SalesLogix Technical Support Knowledge Base

Troubleshooting

The SalesLogix.key File and Key Generation

The SalesLogix.key file contains the site code of the machine and a list of keys. The site code and the keys are used by SalesLogix and the Synchronization System to identify records that are inserted into the database and to identify files used by the Synchronization System.

Editing the SalesLogix.key File

The Saleslogix.key file is a crucial file and should only be edited by someone experienced with the system. It is located in the same folder as the SalesLogix executables. It is a system file. If it is not visible, then the user should select Options from the View menu of Windows Explorer. Once the Options dialog opens, select the View tab. Under Hidden Files, select the Show all files option. If you are unable to save your changes, then that file is locked and you must copy all of the contents of the SalesLogix.key file to a new key file. Once the contents of the old key file are copied to a temporary text file, delete the old SalesLogix.key file. Then create a new text file and rename it SalesLogix.key (with Key being the extension). Then copy the contents of the temporary file into the new, blank SalesLogix.key file and delete the temporary text file. 

How SalesLogix Keys are Generated

Each Saleslogix key is 12 digits long and made up of three components. It is in the following form: CA2EK0012345

C = a one-letter Prefix that depends on the type of transaction being created and the corresponding database.
A2EK = the Site Code of the machine.
0012345 = an index value. This index value is taken from the individual keys found within the SalesLogix.key file of the machine.

Some sample Key Prefixes:
A - Account C - Contact F - Security Code
H - History L - Leadsource O - Opportunity
U - UserID V - Activity a - Address

Symptoms & Diagnosis

Case Study #1

1) The machine's operating system is Windows NT.
2) The SalesLogix Client allows you to log in but then the splash screen simply disappears from the screen, including the tag on the task-bar, before the application can actually open. 
3) All other SalesLogix components could be opened against the same database.
4) The SalesLogix Client can successfully be launched against another database such as the demonstration database.

Diagnosis: 
There are some corrupted system views contained in the database. To isolate which system view is corrupted, it is possible to try opening them in the SalesLogix Architect. The other option to isolate which system view is corrupted is to use SQL Monitor. Once the corrupted system view has been isolated, open the Plugin Manager from the SalesLogix Architect and delete the corrupted system view from the database. Then use the system views contained within the demonstration database to copy over a non-corrupted replacement for the deleted system view. Close the Plugin Manager and the SalesLogix Architect. You should now be able to successfully launch the SalesLogix Client.

Case Study #2

A number of errors keep appearing which prevent the SalesLogix Mail Merge feature from working when using Word 97 as the word processor. Some of the possible errors are:
1) Microsoft Word ERR=1826. Word was unable to open the Data Source.
2) Execution Stopped: Context: sbWriteLetter@0: FunctionWrite:Letter. This command is not available.
3) An error occurred during the Word Mailmerge. Please save the file "C:\Windows\Temp\SMM7254.txt"
4) MSWord Mailmerge failed; C:\Windows\Temp\SMME184.txt

Diagnosis:
There are a few possibilities for these types of errors appearing. The first is that the Word 97 template being used contains no merge fields. Edit the template to contain a few merge fields to see if the issue is resolved.
The second possibility is that the Base.dot used by SalesLogix to offer the Word 97 mail merge functionality is corrupt or missing from the location that SalesLogix was installed in (ex: C:\Program Files\SalesLogix). Replacing this file from another machine may resolve the issue.
If problems persist, it is possible that the installation of Word 97 on the machine having problems is not a typical installation. Re-installing Word 97 and selecting a typical Word 97 install should help resolve these issues. If a 3rd party add on product for Word 97 has been installed on the machine experiencing problems (ex: RoboHelp) it may have altered or even replaced some of the standard Word DLLs. Again, the resolution would be to perform a typical re-installation of Word 97 to re-establish the standard DLLs.
If Word 97 has been re-installed (typical install) and the problems still persist, try opening the following directory on another machine: C:\Program Files\MSOffice\Template. Look for the ACMINLNG.SRG and ACTYPLNG.SRG files and copy these to the same location on the machine having problems.

Case Study #3

While trying to insert new records (ex: accounts, contacts, opportunities, or activities), the system will hang for up to ten minutes. The problem would get worse as more users were on the network.

Diagnosis:
In most instances, this would indicate a problem with the indexes on one or more system-level tables. However, this fact needs to be established before proceeding. Therefore, to isolate the problem further, use SQL Monitor to see the statement that the system is having a problem with. Then try executing this statement against the database using DB Explorer. If this does not hang the system, then the problem is in the SalesLogix executable and it should be re-installed.

If this appears to hang the system as well, it indicates that there is either a problem with the Borland Database Engine (since this is used by both SalesLogix and DB Explorer), the table or the statement. To determine if the BDE is the problem, try executing this SQL statement against the database from Interbase, MS SQL Server or Oracle's SQL connection tool. (ex: Wisql32, ISQL_w, or SQL Plus). If this executes successfully, then the BDE needs to be re-installed.

If this also appears to hang, then the the problem lies in the table or the statement. To decide which one is the root of the problem, try inserting a very simple statement into the table in question. If this simple statement does not hang, then the problem is in the originally generated statement and you must look to see if there is some VBA script that has been added to SalesLogix that is generating this. If this simple statement also hangs, then there is a problem with the table itself. You can use DB Explorer to inspect the table manually and look for duplicate keys etc. If there is nothing visibly wrong with the table, it leaves the problem with the indexes on the table. You can try to drop and re-build the indexes on this table. If you are unable to re-index the table, you could create a second table, copy the data over, and then drop the original table. You should now be able to add the indexes back. (See the section on Dropping and Re-Adding a Table for more details).

Case Study #4

The Sync Server runs very slowly and takes hours to apply just a few transaction exchange files.

Diagnosis:
The ConfTran.gdb file used by the SalesLogix Sync Server to resolve transaction conflicts has probably gotten to be excessively large. The normal size for this file is 1-5MB and it is located on the machine containing the Sync Server. To resolve the speed issue of Sync Server, this gdb file should be deleted. Then perform a Backup and Restore of the main database to resolve any other issues. After all of this, the Sync Server should run a lot faster. (See the section on Database Maintenance for details on the Backup and Restore of a database).

Case Study #5

All Saleslogix components run very slowly over the network.

If the database platform is InterBase, this can be the result of having IPX as one of the Network protocols. The Borland Database Engine requires TCP/IP or NetBEUI to function correctly. Since TCP/IP is a more robust protocol than NetBEUI, it is best to force the BDE to use TCP/IP in this situation. This can be done by changing the way the SERVER NAME parameter is configured in the BDE. For more details on this, see the Aliases & Pathing of InterBase portion of the BDE section.