GoldMine Web (GMWEB) - Server Error: An error has occurred on the server. Please contact your system administrator. when the STATUS field of a contact record is blank

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    Details

    GoldMine Web (GMWEB) - Server Error: An error has occurred on the server. Please contact your system administrator. when the STATUS field of a contact record is blank

     

    [STEPS TO REPLICATE]
    In GoldMine Web
    1. Browse to an identified impacted contact record
    2. Edit icon in order to change the contact record
    3. Change any information on the specific contact record
    4. Scroll down and press the Update button
    >> RESULT:

     

    - This happens only on specific contact records
    - When confirming the error message a spinning wheel with the message We are working on it and eventually the record will be displayed again but without any change
    - There is no error recorded in the GMConnect.Log file
    - The GMWeb.Log file entries

    a. show for a working record show (only the important part of the log file)

     

    2018-01-03 12:08:08,099 - Thread id[36] - master - /Goldmine/Contact/Update/ - OK - 126.7024ms - Chrome 63.0

    {"data":{"company":"Cathay Financial Holdings","u_company":"CATHAY FINANCIAL HOLDINGS","state":"","name":"","u_name":"","lastname":"","u_lastname":"","department":"Administration","title":"Account Manager","secr":"","phone1":"","phone2":"s","phone3":"","fax":"","ext1":"","ext2":"","ext3":"","ext4":"","id":"HW8NZ3I&A>HYY/B","accountno":"B4090933856(VP#LYC88","key1":"","key2":"","key3":"","key4":"","key5":"","address1":"34 Bonlee Trak","address2":"Suite 362","address3":"","city":"Burnwell","zip":"25034","country":"Australia","dear":"","source":"","mergecodes":"","email1":"[email protected]","website1":"","createdby":"LUCYL","callbackon":"/Date(1514934000000+0100)/","callbackat":"12:24pm","callbkfreq":0,"lastconton":"/Date(1461189600000+0200)/","lastcontat":"10:36pm","lastatmpat":"","meetdateon":"/Date(1515020400000+0100)/","meettimeat":"12:00pm","comments":"","prevresult":"Our new promo","nextaction":"GM 5.7 RS Demo & Lit","actionon":"/Date(1428444000000+0200)/","recordtype":"","curtainlevel":0,"curtain_level_for_current_user":-1,"owner":"","internationalphoneformat":false,"userdefs":{"uaccno":"B4090933856(VP#LYC88","ubrdetail":"Electrical Contractor","ucdate":"","ucreateat":"09:24","ucreateon":"/Date(1410213600000+0200)/","ufacebook":"","uhmail":"[email protected]","uhmailid":"2105","ulastdate":"/Date(1443391200000+0200)/","ulasttime":"","ulastuser":"","ulinkedin":"x","unaics":"","urecidno":"HW8NZ3I&A>HYY/B","urecno":"","urep":"","userdef01":"","userdef02":"","userdef03":"","userdef04":"","userdef05":"","userdef06":"","userdef07":"","userdef08":"","userdef09":"","userdef10":"","userdef11":"","userdef12":"","userdef13":"","userdef14":"","userdef15":"","userdef16":"","ustatus":" 0","utest":"","utwitter":"","valid":true,"showError":false},"lasttime":"11:50:41","lastuser":"MASTER","createat":"09:24"}}

     

    b. show for an impacted record

     

     

    2018-01-03 11:51:18,684 - Thread id[13] - master - /Goldmine/Contact/Update/ - OK - 27.8696ms - Chrome 63.0

    {"data":{"company":"Cathay Financial Holdings","u_company":"CATHAY FINANCIAL HOLDINGS","state":"","name":"","u_name":"","lastname":"","u_lastname":"","department":"Administration","title":"Account Manager","secr":"","phone1":"","phone2":"","phone3":"","fax":"","ext1":"","ext2":"","ext3":"","ext4":"","id":"HW8NZ3I&A>HYY/B","accountno":"B4090933856(VP#LYC88","key1":"","key2":"","key3":"","key4":"","key5":"","address1":"34 Bonlee Trak","address2":"Suite 362","address3":"","city":"Burnwell","zip":"25034","country":"Australia","dear":"","source":"","mergecodes":"","email1":"[email protected]","website1":"","createdby":"LUCYL","callbackon":"/Date(1514934000000+0100)/","callbackat":"12:24pm","callbkfreq":0,"lastconton":"/Date(1461189600000+0200)/","lastcontat":"10:36pm","lastatmpat":"","meetdateon":"/Date(1515020400000+0100)/","meettimeat":"12:00pm","comments":"","prevresult":"Our new promo","nextaction":"GM 5.7 RS Demo & Lit","actionon":"/Date(1428444000000+0200)/","recordtype":"","curtainlevel":0,"curtain_level_for_current_user":-1,"owner":"","userdefs":{"uaccno":"B4090933856(VP#LYC88","ubrdetail":"Electrical Contractor","ucdate":"","ucreateat":"09:24","ucreateon":"/Date(1410213600000+0200)/","ufacebook":"","uhmail":"[email protected]","uhmailid":"2105","ulastdate":"/Date(1443391200000+0200)/","ulasttime":"","ulastuser":"","ulinkedin":"y","unaics":"","urecidno":"HW8NZ3I&A>HYY/B","urecno":"","urep":"","userdef01":"","userdef02":"","userdef03":"","userdef04":"","userdef05":"","userdef06":"","userdef07":"","userdef08":"","userdef09":"","userdef10":"","userdef11":"","userdef12":"","userdef13":"","userdef14":"","userdef15":"","userdef16":"","ustatus":" 0","utest":"","utwitter":"","valid":true,"showError":false},"lasttime":"11:50:41","lastuser":"MASTER","createat":"09:24"}}

     

     


    Resolution


    - While the reason might be unknown (the potential existence of a LOOKUP.INI should be checked) why a record does have no phone format flag (I for International and U for US) in the CONTACT1->STATUS field, this error occurs when the STATUS field is not correctly filled and especially the first flag is blank.

    - GoldMine valid values for the first 2 characters of the STATUS field are only one of the following combinations U0 (US - None/no curtaining), U1 (US - Partial curtaining), U2 (US - Complete curtaining), U3 (US - Semi-partial/Hide tabs curtaining), I0 (International  - None/no curtaining), I1 (International - Partial curtaining), I2 (International - Complete curtaining), I3 (International - Semi-partial/Hide tabs curtaining) and it is recommended to change them accordingly, for example via a Global Replace, see also How to change the phone format to international format/US-format globally for all or a subset of contact records?

     

    - In order to verify if contact records are impacted the following queries may help

     

    select count(*), status from contact1 group by status

    (will provide an overview of how many records may be impacted)

     

    select * from CONTACT1 where left(status,2) not in ('U0', 'U1','U2', 'U3', 'I0', 'I1', 'I2', 'I3')

    (will provide all records which do not have accurate values - either the phone format missing or incorrect, or the curtaining or both)