AccountManager System Maintenance: Errors on “System Verify Log”

Situation: 

You received an email with the subject line of “Critical error found in AccountManager please see log file for more details.”

Cause: 

This message is automatically generated whenever the System Maintenance agent in AccountManager finds errors in your database.  Your email address is listed in the Configuration Profile as the person to send the warning email to.  This email is only sent to one user in your organization, so it is imperative that you give your attention to the log file as soon as possible to prevent the accumulation of additional problems.

Solution: 

Follow the steps below in an effort to fix the errors on the system validation log file.

4. Click “Attempt Repair” and “Yes” to the first prompt of:

5. Click “No” to the next prompt of:

6. The Repair utility itself, should only take 1-3 minutes to complete (you will not be able to use your IBM Notes client during these few minutes).  If you would have said “Yes” to re-running system validation after repair however, that could take hours, during which time you would not be able to use your IBM Notes client.  Since your System Maintenance agents should be running on schedule (nightly), it’s OK to wait until the next scheduled run to see the results.  Once Repair has completed, it will advise you to check the next log file.  (That will not be until the next morning if you said “No” in Step 5).  Click “OK” and close the log file you just attempted to repair.  (Note:  Errors on that particular log will not go away.  A log file is a snapshot of errors as of the time that agent ran, and will always list those particular errors whether you have fixed them or not.  It’s the next log you’ll now be interested in).

7. The next time System Maintenance runs, check the resulting (newer) log file.  Please note the “DocID” numbers on the first few rows to make sure the errors aren’t actually different ones.  Many errors can appear to be the same, but be for different documents.  If the newer log has different DocID’s, the errors on the previous log must be fixed and you can repeat Steps 3 – 6 to attempt repairing these errors as well.

8. Tips for fixing some common errors are as follows.  If the errors you have are not listed below, and you have no Attempt Repair button, contact ESI Support.

Solution To Try

This means this account has the same Company Name, Division and Location as another account.

• • Check the “Utility > Upgrade Maintenance > Duplicate Accounts” view for duplicates identified by the upgrade to 4.0, and Edit or Merge as needed.
  • If the above area is already cleaned out, these are duplicates created since your upgrade.  Click the doclinks in the verify logs, to see which accounts they are, and merge or mark for delete as necessary.

There is likely to be a discrepancy between the Account Info tab and the Splits tab of the account profile.

• • Click the doclink to open the account profile, and compare the account manager assigned to the account with the one listed on the Splits tab.
  • Click the Edit button and reselect the correct account manager.  (You may have to deselect, then reselect, to make sure it triggers an update on the Splits tab).

To ensure accurate reporting by territory, AccountManager only supports the assignment of one territory per account profile.  These accounts have more than one territory specified.  

• • Click the document link in the verify log to open the account(s)
  • Click the “Edit” button in the account and reselect the (one) territory that is appropriate, Save and Close

These are contacts that are not linked properly to an account profile.  

• • If there are just a few of these, click the DocLink for each to open the Contact, say “Yes” to the prompt about linking it to an account and select the appropriate company from the picklist.
  • If there are many errors of this type, check the “Utility > Upgrade Maintenance > Unlinked Contacts” view for unlinked contacts identified by the upgrade to 4.0.  Open each contact to link to an account, or use the action buttons in that view to mark for delete, change account type to Personal, or generate accounts as needed.
  • If there are literally hundreds of these, contact ESI Support and ask about a utility to “ignore” these contacts in the verify logs.

There is a problem with the account manager assigned to this contact’s account.

• • Click the doclink to open the contact and click the “Edit” button
  • Click the Company Name on the contact, to open the corresponding Account profile.
  • Check the Account Manager assigned to that account, and make necessary changes.  Save & Close the account.
  • Back on the contact, repick the Company name to “pull through” the changes you just made.  Save & Close the contact.

These contacts are not properly linked properly to an account or location.

• • Click the doclink to open the contact, and click the “Edit” button
  • Re-select the company from the picklist. 

This document is missing information in a hidden field, and cannot be repaired by the user.  

• • Usually this is a document someone started, but didn’t finish, and you’ll find most (if not all) fields are blank.  If that’s the case, hit the Delete key on your keyboard while the document is open to Mark it for Delete.
  • If this is a “good” document that you want to keep, Contact ESI Support to have it repaired.

This document has an extra, hidden field, that does not belong in the current version of the software.  It’s nothing that should cause concern, however it is only fixable by ESI Support

• • Email support@empoweringsystems with the text of this error and request they fix it.

The principal account’s information is not valid.  This could be because the account used could have been deleted at some point in the past.

• • Click the doclink to open the document and click the “Edit” button
  • Click to re-select the Principal account

One of the line items on this document did not inherit all of the information from the accounts listed on the header of the document.

• • Click the document link to open the document, and click the “Edit” button inside.
  • Re-pick each of the accounts on the document (i.e. Principal, End Customer, etc.)
  • Save and Close the document

(Note:  If more than one line item was affected, you may see the error repeated multiple times on your verify log, referencing the same DocID number.  You only need to follow the above steps once, and it should fix each line item involved).

9. Contact support@empoweringsystems.com if/when you see the same errors (for the same DocIDs) consistently on multiple logs, as these errors will require review by Technical Support.