Troubleshooting and FAQs

Microsoft Office loads Add-Ins in the order they were added in Excel. And because SEI Excel Add-In was installed last, other Add-Ins may interfered with.

1. Untick all Add-In checkboxes and click on OK.
   
2. Close Excel and open it again.
3. Tick the SEI Add-in for Excel checkbox and click on OK.
   
   
4. Close Excel and open it again.
5. Tick any other Add-in checkboxes you absolutely need and click on OK.
   
   
6. Close Excel and open it again. All Add-ins will work.

When performing a Data Extraction, I cannot add Columns to the Selected Columns section because the Columns section is covering the arrows that allow me to do so.

Solution

In Excel 2016 and up, there is a display settings. If it set to Optimize for best appearance it will mess up the window. Set it to Optimize for compatibility.

The Data Extraction window should be displayed correctly as presented below:

If the "MSOLEDBSQL provider is not registered on the local machine" error message shows up in the BIService.log file, this might be because the Windows server was in pending reboot after a Windows update.

Solution

If not done already, restart the computer on which Excel Add-in is installed.

Incorrect numeric data values are often caused by unmatching UI language settings (specifically if there are multiple languages or formats that do not use the same decimal separator).

Solution

Ensure that your Excel, Windows Display and Regional Format languages are all the same.

You can change your Excel language from the Language tab of the Excel Options menu from within the Excel interface (shown below).

And, the Windows Display and Regional Format languages can be changed from the Language tab and the Region tab respectively in the Time & Language menu in the main Windows Settings menu (shown below).

Some users report being unable to remove the Excel Add-in from Excel after uninstalling it. This issue is usually caused by remaining open entries in the user's registry.

Solution

Check your registry for open entries.

1. Open the Registry Editor in Windows by either:
   1. Searching for the Registry Editor application in the taskbar
      or
   2. Clicking Start, selecting Run, then typing regedit in the Open field and selecting OK
2. Open HKEY_CURRENT_USER\Software\Microsoft\Office\version\Excel\Options and look for any values named Open
3. If you find any, you must manually change the value of the Open key from:
   C:\Program Files\Ebisoft\Nectari Add-in for Excel.xla
   to
   C:\Program Files\Nectari\Nectari Add-in for Excel.xla
4. Close the Registry Editor and restart Excel.

There are many reasons why a user's workbook may be corrupted; it is not an issue specific to SEI's Excel Add-in.

Solution

To repair a corrupted Excel workbook:

1. In Excel, click File and then Open.
2. Locate the corrupted workbook file, right-click on it and select Open file location.
   Or
   Click Browse and locate the workbook file manually.
3. With the corrupted file highlighted, click the down arrow to the right of the Open button and select Open and Repair... (shown below).
   
4. The following pop-up should appear:
   
   Select the appropriate option as indicated in the prompt to complete the repair process.

For more information related to repairing Excel workbook files, click here.

This issue is caused by attempting to perform a Formula Drill Down or Default Drill Down on a cell that does not contain a formula.

Solution

The Formula Drill Down and Default Drill Down features can only be used on cells that contain a formula. Please ensure that the cell you are attempting to drill into contains a valid formula.

This problem is typically caused by the presence of an installed add-in other than SEI's Excel Add-in that alters Excel's default numeric format.

Solution

1. In Excel, navigate to File > Options > Add-ins.
2. In the bottom left-hand corner, select Excel Add-ins from the drop-down tab in the Manage field and click Go (shown below).
   
3. Make sure that all add-ins other than the SEI Excel Add-in are deactivated in the Add-ins menu as shown in the image below. Click OK.
   
4. Return to the Add-ins tab of the Excel Options menu (File > Options > Add-ins). This time, select COM Add-ins from the Manage drop-down tab. Click Go.
5. Just as in step 3, ensure that all COM add-ins are deactivated. Click OK.
6. Close and re-open Excel.
7. Confirm that the correct numeral amounts are now being displayed after the decimal. You should now be able to re-activate any previously deactivated add-ins without them posing any problem.

When logging in to Excel, some users receive the following error message:

Clicking the OK button lets them access Excel without any issues.

