SBL-EAI-04111: Cannot convert XML Hierarchy to Integration Object Hierarchy.

Explanation

There was a problem converting the XML hierarchy (DOM-like property set representation of XML) into the integration object instance. This is a generic message that should be followed up by a more detailed cause.

Corrective Action

Check all the error messages to find a more detailed explanation. Most likely, the XML did not match what is expected according to the integration object definition.

Applies to:

Siebel CRM Call Center - Version: 8.0 [20405] to 8.1.1 [21112] - Release: V8 to V8
Information in this document applies to any platform.

Symptoms

Siebel XML document, produced by XML Converter from SiebelMessage with inline file attachment (integration component field of type: "DTYPE_ATTACHMENT"), may contain incorrectly encoded base64 content in accordant XML element.

The external application will report error, when interpreting the base64 encoded content in SiebelMessage.

If the extermal application is Siebel CRM, following error will be reported from XML Converter service (example of the "EAI XML Converter" BS, method: "DocToHier"):

"...
ObjMgrBusServiceLog Error 1 ... (filerefutil.cpp (964)) SBL-GEN-04031: Internal: Error occurred during base64 decoding.
...
ObjMgrBusServiceLog Error 1 ... (eaixmlcnvsv.cpp (320)) SBL-EAI-04111: Cannot convert XML Hierarchy to Integration Object Hierarchy.
...
PrcExec PropSet 4 ... Setting runtime value of property 'Namespace: 'USER' Name: 'Error Code' Datatype: 'String'' to:
PrcExec PropSet 4 ... --IDS_EAI_ERR_XMLPRT_FROM_XML_CNV_ERR-- ...
..."

Cause

The base64 encoding routine of XML Conveter. produced incorrect encoding results.

The Product Defect BUG 10576888 was logged to address this issue of Siebel 8.x Release

Solution

* All Siebel 7.x Releases are not affected by this behavior.

* For Siebel 8.0.x Release:

1) Siebel 8.0.0.6 Fix Pack: the Quick Fix has Quick Fix QF0683 (Fix Request #12-1VCQG3H) has been released for certain platforms, as the Patch Nr: 9168939 (available for download on My Oracle Support Portal). The matter of the fix is a change in the “sscfxclib” DLL library.

2) Siebel 8.0.0.9 Fix Pack should include fix of the reported behavior (Fix Request # 12-1VG437T) for all supported platforms.

* For other affected Siebel Releases, the fix pack will be scheduled.

References

BUG:10576888 - ERROR DURING BASE64 ATTACHMENT CONVERSION (INTOBJPS TO XMLDOC)

Applies to:

Siebel CRM Desktop - Version: 8.0.0.9[20433] to 8.1.1.2[21215] - Release: V8 to V8
Information in this document applies to any platform.

Purpose

Provide Troubleshooting information for Siebel CRM Desktop

Last Review Date

August 25, 2010

Instructions for the Reader

A Troubleshooting Guide is provided to assist
in debugging a specific issue. When possible, diagnostic tools are included in the document
to assist in troubleshooting.

Troubleshooting Details

Logging

CRM Desktop:

-The primary logfile for CRM Desktop is "CRMDesktop.log " and can be used to identify issues with customizations, server availability, and errors reported from EAI.

CRMDesktop.log is located in one of two locations depending on the client OS:-

Windows XP: C:\Documents and Settings\{user}\Application Data\Oracle\CRM Desktop\Profile
Windows Vista/Windows 7: C:\Users\{user}\AppData\Roaming\Oracle\CRM Desktop\Profile

-Extended SOAP dumps can be enabled for troubleshooting problems in greater detail
SOAP Dumps log all requests to and responses from the Server

Can be enabled through the Registry on the client workstation. Usual precautions should be taken when editing the registry. e.g back it up.

Add Registry Key:

[HKEY_CURRENT_USER\Software\Oracle\CRM Desktop]
Value: "Siebel:SOAPDumpBaseFname"=“x:\\{path}\\soap_dump.xml"

Note that the path specified in the Registry key must exist
Outlook needs to be restarted after setting the registry key.

Once these steps have been performed SOAP dump files will be created during each sync cycle for analysis

Troubleshooting specific scenarios/errors

Connectivity errors
Various errors that could occur when CRM Desktop connects to Siebel.

Symptom/Error	Cause	Action
Error in CRMDesktop.log: "Synchronization canceled by error: siebel_service: failed attempting to connect to siebel"	Not connecting to the EAI Object manager.	Check component/server is running
Error in CRMDesktop.log: "Exception 'class siebel::siebel_cntr_exception' throwing: siebel_service: SOAP response has unexpected structure."	Typically this means that rather than a SOAP message, an HTTP error (e.g., 500 error) is being returned and cannot be parsed	Examine specific message using SOAP logging Examine Web Server, SWE, and EAI logs to determine cause of problem
Error in CRMDesktop.log: "Exception 'struct win32_exceptions::inet_cannot_connect' throwing: WinInet: Cannot connect to Internet! !sd_synchronization::salesdesktop_sync_host::load_picklists Synchronization canceled by error: WinInet: Cannot connect to Internet"	Failed to connect to Webserver	Check Webserver is running and you can connect from the machine that is running Siebel CRM Desktop

Symptom/Error

Cause

Action

Error in CRMDesktop.log:

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

Not connecting to the EAI Object manager.

