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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#3647 - Issue while upgrading sugar to a new version

Closed Bug? created by carlos1 Verified Purchase 4 years ago

Hi there,

After upgrading our sugar from SugarCRM Professional, Version (Build 9) to SugarCRM Professional, Version (Build 1090), everything seemed to be working fine until we cleared our cache folder and now we are getting the following issue:

HTTP: 500 Internal Server Error

An exception occurred while executing 'SELECT, users.user_name, users.user_hash, users.system_generated_password, users.pwd_last_changed, users.authenticate_id, users.sugar_login, users.picture, users.first_name, users.last_name, users.is_admin, users.external_auth_only, users.receive_notifications, users.description, users.date_entered, users.date_modified, users.last_login, users.modified_user_id, users.created_by, users.title, users.department, users.phone_home, users.phone_mobile, users.phone_work, users.phone_other, users.phone_fax, users.status, users.address_street, users.address_city, users.address_state, users.address_country, users.address_postalcode, users.default_team, users.team_set_id, users.deleted, users.portal_only, users.show_on_employees, users.employee_status, users.messenger_id, users.messenger_type, users.reports_to_id, users.is_group, users.preferred_language, users.acl_role_set_id, users_cstm.synodt_roles_c, users_cstm.synodt_block_dashboards_c FROM users WHERE (users.user_name = ?) AND (users.deleted = ?) LIMIT 1' with params [", 0]: Unknown column 'users_cstm.synodt_roles_c' in 'field list'

We can't login to sugar, this error is displayed right after the login. We tried to disabled the modules by following but that didnt help.


  1. synolia member avatar

    synolia Provider Affiliate

    4 years ago


    The problem is that the module you are using is no longer compatible with your Sugar version. Since 2017 and Sugar 7.8.X a new plan and a new version has been deployed to SugarOutfitters. To be able to use the module with Sugar you will have to subscribe to the new plan.

    In your situation however, disabling the module will not solve the issue your are facing. You will have to unistall the module completelly, not only disable it. If you can't do it from the upgraded version, you will have to restart the upgrade process. In case of upgrading Sugar we recomment the following procedure: Uninstall Dashboard Templates Deployer, upgrade Sugar, install the latest version of Dashboard Template Deployer. In most cases you can keep the tables when uninstalling, but if you encouter issues with the old templates, you will have to remake them post upgrade.

    If you have any questions, i'll be happy to assist.

    Kind regards, Synolia Support

  2. carlos1 member avatar

    carlos1 Verified Purchase

    4 years ago

    Thanks for the reply. Let me see if I understood correctly, we have to purchase a new version of the plugin, after that, can you help us to resolve the issue that are currently facing? We can't simply restart the all Sugar upgrade process again as it was a very painful one, and the only module now missing with issues is the Dashboard Template.

  3. synolia member avatar

    synolia Provider Affiliate

    4 years ago


    Unfortunatelly, you will have to uninstall the module to fix the issue you are facing. You can do this manually but it is difficult and not recommenced. Some other clients have found themselves in the same situation and you can find some help in the other support tickets.

    Kind regards, Synolia Support

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