AE System Release Keeps Crashing - Since 2019 Update

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IT_Dan_The_Man
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AE System Release Keeps Crashing - Since 2019 Update

Hi All,

 

We've been having issues with all users with MYOB AE's System Release crashing.

 

On the SQL Server, we're getting the following error each time system release closes unexpectingly.

 

MYOB ISSUE.PNG

 

This has been happening since the 2019 update a few weeks ago. Has anybody else come across this issue?

 

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Super Partner Will_SolnX
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Re: AE System Release Keeps Crashing - Since 2019 Update

Hi @IT_Dan_The_Man ,

 

That Error screenshot doesn't seem to have come through correctly.  Can you try posting again?

 

(Note, I don't know AE at all, but I know Delphi apps, and I know MS SQL Server, so I might be able to help from general knowledge).

IT_Dan_The_Man
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Re: AE System Release Keeps Crashing - Since 2019 Update

Hi Will,


I've attached it to this post now.


Cheers

MYOB ISSUE.PNG
Super Partner Will_SolnX
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Re: AE System Release Keeps Crashing - Since 2019 Update

Hmm, unfamilair to me, though my general read is that it's disconnecting people for being inactive.  Is there a new profile setting around idle timeouts maybe?

MYOB Moderator MattN
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Re: AE System Release Keeps Crashing - Since 2019 Update

Hi @IT_Dan_The_Man,

 

there were no updates between 2018.1 and 2019.0 for the System Release application. 

 

The error you are seeing would indicate that the SR-DAL application (which provides a SQL database access to the System Release based applications) is no longer able to "talk" to the application at the specific IP address, and it terminated without closing the tables that it opened.

 

This would indicate that it crashed when (most likely) a Tax ledger was open.

 

To help troubleshoot the issue, I have some questions :

  • Does this occur on all workstations, or only the one?
  • Does it occur when you log into Windows as another user?
  • Does it happen when you launch System Release directly from the System Release folder (M:\SOL64 or equivalent, or MYOBAE\AESQL\TAX)

If this occurs for all users on this workstation, but no other workstations, then I would suggest performing a workstation uninstall, then reinstall (with AV off) to allow the installer to correctly register required DLLs etc.

 

If this is occuring for all users from all workstations, then it could be caused by something different - answers to the above would be helpful.

 

 


cheers,

Matt
Product and Technical Specialist
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MYOB Australia Pty Ltd
IT_Dan_The_Man
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Re: AE System Release Keeps Crashing - Since 2019 Update

Hi @MattN 

 

It's happening for all users when they're editing properties on a client file. They will be in the client updating different fields and then the system release window will crash without error. That error I've attached will then show up in the event view logs on the sql server, not each individual endpoint.

MYOB Moderator MattN
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Re: AE System Release Keeps Crashing - Since 2019 Update

Hi @IT_Dan_The_Man 

 

Can you be a bit more specific about what is being edited?

 

Are you using AE Framework?  or is your site a System Release only site?

How are your users editing this client information?  What specific information is being changed?

 

by default, updating client info, such as Names, Addresses etc do not open system release (when changing these details in AE Framework)

 

I am fully aware that the error you showed is from the SQL server - and SR-DAL will report those types of errors, whenever a workstation is forcibly closed (either because of a system crash, or the machine being turned off etc, because SR-DAL expects to receive a "close tables" type of command once work is completed.

 

What specific errors show in the event logs on the actual workstations when System Release crashes?

What other windows updates have been installed recently?

What version of Tax did you upgrade from?

What OS is running on the server and workstations?

What version of SQL are you running?

 

The more information you can provide, the more helpful it will be in diagnosing the cause.


cheers,

Matt
Product and Technical Specialist
Practice Solutions
MYOB Australia Pty Ltd
nurvcloud
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Re: AE System Release Keeps Crashing - Since 2019 Update

We have been having this with one of our customers on and off for a while does not all ways crash.

 

We used to be getting an unexpected network error due to UNC path, but I have corrected that, and this still remains. Staff being in AE with TAX called and doing estimates or F3 / F4 options and it is crashing. 

 

You can go back in sometimes right after do the same thing again and it works my customer tells me. 

 

Since cleaning up the UNC paths I have been struggling to find the last UNC path that AE is reading when a user loads tax form with in AE as the full error logs shows below and am wondering if that’s related ? and where can I find it to replace it from UNC to the mapped drive?.

 

The items I have marked in BLUE are UNC paths that I fixed though various AE/TAX config menus however the final crash module in red shows a UNC path still, server named starred out on purpose. 

 

**Log attached**

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