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31.07.2013 05:15 Description (English) by Abhay Pandya

Detailed problem description:

In the client system when some transaction (Incoming and OutgoingPayment) is happening, suddenly the system show an error (Internal Error)and SAP will shut down. When we reopen the entries will be postedmultiple times.

We have executed the query mentioned in the SAP Note: 1241506, but foundnull value.

Partner / Customer Contact: New Ball Bearing CorporationEnglish handling an option? (If you state 'Yes' here, it will facilitatethe processing of your message)Name: Prem AnandE-mail address: [email protected] 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 theentries will be posted multiple times.

system show an error (Internal Error) and SAP will shut down. When we reopen the entries will beposted 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 themoment 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

SAP Business One - Support Center https://websmp230.sap-ag.de/sap(bD1lbiZjPTAwMQ==)/bc/bsp/spn/sm...

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Performed on: 31.07.2013 20:42:25 (INDIA)Contact person: Abhay PandyaStatus of discussion: Customer not reachedSubject:Made an initial call on this number +91 9740231116,did not get any response.Will try after some time.


Performed on: 31.07.2013 11:28:33 (EST_)Contact person: Abhay PandyaStatus of discussion: Customer not reachedSubject: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


Performed on: 31.07.2013 13:36:51 (EST_)Contact person: Abhay PandyaStatus of discussion: Customer reachedSubject:Client was called and he explains he is able to join a webex now, as it is almost midnigth in India. He explains thisis a ramdom issue and he is not able to reproduce it, I told him it woul be necessary to check the enviroment andverify 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 uploadedto SAP. We have also attached the screen shot of uploaded SSR

Waiting for your reply.

Thanks & RegardsPrem Anand+91 9740231116


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 826789for 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 thecustomer 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 applicationshutdown 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 HraskoSAP Business One Support


Hi Pavol Hrasko,

We have mentioned the details against your points:

1. Please specify if the SAP Business One application shutdown occursrandomly or if can be reproduced every time.

* This issue occurs randomly, we can’t reproduce the issue

2. Please send us the detailed scenario of what the user was doing in SAPBusiness One prior to application shut down. (Please provide step-by-stepinstructions to reproduce the crash and also a screen shot of the errormessage)

* This is happening, when the users doing normal transaction (even withsuper user also)

3. Does the application shutdown occur on all workstations?

* This issue occurs randomly to some machine, at that time the sap getshang shows an error message (Internal Error (-1101) after some when wemove the mouse up and down, the sap gets refreshed. Then what evertransaction 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 orfor specific users.

* As of now this issues has come 4 to 5 times, Below we have mentionedfor which user and which document error has come so farUser DocumentShubhada Item Master Data (Super User)Ajinkya Sales OrderUggale AR Invoice + PaymentGangani AR Invoice + PaymentShaji Incoming PaymentSeema Outgoing Payment


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5. Please verify if the issue still occurs when all SAP and 3rd partyadd-ons are disabled.

* We are not able to test by disabling add – ons, because this issuehappen randomly

6. Please verify if the issue still occurs when all FMS (formattedsearches) on the affected form are disabled. Please refer to note 826789for more information.

* We are not able to test by disabling FMS, because this issue happenrandomly

7. Please verify if the issue still occurs when all UDFs (user definedfields) 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 ofthe customer database? If 'yes', kindly provide the size of the customerdatabase when it is compressed?

* We are not able to reproduce the issue

9. Can be the issue reproduced on the latest available patch of SAPBusiness One 9,0 in a test environment.

-NA-

In addition please provide the SAP Business One log file for furtheranalysis 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 logfile location dialog after reproducing the issue.

Note:1. Screen Shot of Some Multiple entries2. Logger file on 29-07-2013 when the error has occurred

Waiting for your reply

With RegardsPrem Anand+91 9740231116


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 timeof your convenience within our business hours.

Kind regards,

Pavol HraskoSupport Consultant, SAP Business One Global Support


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 PandyaReason for call: Request to speed up processingSubject:Partner called and wanted to discuss the issue with you,please get back to him as soon as possible.


Dear Prem Anand,

Please propose webex session at least one day in advance in order to schedule it.

Kind regards,

Pavol HraskoSupport Consultant, SAP Business One Global Support


Dear Mr. Pavol Hrasko,

We can have the webex session on 12/08/2013 between 10:00 AM to 6:00PM (Indian Standard Time)

Thanks & Regards

Prem Anand+91 9740231116


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 [email protected].

Please read attached note 1820672 to ensure all Webex requirements can be fulfilled. We will contact you on 12th of August at 17:00UTC+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 HraskoSAP Business One Product Support


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 inthe logger settings and if possible send us a screenshot of the error message.

Kind regards,



Dear Mr. Pavol Hrasko,

I am herewith attaching the Error Screen Shot for your reference.

Thanks & Regards

Prem Anand


Dear Prem Anand,

Thank you for additional information. Please apply our recommendations from the last reply on 13.8.2013.

Kind regards,



Dear Mr. Pavol Hrasko

On 23/08/2013 we have encountered the same problem once again. I am hereattaching the logger file of Server and the client machine. And thescreen shot of document which has been duplicated.

Thanks & Regards

Prem Anand+91 9740231116


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,


SAP Notes

Number Short text Comment

795206 Priorities of problem messages (SAP Business One)

1604172 How to register RSP by uploading a System Status R...

1733065 RSP is not installed or ready to use at customer s...

1820672 Pre-requisites for a Webex Session


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Administration for message 701636 / 2013

Status Author action

Component SBO-BC-PER (Performance)

Priority High

Business operations are seriously threatened and urgent tasks cannot be executed.

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