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Looking for sites that are having an FTP (main Syncserver) Synch hang when running Sync as a service 
Posted: 27 Jun 08 7:35 AM
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BACKGROUND:
Last fall (2007) we ran into a problem where sync as a service would hang itself. When this happens you can easily see exactly where this happens if you launch the SyncMonitor app. The line it's happening on is:
Transferring files from profile ...........
We have run into a few others whare this is happening and so far the only things found in common are:
On Server 2003
IE7 is installed on the server
the ftp server is NOT on the same server a the sync server (at least in the cases that we have seen)
It makes no difference if its Slx vers 6.2.6/7.0.x/7.2.x
The ONLY solution (short of a server reboot) to get it going is to stop and start the Sync as a service Windows service. In order to detect and get it going again, we added a special "job" to our SyncLogix package to detect the hang and get this restarted.
This happens randomly.. sometimes it goes several days and no hangs.. sometimes hangs on the next cycle after a sync restart. There's no pattern to it.
HOW WIDESPREAD IS THE PROBLE?
We have no idea. All I can say is that it's probably happening a lot and many folks are not aware that it is.
WHAT ARE WE ASKING?
Contact us and let us know if you suspect you are having this problem. We want to make Sage well aware it is a very serious issue and needs to be addressed ASAP!
--
RJLedger - rjlSystems
"...Customer First..."
We have been working w/Slx Support to get to the bottom of this and get a fix to |
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Re: Looking for sites that are having an FTP (main Syncserver) Synch hang when running Sync as a service
Posted: 29 Jun 08 4:23 PM
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Mike,
I have not seen this problem personally, but I have seen others that cause the sync server to hang. The problem I am currently seeing (every once in a while), in version 6.2.6, is that it cannot connect to the database. I think we're seeing some sort of network issue where connections are momentarily interrupted, which is of course not the fault of SalesLogix. However, this problem, and your problem, point to something more general but equally serious - that the sync server service cannot be trusted. Unless the Sage customer sets up their own file monitoring, or religiously checks the SyncMonitor app on a regular basis, the administrator won't know that sync stalled until a user calls up and says that information seems to be missing. The errors given by the sync server (or even the sync client) are too general, if an error is shown at all, the apps don't fail very gracefully, the app certainly doesn't try to work around the issues at all.
While I concur that Sage should address your issue if it is repeatable (or others are seeing it), I think Sage needs to seriously revisit synchronization. It's a good setup in theory, but I am seeing reliability and ultimately user confidence slipping. |
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Re: Looking for sites that are having an FTP (main Syncserver) Synch hang when running Sync as a service
Posted: 29 Jun 08 7:16 PM
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That's ok.. I'm not Mike.. I'm RJ 
I've also seen other issues.. but the purpose of this thread is to trace this specific problem.. Sync Server hanging on an ftp sync.
There certainly are other sync issues.. and I heard of a "hole" in a sync related activity (generation of WG logs where an undetected data loss can happen...
Some folks think now that the new web is here eventually there will be no need for sync... TOTALLY WRONG! - The "disconnected Web client" in v7.5 uses sync ... the RO web server uses sync... Now is the time to get sync fixed.
I suggest that everyone out there that has a sync issue contact Sage Tech Support and report it.. get a case number.. keep pushing to get the problems fixed.
Problems like this (sync bugs) do not get fixed or recorded as defect by Sage.. only when a customer (or BP) calls in to Tech Support (or submites a ticket on-line) will it get logged and investigated by Sage.
FYI: It's really NOT the Sync (as a) Service that's causing the problem. It can hang running synch manually.. and I HAVE seen it happen.. just last week. Sync Service is just a scheduler wrapper. It actually calls the exact and only yncserver.exe that is run manually
Now.. who is seeing Sync Server hangs on ftp sync?
--
RJLedger - rjlSystems
"...Customer First..."
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Re: Looking for sites that are having an FTP (main Syncserver) Synch hang when running Sync as a service
Posted: 01 Jul 08 3:41 AM
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We've had problems with our sync for months now. It works ok for a while and then starts taking 10 minutes processing each file from one particular site and after a fair few hours it gives up the ghost.
Initially we had this problem with a remote users account and we rectified it by retiring the user and creating a new account for him. Now it's files from a remote office that are giving us grief, our BP has been looking into it for the past few weeks, contacting Sage, sending them files, running the trnAnalyzer.exe on the files. At the moment it's settled down but they're still monitoring it daily.
If it's solved then I'll get them to give me some info on what they did and post it here. but judging by how flaky the sync can be I'm not confident it's been sorted long term.
A couple of the companies in our group have decided not to take SLX as their CRM due to this reliability problem !!! |
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Re: Looking for sites that are having an FTP (main Syncserver) Synch hang when running Sync as a service
Posted: 01 Jul 08 7:11 AM
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I hear your frustration Carl. As a BP we hear a lot!
Not to change the thread.. but, here are some Best Practices on setting up sync:
a - Don't use "LAN" sync.
b - Make a uniqe STP for EACH Remote office - complete with it's own infiles/OutFiles/Failed folders
c - Group Remote Users in a max of 5 users per STP.. complete with it's own infiles/OutFiles/Failed folders
d - Avoid Multiple Sync Servers if you can. They are NOT peers. You have ONE primary and the rest are secondary.
e - Don't put Remote Offices on anything but the Primary Sync Server - It does not work well. It' s not supported until the 7.5 release.
f - Don't undersize the sync server (memory/cpu (multi-core is good)/hard drive space - especially C)
g - Don't run AV software against critical SalesLogix sync directories.
So.. any more FTP Sync Hang users out there?
--
rjledger - rjlSystems
"...Customer First..." |
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Re: Looking for sites that are having an FTP (main Syncserver) Synch hang when running Sync as a service
Posted: 02 Jul 08 3:15 AM
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I am running SalesLogix 7.2 service pack 2.
When adding a user to all security teams it start sending a lot of account (250 per cycle). At some point I get the following errors in the event log:
The description for Event ID ( 0 ) in Source ( SyncService.exe ) cannot be found. The local computer may not have the necessary registry information or message DLL files to display messages from a remote computer. You may be able to use the /AUXSOURCE= flag to retrieve this description; see Help and Support for details. The following information is part of the event: Windows socket error: An established connection was aborted by the software in your host machine (10053), on API 'recv'.
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Error running jobs. Access violation at address 004C5E4F in module 'SyncService.exe'. Read of address 00000014
When that happens it keeps giving this error for every sync cycle.
In the end I recut the database for this user and now it seems to work again.
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