Skip to main content

Sync Troubleshooting

Updated

GENERIC ERRORS

EXAMPLE 1

"The underlying connection was closed. A connection that was expected to be kept alive was closed by the server."

  • Can be encountered by desktop and cloud syncs. This means the connection to the database was abruptly ended during the sync process. This is often due to the associated server going under for scheduled maintenance. In most instances, the sync can be re-run shortly after.

EXAMPLE 2

"Fatal error occurred while running spebcImportERPInvoices at LINE: 903 |MESSAGE: Cannot insert duplicate key row in object 'dbo.tebcERPInvoice' with unique index 'IX_tebcERPInvoice_Group_Comp_TT_B_TA'. The duplicate key value is (405c0ebb-102c-4233-9469-ee006a1cf512, ABOND, IN, 428.200, 428.200, 1007676)."

  • This error occurs when one of the data values in the index changed and attempted to upload twice. When this occurs, have the end user kick off another sync.

    If the sync passes but the data is incorrect, they will need to kick off a sync re-init to fix the data.

    If the sync fails, enter a DevOps ticket. Engineering will need to remove the duplicate record.

EXAMPLE 3

"Import Stored Procedure run timed out."

  • This can occur with desktop syncs. The import stored procedure is trying to communicate with the sync application running on the user's server, but can't find it anymore.

    Typically, this means that the sync application was closed while the sync was still running. This can happen if the server was undergoing scheduled maintenance, a user manually ended the process, or another service interrupted the sync.

    Make sure all sync processes are ended on the server before kicking off another sync. Additionally, make sure you manually end any syncs still running on the logs page by selecting "End Sync." Once all syncs have been ended, kick off another sync to resolve.

EXAMPLE 4

"Start of Sync"

  • This is the first message that shows in the client when a sync is run. If the sync has been running for hours and the status still shows as "start of sync," the sync application was ended on the server while it was still running. Before kicking off another sync, make sure you manually end the sync in the client by selecting "End Sync."

EXAMPLE 5

"Transaction (Process ID 112) was deadlocked on lock resources with another process and has been chosen as the deadlock victim. Rerun the transaction."

  • Deadlock errors can be encountered when the aging process for two syncs run into each other. This will cause the immediate sync to fail, but the end user is able to immediately kick off another sync to remedy. This can be more frequently encountered in multi-tenant databases since multiple companies are kicking off syncs throughout the day.

GENERIC SQL

EXAMPLE 1

"Error in Customer SQL View : Invalid object name 'vatcImportCustomer'."

"Error in Contact SQL View : Invalid object name 'vatcImportCustContact'."

"Error in Invoice and or Invoice Lines SQL View : Invalid object name 'vatcImportInvoice'."

"Error in Payment and or Payment Application SQL View : Invalid object name 'vatcImportPayment'."

  • Encountered if the SQL views were not found during the sync process. Certain companies (such as Senneca Holdings) rebuild these views each night, so it could boil down to a timing issue. If this is not the case, then check to make sure the SQL views were not renamed or migrated to a different database. After verifying the views are present and accurate, you can kick off another sync.

SAGE INTACCT

EXAMPLE 1

"Error Retrieving Intacct Customer Data Started.No Operations Element: Object reference not set to an instance of an object. Control of query failed with Error #DL02000001, Description: The Service is Temporarily Off-line"

  • Common error for a service being offline for maintenance. Allow some time before kicking off subsequent sync attempts.

EXAMPLE 2

"Error Retrieving Intacct Customer Data Started.No ResultID in PopulateDataTable, readMore request cannot be completed. [22], Request [An error occurred: The remote server returned an error: (429).]:"

  • Too many requests to the Intacct API. Intacct will prevent all further sync attempts until a certain time. If this is encountered, reduce the number of times the sync runs in a day.

NETSUITE

EXAMPLE 1

"Error Searching and Reading the Customer Payment Data:The request failed with HTTP status 503: Service Unavailable."

  • Common error for a service being offline for maintenance. Allow some time before kicking off subsequent sync attempts.

QUICKBOOKS DESKTOP

EXAMPLE 1

"Error Processing QuickBook Company Data to SQL Unable to find the QuickBooks Request Processor on your system. Please make sure your application is running a 32-bit process and that QuickBooks 2002 Pro or higher is installed on your system or use the Remote Connector. (Error 80040438)."

  • The sync process was unable to connect to the .qbw file. This could be due to the version being invalid as it notates above, or they just did not have the QuickBooks file pulled up properly. Make sure the end user has the .qbw file open and re-run the sync.

Related articles