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Remote DB out of sync with Main DB (ACT 2013)

Copper Contributor
Posts: 123
Country: Canada

Remote DB out of sync with Main DB (ACT 2013)

[ Edited ]

I apologize if this issue has already surfaced, been posted about, or resolved but I haven't been able to find an answer yet.

We use a server that shares our Main DB which runs Sage ACT! Premium (Web) 2013 Version 15.1.108.0 (Server 2008 R2)

The clients use Sage ACT! Premium 2013 Version 15.1.108.0 (Windows 7 SP1 - 64bit)

So here is our unique situation:

A user with a Remote DB did some work at home and had changed a few fields.  He changed a "Status" field which records history when the field is changed and also entered some numbers into another field.

When he synced to the Main DB from the Remote DB he went to check the contact on the Main DB and noticed that the Status field had not changed nor had the numbers entered been added.

The strange thing here is that the History of the field being changed has synced to the Main DB.

There appears to be no problem syncing, no errors, and any future contacts added with the same changes still seems to work as expected after the Remote DB has synced with the Main DB


Any thoughts as to what may have went on here and how to prevent this in the future?

I tried to repair and reindex both DB's and resync but it still didn't work.  Then I tried to rebuild the ACT Metadata from ACTDIAG and sync again. 

I'm not sure what else to try and would like to resolve this because there may be other missing information that I'm not aware of.

Any help would be greatly appreciated.

Platinum Elite Contributor
Posts: 14,384
Country: Australia

Re: Remote DB out of sync with Main DB (ACT 2013)

Did he refresh the screen (F5 or close/open Act!) before looking for the data? It doesn't show till that's done.

Did you look at the sync logs when that happened?
Copper Contributor
Posts: 123
Country: Canada

Re: Remote DB out of sync with Main DB (ACT 2013)

[ Edited ]

Yes, we closed ACT and opened multiple times, refreshed multiple times on each DB, resynced multiple times from the Remote DB. 

The affected Remote DB appears to be syncing everything else correctly.  And also tested from other Remote DB's and they all sync new information correctly.

 The only thing I notice that looks odd is when I look at the sync log on the Remote DB I notice 2 Exceptions for items sent and then the next time it syncs there are 2 Exceptions for items received (bolded and underlined below):

======== SYNC SESSION - 2/10/2014 8:45:37 AM ========

[ Info | 2/10/2014 8:45:37 AM ]Message: Sync remote client created.
[ Info | 2/10/2014 8:45:38 AM ]Message: Checking if schema changes are available for sync.
[ Info | 2/10/2014 8:45:41 AM ]Message: Client establishing synchronization with server database: MAIN
[ Info | 2/10/2014 8:45:43 AM ]Message: Initial Handshake completed.
[ Info | 2/10/2014 8:45:43 AM ]Message: Checking if data changes are available for sync.
[ Info | 2/10/2014 8:46:04 AM ]Message: Client initialized database send session: 68
[ Info | 2/10/2014 8:46:32 AM ]Message: Client initialized.
[ Info | 2/10/2014 8:46:34 AM ]Message: Client schema synchronized.
[ Info | 2/10/2014 8:48:46 AM ]Message: Server initialized.
[ Info | 2/10/2014 8:48:56 AM ]Message: Server schema synchronized.
[ Info | 2/10/2014 8:50:06 AM ]Message: Files synchronized.
[ Info | 2/10/2014 8:57:53 AM ]Message: Content synchronized.
[ Info | 2/10/2014 8:58:48 AM ]Message: Exceptions synchronized.
[ Info | 2/10/2014 8:58:52 AM ]Message: Synchronization completion done.
[ Info | 2/10/2014 8:59:12 AM ]Message: Synchronization has completed.
[ Info | 2/10/2014 8:59:12 AM ]Message: Items sent:
Activity - Added 28, Deleted 8, Updated 21
Contact - Added 1
History - Added 10
Security - Added 3, Updated 1
Sync - Added 5, Deleted 67
Total Records Synchronized - 144
Files - Attempted 151, Completed 151
Exceptions Occurred - 0

