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ACT Error: System.OutOfMemoryException

We are using ACT by Saje Premium - 2009. We have two different databases in one server (with a total of 25 users combined). I have one user that's consistently getting an error daily in the afternoon. and another that gets the same errors but randomly and not as frequently. The error is Exception of type 'System.OutOfMemoryException' was thrown.  
An ACT consultant had suggested adding RAM to the server. We switched both of these users from the Server to remotely accessing ACT from their desktop. They're still having these errors. If it was a memory issue, shouldn't all the users be experiencing the same problem?
An image of the error is attached below.
 ACT: Out of Memory error
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PushtiLeela
Asked:
PushtiLeela
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1 Solution
 
mcp111Commented:
Certain users may use more memory if their queries are more complex. Every user does not use the same slice of server memory. I think this problem can only be solved by adding more memory or scheduling memory-intensive operations during non-peak times.
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lcohanDatabase AnalystCommented:
Did you checked your server logs and event viewers if running on windows? Just by adding more memory to your server(s) if not configured properly may not help.

" I have one user that's consistently getting an error daily in the afternoon. and another that gets the same errors but randomly and not as frequently."

Did you checked to make sure the errors are not from the client rather than server?
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PushtiLeelaAuthor Commented:

This error occurs during random queries. the user might be doing a simple 'lookup contact' query. It's every day after 1:30pm. We plan on adding more RAM to the server but I don't think that will resolve the error. We installed ACT to her desktop and still the same error. The same user has gotten other errors (images attached) as well.
We have installed Topline Designer & Topline Dash add-ons. One of the errors is Designer related.  ACT Error Designer Error
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PushtiLeelaAuthor Commented:
I have not checked the server logs or event viewers. I am not an IT person. I do db mgmt. & develop reports so I wouldn't know what to look for. We do have an IT person that comes in once a week. What should we be looking for in the log/viewer?

-->Did you checked your server logs and event viewers if running on windows? Just by adding more memory to your server(s) if not configured properly may not help
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mcp111Commented:
Do you have minimum recommended memory as per this article?

http://community.act.com/t5/Sage-ACT-Premium/Memory-runs-out-Notes/td-p/26371
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lcohanDatabase AnalystCommented:
You listed this issue under "MS SQL Server, MySQL Server, DB2 Database" and my questions to you are:

I take it you use "ACT! by Sage 2009" and which version/edition you use?
Where is the app running?
Do you have a  server or each client has it installed including SQL Express 2005 SP2 localy?

http://download.act.com/system/2009.html

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PushtiLeelaAuthor Commented:

I will look into the article & verify that we have the min. req'd memory. We have ACT consultants that we work with so if we didn't, I'm sure they would've known.

In response to lcohan's comment, I'm not an IT person so I might not be wording things correctly. So ACT 2009 (11.0) is installed on our Citrix Server. Some users log directly into the server and then access ACT. Other users have the ACT files installed on their desktop but the .pad file points to the server. I hope I'm saying that correctly.  
this is what we're using: ACT! by Sage Premium 2009 (11.0) Version 11.1.183.0, Hotfix 4
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lcohanDatabase AnalystCommented:
OK, in that case what do users getting the errors have installed? ACT local or they both hit the server?
If they have local installations then is bovious that by adding more memory to the server - I assume that is "Citrix Server" may not help.
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Mike LazarusAct! Evangelist - CRM ConsultantCommented:
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PushtiLeelaAuthor Commented:

The users used to access ACT from the Citrix Server and were getting these errors. We purchased brand new pc's (64-bit architecture) and installed ACT on the desktop. One user gets these errors at least once- daily after 1:30pm EST. The 2nd user gets the errors may be once or twice a week.
Our certified ACT consultant has looked at all the possibilities that might be causing these errors and has not been able to find the source.
I have not looked into the preference rebuilding yet. I am hoping that is the answer.
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Mike LazarusAct! Evangelist - CRM ConsultantCommented:
Might also be worth looking at the event logs to see what happens around 1.30pm :-)
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PushtiLeelaAuthor Commented:
I looked at the event log. As it turns out, we do have errors that occur almost on a daily basis. I am going to forward this to our ACT Consultant but if anyone knows off the top what the errors are in reference to, please let me know. I've attached an image of the error.
Thank You to everyone that suggested looking at the event log.

