SAP Business One - Support Center

SAP Business One - Support Center
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Reporter for Company System details Communication 31.07.2013 05:15 Description (English) by Abhay Pandya Detailed problem description: In the client system when some transaction (Incoming and Outgoing Payment) is happening, suddenly the system show an error (Internal Error) and SAP will shut down. When we reopen the entries will be posted multiple times. We have executed the query mentioned in the SAP Note: 1241506, but found null value.
Partner / Customer Contact: New Ball Bearing Corporation English handling an option? (If you state 'Yes' here, it will facilitate the processing of your message) Name: Prem Anand E-mail address: prem.anandc@genisys-group.com Phone number: +91 9740231116
31.07.2013 12:14 by Praveer Kumar In the client system when some transaction (Incoming and Outgoing Payment) is happening, suddenly the system show an error (Internal Error) and SAP will shut down. When we reopen the entries will be posted multiple times.
system show an error (Internal Error) and SAP will shut down. When we reopen the entries will be posted multiple times.
Need to to correct the internal error Affecting the transactions Manually around 30% of the transactions is affecting.
31.07.2013 12:17 Info to Reporter by SAP Dear Partner/Customer, We have received your inquiry and are currently processing it. You will be contacted with a solution or an update as soon as possible. For further details regarding the phase your message is in at the moment please refer to: http://service.sap.com/%7Esapidb/011000358700000575782007E
Kind regards, SAP Business One Global Support
31.07.2013 15:13 Call to Customer / Partner by SAP
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Performed on: 31.07.2013 20:42:25 (INDIA) Contact person: Abhay Pandya Status of discussion: Customer not reached Subject: Made an initial call on this number +91 9740231116,did not get any response. Will try after some time.
31.07.2013 15:29 Call to Customer / Partner by SAP Performed on: 31.07.2013 11:28:33 (EST_) Contact person: Abhay Pandya Status of discussion: Customer not reached Subject: Call the this number +91 9740231116 , the person who replied could not hear me, so he ask me to call back in 30 min. StellaMichel
31.07.2013 17:39 Call to Customer / Partner by SAP Performed on: 31.07.2013 13:36:51 (EST_) Contact person: Abhay Pandya Status of discussion: Customer reached Subject: Client was called and he explains he is able to join a webex now, as it is almost midnigth in India. He explains this is a ramdom issue and he is not able to reproduce it, I told him it woul be necessary to check the enviroment and verify the Database (Addons, Store procedures, etc). We agreed on decreasing this message priority to HIGh. PLease be aware that is still not confirmed if this issue falls under Performance scope. Please , contact him during the day (Indian Time) 01.08.2013 06:24 Reply to Reporter by SAP Dear Partner, In order to continue processing this message, RSP must be installed and the latest System Status Report (SSR) must be uploaded to SAP. Please refer to Notes 1733065 and 1604172 for further details. In case you are experiencing an issue with the upload of task results to SAP, refer to note 1879295. Kind regards, SAP Business One Global Support
01.08.2013 09:15 Reply to Support Center by Abhay Pandya Hi, We have installed RSP and Latest System Status Report have been uploaded to SAP. We have also attached the screen shot of uploaded SSR Waiting for your reply. Thanks & Regards Prem Anand +91 9740231116
01.08.2013 12:28 Reply to Reporter by SAP Dear Prem Anand, To help us investigate your reported issue further could you kindly provide following additional information: 1. Please specify if the SAP Business One application shutdown occurs randomly or if can be reproduced every time. 2. Please send us the detailed scenario of what the user was doing in SAP Business One prior to application shut down. (Please provide
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step-by-step instructions to reproduce the crash and also a scree nshot of the error message) 3. Does the application shutdown occur on all workstations? 4. Please verify if the issue occurs for all SAP Business One users or for specific users. 5. Please verify if the issue still occurs when all SAP and 3rd party add-ons are disabled. 6. Please verify if the issue still occurs when all FMS (formatted searches) on the affected form are disabled. Please refer to note 826789 for more information. 7. Please verify if the issue still occurs when all UDFs (user defined fields) are removed from the affected form. 8. Can you reproduce the issue in a test environment using a backup of the customer database? If 'yes', kindly provide the size of the customer database when it is compressed? 9. Can be the issue reproduced on the latest available patch of SAP Business One 9,0 in a test environment. In addition please provide the SAP Business One log file for further analysis of your reported issue. Please setup the log file settings as follows: Help > Support Desk > Logger Settings -> Business Information Level: Errors, Warnings and Information -> System Information Level: Errors, Warnings and Information Please send us the log file from the log file locations as specified log file location dialog after reproducing the issue. Kindly refer to the Performance Landing Page on the service marketplace to assist you in supporting performance-related and application shutdown issues in SAP Business One. http://service.sap.com > SAP Channel Partner Portal > Login > Solutions > SAP Business One > Support > Support Self-Help and Library > Performance Kind Regards, Pavol Hrasko SAP Business One Support
