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Troubleshooting Problems That Occur When Siebel CRM Desktop Connects to the Siebel Server

To resolve a problem that occurs when Siebel CRM Desktop connects to the Siebel Server, look for it in the list of symptoms or error messages in Table 9. CRM Desktop uses the log.0000.txt file to log errors. It increments this log file name each time it creates another log file.

Table 9. Problems That Occur When CRM Desktop Connects to the Siebel Server
Symptom or Error Message
Solution

CRM Desktop creates an entry in the log.0000.txt file that is similar to the following error:

Synchronization canceled by error: siebel_service: failed attempting to connect to siebel

This error occurs if CRM Desktop cannot connect to the EAI Object manager.

You can make sure the following items are up and running:

  • Siebel Server
  • Server component for the EAI Object manager

CRM Desktop creates an entry in the log.0000.txt file that is similar to the following error:

Exception 'class siebel::siebel_cntr_exception' throwing: siebel_service: SOAP response has unexpected structure.

This error typically occurs if the architecture component that CRM Desktop calls returns an HTTP error instead of an expected SOAP message and CRM Desktop cannot parse the error. An Internal Server Error is an example of an HTTP error.

You can look for potential problems in the following logs:

  • SOAP log
  • Web Server log
  • Siebel Application Interface log
  • EAI log

CRM Desktop creates an entry in the log.0000.txt file that is similar to the following error:

Exception 'struct win32_exceptions::inet_cannot_connect' throwing: WinInet: Cannot connect to Internet!

Synchronization canceled by error: WinInet: Cannot connect to Internet

This error occurs if CRM Desktop cannot connect to the Web server.

You can do the following work:

  • Make sure the Web server is running.
  • Make sure the computer that runs the client can connect to the Web server.

When the user attempts to log in to the client, CRM Desktop displays a message that is similar to the following:

siebel_service: SOAP response has unexpected structure

It creates an entry in the log.0000.txt file that is similar to the following error:

Exception 'class siebel::siebel_cntr_exception' throwing: siebel_service: error occurred while retrieving meta data package: This user does not have an active package available.

This error occurs if the responsibility that is associated with the user is not associated with a customization package.

Make sure the responsibility that is associated with the user is associated with a customization package. For more information, see Creating and Publishing the Customization Package.
      
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