Sage 100

Customer is on Std v2015 in a hosted environment. Upgraded them from 4.5 (same server) in Feb 2016. Problems weren't occurring prior to upgrade. They RDP to the TS which is separate machine/vm from the app server, both W2008 R2 SP1. They are getting several Error 12, then Error 65. Today they received one after (quote) ""our hosted session timed out and when I clicked on a screen that is when I got the error 12 then the 65. They are also experiencing problems with data going missing in sales order entry after entering the data (customer PO & address), going between tabs (main,address,lines,totals), coming back to first screen and the PO# will be gone, same with address. In the Windows Event Log on the TS, I see several Event 140 MUP (attached). Hosted IT says this is due to Sage trying to write to a file that is open and the resolution is for Sage to put out a patch. I don't have a good response (one that I can write!) to this. Can someone give me some good firepower to use to resolve this? Coworker is thinking they are losing internet connection to TS. Thoughts? Thanks

This sounds like your entire issue - the error log says as much. I'd Google the error. It's basically an IT issue IMO.

So you're agreeing with my coworker - it's losing internet connection to the TS (confirming my understanding of your statement). IT is referencing this article from Microsoft: https://support.microsoft.com/en-us/kb/2732673 because (Quote) 'Sage doesn't have an article referencing this'. I'm tired of doing IT's job this week!!

I believe this issue has to do with the SMB throughput. the article you found is really the main issue. SMB v2 seems to cause this. There is also OpLocks that can be adjusted, and see if that helps. There is an article that deals with a different event, but these fixes are worth trying: https://jefferyland.wordpress.com/tag/event-id-1005/

All outsourced IT believes that the standard configuration and diagnostics for an MS Office problem should apply to every other application. It's one of the main reasons companies actively investigate moving to the cloud so they don't have to deal with this type of mis-configuration nonsense.

I'm with George, sounds like a network delay of some kind between the servers. After ruling out antivirus exclusions (maybe they weren't updated after the upgrade), I would have them check NIC settings on the virtual host. Things like VMQ, Receive Side Scaling, TCP Chimney, etc (https://support.microsoft.com/en-us/kb/951037)

i feel your pain, Nancy. We have been chasing a similar problem for more than a year with one customer who is on a hosted system with S100 v2014 Standard. Sporadically a new vendor will disappear and need to be added a second time. Sometimes this happens after an invoice has been entered. We also suspect a disconnect somewhere in the network but the problem is isolated to vendor maintenance and I would expect the problem to appear in other tables and be more random. The customer is using Volume Shadow Copy and knowing the incompatibility with S100 think they can tweak it and get by. DOES YOUR CUSTOMER USE VOLUME SHADOW COPY? We are recommending the customer upgrade to Advanced or Premium to reduce the network activity and of course we have been recommending they turn off VSC.

We use a general health list when looking at these issues in all environments, but they are much more prevalent with the Standard package than Advanced or Premium. This list includes: NIC settings such as power save and TCP off-loading, anti-virus exclusions, backup solutions (all of which use VSS), oplocks, and SMB2 as mentioned. It is helpful to know whether these are separate physical machines, VM's on the same host, or VM's on separate hosts. The reason this is important is because communication between two or more VM's on the same host doesn't hit the physical networking layer we all love to hate. It stays inside the host memory. This is good because it helps rule out things like cabling and switches, but bad because most support shops assume if the VM's have internet, everything is okay.

From the IT guy: The VM's are on the same host. There is virtual switching between the two servers. He says if there was a nw connection problem at the data center, all users on TS would have a problem at the same time, which makes sense. We are having the users document what is happening when. They do appear to have an ISP router problem as they all lost connection to 'Cloud' today. Waiting for an answer as to did they have to launch their Cloud icon again and where did this leave the Sage screens on the TS. So with the customer on a TS environment, does losing their local connection impact their data entry into Sage like it would in a local server environment? Or do i need to concentrate on the hosted environment servers only?

In terminal server environment, losing connection to the internet from the client's local network, should not cause any data corruption. It will simply disconnect their session. I believe the data loss they're seeing is more due to the Delay Write Failed issue within the RDS server, and the Sage application server, and not due to them losing internet connectivity. I would concentrate on the former, rather than the latter problem, though, ultimately, both issues would have to be resolved, but IMHO, they're separate issues.