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Jim Love

Sage 300 RemoteApp Sessions Freezing

Posted By

One of our clients using Sage 300 2014 through RemoteApp on Windows Server 2012 has been experiencing occasional session freezes. It happens to several different users (the ones who work in Accpac the most), but not everyone.  It most often (but not always) happens when the Print button is clicked to print a Crystal form or report. The client has two locations. This happens at both locations, but at one, they tell us that if they wait a few minutes, they can resume work. At the other location, where freezes occur more often, someone with the Admin password (usually me) has to force the user's Accpac session to close, using that function in the Current Users screen. The client has two beefy servers, one dedicated to SQL Server, the other dedicated to Sage 300, both hosted at Rackspace. We have other clients with the same setup (but not at Rackspace) who have no such issues. We have so far not been able to pin this down. Any ideas?  Thanks.

  • 0
    We had one client with occasional database disconnections that were very puzzling. In our case they happened between noon and 1pm on Wed. I knew that we were on to something when, after daylight saving time went into effect, that our problem time was now 1pm to 2pm on Wed.

    What we finally discovered was that the virtual machines were being backed up at that time. Normally the backup would take 5-10 seconds. One of their servers was taking 20-30 minutes and this was causing the user to lose database connectivity.

    We identified the problem timeframe by running a batch file that pinged the database server every 10 seconds and logged the results to a file. We could look in the file and show that the server was disconnecting when it should not have had any problems. This issue didn't show up on my Event logs because it transcended the server itself.

    So maybe see if there is something happening to the servers vs within the server.
  • 0 in reply to Django
    Thanks, Django. Not the same issue, because this is happening at all (business) hours of the day, but certainly worth closely scrutinizing the server activity to the extent we are able, anyway.
  • 0
    That is a classic symptom of a server running out of resources, most likely RAM. My guess would be that the SQL server is the one, also check the max memory setting in SQL server properties. If left at the default setting then you will see that happening as well. I'm amazed how often I see a VM server configured with 4GB RAM and they wonder why they have performance issues.
  • 0 in reply to 49153
    12 GB RAM and 4 Xeon processors on each server, for a single Accpac company with 10 users, moderate use. I had not thought to limit the amount of RAM available to SQL (thank you). Have done so now, but dubious that is the cause, since each server is dedicated.
  • 0 in reply to Jim Love
    Virtual servers at colos can suck, even on the big providers like Amazon and Rackspace. I'd investigate at the network lag between the app server and the SQL server, they might be on different coasts.
  • 0 in reply to Jim Love
    Believe me that hangs up the server and shows the symptoms you see - dedicated server or not. A rule of thumb is to reserve 4GB RAM for the server o/s, so your SQL max memory setting will be 8GB (12 - 4).
  • 0 in reply to 49153
    Thanks, Ettienne. I have the SQL max memory set to 8 GB now. We'll see if that affects this.
  • 0 in reply to Jay Converse Acumen
    Both servers are in the same Virginia facility and on the same dedicated physical server.
  • 0 in reply to Jim Love
    Did you ever get to the bottom of this? I have several clients that hang in AP batch entry on a very regular basis. There are running Sage 300 2014
  • 0 in reply to oakley
    @oakley: What information can you tell us about your clients' environments?
  • 0 in reply to Django
    VM running Windows 2012 R2 Sage 300 2012 PU4. User access using RDP and run Sage without a Windows desktop. AP batch entry clerk hangs most regular and on some days it could be five mins between working hanging being signed off and then hanging again. No signs of any issues with other users and the server has plenty of free ram. SQL memory fixed at 4gb. Other users work fine when an AP batch user hangs. Not always the same login as the AP batches are occasionally entered by another user who also hangs. When the user hangs the UI Continer is the only Sage item loaded other than sign on and desktop. Not sure if printing to screen is used as I have seen some issues caused by Crystal.
  • 0 in reply to oakley
    Just a bunch of generic troubleshooting questions:

    You said SQL memory fixed at 4gb. Is the SQL server prevented from using more than 4gb?

    Does the issue occur at the same times during the day?

    Does the event viewer show any issues occurring at the same time?

    Is it happening when they are in invoice entry or payment entry or just when trying to create a bath from the batch listing?

    Does it happen after entering a vendor number or when entering any other field data in particular?

    How are the sql indexes? Have they been rebuilt recently?

    Are there any SQL maintenance routines that could be running during that time?
  • 0 in reply to Django
    In one particular bad case the customer reported freezes every hour on the hour.... it did not take long to find an SQL backup scheduled to run every hour on the hour. Strange what some IT people do....
  • 0 in reply to Django
    You said SQL memory fixed at 4gb. Is the SQL server prevented from using more than 4gb? Yes

    Does the issue occur at the same times during the day? No

    Does the event viewer show any issues occurring at the same time? Nothing that relates to the user or Sage

    Is it happening when they are in invoice entry or payment entry or just when trying to create a bath from the batch listing? Payment entry

    Does it happen after entering a vendor number or when entering any other field data in particular? Not sure

    How are the sql indexes? Have they been rebuilt recently? SQL maint job runs nightly and rebuilds indexes

    Are there any SQL maintenance routines that could be running during that time? No
  • 0 in reply to 49153
    No backups running only over night

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