 

[ Info | 2/10/2014 8:59:12 AM ]Message: Items received:
System - Updated 5
DoctorFee - Added 6
Security - Added 90, Deleted 2, Updated 34
Group - Added 186, Deleted 11, Updated 98
Contact - Added 239, Updated 459
Note - Added 294, Updated 77
History - Added 1019, Updated 35
Attachment - Added 68, Deleted 211
Activity - Added 1458, Deleted 98, Updated 242
Sync - Added 338, Deleted 2, Updated 62
Total Records Synchronized - 5034
Files - Attempted 380, Completed 380
Exceptions Occurred - 2


======== SYNC SESSION - 2/04/2014 10:59:02 AM ========

[ Info | 2/04/2014 10:59:03 AM ]Message: Sync remote client created.
[ Info | 2/04/2014 10:59:25 AM ]Message: Checking if schema changes are available for sync.
[ Info | 2/04/2014 10:59:32 AM ]Message: Client establishing synchronization with server database: MAIN
[ Info | 2/04/2014 10:59:45 AM ]Message: Initial Handshake completed.
[ Info | 2/04/2014 10:59:45 AM ]Message: Checking if data changes are available for sync.
[ Info | 2/04/2014 11:00:19 AM ]Message: Client initialized database send session: 67
[ Info | 2/04/2014 11:00:52 AM ]Message: Client initialized.
[ Info | 2/04/2014 11:02:23 AM ]Message: Client schema synchronized.
[ Info | 2/04/2014 11:09:45 AM ]Message: Server initialized.
[ Info | 2/04/2014 11:09:54 AM ]Message: Server schema synchronized.
[ Info | 2/04/2014 11:18:21 AM ]Message: Files synchronized.
[ Info | 2/04/2014 11:25:51 AM ]Message: Content synchronized.
[ Info | 2/04/2014 11:26:11 AM ]Message: Exceptions synchronized.
[ Info | 2/04/2014 11:26:14 AM ]Message: Synchronization completion done.
[ Info | 2/04/2014 11:26:43 AM ]Message: Synchronization has completed.
[ Info | 2/04/2014 11:26:43 AM ]Message: Items sent:
Activity - Added 8, Updated 15
Security - Added 1, Updated 2
Sync - Added 2712, Deleted 9
Total Records Synchronized - 2747
Files - Attempted 151, Completed 151
Exceptions Occurred - 2

 

[ Info | 2/04/2014 11:26:43 AM ]Message: Items received:
Activity - Added 727, Deleted 18, Updated 172
Attachment - Added 58, Deleted 186
Contact - Added 162, Updated 677
DoctorFee - Added 8
Group - Added 68, Deleted 5, Updated 49
History - Added 587, Deleted 2, Updated 20
Note - Added 423, Updated 41
Security - Added 68, Deleted 3, Updated 33
Sync - Added 224, Deleted 2, Updated 27
System - Updated 9
Total Records Synchronized - 3569
Files - Attempted 389, Completed 389
Exceptions Occurred - 0

 



And then for the MAIN DB I see the reverse of those exceptions:

 

