GoldMine crashes for all users when opening the Document Templates or crashes for all users when trying to expand any of the Defaults folder under Document Templates

Version 1

    Details

    GoldMine crashes for all users when opening the Document Templates or crashes for all users when trying to expand any of the Defaults folder under Document Templates

    [SYMPTOMS]

    - This affects all users and is usually not isolated to individual users
    - GoldMine crashes either
    a. directly when trying to open the Document Templates (Go To >> Document Templates or via the button Documents)
    b. when trying to expand any Defaults folder under Document Templates (e.g. Right Click >> Expand on any Default folder in Document Templates)



    Resolution

    [CAUSE]
    - while this behavior may have different root causes one known cause of this experienced behavior is when the Document Templates related tables may be corrupted (missing table, missing indexes any other corruption within the data) - an indicator for this is usually that all users are affected and GoldMine crashes on all related clients
     

    [STEPS TO RESOLVE]

    1. Make sure that all users are logged out of GoldMine and all services related to GoldMine are shut down (e.g. GoldSync)

    2.  Make sure that all users are logged off or have closed all applications  with an integration into GoldMine (e.g. GMME, Outlook, Word etc)

    3. Make sure to have a full running backup of your GoldMine database

    4. In GoldMine with master rights

    Note Beside: As GoldMine remembers the last opened tab, GoldMine may crash directly when starting GoldMine as it attempts to open the Documents tab from the last session. To overcome this behavior the user with master rights may
    a. Close GoldMine again and restart >> this usually will lead GoldMine not to try to open Documents tab again
    b. Enter the Maintenance Mode of GoldMine via the Holding Down the CTRL key when pressing OK on the Logon screen of GoldMine

    (see also related Knowledge Article 18635 - How to enter the GoldMine Maintaining mode when GoldMine cannot  be opened, for example crashes straight away when starting GoldMine)





    c. Delete the line Forms=xx in section [Session] from the specific USER.INI
    [Session]
    FramePos=-008-008116808501
    Forms=22


    5.Tools >> Databases >> Maintain Database…

    6. Individual Files >> Next

    7. Select FORMS (Document Templates), FORMSFLD (stores the used fields of the templates), FORMSQUE (Queue of mail merged forms waiting to the processed) tables from the list >> Next

    Note Beside: technically it is sufficient only to select the FORMS table, but as the further FORMSxxx tables are directly related to forms they should be included proactively

    8.  Select Rebuild and Pack the database files >> there appears a  message that SQL tables need not to be rebuilt unless a table  restructure is required… >> confirm this message

    9. Select Sort the database files + Verify the data and synchronization information >> Next

    10.  although there should be no user logged in anymore it might be  recommended to select the Force all users to exit GoldMine with 1 minute  >> Next

    11. Finish

    12. Re-test the behavior


    Additional Note:

    Usually this will resolve the behavior but in case the scenarios still still lead to a crash for all users, it is recommended to repeat the above steps this time with selecting the MAILBOX table as Email templates are taken from this table. (as this is usually the largest table it is not recommended to include this in the first attempt from above)