Troubleshooting¶

Common Issues¶

Below is a selection of common errors and pitfalls. Always check the server logs. The ERP Connector uses all three Lime services that all have individual logs: Web server, Event handler, Task handler. To read up on when and which service(s) that are used in various situations, see Lime services.

Nothing is synced¶

Description¶

Nothing is synced even though the object has the ERP Status readyforfirstsync or updatesmade.

Solution¶

Can depend on several things;

Check that the Lime CRM Task handler is up and running
Check that the Lime CRM Event handler is up and running
Check the the Web server logs to verify that there's been requests from Syncify
Contact Syncify and see if the integration is running

Object is not synced¶

Description¶

Object is not synced even though it was updated in Lime CRM.

Solution¶

Make sure that the object's ERP Status was changed to updatesmade. If it wasn't updated make sure that the property you updated is one of the properties in Properties that trigger sync in Lime Admin.

Turnover and sales trend aren't updated every night¶

Description¶

Fields like Year to date, Last year to date, YTD Growth and Sales Trend are not updated every night even though invoices have been added.

Solution¶

Does the erpsync@lime user exist?
Can you find limepkg_erp_connector.sales_trend.tasks.calculate_sales_trend in the Task Handler logs? Kibana query for cloud customers:
```
docker.hostname : "taskhandler-<CONTAINER-ID or 'shared'>.1.*" and job: "task-handler" and message : "limepkg_erp_connector.sales_trend.tasks.calculate_sales_trend"
```
- Is the scheduled task enabled in the application config?
- If on-premise: Has the username been overwritten and does the configured user exist?
- If on-premise: Restart the Task Handler service.
- If isolated cloud: Deploy your solution to trigger the Task Handler to restart.

Incorrect values for Sales trend and YTD growth¶

Description¶

The values for Sales trend and/or YTD growth are updated, but incorrect.

Solution¶

Ensure that the SQL expressions in Lisa has been deleted according to the Upgrading to v9.x.y instructions.

The apps are not visible¶

Description¶

The apps are not visible in either the Desktop or Web client.

Solution¶

Is the user in a group that has access to the ERP Connector?
Web client: Is the web component added to the card in Lime Admin?
Desktop client: Is the app added to eg company.html?
Desktop client: Are the LBS apps and VBA up to date?

The LBS app shows up but only shows the ERP system logo and name¶

Description¶

The LBS app shows up but only shows the ERP system logo and name. There's no button to send the company to the ERP system.

Solution¶

Make sure that you deleted the last extra option that the LIP package might have created. It's important that there are no extra options in the erp_status property.

The LBS app is broken¶

Description¶

The LBS app doesn't seem to work, it only shows a spinner and a thumbs up.

Solution¶

Make sure that you included config: {} when instantiating the LBS app in company.html.

Upgrade from v7 doesn't work¶

Description¶

"Nothing works" after upgrading from v7.

Solution¶

Have all steps from Upgrading to v8.x.y been done? It's extremely important to redo the configuration in Lime Admin. If the old config can't be cleared, go to Text mode and replace the config with {} and save. Then recreate the configuration.

Automatically sync new companies¶

Description¶

Is it possible to have all new companies created in Lime CRM synced automatically?

Solution¶

Change the default option on the erp_status property to readyforfirstsync in LISA.

Invoices and Invoice Rows Not Created in Lime CRM¶

Description¶

The on-premise Syncify Service is started but no invoices or invoicerows are created in Lime CRM.

Solution¶

Go through the list below in order to find out the cause of the problem:

Check the InfoLog for error messages (in the folder Logs).
Check the SyncifyService-log for error messages (SyncifyService-log.txt).
Check the Lime Server Webserver log for error messages (usually C:\ProgramData\Lundalogik\LIME Pro Server\Web Server\logs).
Make sure that the user information is correct for the erpsync user (API key and API url).
Make sure that all fields are properly created in Lime CRM on the invoice and invoicerow tables.

Rerun the Migration¶

Description¶

I need to do a migration of invoices and invoice rows once again.

Solution¶

It is possible to turn back the cutoff timestamp for the invoice sync, which means that invoices or invoice rows updated earlier than the last scheduled run of the sync will be updated in Lime CRM. This can be useful for catching up if something was missed a few days back or so. If you want to transfer invoices from further back than that it might be a better idea to use the initial migration scripts instead.

First, read up on how the migration works here. Is the migration really what you want? Should companies be involved?

Start Syncify.Client.CrmDesktopSetup.exe as administrator.
Click on "3. Migration" and the migration will start.

Updating URL for Lime CRM REST API¶

Description¶

The customer has changed the URL to Lime CRM server. How do I update the URL in the Syncify Service?

Solution¶

For cloud based ERP systems, this is updated by Syncify in their cloud service.

For on-premise ERP systems, this requires access to the server where the Syncify service is installed (typically the ERP server).

Start Syncify.Client.CrmDesktopSetup.exe as administrator.
Update the URL in the API URL text box.
Save the settings.
Restart the Syncify Service in Windows services.

Many times when you do this, you also need to set back the clock for the invoice sync in order to not miss any information that could not be sent due to the URL being wrong. How to do that is described in the case below.

Set Back the Clock for the Invoice Sync¶

Description¶

For some reason, changes on invoices or invoice rows have not been synced correctly to Lime CRM.

Solution¶

If it is not for too long, you can simply reset the cutoff time for the sync to let it fetch all invoices updated after your desired point in time. If it is a very long time ago since it last run successfully, doing a new migration of just Invoices and Invoice Rows might be a better option. That is not possible to do without Syncify's help though.

This requires access to the server where the Syncify service is installed (typically the ERP server).

Open Syncify.Client.WindowsService.exe.Config in a text editor.
Change the date value on this line <add key="TimeOfLatestSync" value="2019-01-25T17:06:06" />. Usually, it is located around line 34.
Save the file. If it can not be saved in the same directory, use "Save as" to document folder and then copy and replace the file in the Syncify folder.
Restart the Syncify Service in Windows services.

Upgrading Visma Administration Causes the Sync to Stop Working¶

Description¶

After an upgrade of Visma Administration, the sync of invoices stops working.

Solution¶

There is a file called adk.dll in the Visma Administration folder that is the link to the Visma Administration API. The same version of that file needs to exist also in the Syncify service folder. When Visma is upgraded, that file is changed and hence it needs to be copied again to the Syncify service folder. Based on which version of Visma Administration has been upgraded to, the path can be one of the following (most likely is that the upgrade was to a higher version than 2017.10).

Visma before SQL (earlier versions than 2017.10): C:\ProgramData\SPCS\SPCS Administration\Gemensamma filer
Visma after SQL (2017.10 and higher): C:\Program Files (x86)\SPCS\SPCS Administration

The folder for the Syncify service can vary between different installations but is typically: C:\Program files (x86)\ERP Connector. Historically, also these two have been used: C:\Program files (x86)\ERP Connector\Syncify C:\Program files (x86)\ERP Connector\Versionsnummer.

ERP status is "error"¶

Description¶

A synced limeobject has the ERP status "error".

Solution¶

Try to fix the error according to the message and save - a new attempt to update will be triggered.

Task gets stuck¶

Description¶

A task gets stuck and never seems to finish - task status is stuck at "PENDING".

Solution¶

Find the task id in the logs, if unknown. Contact Syncify to make sure to stop polling on that task and send the same payload again. Remove the stuck task.