Sage 100

Have a client on Sage 100 Standard 2015 that is experiencing random files being deleted in the payroll and work order modules during regular processing. Not always the same files but always a file that is being used for data entry and update. It only happens in the non-framework WO and PR modules, they process a steady volume of transactions in the other modules without any issues and this happens about 2 3 times every week. We have removed the anti-virus software and continue to have the issue on a workstation and a terminal server. Windows audit log shows the file being deleted by the user doing the processing almost as if Sage were deleting it on purpose. I'm stumped and would appreciate any suggestions. Thanks! @Sage100UrgentSupportNeeded

There are times a file IS deleted during processing, and then recreated. Sometimes I've run into these things and the issue is that it's not able to be recreated, not that it's being deleted.

I agree with Beth. The problem isn't that it's getting deleted but that it can't be recreated. Double-check anti-virus on the workstation and terminal server and check user rights.

what filenames are being deleted (and not re-created...)

I have had this happen on two different sites. Both had Webroot Anti-virus installed on the client workstation. Sage has confirmed that files are deleted during processing. The issue is that they cannot be recreated. Whether Webroot is turned off or on, we still are missing PRIxxx everytime payroll is run.

Some of the old code uses code to remove a file then write the same file back as new. The program that does the work is SYINIT and around line 1035 it attempts multiple times to erase a file. I have run into something like this before with another customer and in their case they were getting an error 12 for the file that was missing. It seemed to us that it was a timing issue and we ended up increasing the wait before it attempts to delete the file again so it will see that it was gone and be able to create the file. What is interesting is that this user was also using WebRoot Anti-Virus. We had tested with it disabled and still got the issue. I am wondering if webroot has something in the background even if turned off that filters traffic that might delay the communication. It was only happening on one machine. Others were fine.

We fought this battle for 5 months with a client using Payroll. the short answer is that the resolution turned out to be a new workstation for one of the users. We looked at this upside down and backwards, and had a Sage case. A new IT provider had supplied the problem workstation, but none of the other, older workstations that did not have the issue. They also provided the new workstation. Don't know what they did this time, but the issue has not recurred.

@ToddMartin how did you increate the wait time? I have a client this is happening to and also they have Webroot with all the Sage files EXCLUDED. They continue to have it happen.

a Master Developer can modify the program in question to add a ""wait 3"" statement (or some value of seconds) where needed.... a slight pain as installing service updates (may) or new versions (will) wipe out the mod, as this is not object oriented....

WebRoot seems to be the common factor here - this client is using it too. We had the IT people do a complete un-install on the workstation and will see if that takes care of it. Side note: they reported this happening on their terminal server too but that was misinformation, only happens on the local workstations. Many thanks to everyone for the suggestions and feedback, a testament to the amazing power of 90 Minds!

@ToddMartin - Did exactly the same too a couple of times and couple times while at Sage. It's that 1990s SYINIT code that's largely Antivirus unfriendly.

Can anyone tell me what to discuss with the WebRoot people? is there a specific program we can ask them to allow? Already have done the standard exclusions.

We asked them to completely remove it from the computer. I believe they replaced it with something else to provide protection for the user. My understanding of WebRoot is that excluding directories is much more difficult/almost impossible to do.

Just like Jeff mentioned @MaryMays we are an MD and we gave it a ""wait 1"" just before the last erase.

thanks everyone - I'll let my client know it looks like WebRoot and Sage payroll are incompatible.

Our client uses MS Security Essentials, not WebRoot.

Check to see if they have shadowing in place to keep a second backup server synced. I remember once this caused certain files to delete as it tried to synchronize the files.

MS Security Essentials is one I don't know much about. I still think it's a problem with Webroot (and now MS Security Essentials maybe). Our client is going to switch 10 of his Sage payroll workstations to a different antivirus that we know is compatible with Sage (Trend Micro Hosted Security Services) for 30 day trial and see if that works. He didn't want to go back to Webroot and ask them about it - said it was difficult getting through.. We don't want to modify the programs either unless that's a last resort.. He said all his PC's were core i7 processor.

@BillPfahnl No, my client does not have volume shadow copy on - that's one of the first things we check.

Update on this issue: We found that the Sage users had Modify access to the Sage folder but not Full Control. According to the IT group the only difference is Full Control allows the user to take ownership of the folder which permits the Cryptolocker malware and variants to wreak havoc on the Sage folder if they get it. We had them add Full Control access to the Sage folder and the problem has not returned!