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System out of memory exception ACT! 2009

Tuned Listener
Posts: 12
Country: Australia

System out of memory exception ACT! 2009

Hi guys, hoping someone can suggest a solution I haven't thought of?
Background: We are using ACT! 2009 (11.0.0.367), same version on all machines. We have 5 remote databases, master runs on a Win2k3 SBS R2 server. The 2 databases we're having issues with are running on Vista SP2 and Windows 7. 1 other database is synching without a problem, the other 2 I'm unsure about as they are not able to connect at the moment. These 3 machines are all within the same building as the server with no other network issues. All databases have been synching for over 12 months without any major problems, no hardware, software or OS changes have been made between successful and unsuccessful attempts.
When trying to synchronise we get a system out of memory exception (see sync log below), synch fails after records but before files. We have had this before when 1 of our directors went almost 12 months without a sync so I tried reducing the buffer, halving it each time, all the way down to 2560. This slowed the progress but did not solve the problem. I have also tried the same on the machine side but still no success.
I have also added below the sync preview for the problem databases, I realise the amount is not small but we have done much larger without a problem in the past.
We have been putting off the update due to our users being so far spread (and a director who is unwilling to do it himself) but will push for it to be done asap if it will fix this issue.
In the meantime are there any possible solutions I can try?
Thanks in advance!
Kerrie

 

======== SYNC SESSION - 8/02/2010 3:58:05 PM ========

[ Info | 8/02/2010 3:58:05 PM ]Message: Sync remote client created.
[ Info | 8/02/2010 3:58:13 PM ]Message: Checking if schema changes are available for sync.
[ Info | 8/02/2010 3:58:19 PM ]Message: Client establishing synchronisation with server database: GOALGROUP
[ Info | 8/02/2010 3:58:47 PM ]Message: Initial Handshake completed.
[ Info | 8/02/2010 3:58:47 PM ]Message: Checking if data changes are available for sync.
[ Info | 8/02/2010 3:58:57 PM ]Message: Client initialized database send session: 10
[ Info | 8/02/2010 4:00:04 PM ]Message: Client initialized.
[ Info | 8/02/2010 4:00:05 PM ]Message: Client schema synchronised.
[ Info | 8/02/2010 4:00:10 PM ]Message: Server initialized.
[ Info | 8/02/2010 4:00:10 PM ]Message: Server schema synchronised.
[ Error | 8/02/2010 4:00:41 PM ]Message: File synchronisation failed.
[ Error | 8/02/2010 4:00:41 PM ]Message: Synchronisation has failed. Server Error Description: Synchronization failed due to an out of memory error on the server. Exception of type 'System.OutOfMemoryException' was thrown.

 

SYNCDBID:  23 (Subscriber Database)
     DATABASE TYPE:  Desktop
          DATABASE:  GoalGroup_KR_00
   PARENT DATABASE:  2 - GoalGroup
   (RE)CREATE DATE:  Nov 30 2009 12:08AM
 LAST SUCCESS DATE:  Jan 22 2010  5:12AM      LAST ATTEMPT DATE:  Feb  8 2010  4:59AM
LAST COMPLETE DATE:  Jan 22 2010  5:13AM      SYNC DUR(MINUTES):  N/A
 RECV SUCCESS DATE:  Jan 22 2010  5:11AM      RECV ATTEMPT DATE:  Jan 22 2010  5:11AM
   ATTACHMENT SYNC:  1
 SUPPLEMENTAL SYNC:  1
 