======= SYNC SESSION - 10/02/2014 8:45:08 AM ========

[ Info | 10/02/2014 8:45:08 AM ]Message: Synchronization started.
[ Info | 10/02/2014 8:45:08 AM ]Message: Server object created.
[ Info | 10/02/2014 8:45:10 AM ]Message: Checking if schema changes are available for sync.
[ Info | 10/02/2014 8:45:11 AM ]Message: Server establishing synchronization with remote database: CHRISREMOTE
[ Info | 10/02/2014 8:45:11 AM ]Message: Server generated remote sync session identifier: 04c3c51a-6c29-4f40-9fd0-2900c49f8574:<ChrisRemote>
[ Info | 10/02/2014 8:45:14 AM ]Message: Checking if data changes are available for sync.
[ Info | 10/02/2014 8:46:13 AM ]Message: Server initialized database send session: 69
[ Info | 10/02/2014 8:48:16 AM ]Message: Server initialized.
[ Info | 10/02/2014 8:58:21 AM ]Message: Synchronization completion done.
[ Info | 10/02/2014 8:58:21 AM ]Message: Synchronization has completed.
[ Info | 10/02/2014 8:58:21 AM ]Message: Items sent:
System - Updated 5
DoctorFee - Added 6
Security - Added 90, Deleted 2, Updated 34
Group - Added 186, Deleted 11, Updated 98
Contact - Added 239, Updated 459
Note - Added 294, Updated 77
History - Added 1019, Updated 35
Attachment - Added 68, Deleted 211
Activity - Added 1458, Deleted 98, Updated 242
Sync - Added 338, Deleted 2, Updated 62
Total Records Synchronized - 5034
Files - Attempted 380, Completed 380
Exceptions Occurred - 2

 

[ Info | 10/02/2014 8:58:21 AM ]Message: Items received:

 

[ Info | 10/02/2014 8:58:42 AM ]Message: Items received:
Activity - Added 28, Deleted 8, Updated 21
Contact - Added 1
History - Added 10
Security - Added 3, Updated 1
Sync - Added 5, Deleted 67
Total Records Synchronized - 144
Files - Attempted 151, Completed 151
Exceptions Occurred - 0

 

[ Info | 10/02/2014 8:58:42 AM ]Message: Items sent:
System - Updated 5
DoctorFee - Added 6
Security - Added 90, Deleted 2, Updated 34
Group - Added 186, Deleted 11, Updated 98
Contact - Added 239, Updated 459
Note - Added 294, Updated 77
History - Added 1019, Updated 35
Attachment - Added 68, Deleted 211
Activity - Added 1458, Deleted 98, Updated 242
Sync - Added 338, Deleted 2, Updated 62
Total Records Synchronized - 5034
Files - Attempted 380, Completed 380
Exceptions Occurred - 2


======== SYNC SESSION - 04/02/2014 10:59:02 AM ========

[ Info | 04/02/2014 10:59:02 AM ]Message: Synchronization started.
[ Info | 04/02/2014 10:59:02 AM ]Message: Server object created.
[ Info | 04/02/2014 10:59:10 AM ]Message: Checking if schema changes are available for sync.
[ Info | 04/02/2014 10:59:19 AM ]Message: Server establishing synchronization with remote database: CHRISREMOTE
[ Info | 04/02/2014 10:59:19 AM ]Message: Server generated remote sync session identifier: ce3bb88d-0cc7-4f23-b9a6-131137d64b2c:<ChrisRemote>
[ Info | 04/02/2014 10:59:26 AM ]Message: Checking if data changes are available for sync.
[ Info | 04/02/2014 11:02:13 AM ]Message: Server initialized database send session: 68
[ Info | 04/02/2014 11:09:26 AM ]Message: Server initialized.
[ Info | 04/02/2014 11:25:55 AM ]Message: Synchronization completion done.
[ Info | 04/02/2014 11:25:55 AM ]Message: Synchronization has completed.
[ Info | 04/02/2014 11:25:55 AM ]Message: Items sent:
Activity - Added 727, Deleted 18, Updated 172
Attachment - Added 58, Deleted 186
Contact - Added 162, Updated 677
DoctorFee - Added 8
Group - Added 68, Deleted 5, Updated 49
History - Added 587, Deleted 2, Updated 20
Note - Added 423, Updated 41
Security - Added 68, Deleted 3, Updated 33
Sync - Added 224, Deleted 2, Updated 27
System - Updated 9
Total Records Synchronized - 3569
Files - Attempted 389, Completed 389
Exceptions Occurred - 0

 

[ Info | 04/02/2014 11:25:55 AM ]Message: Items received:

 

[ Info | 04/02/2014 11:26:24 AM ]Message: Items received:
Activity - Added 8, Updated 15
Security - Added 1, Updated 2
Sync - Added 2712, Deleted 9
Total Records Synchronized - 2747
Files - Attempted 151, Completed 151
Exceptions Occurred - 2

