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Hello,
I'll try to keep this brief, but detailed. I have a client who has been having an odd issue for the past couple years, and we haven't been able to resolve it.
They were on GP 2010 and using v-sync, the EDI platform by Accellos (now owned by True Commerce). They import hundreds of orders a day. About 4 or 5 times a year, while they are going through their fulfillment process, their mouse will suddenly start spinning (as if something is loading) and when it stops, they realize that 99.9% of the open orders in their system (with a document date matching the day they experience the issue) have been automatically fulfilled. This issue is random in every aspect. It might happen two days in a row and it might not happen for 6 months. The only thing the orders seem to have in common is that 99.9% of the orders that get fulfilled have a document date of that day, but there are still a few that get fulfilled even though they have a document date prior to the day of the issue. It fulfills orders across multiple batches as well.
We've migrated them to a new server, new SQL install, and upgraded them to GP 2015, and they still experience the issue. We've pushed back to Accellos to investigate their code, and they say there is no issue. The event log shows nothing, and looking in SQL just tells us that the orders were fulfilled by her user, even though she didn't physically fulfill them. She uses the Order Fulfillment window, types in the order number, and clicks the "fulfill all" button. During that process is when the mouse will suddenly start spinning and the issue will occur. This causes them big problems obviously, because they have to keep track of which orders are actually supposed to be fulfilled, and then they need to unfulfill orders or move them to a different batch so they can transfer to invoice without orders being incorrectly transferred. This causes major downtime for them because they are dealing with such a large volume of orders.
What I'm asking of the community is to offer any advise on how to troubleshoot or log this. We can't re-create the issue, we've tried taking backups and following the same process, and we've tried to "break" the Order Fulfillment window by fulfilling orders quickly and trying to get it to hang up, but everything we've tried has been to no avail. Because the timing is so random, we can't really do a SQL trace.
I doubt anyone has had a similar issue, but any advice on how to approach this is greatly appreciated. I've been chasing this ghost for 2 years and have not found anything in common from one time to another, and I don't see anything out of the ordinary happening on her PC or the server.
Thank you,
Tanner
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