by synolia

Create standardized dashboards for your users. No more having confused users missing out on what they could be doing with Sugar. This add-on gives Sugar administrators the ability to easily and quickly deploy dashboard templates to one or multiple users.

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#2707 - Error Loading new profile.

Closed Bug? created by Paul Hekimian Verified Purchase 2 years ago

Hello support. I'm getting the below error and need help when trying to load Kendra Tarte dashboard to push out to all users. Any idea what is going on? Paul 310-344-1811

Sat Nov 19 01:34:31 2016 [1235][1][FATAL] Job 510a8c5c-adf8-11e6-a85a-02444ab8ba5d (SynoDashboardTemplates - Update roles dropdown) failed in CRON run
Sat Nov 19 01:34:31 2016 [1235][1][FATAL] Job 51108dbe-adf8-11e6-bf0a-02444ab8ba5d (SynoDashboardTemplates - Tracking user roles) failed in CRON run
Sat Nov 19 01:40:00 2016 [3517][1][FATAL] Job 1566816e-adf9-11e6-99fb-02444ab8ba5d (SynoDashboardTemplates - Update roles dropdown) failed in CRON run
Sat Nov 19 01:40:00 2016 [3517][1][FATAL] Job 156af014-adf9-11e6-a0b2-02444ab8ba5d (SynoDashboardTemplates - Tracking user roles) failed in CRON run
Sat Nov 19 01:41:00 2016 [29634][1][FATAL] Query Failed: ALTER TABLE users_cstm drop COLUMN synodt_block_dashboards_c: MySQL error 1091: Can't DROP 'synodt_block_dashboards_c'; check that column/key exists
Sat Nov 19 01:41:01 2016 [29634][1][FATAL] Query Failed: ALTER TABLE users_cstm drop COLUMN synodt_roles_c: MySQL error 1091: Can't DROP 'synodt_roles_c'; check that column/key exists
Sat Nov 19 01:42:27 2016 [4575][1][FATAL] Job 6cc1b7f8-adf9-11e6-986a-02444ab8ba5d (SynoDashboardTemplates - Update roles dropdown) failed in CRON run
Sat Nov 19 01:42:27 2016 [4575][1][FATAL] Job 6cc60934-adf9-11e6-81b1-02444ab8ba5d (SynoDashboardTemplates - Tracking user roles) failed in CRON run

  1. synolia member avatar

    synolia Provider Affiliate

    2 years ago

    Hello,

    From the logs you sent i would say the module has not been installed sucesfully. To be more precise, 2 custom fields have not been deployed on the Users module which in turn fails the jobs in the job queue.

    I would recommend to either update to the latest version (over the old one so that you keep your templates) , or if you already have the latest version (or prefer a clean install), uninstalling the module and reinstalling it.

    If you still have the same errors after trying this, we willl require the php log files as well, from the time of the module installation to try and figure out why the installation fails.

    If you need any more info, dont hesitate to contact us.

    Kind regards,
    Synolia Support

  2. paul13 member avatar

    Paul Hekimian Verified Purchase

    2 years ago

    I removed the module and did a clean install using the latest version. Here are the logs from the install. Can we jump on a web call and try and trouble shoot this issue?    We need this to work today. I'm still getting and error. Thanks, Paul