 

[ Info | 04/02/2014 11:26:24 AM ]Message: Items sent:
Activity - Added 727, Deleted 18, Updated 172
Attachment - Added 58, Deleted 186
Contact - Added 162, Updated 677
DoctorFee - Added 8
Group - Added 68, Deleted 5, Updated 49
History - Added 587, Deleted 2, Updated 20
Note - Added 423, Updated 41
Security - Added 68, Deleted 3, Updated 33
Sync - Added 224, Deleted 2, Updated 27
System - Updated 9
Total Records Synchronized - 3569
Files - Attempted 389, Completed 389
Exceptions Occurred - 0



Any thoughts or suggestions?  Other places I could possibly look?


Also would like to mention that any further syncing between these two shows no Exceptions in the logs.

 

Copper Contributor
Posts: 123
Country: Canada

Re: Remote DB out of sync with Main DB (ACT 2013)

Maybe I should install the HotFix 4 for Act 2013 SP1 - just worried it may create other issues.

Also the release notes for the SP1 HotFixes don't show that they reslove any issues that I am seeing.

Platinum Elite Contributor
Posts: 14,384
Country: Australia

Re: Remote DB out of sync with Main DB (ACT 2013)

Might be better from the remote.... especially if you find the first time it happened.

Also see the "Sync Preview Report" in ActDiag.

Try turning on trace as per:
http://kb.swiftpage.com/app/answers/detail/a_id/23411
http://kb.swiftpage.com/app/answers/detail/a_id/14398

Then see if any more info
Copper Contributor
Posts: 123
Country: Canada

Re: Remote DB out of sync with Main DB (ACT 2013)

Thanks for the suggestions Mike, much appreciated.

I wish I would have had this turned on while the issue had occurred as it may have told me more about the issue at the time it happened. 

I will turn it on an check the logs for anything out of the ordinary but I fear it won't help me resolve the db's not being in sync as they both think they are in sync now.

Will post back when I check the results. 

 

If you think of anything else feel free to post again

 

Thanks again. 

-Eric

Copper Contributor
Posts: 123
Country: Canada

Re: Remote DB out of sync with Main DB (ACT 2013)

Here is what the Sync Preview Report has from the MAIN DB:

Database: ChrisRemote
Database ID: 101
Created on: 16/08/2013 3:21:14 PM
Last Success Date: 14/02/2014 3:59:31 PM
Last Attempt Date: 14/02/2014 3:59:31 PM
Last Complete Date: 14/02/2014 4:04:15 PM
Sync Duration in minutes: 5
Receive Success Date: 14/02/2014 3:59:29 PM
Receive Attempt Date: 14/02/2014 3:59:29 PM
Attachment Sync: True
Supplemental Sync: True

Domain                          Table Name                      Adds        Updates     Deletes     
-----------                     ---------                       ----        -------     -------     
-----------                     ---------                       ----        -------     -------     
Totals                                                          0           0           0           


Last Sync Session (Sent) Statistics:
DATASEGMENT     STATUS          ADDS        UPDATES     DELETES     
-----------                   ---------             ----              -------             -------     
DATA                        Completed       694         204                  27          
DATA                        Exception          2              0                     0           
EXCEPTIONS        Completed        2              0                    0           
FILES                       Completed       4              0                    303         
SCHEMA                  Completed       114         11                  6           
Totals                                                   816         215              336        

It says 2 Exceptions here also but I don't see them in the sync logs on either machine since the logs I posted earlier

Platinum Elite Contributor
Posts: 14,384
Country: Australia

Re: Remote DB out of sync with Main DB (ACT 2013)

Copper Contributor
Posts: 123
Country: Canada

Re: Remote DB out of sync with Main DB (ACT 2013)

Is there any way to see what items it's having an issue with? In one of the tables or something?

I know there were at least 3 contacts that didn't sync properly at the time.

There must be a way to see that info.