Check component/server is running

Error in CRMDesktop.log:

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

Typically this means that rather than a SOAP message, an HTTP error (e.g., 500 error) is being returned and cannot be parsed

Examine specific message using SOAP logging

Examine Web Server, SWE, and EAI logs to determine cause of problem

Error in CRMDesktop.log:

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

!sd_synchronization::salesdesktop_sync_host::load_picklists

Synchronization canceled by error: WinInet: Cannot connect to Internet"

Failed to connect to Webserver

Check Webserver is running and you can connect from the machine that is running Siebel CRM Desktop

Customization related errors

These are errors that typically occur after some form of customization has taken place.

Symptom/Error	Cause	Action
After adding a new field to a CRM Desktop form, following error is encountered "Updating error of {object name} object on storage {CEDC3D49-DDBB-93A2-4992-E5B2CAE62932}: object_locked (Conversion of input Message to Property Set failed with the error : Cannot convert XML Hierarchy to Integration Object Hierarchy.(SBL-EAI-04111)"	Definition of Integration Object in SRF does not match form.	Recompile the relevant CRMDesktop*IO object and deploy to the server
After adding a new validation rule to a form and now the form will not save or close when adding a new record following error is reported:- "Exception 'class scripting::execute_exception' throwing: Script run-time error. 'phonetest' is undefined (Microsoft JScript runtime error) Line: 6, Char 7"	Inspect the newly added form validation rule: <rule message="#msg_business_phone_validation"> <expression> <![CDATA[ var phonetes = new RegExp(/^[+]?[0-9]{0,3}[\s]?[$-. ]?[0-9]{2,3}[$-. ]?[\s]?[0-9]{3}[-. ]?[0-9]{2}[-. ]?[0-9]{2}$/); item["Work Phone #"] != '' ? (item["Work Phone #"].match(phonetest) != null ? true : false) : true; ]]> </expression> </rule> A typo was made when declaring the "phonetest" variable	Fix the variable name. Republish the package
After adding a new field to a form it now the form renders with the native Outlook form. Error in log: "Exception (struct ml::rethrowable_exception<struct resource_manager::resource_not_found>) encountered: "resource id 'lbl_location' not found""	failure to add a localized value to the package_res.xml file	Add the appropriate localized value to package_res.xml <str key="lbl_location">Site:</str> Republish the package
After adding a new field to a form it now the form renders with the native Outlook form. Error in log: "Exception 'struct xml::parse_error' throwing: Errors occured during parsing the document! Code: 0xc00ce504 Line: 4 Column: 4 Public ID: unknown System ID: unknown. A name was started with an invalid character."	The ‘struct xml::parse_error’ indicates invalid XML	-Review the recent XML changes you have made looking for invalid syntax -Use a diff tool to compare the XML to a previously working package to identify all changes to help locate the invalid syntax -Use an XML schema validation tool to identify malformed XML
After attempting to remove an existing field from a form the form renders momentarily, then goes blank. Error in log: "14:46:21:262-2628: Exception 'class scripting::execute_exception' throwing: Script run-time error. 'undefined' is null or not an object (Microsoft JScript runtime error) Line: 77, Char 6 14:46:21:262-2628: Exception (struct ml::rethrowable_exception<class scripting::execute_exception>) encountered: "Script run-time error. 'undefined' is null or not an object (Microsoft JScript runtime error) Line: 77, Char 6" "	Javascript references a control which does not exist (or is misspelled)	Review the deleted elements to get the Control Id values Perform global search for references to these values Modify or remove all javascript referencing these Control Ids Republish metadata package

Applies to:

Siebel System Software - Version: 7.5.2.214 [16066] and later [Release: V7 and later ]
z*OBSOLETE: Microsoft Windows 2000

Product Release: V7 (Enterprise)

Version: 7.5.2.214 [16066]

Database: Microsoft SQL Server 2000 SP 2

Application Server OS: Microsoft Windows 2000 Server SP 2

Database Server OS: Microsoft Windows 2000 Server SP 2

This document was previously published as Siebel SR 38-1111862111.

***Checked for relevance on 18-Nov-2010***

Symptoms

While trying to create an activity record and add an attachment to that activity using the EAI Siebel Adapter, the activity and attachment records were created successfully but the contents of the attachment file that is not “.txt” extension such as .htm or .doc was not showed properly when opening the file via clicking on corresponding hyper link of the attachment.

The log file generated when creating the activity and attachment records showed following errors:

EAITransport    EAITransportWarning    2    2003-11-10 09:53:14    [0] Cannot convert XML Hierarchy to Integration Object Hierarchy.
(SBL-EAI-04111) (IDS_EAI_ERR_EAIXMLCNV_XMLHIER_TO_INTOBJ)
EAITransport    EAITransportWarning    2    2003-11-10 09:53:14    [1] Error Base64-decoding binary attachment with ContentId: '1-B38'(SBL-EAI-04120) (IDS_EAI_ERR_INTOBJHIER_ATTACH_DECODE)
EAITransport    EAITransportWarning    2    2003-11-10 09:53:14    [2] Error invoking service 'EAI XML Converter', method 'XMLDocToIntObjHier' at step 'Convert'.(SBL-BPR-00162) (0x80d8)

The activity and attachment message was sent from external application to Siebel application via HTTP.

Cause

The http payload was sent through internet explorer´s address bar as part of the URL (HTTP GET method).
This caused unwanted characterset conversions that lead to the issues described here.

Solution

The reported behavior was not reproducible when processing the incoming message read using EAI File Transport business service in Siebel dedicated client .

The behavior was also not reproducible when sending the incoming message via HTML form (HTTP POST method).

It is recommended that you do not use internet explorer´s address bar (URL) to send the payload.
Instead, please use a form and submit the data in the Message Body of the request (POST method).

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