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ACT sync fails after installing SP1 and HotFix 6

Posted on 2012-04-05
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Last Modified: 2012-04-17
ACT 2011 with central database and four remote databases that sync to central db; approx. 22,000 contacts

Yesterday:
-- Installed SP1 on server database
-- Opened and converted database
-- Installed HotFix 6 on server database
-- Opened and converted database
-- Repeated above actions on each remote PC/database; result shown belowACT version infoAlso yesterday
-- After software update, first sync from remote db crashed
-- Second sync after software update ran to completion

Today
-- First sync attempt hung after completing Phase 1 (starting and connecting) and appearing to complete Phase 2 (database modifications)
-- Second sync attempt hung at same point

The results are identical for my PC which connects to the server database via a VPN and a colleague's PC that connects directly across the LAN.

What do we need to do to restore sync capability?
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Question by:Scott Helmers
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11 Comments
 
LVL 30

Expert Comment

by:Mike Lazarus
ID: 37814306
Have you had a look at the sync log for any errors?
http://kb.sagesoftwareonline.com/app/answers/detail/a_id/14154
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Author Comment

by:Scott Helmers
ID: 37814340
I had not but thanks for asking me to check it. It looks like the systems were talking fine and then suddenly decided they couldn't. This isn't a network issue because the results are identical for both VPN and locally connected users.

BTW, I verified that "Accept incoming syncs" is set. Also, we've been syncing for a year or more with this same collection of five systems and the same network. The change only occurred after installing SP1 and HF6.
======== SYNC SESSION - 4/5/2012 1:10:55 PM ========

[ Info | 4/5/2012 1:10:55 PM ]Message: Sync remote client created. 
[ Info | 4/5/2012 1:10:58 PM ]Message: Checking if schema changes are available for sync. 
[ Info | 4/5/2012 1:11:00 PM ]Message: Client establishing synchronization with server database: HCG_PRIMARY_2011
[ Info | 4/5/2012 1:11:04 PM ]Message: Initial Handshake completed. 
[ Info | 4/5/2012 1:11:04 PM ]Message: Checking if data changes are available for sync. 
[ Info | 4/5/2012 1:11:05 PM ]Message: Client initialized database send session: 374
[ Info | 4/5/2012 1:11:08 PM ]Message: Client initialized. 
[ Info | 4/5/2012 1:11:08 PM ]Message: Client schema synchronized. 
[ Error | 4/5/2012 2:53:17 PM ]Message: Synchronization has failed. ACT! is unable to connect to the sync server. Check to be sure "accept incoming sync" is enabled in the main database and that the Network sync service is running. Also be sure you are connected to your network.

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Expert Comment

by:Mike Lazarus
ID: 37821059
Can you try cutting a new Remote Database and seeing if the same thing happens?
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LVL 30

Author Comment

by:Scott Helmers
ID: 37822148
That's my last resort, Mike. Unfortunately 3 of the 4 of us had been making additions/edits to our local copies of the database after the upgrade and before we noticed the sync problem. So creating a new remote db will require some manual labor. However, I suspect it will come down to that...
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Expert Comment

by:Mike Lazarus
ID: 37822156
I just thought of doing it with one ... just to test.

There is another couple of ideas depending on the outcome of that test.

If it does come down to re-cutting all the remotes, the updates can be merged back into the paster later
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LVL 30

Author Comment

by:Scott Helmers
ID: 37822170
I will try creating a new remote for my database tomorrow and will let you know what happens.
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LVL 30

Author Comment

by:Scott Helmers
ID: 37827970
Recreating the remote database did solve the sync problem and only left the issue of merging new and changed contacts that I'd made after sync stopped working.

I discovered an option in actdiag.exe that I hadn't used before and thought was worth a try. On a colleague's PC that still has a db that won't sync, I ran actdiag.exe, right-clicked on the db and selected Database Rebuild>Rebuild Sync Objects. It sounded promising but, unfortunately, didn't accomplish anything -- the sync still hung at the end of the Database modifications phase.

Any other suggestions before I recreate the other three remote databases and manually apply contact updates?
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LVL 30

Expert Comment

by:Mike Lazarus
ID: 37837511
Did you try the ACTDIAG rebuild on the Publisher also?

If that doesn't help, then re-cut the others also ... sometimes takes longer to analyse the issue than just fix it

You ok with merging the others in? Make sure you backup the Publisher first ... also, better to do that BEFORE re-creating the new subscriber RBDs so not sending all the updates via sync
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LVL 30

Author Comment

by:Scott Helmers
ID: 37838932
I hadn't tried actdiag on the publisher database but just did with no change at the un-syncable remotes.

Regarding merging local changes into a newly created remote db: I assume I just want to open the new db, then run the Import wizard, select the previous local db, and use the default settings for "use newest" in all cases. I'm doing that now on my copy and it's been running for 2 1/2 hours. Somewhere along the line, the progress indicator dialogs disappeared and ACT isn't usable but there is still a ton of I/O activity in Task Manager for the ActSage.exe task. Is this normal? (db has 22,000 contacts)
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Accepted Solution

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Mike Lazarus earned 500 total points
ID: 37846619
Backup on Server ... before EACH import.
Backup Remote
Copy Remote Zip to Server
Restore - Restore_As on server to a unique name
Open Server db and import the Remote
More info here: http://kb.sagesoftwareonline.com/app/answers/detail/a_id/22042

Once all imported, then cut the remotes so not syncing masses of data

How long it takes depends on amount of RAM and speed of hard drive (RPM)... and how much data (incl attachments)
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LVL 30

Author Comment

by:Scott Helmers
ID: 37856957
Sorry for not updating the status over the weekend and yesterday...

I actually took the opposite approach from what you outlined but it seemed to work correctly. I created a new remote db for each user, had them import from their previous local db and then sync. It did make the first sync very long in each case, but we're back to normal. In retrospect, doing all of the imports on the server makes more sense... but that didn't occur to me.
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