TABLEDOMAIN             TABLENAME                               ADDS        UPDATES     DELETES
---------------------   ---------------------                   ---------   ---------   ---------
Attachment              TBL_ATTACHMENT                          134         0           0       
Company                 TBL_COMPANY                             1           0           0       
Contact                 TBL_CONTACT                             0           28          0       
History                 TBL_COMPANY_HISTORY                     1           0           0       
History                 TBL_CONTACT_HISTORY                     262         0           0       
History                 TBL_HISTORY                             136         0           0       
Metadata                TBL_PICKLIST                            0           1           0       
Metadata                TBL_PICKLISTITEM                        3           0           0       
Security                TBL_COMPANY_ACL                         1           0           0       
Security                TBL_LOGONHISTORY                        5           5           0       
Security                TBL_USER                                0           1           0       
Sync                    TBL_SYNCCONTACT_ACL                     4           0           0       
Sync                    TBL_SYNCDB                              0           2           0       
Sync                    TBL_SYNCSUBSCRIPTION                    1           0           0       
Files                   Files                                   159         5           0       
TOTALS:                                                         707         42          0       
 
LAST SYNC SESSION (SENT) STATISTICS:
DATASEGMENT      STATUS           ADDS        UPDATES     DELETES
------------     ------------     ---------   ---------   ---------
DATA             Never Sent       348         29          0       
FILES            Completed        28          0           0       
FILES            Incomplete       54          0           0       
SCHEMA           Completed        7           3           0       
TOTALS:                           437         32          0        

 

SYNCDBID:  16 (Subscriber Database)
     DATABASE TYPE:  Desktop
          DATABASE:  GoalGroupAR20090427_F3J
   PARENT DATABASE:  2 - GoalGroup
   (RE)CREATE DATE:  Apr 27 2009  5:19AM
 LAST SUCCESS DATE:  Dec 17 2009 11:24PM      LAST ATTEMPT DATE:  Jan 29 2010  5:27AM
LAST COMPLETE DATE:  Dec 17 2009 11:31PM      SYNC DUR(MINUTES):  N/A
 RECV SUCCESS DATE:  Jan  6 2010 10:04PM      RECV ATTEMPT DATE:  Jan 15 2010  2:20AM
   ATTACHMENT SYNC:  1
 SUPPLEMENTAL SYNC:  1
 
TABLEDOMAIN             TABLENAME                               ADDS        UPDATES     DELETES
---------------------   ---------------------                   ---------   ---------   ---------
Activity                TBL_ACCESSOR_ACTIVITY                   21          2           0       
Activity                TBL_ACCESSOR_ACTIVITY_CLEARED           96          0           0       
Activity                TBL_ACTIVITY                            20          0           0       
Activity                TBL_ACTIVITYSERIESAPPLIED               2           0           0       
Activity                TBL_COMPANY_ACTIVITY                    13          0           0       
Activity                TBL_CONTACT_ACTIVITY                    20          0           0       
Activity                TBL_GROUP_ACTIVITY                      13          0           0       
Attachment              TBL_ATTACHMENT                          422         0           56      
Company                 TBL_COMPANY                             2           1           0       
Contact                 TBL_ADDRESS                             2           1           0       
Contact                 TBL_CONTACT                             6           73          0       
Contact                 TBL_EMAIL                               2           0           0       
Contact                 TBL_PHONE                               4           1           0       
Group                   TBL_GROUP                               10          1           136     
Group                   TBL_GROUPQUERY                          1           0           131     
History                 TBL_COMPANY_HISTORY                     69          0           0       
History                 TBL_CONTACT_HISTORY                     776         0           0       
History                 TBL_GROUP_HISTORY                       36          0           0       
History                 TBL_HISTORY                             525         0           56      
Metadata                TBL_PICKLIST                            0           1           0       
Metadata                TBL_PICKLISTITEM                        4           0           154     
Security                TBL_COMPANY_ACL                         2           0           0       
Security                TBL_CONTACT_ACL                         6           0           0       
Security                TBL_GROUP_ACL                           1           0           417     
Security                TBL_LOGONHISTORY                        34          21          43      
Security                TBL_USER                                0           3           0       
Sync                    TBL_SYNCCONTACT                         6           2           0       
Sync                    TBL_SYNCCONTACT_ACL                     23          0           0       
Sync                    TBL_SYNCDB                              0           10          0       
Sync                    TBL_SYNCSUBSCRIPTION                    13          0           0       
System                  TBL_ACCESSOR_PREFERENCE                 0           1           0       
Files                   Files                                   423         20          56      
TOTALS:                                                         2552        137         1049    
 