This error is caused when a data model that is defined in the SEI.dbo.BIP10 database table is published through the Administration > Excel Publish list, and the corresponding .xml file that was saved in the Central Point no longer exists.

Solution

Locate the data model that is causing the issue and remove the check mark next to its name in the Administration > Excel Publish list.

To determine which data model is causing the issue:

1. Open the Administration > Excel Publish list.

2. Remove the check mark next to all data models in the list. Log out.

3. Open the SEI Excel Add-in to confirm that you no longer receive the error message, then log out.

4. One by one, add a check mark back to each data model in the Administration > Excel Publish list, logging in and logging out from the Excel Add-in each time, until you receive the error message again upon logging in.

5. Even after locating the data model that is causing the problem, it is a good idea to continue throughout the entire Administration > Excel Publish list, as more than one data model could have this issue.

6. You should delete the problematic data model from the SEI.dbo.BIP10 database table via SQL Server.

Administrator rights are required to install SEI's Excel Add-in since the installation process involves creating and moving several configuration files. However, once installed, administrator rights are no longer needed to use the Excel Add-in.

Solution

Move your SEI Excel Add-in .xla file to a folder that does not require administrator rights.

To do so:

1. Ensure that the following two ports from the SEI server are accessible from your workstation:

   1. The SEI Web Client port (the installation default is HTTP 81)

   2. The BI Service port (the installation default is HTTP 4504)

2. You must move the SEI Excel Add-in .xla file from:
   C:\ Users\Administrator\AppData\Roaming\Microsoft\AddIns
   to
   C:\Users\USERPROFIL\AppData\Roaming\Microsoft\AddIns (this folder does not require administrator rights as it is a local Users folder)

Users often receive this error message when attempting to use the SEI Excel Add-in with versions of Office 365 that were downloaded from the Microsoft Store.

Solution

To resolve this issue:

1. Uninstall Excel.

2. Re-install Excel using the installation package from office.com. You should no longer receive the error message when attempting to use the Excel Add-in.

Let's say you have two servers with SEI installed with their own Central Point:

1. Save the same BI License data source on all Central Points:
   1. Log in to the Web Central Point Configurator on each Central Point (refer to Web Central Point Configurator).
   2. Ensure that the BILicense data source is exactly the same for all Central Points.

2. Activate the license on the first server:
   1. Log in to the Web Client on SERVER_ONE (refer to Starting the SEI Web Client for the first time).
   2. Enter the serial number and validate. The license is now activated and registered in the BILicense database.

3. Restart the BI Service on other servers (SERVER_TWO in this case):
   1. Press the Windows + R keys to open the Run window.
   2. Enter services.msc and press the Enter key.
   3. In the list, right-click on BI Service and select Restart.
   4. Log in to the Web Client (refer to Starting the SEI Web Client for the first time). You should access to the second Central Point by using the same license.

Repeat steps 1 and 3 for others SEI servers you want to link to.

1. Go to the User options (refer to User Options).
2. Click on Profile then on Opening Parameters.
3. Under the Landing Page section, click on Delete then on Save to apply changes.

When experimenting an issue with the Web Central Pojnt Configurator, verify if you have a CPConfiguratorClient log file in the following path:

C:\inetpub\wwwroot\CPConfiguratorClient\App_Data\log.txt

If BI License doesn't appear for License Data Source, switch Type to another one and come back to SQL Server to fill in these fields again automatically.

Ensure that the user set on the Application Pool CPConfiguratorPool has enough permissions on Central Point shared folder (Sharing and Security permissions).

1. Open IIS.
2. Select Application Pools, right-click on CPConfiguratorPool and select Advanced Settings.
3. Change the Identity to your new user then restart IIS.

1. Go to the folder in: C:\Program Files\SEI\Sage Enterprise Intelligence\Service\objserver\ebi_res.bak\.
2. Copy over the files in there and transfer them to its parent folder (C:\Program Files\SEI\Sage Enterprise Intelligence\Service\objserver).
3. Restart the BI Service and IIS and try again.

Logging options are a very useful tool for optimizing SQL queries however, they can add a lot of excess data to your SEI database. For that reason, you will likely need to perform regular maintenance operations on your tables that utilize logging operations.

