiveInfo ok