LAST SYNC SESSION (SENT) STATISTICS:
DATASEGMENT      STATUS           ADDS        UPDATES     DELETES
------------     ------------     ---------   ---------   ---------
DATA             Completed        867         46          0       
DATA             Never Sent       0           0           8       
FILES            Completed        55          1           0       
FILES            Never Sent       69          3           0       
SCHEMA           Completed        5           8           0       
TOTALS:                           996         58          8        

 

 

 

Nickel Elite Contributor
Posts: 508
Country: USA

Re: System out of memory exception ACT! 2009

I know you said no hardware/software/OS changes were made, but have you tried/checked the following:

 

  - AntiVirus scan running?

  - backup software running?

  - tried to sync at different times during the day?

  - are you certain the out of memory on the *server*, not the local SQL Server?

 

The reason I bring these up is because they've all happened to me - on installation, AVG anti-virus defaults to scan at noon every day; I have a client that seems to backup continuously throughout the day; syncing at diff times might throw up a flag; sometimes ACT! calls the local machine the server.

 

Hope this helps...

Richard Brust
ACT! Certified Consultant
richard@rbrDataSolutions.com
Bronze Elite Contributor
Posts: 2,545
Country: New_Zealand

Re: System out of memory exception ACT! 2009

We found problems with the sync service not releasing memory in most occassions where this is a problem. It isn't the only reason for the problem but across many sites this ws the predominent issue. What we did find that when we upgraded sites to 11.1 that the problems did not re-occur. Leaving remote databases not synchronising for months on end is not good. The administrator needs to insist that people sync regularly, say minimum of twice per week.

I know that you are resisting doing the update but in our experience this is going to be the best way forward. You will have to import from the remotes the data that has not come across since last sync.

We find that customers running 11.1 or 2010 versions of ACT! have very few issues with sync. The release of version 11.1 was a major improvement in sync reliability  

Graeme Leo
Xact Software - consultants and developers
Follow us on Twitter and check out our Blog


Tuned Listener
Posts: 12
Country: Australia

Re: System out of memory exception ACT! 2009

Huge thanks to Richard and Graeme for your suggestions - I did try turning off AV and everything else I could think of but to no effect. Will be installing the update as soon as possible (looks like early next week), I was previously insisting that syncs be performed every 14 days but have now revised that to 7 days and will be hassling all users until this is done on the allocated day of the week.

As of this morning I have at least got 1 working again so I hope the others will also work. For anyone experiencing the same issue, this is what I did (I had previously done all of these in isolation so perhaps the order is important?):

Run backup of master db

Run maintenance on master db and remote db

Shut down ACT on server and remote computer and restart server

Open ACT on server and remote computer, sync successful.

 

Again thank you for your help, I'm sure I'll be needing it again in the future!

Kerrie

Bronze Elite Contributor
Posts: 2,545
Country: New_Zealand

Re: System out of memory exception ACT! 2009

Restart of the server is likely to have released RAM allowing sync to finish.

Graeme Leo
Xact Software - consultants and developers
Follow us on Twitter and check out our Blog


New Member
Posts: 3
Country: United States

Re: System out of memory exception ACT! 2009

I'm now getting the System out of Memory Exception popping up on my PC at each start up. ACT 2009 on Windows 7. Single user.

I also cannot attach any Outlook e-mails to ACT.

 

Any ideas on a fix for this on a single PC/single user?

Nickel Elite Contributor
Posts: 508
Country: USA

Re: System out of memory exception ACT! 2009

Jim -

 

I'd really take a look at the number of non-attached emails - if it's alot, ACT! will keep trying to attach them.  I have a blog with details on this - what to look for, where to look for it, etc.  The first few paragraphs are background, but the rest is troubleshooting. 

 

The article is at: http://rbrdatasolutions.blogspot.com/2009/02/act-and-outlook-email-processing-behind.html 

 

Hope this helps...

Richard Brust
ACT! Certified Consultant
richard@rbrDataSolutions.com