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Advisory: Sage CRM 2021 R2 & Above - Workaround available to address 'Exchange sync failure daily after midnight'

In Sage CRM 2021 R2 and above, Exchange sync may fail every day after midnight.

The following error messages will appear in the syncActivityExchangeToCRM logs:
ERROR [http-nio-10001-exec-3]: DD-MON-YYYY HH:MM:SS java.nio.file.InvalidPathException: Illegal char < > at index 127: C:\Program Files (x86)\Sage\CRM\.....\Logs\Exchange Integration\User\....\'admin_syncActivityExchangeToCRM- .log

The root cause of the issue is the file pattern defined in log4j2.xml, which does not allow CRM to create a new logfile each day, and therefore Exchange sync fails.

We recommend one of the following workarounds

Workaround 1: Restarting Tomcat Daily.

Restarting Tomcat daily will resolve this issue by allowing CRM to generate new logs daily. You can schedule this process by following the below post.

Workaround 2: Changing pattern in Log4j2.xml file.

If restarting Tomcat daily is not a feasible workaround, another solution is to change the pattern of syncActivityExchangeToCRM.log in log4j2.xml file.

We have made an updated version of the log4j2.xml file available for download:

To implement this workaround, replace the existing version of log4j2.xml in <CRM INSTALL>\tomcat\webapps\<install_name>j\WEB-INF\classes with the updated version downloaded from the Community, and restart Tomcat for the change to take effect.

This should help you to resolve the issue.