    Mon Nov 21 15:53:18 2016 [28543][1][FATAL] Job 9e727296-b002-11e6-8232-02444ab8ba5d (SynoDashboardTemplates - Update roles dropdown) failed in CRON run
    Mon Nov 21 15:53:18 2016 [28543][1][FATAL] Job 9e7f8ec2-b002-11e6-a724-02444ab8ba5d (SynoDashboardTemplates - Update roles dropdown) failed in CRON run
    Mon Nov 21 15:56:57 2016 [30279][1][FATAL] Job 1c543d3e-b003-11e6-96e0-02444ab8ba5d (SynoDashboardTemplates - Update roles dropdown) failed in CRON run
    Mon Nov 21 15:56:57 2016 [30279][1][FATAL] Job 1c5b789c-b003-11e6-9ae5-02444ab8ba5d (SynoDashboardTemplates - Update roles dropdown) failed in CRON run
    Mon Nov 21 15:58:11 2016 [4400][1][FATAL] Query Failed: ALTER TABLE users_cstm drop COLUMN synodt_block_dashboards_c: MySQL error 1091: Can't DROP 'synodt_block_dashboards_c'; check that column/key exists
    Mon Nov 21 15:58:12 2016 [4400][1][FATAL] Query Failed: ALTER TABLE users_cstm drop COLUMN synodt_roles_c: MySQL error 1091: Can't DROP 'synodt_roles_c'; check that column/key exists
    Mon Nov 21 16:00:37 2016 [8496][1][FATAL] [SessionLock] Session lock was held for 6 seconds which is longer than the maximum of 1 seconds. Request details: SERVER_NAME: ben.sugarondemand.com, SERVER_ADDR: 10.0.0.26, SCRIPT_FILENAME: /mnt/sugar/7.7.1.1/ent/api/rest.php, REQUEST_METHOD: POST, SCRIPT_NAME: /api/rest.php, REQUEST_URI: /rest/v10/oauth2/token, QUERY_STRING: __sugar_url=v10/oauth2/token
    Mon Nov 21 16:00:43 2016 [32398][1][FATAL] Job a772d506-b003-11e6-95b3-02444ab8ba5d (SynoDashboardTemplates - Update roles dropdown) failed in CRON run
    Mon Nov 21 16:00:43 2016 [32398][1][FATAL] Job a77662e8-b003-11e6-bf66-02444ab8ba5d (SynoDashboardTemplates - Tracking user roles) failed in CRON run
    Mon Nov 21 16:00:43 2016 [32398][1][FATAL] Job a77a24c8-b003-11e6-96fa-02444ab8ba5d (SynoDashboardTemplates - Update roles dropdown) failed in CRON run
    Mon Nov 21 16:00:43 2016 [32398][1][FATAL] Job a77ddd84-b003-11e6-b5e0-02444ab8ba5d (SynoDashboardTemplates - Tracking user roles) failed in CRON run
    Mon Nov 21 16:01:12 2016 [9368][1][FATAL] [SessionLock] Session lock was held for 9 seconds which is longer than the maximum of 1 seconds. Request details: SERVER_NAME: ben.sugarondemand.com, SERVER_ADDR: 10.0.0.26, SCRIPT_FILENAME: /mnt/sugar/7.7.1.1/ent/api/rest.php, REQUEST_METHOD: GET, SCRIPT_NAME: /api/rest.php, REQUEST_URI: /rest/v10/connectors, QUERY_STRING: __sugar_url=v10/connectors
    Mon Nov 21 16:08:15 2016 [2434][1][FATAL] Job b534bd34-b004-11e6-9906-02444ab8ba5d (SynoDashboardTemplates - Update roles dropdown) failed in CRON run
    Mon Nov 21 16:08:15 2016 [2434][1][FATAL] Job b53887e8-b004-11e6-8851-02444ab8ba5d (SynoDashboardTemplates - Tracking user roles) failed in CRON run
    Mon Nov 21 16:08:15 2016 [2434][1][FATAL] Job b53c1ec6-b004-11e6-a860-02444ab8ba5d (SynoDashboardTemplates - Update roles dropdown) failed in CRON run
    Mon Nov 21 16:08:15 2016 [2434][1][FATAL] Job b5404d66-b004-11e6-849c-02444ab8ba5d (SynoDashboardTemplates - Tracking user roles) failed in CRON run
    Mon Nov 21 16:12:50 2016 [3944][1][FATAL] Job 58dd2516-b005-11e6-9648-02444ab8ba5d (SynoDashboardTemplates - Update roles dropdown) failed in CRON run
    Mon Nov 21 16:12:50 2016 [3944][1][FATAL] Job 58e6307a-b005-11e6-a7f8-02444ab8ba5d (SynoDashboardTemplates - Tracking user roles) failed in CRON run
    Mon Nov 21 16:12:50 2016 [3944][1][FATAL] Job 58ea67b2-b005-11e6-bb1f-02444ab8ba5d (SynoDashboardTemplates - Update roles dropdown) failed in CRON run
