Inconsistent results on reports and Invoices showing incorrect information (as per another question

I have a client who is experiencing odd results when producing standard reports:

A list of Sales Invoices & Credit notes to screen repeats the same transaction

Running it to file reports correctly.

I have recreated this on their demo data:

To screen:

To file:

They have another report which has the same problem but I don;t have a full list - they are only letting me know when they find them.

They are using Sophos AV but we have checked all the advanced settings so not sure where to go with this as i can't recreate off site.

They also have the issue with Invoices showing incorrect information but being corret on a reprint (although not always).

2011-10-27_CH-Stammtisch_2.pdf

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Steve Loader

Hi Carolyn,

We too have a couple of customers that have experienced the same problem!

One particular example of the problem came when Publishing the Statement report.

On the first Publish, all seemed well.

However, on the second Publish, the Customer account was incorrect, and was the first account in the sname table, and all of the transactions were repeated for the first Invoice in the stran table.

It is as if the record pointer to the sname, and stran, tables have been reset to to the first record.

A third Publish was correct, but the Fourth exhibited the problem, ad infinitum.

We have reported the issue to pegasus, and suggest that you do to, if you haven't already done so.

Our thinking at present is that this could be related to a Windows patch, although we're not quite sure which.

For the customer in question, the problem only occurs with the Opera 3 client on one laptop, but not on another, and doesn't occur on the server.

I think pegasus need to be badgered hard on this one, as I can see it being reported across multiple Partners/Customers very soon.

I hope that helps, and please let us know if you discover anything more.

Kind regards

Steve

Steve Loader

Hi Carolyn,

Could you also answer the following:

1) What version of Opera 3 is your customer using?

2) Does the problem only occur on one Opera 3 client?

3) Does your customer encounter any error dialogs when attempting to Publish the List of Invoices and Credit Notes report? We found that, when logged in as ADMIN, we experienced errors similar to "Data environment could not be cleaned", or "Data environment could not be created", followed by an acess permission error relating to the particular report FRX file.

Please let me know.

Allso, Pegasus have now passed this to the Development team, as clearly this is a Pegasus-wide issue.

Our current thinking is that this must be down to some kind of generic update, that has been applied to certain PCs, such as a Windows Update, Windows security patch, .NET Framework update, driver update etc.

Kind regards

Steve

alan-bourke

For the affected user, if you change the 'Advanced Previews' option under SystemPreferences, does that make any difference?

Steve Loader

That was switched off as I know that can cause issues

alan-bourke

If you are getting access permissions on the FRXFRT it has always been AV in my experience. We had a customer last month with sporadic errors who swore up and down that it was not the AV software. I wrote a script to replicate what Opera does by copying random report layout files 1000 times to a temporary folder and then deleting the copies. Running that on a client and then monitoring file access on the server it turned to it *was* the AV software.

Steve Loader

These are quite long-established customers, Alan, who to the best of my knowledge, have all the Pegasus-related folders excluded from their AV checks.

However, I'll get he IT guys to double-check.

Steve

They are on an older version but I will be dialling in to clarify later as well as checking the reports logged in as Admin

We decided not to upgrade them as we wanted Opera to be the one element which we knew had not changed. Upgrading another client to a more recent version did not correct the issues with Invoices so thre seemed little point.

They are on 2.81.60 and the invoice issue was first reported on 21st October 2022

Steve Loader

Thank you, Carolyn,

Our customer is on 2.81.63, but only reported the problem in the last few days, whereas we have another customer on 2.90.00 that also reported the problem back in october 22.

It seems that this problem has been inherent since around October last year but either some customers haven't noticed and/or some change has been subsequently made to their machines.

Steve

This has now been logged with Pegasus - Incident No 17069698

We had an unexpected call from the client late yesterday and after some more investigations by their IT company to resolve speed issues it was found that the machines in question had some AV software installed called "Wolf Security" which was probably installed by their previous IT company.

Once this was removed the problems disappeared and everything ran as it should and quickly!

Good news - and a good example to point out to other IT that it may not be their AV that is causing the problem but a legacy from a previous one!

unknown

We had the same issue for one user but it seemed to be pc related as the same Opera user could log onto another pc and it worked. The issue being that the incorrect header information was printed on SOP reports consistently logged 20/12/22.

We had to troubleshoot the issue and the clients hardware was aware of a HP update/Wolf Security update that was reported had ran that day.

The update was reverted and this resolved the issue.

Possibly recommend to revert recent AV updates and/or assess AV installed, remove, test and reinstall.

Regards

James

claire-craig

Great result Carolyn and just goes to show that majority of time when there are issues like this it comes down to AV and permissions but when dealing with 3rd party IT's this can be challenging :-)

unknown

wow!!!!! thats fantastic!!! We will check this - thanks for your posts about this

alison-adam

Thank you so much for finding the answer to this. Our customer started getting the environment error and indexing issues before Christmas. We knew it was related to her machine, but couldn't find the issue - it must have been a new installation or update just before then because it had been ok prior to 19th December. I've been struggling with it for weeks. As soon as their IT removed the Wolf software all issues resolved.
Thanks again. Alison

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