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Django

CRM Hangs when trying update Sage 300 customer

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Upgrade from an old version of CRM to 2021 R2 Patch 2

Lots of stuff didn't upgrade properly.  All errors were resolved when we did the multi-step upgrades but it definitely did not go smoothly.

We have CRM running. We can look at a customer and we can see the new Sage web screens embedded within the tabs (like the Customer tab). Using the web screen we can update the Sage customer.

When we use the CRM screen to update the customer address CRM goes away to think and never comes back.

We log out of CRM.

Then we run a query against the CRM database: select * from Person and we are blocked by the update we just tried to run. CRM is trying to update the timestamp fields on a record in the Person table.

CRM address record was updated.

Sage was not.

If I update a CRM address for a company that is not connected to Sage I have no problems - the record is updated in the CRM database with no problems.

So I feel like the mechanism by which CRM is trying to push the update to Sage is failing.  Is that using the sdata feeds?  We have done the various tests and have confirmed that sdata says 'Hello World'.

Not sure where to go to next.

Parents
  • 0

    Do the CRM Logs give you any insight on what might be going on?

  • 0 in reply to Michele Gaw

    So CRM is starting a database transaction but then dies when trying to update Sage.

    There are no errors trapped by CRM and nothing is logged by CRM.

    There are no errors in Tomcat logs.

    I can't find any errors anywhere.

    We're going to try installing CRM on a brand new server and point it to a clean CRM database.  If that works then we'll point it to our upgraded database and see how it fares.

  • 0 in reply to Django

    I don't have an install of Sage 300 and I don't work directly with Sage 300 as I work with Sage 300 CRE.  Therefore, I don't know how CRM connects to 300.  However, since 300 is an SQL database, it seems like there should be "linked" tables in the administration area.

    It sounds like Sage CRM lost it's link to the 300 table for the address.  I am not sure if you can see these linked tables in the administration area and "resave" to refresh.  I am assuming that if you look in Advanced Customization-->Tables and Databases that you would be able to see the tables that you are trying to insert into.  If you edit and save, I wonder if it would fix the broken link.

    Perhaps someone that works with Sage 300 would have a better response.  I am working off the "theory" of how Sage CRM connects to databases.  :-)

    Hopes this helps.

  • 0 in reply to Michele Gaw

    Hi Michele,

      Thank you for your responses - I appreciate it!

      Alas, CRM pushes updates to Sage via an sdata connection or Tomcat connection (I think) vs a SQL connection.  If it were a connected server then SQL would return an error of some sort due to a failed connection or bad password (and I could solve that! :) ).

      The system health screen gives all green lights.

      We did find some references in some of the .js files that were looking for data that needed to go through a translation routine.  One of the .js files mentioned a field called AdLi_TypeARAddress which isn't found in the CRM database anywhere - neither in the upgraded one or a clean CRM install.

      Anyway - this install is a mess so we're getting a new server tomorrow to install CRM on and we'll point it at the clean database to see how it acts. Then we'll point it to the upgraded database. This will tell us if we have an installation/environment issue or if the issue is within the meta data inside the database.

    Wish me luck!

  • +1 in reply to Django
    verified answer

    Hi Django,

    I had the same problem with an old CRM install of 7.3 moving to CRM 2022 and Sage 300 2023.  I tried 7.3 -> 2019 -> 2022 and ran into all kinds of issues with CRM, like you described, and CRM integration.  I had to go 7.3 -> 2017 -> 2019 -> 2022.  It may be too late now but this worked for me.

    Have you tried synchronizing the Sage 300 tables??  I found that we could not do anything until this was successful.

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  • +1 in reply to Django
    verified answer

    Hi Django,

    I had the same problem with an old CRM install of 7.3 moving to CRM 2022 and Sage 300 2023.  I tried 7.3 -> 2019 -> 2022 and ran into all kinds of issues with CRM, like you described, and CRM integration.  I had to go 7.3 -> 2017 -> 2019 -> 2022.  It may be too late now but this worked for me.

    Have you tried synchronizing the Sage 300 tables??  I found that we could not do anything until this was successful.

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