I'm not sure if this means I should accept as solution. Even though our problem has not been fixed, the source has been found.
Please suggest how this should be tagged.
EventLog.JPG
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Mike LazarusAct! Evangelist - CRM ConsultantCommented:
First - have ALL systems got 11.1 and Hotfix 4?

Download ACTDIAG v14 from http://kb.sagesoftwareonline.com/app/answers/detail/a_id/27607
Backup the database and use the new ACTDIAG to do the Database repair, then Rebuild (especially Schema, security and OLEDB)

If it still happens, could you try disabling the Outlook integration on the two problem machine to see if the issue is related to that
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Mike LazarusAct! Evangelist - CRM ConsultantCommented:
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PushtiLeelaAuthor Commented:

I believe all the users have 11.1 and Hotfix 4. I will go to each computer and verify.
I did learn that other users are getting these errors and didn't say anything until I asked. So it's seems as if it's not a specific user issue. It's an ACT issue.

We don't have outlook integrated into ACT so I don't think disbling it will be necessary.

I read the thread for ACT Diagnostics tool. It seems I will have to run this on every single pc because it cannot perform functions over a network. Yikes!
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Mike LazarusAct! Evangelist - CRM ConsultantCommented:
If it's many users, then I'd focus on the database repairs.

ACTDIAG only needs to be on the database server ... every user will have it anyway (it's part of ACT!), but there is an updated version with more functions, that you might try

And yes, check that all users are on the same build (local or remote) - it's actually pretty important
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PushtiLeelaAuthor Commented:

I just ran ACT Diagnostics and am waiting to see if this fixes the errors. We will find out on Monday if this has resoved the issue since most of our users are about to leave for the day.

A sincere thanks to everyone for their suggestions. I will post the status or accept the solution on Monday.
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Mike LazarusAct! Evangelist - CRM ConsultantCommented:
Let us know how it goes...
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PushtiLeelaAuthor Commented:

due to the snow storm in the NorthEast, we had no power until today. First day back to work... I'll post an update later this afternoon.
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PushtiLeelaAuthor Commented:
We are still getting the same System.OufOfMemoryException error.
running ACT diagnostics did not fix the errors.
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Mike LazarusAct! Evangelist - CRM ConsultantCommented:
Any specific operation cause it?

All users or some?

Remote sync users or LAN?
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PushtiLeelaAuthor Commented:
it occurs mainly during a contact add/edit.
it happens to all the users at various times throughout the day.
half of the users that access ACT remotely are getting the errors more often than the ones accessing from server.

I noticed one thing that might have something to do with this.
On my pc, i am able to check for updates for topline designer & topline dash.
The users having problems cannot check for updates. I was also told by a topline expert a while ago that if we don't have the latest updates installed, it can cause errors.
The only problem is I don't know why i cannot check for updates on their pcs.
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Mike LazarusAct! Evangelist - CRM ConsultantCommented:
I would definitely contact TopLine about this ... I do recall some really odd errors in ACT! that were finally resolved with an update from TopLine.

Could possibly be that a TL update by one user made an update to the data that causes a problem for those who haven't updated

Not sure if it's possible, but maybe try manually downloading (and installing) the current build of TL for a couple of users and see how it goes?
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PushtiLeelaAuthor Commented:
I have a call scheduled w/ topline today. Keeping my fingers crossed.

As I mentioned earlier on, we have two different databases. The 2nd db has 4 users and I am unable to check TL updates on all of the 4 pcs.
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Mike LazarusAct! Evangelist - CRM ConsultantCommented:
Definitely sounding like a TL issue...
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PushtiLeelaAuthor Commented:
Problem solved.
It was a Topline Designer issue. The OutOfMemoryException error has been fixed. I checked for updates on all the pcs and almost all had updates to install.
We are still getting another error, GUI Bitmap error. I'm not worried about it as much since it only happens once or twice a week.

Thank You all for all your suggestions.
Please suggest how I go about closing this question?
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Mike LazarusAct! Evangelist - CRM ConsultantCommented:
On the answer that help most, click "Accept as Solution"
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