Let’s review how to handle some basic troubleshooting steps for your Epic BDE integration with Fuse.
If you are experiencing sync issues between Fuse and your Epic BDE integration, there are a handful of simple steps you can take on your BDE server to help ensure we rule out some common problems before diving deeper to find a resolution.
Check Your BDE Server Application Logs
Navigate to the folder where the Agency Revolution application logs are stored–most often, the folder path for these logs is C:\Logs. If you aren’t sure where your logs are stored, please go to your Epic BDE Integration setup page in Fuse, and check the field labeled “Log File Path.”
Next, find the most recently updated log file based on the “Date modified” field. You should confirm that the “Date Modified” field value shows a date within the last 24 hours. If so, continue to the next step.
If the “Date Modified” field value does not show a date within the last 24 hours, continue to Check The Windows Task Scheduler.
Open the latest log file in Windows Notepad and scan the final rows to see if it was completed successfully. Look for a row that includes the word “Completed” near the end, meaning the application successfully sent data to the Agency Revolution servers. That’s great!
If the log rows end abruptly without saying “Completed” or there appears to be some kind of error logged at the end, that means the process did not complete successfully. Depending on the error, you may be able to resolve it by making applicable adjustments on your BDE server.
If you’re unsure of the reason for the problem or how to address it, please send the latest TXT log file to our team for help. You can reach us at team@agencyrevolution.com.
Check The Windows Task Scheduler
If the latest log file is not dated within the past 24 hours, this means the application was not started on the usual daily schedule. Go to Windows Task Scheduler, and check the applicable task:
- Does the task still exist? If it was mistakenly deleted, simply re-create the task to get the sync running again.
- Is the task disabled? If it was mistakenly disabled, simply right-click it and choose “enable” to get it running again.
- What’s the Last Run Result–does it say, “The operation completed successfully?” If not, then whatever message is displayed instead should help explain why the task failed.
Check The Windows Event Viewer
If the Windows Task Scheduler failed to run but the “Last Run Result” didn’t provide enough information to diagnose and solve the problem, please take note of the last time Windows tried/failed to run the task.
Next, open the Windows Event Viewer and browse the Application, System, and Security logs for any events that occurred at about the same time. These logs may reveal more information about the reason why the Task Scheduler was unable to start the application.
Contact Our Team
If you’ve followed the steps above but are still unsure why the sync is not working, or are unsure how to resolve an issue you’ve discovered, please contact our team for support. When doing so, please be sure to provide as much of the following information as possible:
- Attach a copy of the most recent application log.
- Note the date and time when the Windows Task last tried to run, and the message found under “Last Run Result.”
- If the Windows Task failed to run, please provide the details of any events from the Windows Event Viewer that may be related to the failure of its most recent attempt.
You can reach our team at team@agencyrevolution.com–we’re always here to help.