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dfingliss

Sage 18.2 Performance

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We recently upgraded to Sage 18.2 and have noticed a significant delay using Sage Desktop. Clicking on an application can take 5-10 seconds to respond and open the menu. Additionally, particularly in AP, clicking on Tasks takes an additional 5-10 seconds to expand the tasks menu. This behavior is not present when using the application directly or using the old TS-Main. It also does not occur when using Favorites. As a workaround, I have set up several of my users with Favorites. However, I'd like to get this issue with Sage Desktop recognized and corrected with a hotfix.

I have confirmed that my server exceeds the minimum requirements for Sage. I also have confirmed this to be an issue for other users of Sage 18.1 and 18.2 (the company that hosts my server reached out to several on premises and hosted users and found this behavior on their installs as well).

Here are two links to the problem I am describing:

Company 1 (18.1)

https://global.gotomeeting.com/play/recording/a63dc31c6ae89779fe6c5296ca508a0ee81ebedd4bf5fcfd71891e415be28ce2

Company 2 (18.2)

https://global.gotomeeting.com/play/recording/268fabd6f3ec66710a1ee913b953f4b842625d8a33a109718fcdc2c910b8402a

I have spoken with Sage support several times and am having a difficult time getting this recognized as an actual problem. They initially wanted to blame the hardware/server environment until I showed them the links above. They have pointed me to all the various articles in the knowledgebase for troubleshooting performance and I have verified that they do not correct the issue.

Has anyone else experienced this and found a solution?

Parents
  • 0

    Hi dfingliss,

    We are actively looking in to this to try to find a solution. If you (or anyone else on the thread) would be willing to post the specifications of the workstation and/or server, that would assist us in our testing. Please include:

    Processor

    RAM

    Hard disk type

    Also these questions:

    Does it happen to all users on all workstations?

    Does it happen when logged in to the server as the domain admin and Sage admin?

    Are you using Sage Replicator, Paperless, MyAssistant, Timberscan, or any other 3rd party applications that access Sage data?

    Are you using Record security or File security in Security Administration?

    Thanks!

  • 0 in reply to Jesse Gordon

    We have the same hardware and environment we had in Vs. 16.  We are not using Replicator, Paperless, My Assistant, Timberscan, and we even uninstalled the antivirus in a last ditch effort.  It happens at all workstations.  It happens when logged into the server as the domain admin and the Sage admin.  Favorites works the way it should.  Desktop apps do not work the way they should.  The Desktop calls back to the Server when we try Application-Task or Application-Setup under the Application tab.  It does not call back to the server from Favorites. Over 5 support sessions, you have tried turning the Actian cache engine on and off to test.  You have tried reinstalling Actian twice.  You have suspected our OS, our antivirus, and our processor speed.  There's nothing wrong with us.  The problem is Desktop.  Mark Smethers found a work around for us through a registry edit which will work only for small networks.  I suggest you talk to Mark who understands the problem.  We look forward to you fixing the Desktop. 

Reply
  • 0 in reply to Jesse Gordon

    We have the same hardware and environment we had in Vs. 16.  We are not using Replicator, Paperless, My Assistant, Timberscan, and we even uninstalled the antivirus in a last ditch effort.  It happens at all workstations.  It happens when logged into the server as the domain admin and the Sage admin.  Favorites works the way it should.  Desktop apps do not work the way they should.  The Desktop calls back to the Server when we try Application-Task or Application-Setup under the Application tab.  It does not call back to the server from Favorites. Over 5 support sessions, you have tried turning the Actian cache engine on and off to test.  You have tried reinstalling Actian twice.  You have suspected our OS, our antivirus, and our processor speed.  There's nothing wrong with us.  The problem is Desktop.  Mark Smethers found a work around for us through a registry edit which will work only for small networks.  I suggest you talk to Mark who understands the problem.  We look forward to you fixing the Desktop. 

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