    Mon Nov 21 16:12:50 2016 [3944][1][FATAL] Job 58edbf20-b005-11e6-9e5a-02444ab8ba5d (SynoDashboardTemplates - Tracking user roles) failed in CRON run
    Mon Nov 21 16:16:59 2016 [5510][1][FATAL] Job ed79190a-b005-11e6-9c99-02444ab8ba5d (SynoDashboardTemplates - Update roles dropdown) failed in CRON run
    Mon Nov 21 16:16:59 2016 [5510][1][FATAL] Job ed7d2720-b005-11e6-9a0f-02444ab8ba5d (SynoDashboardTemplates - Tracking user roles) failed in CRON run
    Mon Nov 21 16:16:59 2016 [5510][1][FATAL] Job ed8157a0-b005-11e6-8bcc-02444ab8ba5d (SynoDashboardTemplates - Update roles dropdown) failed in CRON run
    Mon Nov 21 16:16:59 2016 [5510][1][FATAL] Job ed86f5de-b005-11e6-8ad8-02444ab8ba5d (SynoDashboardTemplates - Tracking user roles) failed in CRON run
    Mon Nov 21 16:21:39 2016 [19310][1][FATAL] [SessionLock] Session lock was held for 2 seconds which is longer than the maximum of 1 seconds. Request details: SERVER_NAME: ben.sugarondemand.com, SERVER_ADDR: 10.0.1.238, SCRIPT_FILENAME: /mnt/sugar/7.7.1.1/ent/api/rest.php, REQUEST_METHOD: GET, SCRIPT_NAME: /api/rest.php, REQUEST_URI: /rest/v10/Calls?max_num=20&filter%5B0%5D%5Breminder_time%5D%5B%24gte%5D=0&filter%5B0%5D%5Bstatus%5D%5B%24equals%5D=Planned&filter%5B0%5D%5Baccept_status_users%5D%5B%24not_equals%5D=decline&filter%5B0%5D%5Bdate_start%5D%5B%24dateBetween%5D%5B%5D=2016-11-21T16%3A21%3A28.544Z&filter%5B0%5D%5Bdate_start%5D%5B%24dateBetween%5D%5B%5D=2016-11-22T16%3A26%3A28.544Z&filter%5B0%5D%5Busers.id%5D%5B%24equals%5D=1, QUERY_STRING: __sugar_url=v10/Calls&max_num=20&filter%5B0%5D%5Breminder_time%5D%5B%24gte%5D=0&filter%5B0%5D%5Bstatus%5D%5B%24equals%5D=Planned&filter%5B0%5D%5Baccept_status_users%5D%5B%24not_equals%5D=decline&filter%5B0%5D%5Bdate_start%5D%5B%24dateBetween%5D%5B%5D=2016-11-21T16%3A21%3A28.544Z&filter%5B0%5D%5Bdate_start%5D%5B%24dateBetween%5D%5B%5D=2016-11-22T16%3A26%3A28.544Z&filter%5B0%5D%5Busers.id%5D%5B%24equals%5D=1
    Mon Nov 21 16:22:52 2016 [12952][1][FATAL] [SessionLock] Session lock was held for 3 seconds which is longer than the maximum of 1 seconds. Request details: SERVER_NAME: ben.sugarondemand.com, SERVER_ADDR: Not set, SCRIPT_FILENAME: /mnt/sugar/7.7.1.1/ent/cron.php, REQUEST_METHOD: Not set, SCRIPT_NAME: /mnt/sugar/7.7.1.1/ent/cron.php, REQUEST_URI: , QUERY_STRING: Not set
    Mon Nov 21 16:23:18 2016 [12952][1][FATAL] [SessionLock] Session lock was held for 26 seconds which is longer than the maximum of 1 seconds. Request details: SERVER_NAME: ben.sugarondemand.com, SERVER_ADDR: Not set, SCRIPT_FILENAME: /mnt/sugar/7.7.1.1/ent/cron.php, REQUEST_METHOD: Not set, SCRIPT_NAME: /mnt/sugar/7.7.1.1/ent/cron.php, REQUEST_URI: , QUERY_STRING: Not set
    Mon Nov 21 16:23:22 2016 [12952][1][FATAL] [SessionLock] Session lock was held for 3 seconds which is longer than the maximum of 1 seconds. Request details: SERVER_NAME: ben.sugarondemand.com, SERVER_ADDR: Not set, SCRIPT_FILENAME: /mnt/sugar/7.7.1.1/ent/cron.php, REQUEST_METHOD: Not set, SCRIPT_NAME: /mnt/sugar/7.7.1.1/ent/cron.php, REQUEST_URI: , QUERY_STRING: Not set
    Mon Nov 21 16:23:26 2016 [12952][1][FATAL] [SessionLock] Session lock was held for 3 seconds which is longer than the maximum of 1 seconds. Request details: SERVER_NAME: ben.sugarondemand.com, SERVER_ADDR: Not set, SCRIPT_FILENAME: /mnt/sugar/7.7.1.1/ent/cron.php, REQUEST_METHOD: Not set, SCRIPT_NAME: /mnt/sugar/7.7.1.1/ent/cron.php, REQUEST_URI: , QUERY_STRING: Not set