There are two log tables that are not activated by default—LOG_VIEW_USAGE and LOG_SQL_EXECUTION. Activating these log tables will give you a greater deal of insight into the current state of your SEI database.

To activate them:

1. Navigate to your Web Central Point Configurator site. The URL is typically your web server's name followed by 8133, e.g., HTTP://YourWebServer:8133.

2. You will need to log in to your Web Central Point Configurator using the appropriate login credentials. If you do not know the username or password for your server, please contact your organization's IT specialist or BI administrator for assistance.

3. Once you have logged in to your Web Central Point Configurator, locate the General pane and activate the two log tables by ticking the SQL Execution Logging and View usage logging checkboxes as shown below.
   

4. Now, you must restart your BI service for the changes to take effect.

5. Once both log tables have been activated, your log data will be stored in the [SEI].[dbo].[LOG_VIEW_USAGE] and [SEI].[dbo]. [LOG_SQL_EXECUTION] tables of your SEI database.

Log Table Product IDs

Both log tables contain a PRODUCT_ID field which lists a numeric code that corresponds with a SEI product.

You can reference the table below to understand which SEI product each product ID represents:

When attempting a Load All operation, some users receive the following error message:

Error Message

LoadAll completed with errors: Impossible to load data to <Customers>., InnerMessage: Impossible to load data to <Customers>. -> Could not load file or assembly 'Microsoft.SqlServer.Types, Version=10.0.0.0, Culture=neutral, PublicKeyToken=89845dcd8080cc91'. Le fichier spécifié est introuvable.

2020-08-06 10:56:23.041 -04:00 [ERR] Could not load file or assembly 'Microsoft.SqlServer.Types, Version=10.0.0.0, Culture=neutral, PublicKeyToken=89845dcd8080cc91'. Le fichier spécifié est introuvable. System.IO.FileNotFoundException: Could not load file or assembly 'Microsoft.SqlServer.Types, Version=10.0.0.0, Culture=neutral, PublicKeyToken=89845dcd8080cc91'. Le fichier spécifié est introuvable. File name: 'Microsoft.SqlServer.Types, Version=10.0.0.0, Culture=neutral, PublicKeyToken=89845dcd8080cc91' at System.Reflection.RuntimeAssembly.nLoad(AssemblyName fileName, String codeBase, RuntimeAssembly locationHint, StackCrawlMark& stackMark, IntPtr pPrivHostBinder, Boolean throwOnFileNotFound, IntPtr ptrLoadContextBinder) at System.Reflection.RuntimeAssembly.InternalLoadAssemblyName(AssemblyName assemblyRef, RuntimeAssembly reqAssembly, StackCrawlMark& stackMark, IntPtr pPrivHostBinder, Boolean throwOnFileNotFound, IntPtr ptrLoadContextBinder) at System.Reflection.Assembly.Load(AssemblyName assemblyRef) at System.Data.SqlClient.SqlConnection.ResolveTypeAssembly(AssemblyName asmRef, Boolean throwOnError) at System.TypeNameParser.ResolveAssembly(String asmName, Func`2 assemblyResolver, Boolean throwOnError, StackCrawlMark& stackMark) at System.TypeNameParser.ConstructType(Func`2 assemblyResolver, Func`4 typeResolver, Boolean throwOnError, Boolean ignoreCase, StackCrawlMark& stackMark) at System.TypeNameParser.GetType(String typeName, Func`2 assemblyResolver, Func`4 typeResolver, Boolean throwOnError, Boolean ignoreCase, StackCrawlMark& stackMark) at System.Type.GetType(String typeName, Func`2 assemblyResolver, Func`4 typeResolver, Boolean throwOnError) at System.Data.SqlClient.SqlConnection.CheckGetExtendedUDTInfo(SqlMetaDataPriv metaData, Boolean fThrow) at System.Data.SqlClient.SqlDataReader.GetValueFromSqlBufferInternal(SqlBuffer data, SqlMetaData metaData) at System.Data.SqlClient.SqlDataReader.GetValue(Int32 i) at DBProviders.BaseProvider.RecordReaderOfArrayOfFastExpando(IDataReader reader, List`1 metadata) at DataSyncQueryExecutor.BaseDataSyncQueryExecutor.ProduceFromReader[T](DbTranslateResult translateResult, ITargetBlock`1 consumerHeadBlock, CancellationToken cancellationToken) at DataSyncQueryExecutor.BaseDataSyncQueryExecutor.ProduceForLoadAll[T](SqlReadableForDataLoad sqlObject, ITargetBlock`1 consumerHeadBlock, CancellationToken cancellationToken) at DataSyncQueryExecutor.ExecutorExtensions.ProduceForLoadAll[T](ConnectionDefinitionForDataLoad connectionDetails, SqlReadableForDataLoad sqlObject, ITargetBlock`1 consumerHeadBlock, CancellationToken cancellationToken) at DataSynchronizer.SqlObjectForSynchronization.<>cDisplayClass3_0.<<LoadAll>b_0>d.MoveNext() — End of stack trace from previous location where exception was thrown — at DataSynchronizer.BaseSqlObjectSynchronizer.ProduceAndConsume(Func`2 producerCallback, JobAction actionType, CancellationToken cancellationToken) at DataSynchronizer.SqlObjectForSynchronization.LoadAll(CancellationToken cancellationToken)

