Are you on Standard or Advanced Sage 100?

Forgot to mention, we are on Sage 100 Advanced ERP 2014 (Version 5.10.1.0)

Jon, couple questions. Do you use multiple companies? Do you have multiple sales order screen setups? I mean have variations of the sales order screen been created through the customizer - one of which may have only a button for OK. Does the user use a shortcut to get to the sales order screen or do they use the option on the menu?

Note that the Sales Order Inquiry and Sales Order/Quote History Inquiry both have only an OK button. It sort of sounds like somebody was in there, thinking they were in the order entry program. But of course you cannot enter new orders there.

What tools / methods have you used to verify that there is "no record" of the sales order? What's the typical profile of a sales order - multiple line items, multiple tax codes, serialized items or not ... there's a host of places to look for fingerprints if you know a typical order looks like. For instance, if you take deposits by credit card on sales orders you could look for the credit card activity.

Jim, I'll try to answer these in order... We have multiple companies set up but only use 1, the others are test environments. We only have 1 customization for the Sales Order Entry screen and it is set to ALL users ALL companies. The user gets to Sales Order Entry through the normal menu, Sales Order>Main>Sales Order Entry.

I would not have believed the thing about the OK button for myself except that I saw it in person and took a screenshot of it, see below:

I sat with him the day I took this screenshot, we entered an order start to finish, and clicked OK. I went over to the rep sitting next to him, checked sales order entry, and the order was not in the system. We'd log out of windows and log back in and the buttons would be back to normal and the orders he entered would stick.

I also checked the Customizer and there isn't even an OK button that shows up there, just the normal buttons.

As far as verifying there is "no record" of the sales order... I have links to SO_SalesOrderHeader, SO_SalesOrderDetail, SO_SalesOrderHistoryHeader, and SO_SalesOrderHistory in one of my access databases and no records exist in any of those tables with the sales order #'s he has entered that "disappear". 

I have also checked the tables through data file display and maintenance, and no records for those sales orders.

We don't do CC processing through Sage, maybe there is some other table I should be looking at?

So far this has only effected this 1 user on this 1 computer and only rarely, the times it was happening before were domain authentication issues.  Really weird problem.

Also, the day I took the screenshot shown above, I logged to Sage as me (unlimited admin rights) and had the same issue with the buttons looking different and the order I entered not showing up.

I wonder if there is anything in the SQL Server Logs to shed any light on it. Because it sort of seems like Sage "thought" the order was sent to the database and the database decided not to keep it. Should be some log entry about that. But that will not explain the weird screen behavior.

There are some Sage programs you can run from the File menu that will change the way Sage behaves. Such as the *esc program that disables all customizations. It's not only that workstation every day, but only that workstation only sometimes, so there must be some other pieces to the puzzle.And what an interesting puzzle it is.Glad it's yours and not mine. :)

Did you reinstall the Sage Client? We just had a problem connecting to SQL after installing patch 6. Lost half a day fiddling on the server before the Sage tech decided to reinstall the client, for lack of anything else to do. And that solved our problem.

The OK button is really strange. Has to be coming from somewhere.

Just for grins, use windows explorer to look in the MAS90\SO\Custom folder. If you truly have only one customization for ALL companies and ALL users you should see a folder ###-### and nothing more.

You might also try going to Custom Office | Utilities and running update custom panels to current level and rebuild customizer log (especially if you see more than one folder in the above mentioned directory.

Tom, I checked the MAS90\SO\Custom folder and I do only have 1 folder that says ###-###. Looking in the folder, I am noticing something that is a little different...

The only customization that has a "NEW" file is for so_salesorder, could that mean anything?

I will run the utility tonight when people are out of the system to see if it helps.

I have completely reinstalled the client, since doing that the OK button has not shown up again (according to the user anyway). The Sales Orders not being written to the system is still an issue. Apologies if this is a stupid question but in regards to checking SQL Server Logs, I believed Sage 100 Advanced ERP uses Providex and not a SQL server? If that is true are there other logs that could be checked?