Sage 100

StarShip & MIFS. We have this running at a client on v2016 ADV & has been for years. The service fails just about everyday & once it drops, it tends to go down multiple times that day. This client has 11 warehouses shipping hundreds of orders a day, so this is a huge deal. StarShip is not helpful. They just keep saying its a hardware/network issue, but can't point us where to look or how to resolve. Their logs are useless as well & they will not comb through them even if we give them an exact time of the error. The windows logs don't help either. This has been happening on 2 servers now too. We've had multiple IT guys review as well. So... anyone have a similar issue & know of a resolution? We have purchased time from V-Tech & have worked with them directly & they just keep saying its our end. I need some direction.

Have you looked at Sage KB article ID:20344 ? We always have to up the desktop heap size when running Sage as a service. Also make sure to have all antivirus exclusions made for the server, Sage KB ID:45806

Yes, we have. We are currently increasing the heap each day to see if that helps. It hasn't yet, so either we haven't gotten high enough yet or it will not solve it.

Can you describe a little more what the symptoms are when it fails? Is this a straight disconnect? Error? Crash and you have to start manually ending tasks? Happening in which modules? Limited to one workstation?

The StarShip user will see a few different errors. They will first get Error 1 & Error 2, attached. They are working inside StarShip & pulling SO data in; they don't work in Shipping Data Entry & push it out to StarShip, so no Sage screens freeze up. Some locations don't have Sage open or just have some inquiry screens open. When the crash happens, all locations are affected. The MAS Interface service will still show Running on the server. It needs to be forced to stop using task manager & manually restarted. S Every time there is this lock up & crash, it locks those SO Invoice batches being used. The end user uses a new batch after each lockup. So in order to update all batches they reboot their server, generally each night before updating to free them all up. Sometimes the service will restart itself throughout the day. The service will go into a Stopped state for about 60 sec, then come back up. V-Tech had them setup the service for that auto restart, but it only works sometimes. This happens without error to the end user & doesn't lockup any SO batches. The users will then see Error 3 after the service is restarted. They then need to restart their StarShip client. They have a 50/50 chance that it comes back up OK, otherwise the IT manager has to go into their session & kill all StarShip tasks so they can then restart the client. The whole process is generally 10 mins of downtime. When it happens multiple times in a day, it adds up quickly.

Have you tried changing DEP (Data Execution Prevention) setting on the server? Try changing it for only windows programs. Control Panel, System, Advanced system settings, under Performance click settings. on Data Execution Prevention tab change from Turn on DEP for all to Turn on DEP for essential Windows programs and services. Reboot server.

The DEP setting is already at ""Turn on DEP for essential Windows programs and services only

Rats about DEP, I also found this article on Sage but cannot see a KB number that says to look at the Sage servers Event Viewer, Windows Logs, System and filter the log for Event level warning, event sources win32k, event id 243, this will tell you if the Max heap size has been exceeded. At least you would know if that was it or not.

Ok, I will check this, thanks!

I have 5 results when I look for this, all of them say ""The description for Event ID 243 from source Win32k cannot be found. Either the component that raises this event is not installed on your local computer or the installation is corrupted. You can install or repair the component on the local computer."" I tried Googling that, but I don't know what that means or if it means the heap is failing & needs to be higher or not... assuming so. Looking at the time stamp of the last error, I know this was the morning after IT raised the heap & about the time of day the Sage 100 service failed, as users started logging in. IT had to restart Sage as an application. I know the heap was raised again today, so the new figure will take affect this evening after their nightly reboot. Normally, they have to run Sage as an application because they receive the WindX Client errors when running as a service. I told their IT that its possible this setting is affecting both the Sage & StarShip service. I am really hoping we find a heap value to help both of these & that is the fix! I am assuming it could be causing both services to fail... right?!?

We start with 3072 and go up from there. I recommend this setting at least.

Oh wow! We are nowhere near that yet, so I will have him set this setting for tonight's reboot. Thank you for that!