We have a successful implementation of audience manager, where a link in the e-mail points to a page on the site. This link works most of the time, but after a while we get the Error below. Resetting IIS does solve the issue temporarily.

Because this issue is hard to reproduce it would be good to hear if someone else has solved this issue.

Exception information: 
Exception type: ClassNotFoundException 
Exception message: com.tridion.marketingsolution.tracking.HandlerBase
java.lang.ClassNotFoundException: com.tridion.marketingsolution.tracking.HandlerBase
    at com.codemesh.classloader.ExtensibleClassLoader.findClass(Unknown Source)
    at com.codemesh.classloader.ExtensibleClassLoader.loadClass(Unknown Source)
    at com.codemesh.classloader.ExtensibleClassLoader.loadClass(Unknown Source)
    at java.lang.Class.forName0(Native Method)
    at java.lang.Class.forName(Unknown Source)
    at com.codemesh.bootstrap.JarInputStreamBootstrapper.forName(Unknown Source)
   at Codemesh.JuggerNET.NTypeValue.Throw(Int64 inst)
   at Codemesh.JuggerNET.JavaClass.ThrowTypedException(Int64 inst)
   at Codemesh.JuggerNET.JavaClass.init()
   at Codemesh.JuggerNET.JavaClass.get_JObject()
   at Codemesh.JuggerNET.JavaMethod.init()
   at Codemesh.JuggerNET.JavaMethod.get_MethodPtr()
   at Codemesh.JuggerNET.JavaMethod.get_Handle()
   at Codemesh.JuggerNET.JavaMethod.CallObject(JavaProxy jpo, JavaMethodArguments args)
   at Com.Tridion.Marketingsolution.Tracking.HandlerBase..ctor(String action, String parameter)
   at Tridion.OutboundEmail.ContentDelivery.Tracking.Handler.HandlerImplementation..ctor(HttpRequest request)
   at Tridion.OutboundEmail.ContentDelivery.Tracking.Handler..ctor(HttpRequest request)
   at Tridion.OutboundEmail.ContentDelivery.Synchronization.Tracking.Page_Load(Object sender, EventArgs e)
   at System.Web.Util.CalliHelper.EventArgFunctionCaller(IntPtr fp, Object o, Object t, EventArgs e)
   at System.Web.Util.CalliEventHandlerDelegateProxy.Callback(Object sender, EventArgs e)
   at System.Web.UI.Control.OnLoad(EventArgs e)
   at System.Web.UI.Control.LoadRecursive()
   at System.Web.UI.Page.ProcessRequestMain(Boolean includeStagesBeforeAsyncPoint, Boolean includeStagesAfterAsyncPoint)
  • 1
    Seems to suggest a missing jar file in Tridion CD - is this a load balanced environment with more than one application? Could one server be set-up right and one not, hence the intermittent error?
    – Neil
    Commented Aug 12, 2013 at 8:08
  • 3
    com.tridion.marketingsolution.tracking.HandlerBase is part of the oe_tracking.jar, a intermittent ClassNotFoundException is either a setup issue, or it is indicating another issue which is just masked through this error. Commented Aug 12, 2013 at 9:13
  • 1
    Those comments should be answers. Commented Aug 12, 2013 at 17:57
  • 1
    It is a load balanced envirionment, but i tested it on one of the machines and localhost as URL. So it is definitely this server. Restart of the IIS on this machine solved the issue. The only thing i can think of is that the connection between .Net and Java (JuggerNET) fails after application pool refreshing multiple times over a long period of time.
    – FuZZbaLL
    Commented Aug 13, 2013 at 7:29
  • 6
    That's why the Tridion documentation is quite explicit that you should configure your application pool to NOT recycle.
    – Nuno Linhares
    Commented Sep 4, 2013 at 17:05

1 Answer 1


It may be worth checking the version of Java that you are using. Only certain versions are supported and proven to work for SDL Tridion 2011.

You may want to check out the answers here (especially Pankaj's answer): What versions of Java are supported and proven to work for Tridion 2011 SP1 HR1?

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