Note: This article applies to v7 and higher

How to troubleshoot Sage X3 issues related to Syracuse?

Syracuse-related issues can manifest itself in various ways, such as, but not limited to:

• Fatal errors
• Users being disconnected from the system
• Old sessions remaining even as users logged out and consuming licenses
• Issues rendering the screen or data on landing pages
• Batch server issues in v11 and higher
• Memory / JS node issues

Note: This article is meant as a generic troubleshooting guide. For specific issues reported as defects, other knowledgebase articles may exist already, with specific resolution steps to resolve. The very first step in troubleshooting Syracuse issues is to ensure you're on the latest compatible version of Syracuse:

• v7 of Sage X3
  • Upgrade both Syracuse and Sage EM to the same patch. If v7 is on patch 5, Syracuse must also be from the patch 5 installer.
  • Do not use a Syracuse version that's lower than the Sage EM patch (i.e. Sage EM is patch 5 but you're using Syracuse from patch 4).
• u8 of Sage X3
  • Upgrade Syracuse to 1 level above the current patch of Sage EM. If u8 is on patch 5, Syracuse can be from patch 5 or patch 6.
  • Do not use a Syracuse version that's lower than the Sage EM patch.
• u9 and higher of Sage X3
  • Upgrade Syracuse to any level above the current patch of Sage EM. If u9 or v11 is on patch 5, Syracuse can be from patch 5 or higher. u9 and above allows going to the latest version of Syracuse without needing to patch the core system.
  • Do not use a Syracuse version that's lower than the Sage EM patch.

To see the Syracuse version installed, go into Sage X3, Administration and look for the About. The Web server version is what you're looking for. Different versions of Sage X3 may have this value in different locations. See the attached knowledgebase article for more details on how to check a folder's version.

1. In addition to the above version-specific scenarios, Sage Support will also require the Syracuse logs (from multiple Syracuse servers if there are multiple servers), located in the Syracuse logs subfolder, typically Syracuse\Syracuse\logs. You may compress the entire logs folder, and send it to Sage Support. Do not send only a select few files as we may need to look at more than those files. Also, the modified time and date stamps on the files, as well as the number of log files created, also gives a clue as to what's happening, and when.
2. When issues are immediately present, screenshots of Task Manager showing node.exe, preferably with the command line column added may be helpful, such as:
3. Confirming what's in the System Event Viewer may also be beneficial. For example, under the System Event Viewer, you may see an error showing "Incorrect Function", which is a generic error confirming the Syracuse service was restarted expectedly, thus kicking all useres off the software . Filtering the System Event Viewer by the code of this error will give an idea of how long the issue has been ongoing.
4. Ensuring other components, such as the Runtime and other SAFE components are up to date may also be beneficial. Like the Syracuse component, you can go directly to the latest SAFE components to ensure compatibility issues aren't at fault. Certified Sage consultants should have access to PatchFinder.