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Errors when syncing

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New Member
Posts: 3
Country: USA
Accepted Solution

Errors when syncing

[ Edited ]

Most of our 13 ACT 21.1 remote DBS premium are seeing the following error again when trying to sync with our server last reported that fixed per ACT support ticket 8010911688 on June 4th.  Its happened a couple of times before then too.  The fix involves, opening ACTDiag, detaching then deleting all DBS,  deleting the preferences files, creating a new rdb on the server then downloading and installing the rdb to the client and reinputting all preferences (Outlook sync).  At that time the suggested fix resolved the issue but the same problem has resurfaced (have fixed each time, works for a month then doesn't again). I feel this is a bandaid to a deeper problem in ACT.  This is the error:

 

image.png

 

image.png

 

Per the sync log, the changes are being made except I'm being told that the opportunities' updates are not being synced properly.  One user makes a change then syncs, then syncs again in a week and the old dates and values reappear.
 
Interestingly, the server sync log doesn't see any errors from the client-side.
 
======== SYNC SESSION - 8/28/2019 7:50:05 AM ========

[ Info | 8/28/2019 7:50:05 AM ]Message: Synchronization started. 
[ Info | 8/28/2019 7:50:05 AM ]Message: Server object created. 
[ Info | 8/28/2019 7:50:05 AM ]Message: Checking if schema changes are available for sync. 
[ Info | 8/28/2019 7:50:05 AM ]Message: Server establishing synchronization with remote database: ACCUREXDBGC072619
[ Info | 8/28/2019 7:50:05 AM ]Message: Server generated remote sync session identifier: 5e580079-d228-4866-a663-ff22545c64ba:<AccurexDBgc072619>
[ Info | 8/28/2019 7:50:06 AM ]Message: Checking if data changes are available for sync. 
[ Info | 8/28/2019 7:50:23 AM ]Message: Server initialized database send session: 28
[ Info | 8/28/2019 7:50:35 AM ]Message: Server initialized. 

======== SYNC SESSION - 8/28/2019 7:03:47 AM ========

[ Info | 8/28/2019 7:03:47 AM ]Message: Synchronization started. 
[ Info | 8/28/2019 7:03:47 AM ]Message: Server object created. 
[ Info | 8/28/2019 7:03:47 AM ]Message: Checking if schema changes are available for sync. 
[ Info | 8/28/2019 7:03:50 AM ]Message: Server establishing synchronization with remote database: ACCUREXDBGC072619
[ Info | 8/28/2019 7:03:50 AM ]Message: Server generated remote sync session identifier: 089c0e13-4ca3-4add-a8ce-25e63fbaf867:<AccurexDBgc072619>
[ Info | 8/28/2019 7:03:51 AM ]Message: Checking if data changes are available for sync. 
[ Info | 8/28/2019 7:04:11 AM ]Message: Server initialized database send session: 28
[ Info | 8/28/2019 7:04:18 AM ]Message: Server initialized. 
[ Info | 8/28/2019 7:07:24 AM ]Message: Synchronization completion done. 
[ Info | 8/28/2019 7:07:24 AM ]Message: Synchronization has completed. 
[ Info | 8/28/2019 7:07:24 AM ]Message: Items sent:
Activity - Added 148, Deleted 1, Updated 172
Campaign Results - Added 2, Updated 226
Contact - Added 36, Updated 786
Group - Added 7, Updated 2
History - Added 146, Updated 13
Metadata - Added 2, Deleted 1, Updated 9
Note - Added 54, Updated 95
Opportunity - Added 2, Updated 123
Other - Updated 1
Security - Added 152, Deleted 2, Updated 69
Sync - Added 35, Deleted 1, Updated 313
System - Updated 39
Total Records Synchronized - 2437
Files - Attempted 429, Completed 429
Exceptions Occurred - 0

[ Info | 8/28/2019 7:07:24 AM ]Message: Items received:
 
 
The first error described has been reoccurring after fixing with the recommended method http://kb.act.com/app/answers/detail/a_id/27044  several times now.  It will sync without error for a month or so then this long message will reappear (first screenshots).
 
Please help!   When will ACT 22 be released (we are on subscription level accounts)?  Any help you can provide is greatly appreciated.

Accepted Solutions
Solution
Accepted by topic author czepielg
3 weeks ago
New Member
Posts: 3
Country: USA

Re: Errors when syncing

Thank you so much for your follow up however after trying this I was still seeing the errors.  This resolved it:->

https://help.act.com/hc/en-us/articles/360027228474-Custom-Table-Records-Do-Not-Display-In-Some-List...

View solution in original post


All Replies
Silver Contributor
Posts: 1,779
Country: United_Kingdom

Re: Errors when syncing

It seems a vital item has been missed given your reoccurring problem.

 

In ACTDIAG select databases and right click on the database. Now select Database Rebuild and chose Rebuild Sync Objects.

 

It might work rebuilding the server and all remotes but if you need to send out new RDBs make sure this is run on the server before cutting the new databases. I would also rebuild the schema/s as well just to be on the safe side.

New Member
Posts: 3
Country: USA

Re: Errors when syncing

I'll try this and report back.  Could you please tell me how to rebuild the schemas?

Silver Contributor
Posts: 1,779
Country: United_Kingdom

Re: Errors when syncing

They call it meta objects in the list of repairs, it should include the schema.

Solution
Accepted by topic author czepielg
3 weeks ago
New Member
Posts: 3
Country: USA

Re: Errors when syncing

Thank you so much for your follow up however after trying this I was still seeing the errors.  This resolved it:->

https://help.act.com/hc/en-us/articles/360027228474-Custom-Table-Records-Do-Not-Display-In-Some-List...

Silver Contributor
Posts: 1,779
Country: United_Kingdom

Re: Errors when syncing

Thank you for the update and solution as it will be helpful to others. Can you confirm you were using ACT Premium Plus with additional tables as I had not picked up on this from the forum post.