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Forum to discuss general administration topics for SalesLogix (including LAN & remote topics). View the code of conduct for posting guidelines.
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Sync Problems
Posted: 02 Jul 08 3:39 PM
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So, I am new to Saleslogix and new to software support as well. So please forgive this if my angle is a tad off.
I had two remote users report that their notes and activities were not showing on the host. I confirmed that they are not. I had noticed this happen a couple times before and under advice from Sage re-cut and installed the database which seemed to resolve the problem. But for three in a month's time?
It seems to have been a problem that started (according to those who worked here) after the 7.01 upgrade done about 1.5 years ago. At least according to the users, there are no solid notes on the issue.
Now it's shocking that we have only 11 remote users and 3 of them are having database that need to be reinstalled. I am now being told by their management that this seems to happen bi-monthly to one user or another. I called Sage yesterday and was sent instructions to re-cut the database. Which I did, and it resolved the user's issue again.
I have one user left with this problem, I would like to understand why this is happening? What steps should I undertake to troubleshoot this?
The only message that is consistent is when they sync,
"Applying changes
The file 2kpu-a200k2w.m6qn was ignored because it is older than your database. "
It's worth mentioning there were no files in the outfile synclogs shared folder for m6qn.
I am trying to set a time to work with a remote user and David from the 1-800 number for Sage. But I am still not sure I am doing all I should be doing (you can be sure management thinks that!)
Thoughts? Ideas? Is there any more information I should be gathering?
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Re: Sync Problems
Posted: 02 Jul 08 4:29 PM
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Daniel,
This can be a very frustrating cycle, which many have dealt with over the years 
I have two initial questions...Are you syncing FTP or Network sync? When you cut the new DB's are you creating a new site code for the users? |
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Re: Sync Problems
Posted: 02 Jul 08 10:35 PM
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Todd,
We are using network to sync and I was instructed to not create a new site code by sage support. Should I be? |
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Re: Sync Problems
Posted: 07 Jul 08 8:10 AM
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Hi Daniel,
You basically have two options with the user systems once they get out of sync with the messages you're receiving. You can cut a new DB without changing the site code, but you have to do some manual cleanup of "older" TEF files and any files related to the DB's that came before the one you just re-cut. Those older files are what cause the errors you are seeing, and they are still sitting somewhere in the sync folders trying to be sent out to the user's site code. If you are having recurring issues with a specific person, I like to use a new site code, BUT you need to do a few things first to make sure there is no data lost. Basically, you can sync in any changes the user has made to the host DB, but you want to hold hands with the files as they sync in...
Remote into the users machine, or get their laptop if they are local. perform a manual sync to send files to the sync server. Check out the sync server and make sure it receives those files. Now make sure your sync server isn't currently running, stop the sync service for a moment, and manually run a full sync on the sync server for this user. Make sure the files get "consumed" cleanly. Manually perform some syncs from their machine into the main DB, and make sure all of their changes are "consumed" by the main system so whatever the remote user did on their machine is not lost. Start the sync service back up and eveything is back to normal. Make sure the user knows not to make any changes until you get their new DB setup. Anything they do will be lost until they get the new DB. So, make sure this can all happen in a scheduled time-frame on a single day.
Now, cut a new DB for this user and creat a new site code. This will give the remote user a new identity in the sync tables and should be a completely fresh start for the user.
Cleanup the remote users sync folders and old DB, etc. Then attach the new DB with a new site code.
Hope this helps.
Todd |
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