  3. paul13 member avatar

    Paul Hekimian Verified Purchase

    2 years ago

    New update:

    It seems like the dashboards fail to load when there is a custom filter applied to a list view dashlet on any of the following:
    • Opportunities
    • Placements (Custom)
    • Documents

    We don't have the problem with Accounts. Haven't tested other modules yet.

    • synolia member avatar

      synolia Provider Affiliate

      2 years ago

      Hello Paul,

      Yes, i think we should have a web call and try to find out together how to solve this issue. When are you available for a call?

      Please send us the details for the call at sugaroutfitters@synolia.com so we can set it up.

      Kind regards,
      Synolia Support

  4. paul13 member avatar

    Paul Hekimian Verified Purchase

    2 years ago

    Hello support, I've reached out to Sugar's Advanced Support Team and below is the outcome of their findings. The issue is on the your side. Can you fix this or let me know what my options are at this time. If you cannot fix it, i'll be requesting a refund. The main issue is when we set a custom Filter in a list dashboard it does not let the data load. When we remove the custom filter it works. If you would like to trouble shoot this on our Dev intance let me know and i'll arrange that today. Please get back to me quickly as we have a large client that we need to push dashboards out to over 100 users. Thanks, Paul 310-344-1811

    Paul –

    Thank you for your patience as we’ve looked into this for you. Our Advanced Support team has provided some insight and indicated that the issue resides with how SYNOLIA is attempting to build out the dashboards (retrieving data, and publishing data). If you are building modules in Module Builder, there is nothing that should cause their plug-in to fail, as you would be using the same functionality (filters, etc) as stock modules. If built outside of module builder, we’d suggest looking at that further, but we have no insight as we do not provide support for customizations/code.

    The console error being shown is a 500 error from SYNOLIA:
    http://www.screencast.com/t/pm3N7TT9IM

    Unfortunately, the SYNOLIA application is not providing any meaningful logging, so we can not see any information on what is causing the issue. That is something that will need to be looked at by SYNOLIA.

    Please let me know if you have any further questions.

    Best regards,

    Chris Hesselrode
    Sugar CRM | Technical Support Engineer

    • synolia member avatar

      synolia Provider Affiliate

      2 years ago

      Hi Paul,

      First of all my apologizes for our delay we had a trap on the notification process. We didn't have the idea about this problem because we never had it before and we never had this type of answer on a REST call. Do you have some role on fields used in these filters? That is the only way where a trouble can appear.

      Kind regards,
      Synolia Support

    • paul13 member avatar

      Paul Hekimian Verified Purchase

      2 years ago

      We do not have any roles on fields being used by these filters. Can we set up a call to trouble shoot this today? 310-344-1811 Thanks, Paul

    • synolia member avatar

      synolia Provider Affiliate

      2 years ago

      Hi Paul,

      We are on French Timezone by consequence it's not easy to setup a call for that. We can't reproduce anything on our side by consequence we can perform a call if you want however I'm not really optimist about that.

      May you provide us an admin access to this instance where the case was dealed or on a staging instance ?

      Kind regards,
      Synolia Support

  5. paul13 member avatar

    Paul Hekimian Verified Purchase

    2 years ago

    Hello support, please log onto our dev instance. https://bendev.sugarondemand.com UN: [removed] PW: [removed]
    Load my profile: Paul Hekimian
    You'll see that it works just fine.

    Then go into the Sales Dashboard and edit the "My Opportunities" list view and chose the CUSTOM filter "Open Opportunities".

    Go back and try and load my profile and you'll get an error. The issue is "Custom Filters" not letting the data to load. Let me know what you fine out once you've tested it. Thanks, Paul

  6. synolia member avatar

    synolia Provider Affiliate

    2 years ago

    Hi Paul,

    First of all thanks for your time yesterday on our one and an half hour call. We didn't find a valuable reason on your problem and as you said that didn't happen on other instances where you are using our add-on. Maybe it's a trouble linked with the very slow performance on the platform however that is really strange. Wa can't go further this problem with only a user interface access, we never had this type of error before. The log provided are from the application and not from the platform (PHP).

    All the best
    Synolia Support

  7. paul13 member avatar

    Paul Hekimian Verified Purchase

    2 years ago

    Support, i reached out to Sugar to get feedback on getting the PHP files and this is what they came back with. Let me know if this would help if i gave you access to look deeper into the issue? Paul

    Hi Paul,

    I'd be happy to provide you with a backup of your Sugar instance (PHP files and database). We can not provide this data to a 3rd party, however, it is your data - and if you choose to pass it along to them, you are free to do so.

    Please let me know if you'd like me to do this, and I'll send over FTP credentials once I get the backup done.
    Best regards,
    Chris Hesselrode
    Sugar CRM | Technical Support Engineer


    On 2016-12-14, 01:11pm, paul@pacificstreetinc.com wrote:
    Chris, just to give you and update. I got onto the phone with Synolia support and they cannot find the issue without getting into the SugarCRM PHP code. See below. It looks like this is dead in the water for now unless your team can get this their team and dive deeper into the PHP code. Paul

  8. synolia member avatar

    synolia Provider Affiliate

    2 years ago

    Hi Paul,

    We do not provide this type of advanced services usually as our add-on works out of the box in mostly cases. You may ask a refund for this very particular problem on this instance.

    Best regards,
    Synolia Support

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