Solution

These errors are caused by a database type mismatch in one of your table fields. To resolve the issue, simply remove the checkmark in the Sync column next to the problematic table (it will have a red X in the Type Destination column as shown in the image below). When re-attempting your load operation, you should no longer receive the error message.

When attempting to use DataSync for the first time after installing it, some users receive the following error message:

Solution

This error is typically happens when users have manually downloaded and installed the wrong version of .NET Core (including the SDK).

To resolve the issue:

1. Uninstall DataSync as well as all .NET Core packages that you currently have installed.

2. Restart your server.

3. Re-install DataSync. The DataSync installation process will automatically install the correct version of .NET Core which should resolve the issue.

See Requirements for more information on DataSync installation requirements.

Sometimes, users are unable to create SharePoint connections in DataSync if dual-factor authentication is enabled in their configuration.

Solution

Remove dual-factor authentication from your SharePoint configuration by following the steps below:

1. Log in to SharePoint and navigate to the Account Settings menu.

2. In the Account Settings menu, click the Additional Security Verification option at the bottom of the Security Info pane (shown below).

3. Then, select the App Passwords option (shown below), and create a new password for DataSync. Now, no double authentication will be necessary when logging in to DataSync.

After attempting to save a ProvideX connection, the user's UI begins looping and never saves the connection configuration.

Solution

To resolve this issue, you must change your DataSync application pool in the IIS Manager to a Windows or domain user that has access to the shared Sage 100 path.

To do so:

1. Open the IIS Manager and select Application Pools.

2. From the Application Pools list, right-click on DataSyncIdentity and select Advanced Settings from the drop-down list (shown below).
   

3. Locate the Process Model section and change the application pool identity from Built-in account to Custom account (as shown below). Click OK. This should resolve the UI looping issue in DataSync.
   

After configuring their SMTP (Simple Mail Transfer Protocol) settings, no emails are redirected to the specified email address as they should be. And, there is no error message to help the user understand what is wrong with their SMTP configuration.

Following steps outlined below will force SEI to show an error message, allowing the user to better troubleshoot the issue.

Solution

1. Ensure that the SMTP is correctly configured in your Web Central Point Configurator. Make sure that your Sender Email and Username values match as shown in the image below:
   

2. Check your SEI admin user configuration (Admin User > Profile > General > Email), and ensure that the email address in the Email field is identical to the one you are using for your SMTP configuration in the Web Central Point Configurator. If the email addresses are not the same, temporarily change them to the same email to troubleshoot this issue (shown below).
   

3. Now, open a View in SEI then open the Settings menu in the side bar and click Sharing > Email.

4. Fill out the Export and Email form (any email recipient will do) and click Confirm to send the export (shown below).
   

5. If there is an issue with your SMTP configuration, you will receive a detailed onscreen error message (as well as one in the BIService.log) that will help you identify the problem. If you do not understand the error message that appears, you can share it with your SMTP point of contact or with the SEI support team to get clarification.