02.08.2013 06:56 Reply to Support Center by Abhay Pandya Hi Pavol Hrasko, We have mentioned the details against your points: 1. Please specify if the SAP Business One application shutdown occurs randomly or if can be reproduced every time. * This issue occurs randomly, we cant reproduce the issue 2. Please send us the detailed scenario of what the user was doing in SAP Business One prior to application shut down. (Please provide step-by-step instructions to reproduce the crash and also a screen shot of the error message) * This is happening, when the users doing normal transaction (even with super user also) 3. Does the application shutdown occur on all workstations? * This issue occurs randomly to some machine, at that time the sap gets hang shows an error message (Internal Error (-1101) after some when we move the mouse up and down, the sap gets refreshed. Then what ever transaction we are doing gets posted multiple times. (Note: SAP will not shut down, but it gets hang) 4. Please verify if the issue occurs for all SAP Business One users or for specific users. * As of now this issues has come 4 to 5 times, Below we have mentioned for which user and which document error has come so far User Document Shubhada Item Master Data (Super User) Ajinkya Sales Order Uggale AR Invoice + Payment Gangani AR Invoice + Payment Shaji Incoming Payment Seema Outgoing Payment
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5. Please verify if the issue still occurs when all SAP and 3rd party add-ons are disabled. * We are not able to test by disabling add ons, because this issue happen randomly 6. Please verify if the issue still occurs when all FMS (formatted searches) on the affected form are disabled. Please refer to note 826789 for more information. * We are not able to test by disabling FMS, because this issue happen randomly 7. Please verify if the issue still occurs when all UDFs (user defined fields) are removed from the affected form. *We are not able to test by removing UDF, because this issue happen randomly 8. Can you reproduce the issue in a test environment using a backup of the customer database? If 'yes', kindly provide the size of the customer database when it is compressed? * We are not able to reproduce the issue 9. Can be the issue reproduced on the latest available patch of SAP Business One 9,0 in a test environment. -NAIn addition please provide the SAP Business One log file for further analysis of your reported issue. Please setup the log file settings as follows: Help > Support Desk > Logger Settings -> Business Information Level: Errors, Warnings and Information -> System Information Level: Errors, Warnings and Information Please send us the log file from the log file locations as specified log file location dialog after reproducing the issue. Note: 1. Screen Shot of Some Multiple entries 2. Logger file on 29-07-2013 when the error has occurred Waiting for your reply With Regards Prem Anand +91 9740231116 02.08.2013 07:17 Reply to Reporter by SAP Dear Prem Anand, We would like to arrange a Webex session with you in order to have a thorough look at this specific issue. Please propose a date and time of your convenience within our business hours. Kind regards, Pavol Hrasko Support Consultant, SAP Business One Global Support
05.08.2013 05:27 Reply to Support Center by Abhay Pandya Hi Pavol Hrasko, Thanks for your reply, you can arrange Webex session at 3:00 PM (Indian
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Standard Time) today (05-08-2013) Thanks & Regards Prem Anand +91 9740231116 06.08.2013 10:15 Call from Customer / Partner by SAP Performed on: 06.08.2013 15:44:52 (INDIA) Contact person: Abhay Pandya Reason for call: Request to speed up processing Subject: Partner called and wanted to discuss the issue with you,please get back to him as soon as possible.
06.08.2013 11:31 Reply to Reporter by SAP Dear Prem Anand, Please propose webex session at least one day in advance in order to schedule it. Kind regards, Pavol Hrasko Support Consultant, SAP Business One Global Support
09.08.2013 11:16 Reply to Support Center by Abhay Pandya Dear Mr. Pavol Hrasko, We can have the webex session on 12/08/2013 between 10:00 AM to 6:00 PM (Indian Standard Time) Thanks & Regards Prem Anand +91 9740231116 09.08.2013 14:28 Reply to Reporter by SAP Dear Prem Anand, We would like to inform you that the date and time you proposed for the WebEx session suits. The email invitation has been sent to prem.anandc@genisys-group.com. Please read attached note 1820672 to ensure all Webex requirements can be fulfilled. We will contact you on 12th of August at 17:00 UTC+5:30 in order to perform a screening in the WebEx session. Please be aware that Webex sessions are recorded for analysis purposes. Thank you for your cooperation in advance. Kindregards, Pavol Hrasko SAP Business One Product Support
12.08.2013 13:30 Reply to Reporter by SAP Dear Prem Anand, As we discussed during our webex session we recommend solving all OS errors related and update the system with the latest patches. Further I would like to inform you that some improvements have been d elivered after connection loss - internal error -1101. Therefore we
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recommend upgrading to the latest available patch and observe the system. If the problem appears again please backup the log files s et in the logger settings and if possible send us a screenshot of the error message. Kind regards, Pavol Hrasko SAP Business One Product Support 13.08.2013 09:24 Reply to Support Center by Abhay Pandya Dear Mr. Pavol Hrasko, I am herewith attaching the Error Screen Shot for your reference. Thanks & Regards Prem Anand 13.08.2013 11:24 Reply to Reporter by SAP Dear Prem Anand, Thank you for additional information. Please apply our recommendations from the last reply on 13.8.2013. Kind regards, Pavol Hrasko SAP Business One Product Support
27.08.2013 09:58 Reply to Support Center by Abhay Pandya Dear Mr. Pavol Hrasko On 23/08/2013 we have encountered the same problem once again. I am here attaching the logger file of Server and the client machine. And the screen shot of document which has been duplicated. Thanks & Regards Prem Anand +91 9740231116 27.08.2013 11:23 Reply to Reporter by SAP Dear Prem Anand, The provided log files do not contain error -1101. Please upgrade to the latest available patch as requested on 12.8.2013. Kind regards, Pavol Hrasko SAP Business One Product Support
SAP Notes Number Short text 795206 1604172 1733065 1820672 Priorities of problem messages (SAP Business One) How to register RSP by uploading a System Status R... RSP is not installed or ready to use at customer s... Pre-requisites for a Webex Session Comment
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Administration for message 701636 / 2013 Status Component Priority Author action SBO-BC-PER (Performance) High Business operations are seriously threatened and urgent tasks cannot be executed.
Attachments Confirm Back to Support Center Action Log System data
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31.07.2013 15:13 Call to Customer / Partner by SAP