Paperless office wrong contents in emailed pdf's

Just as the subject says, I have run in to an instance where a sage 100 install is emailing the wrong contents in pdf's to customers. Previously fixed, but the issue keeps coming back. 
So far, I have had several support tickets about the issue. Thought it was resolved for good last time.

At first, the problem was resolved by going in to PL_AdvancedOptions_UI and making sure that per company file, that the "Use lockfile" was turned back on and removing and reinstalling the pdf converter with that checked. 

The problem went away for a long while. 

Recently the problem has cropped up at random again along with users at random getting errors regarding lock files. Usually the lockfile error issue clears it self up if the user try's again.

Things to note:
1. Already went back in to PL_AdvancedOptions_UI and made sure that some how, the "Use lockfile" was not unchecked. System wide. 
2. Double checked permissions as per another past sage KB article that phone support lead me to, on registry entries for the lockfiles. 
3. The attached pdf sent to the customer is named correctly, just has the wrong contents from a different invoice. 
4. Happens totally at random with no relation to company file. 
5. This is an RDS web app deployment of sage to 30 or so users spanning multiple states, not company intranet setup, so internet connection speed is not a factor since users are interacting with a remote desktop view. 
6. Has been running seamlessly for months, minus a few typical RDS deployment issues that crop up from time to time.
7. There is a total of 18 separate active company code's in this deployment.

My question is, has any one had this issue keep croping back up?
I suspect that going back in to each company file in sage and running the PL_AdvancedOptions_UI utility again to uncheck "use lockfile", uninstall the pdf converter, recheck "use lockfile", and reinstall the pdf converter, will clear up the issue yet again
Desperately searching for a final resolution to this issue. 
I have at length tried to search and find a relevant KB article to solve this once and for all.



Parents
  • We've seen this and I suspect you've read the same KB articles. The only interesting thing  I see in the KB is to ensure the lockfile is set on a per company code basis.

    Have seen reports of: 

    • Merged PDF files - register / invoices
    • Wrong direct deposit stub to the wrong employee
    • Wrong invoice sent to the wrong customer

    I think the issue is largely limited to remote desktop type connections.

  • in reply to Wayne Schulz

    The lesson of the lockfile setting being by company code was painstakingly learned (by a colleague with assistance of Sage support).  I'd suggest setting this when everyone is logged out of the terminal server.

  • in reply to Kevin M

    Oh of course. I only make changes to stuff like that with everyone logged out of the system. Frustrating thing, is that after months of working seamlessly, the issue keeps cropping back up.
    At least its easy to fix by resetting the options, but still have to deal with the occasional issue of a customer getting the wrong invoice contents, forcing people to constantly verify the contents of sent pdf's wasting workflow hours. 

  • in reply to MarioG

    We've found that Windows Updates are breaking the permissions on the registry key used for the locks on workstations... perhaps that might be worth triple-checking.

  • in reply to Kevin M

    I keep the auto update's turned off on the production servers, and no updates have been applied in the time frame of it being fixed to automagically breaking again. 

    Your reply makes me wonder, if its the actual user profile's registry settings on the RDS app server are what is getting corrupted......... Time to go check!!!! I know Sage 100 ERP support in 2016 windows server is still new so there in might lie the problem.

    Ill update here with results of that check tonight when I can take the production servers offline. 

  • in reply to MarioG

    I just had this happen for client, and the customer number for the invoice had a special character, so maybe that is a clue as to why it is so intermittent.

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