Troubleshooting Database Errors

Overview

While using Sugar, you may occasionally encounter a database error or unexpected behavior. This article will go over how on-site clients can recognize symptoms of database errors, locate the database errors, and apply common solutions to resolve issues.

Note: SugarCloud customers should file a case with the Sugar Support team for assistance with troubleshooting any database errors.

Symptoms

• You see a "Database Failure" error message in the application.
• Sorting on a field in the list view or dashlet removes all results.
• When saving a record, some or all of the changes are not preserved.
• An upgrade has failed.

Resolution

Database errors can manifest in different ways, but the errors that are detected should always be logged in the Sugar log file.

Troubleshooting Steps

1. Locate the Sugar log file. By default, the log file is named "sugarcrm.log" and is located in the application root directory.
   • You can check the log file name for your instance by navigating to Admin > System Settings to check the "Log File Name" under the Logger Settings section. You must have administrator access to Sugar to do this.
2. Search the log file for any database errors logged at the same time your issue occurred.
3. Search for database errors based on your database type.
   • MySQL : Search for MySQL errors.
   • SQL Server : Search for SQL Server errors.
   • Oracle : Search for Oracle errors.
   • DB2 : Search for IBM_DB2 errors.
4. If you locate a database error, navigate to Admin > Repair and click "Quick Repair and Rebuild".
   • Execute any database repair scripts, if prompted. Once the quick repair is complete, test the issue again.
   • If the database repair script generates another "Database Failure" message, run the Quick Repair and Rebuild again.

5. If the Quick Repair and Rebuild does not resolve the issue, further analysis of the failing query is required. Please copy the failing query and file a case with the Sugar Support team or contact your SugarCRM partner (if applicable) for further assistance. In addition, please provide the diagnostic tool results (Admin > Diagnostic Tool > Execute Diagnostic > Download the Diagnostic file) when filing the case with the Sugar Support team. Please also provide a copy of the database repair script should one still appear after running the Quick Repair and Rebuild.